Total quality management

Total quality management

Introduction

A brand manager of Shell United States was interviewed about the total quality management in order to gather information regarding the importance of total quality management in the organization's performance. Interviewee defined the TQM i.e. total quality management in a proper way. According to the interviewee, TQM illustrates the management approach for achieving enduring success by acquiring satisfaction of the customer. In the effort and struggle of total quality management all the organization's members contribute in enhancing and developing products, processes, services as well as the culture where they work (ASQ, n.d.).

According to the interviewee, total quality management is such a management system which is made for a customer focused organization. In total quality management all the employees involve in continual improvement of organization's products, processes, culture and services. Total quality management utilizes data, effective communication and strategy in order to integrate the quality discipline into the activities and culture of the organization (ASQ, n.d.).

In order to make the organization a customer focused organization, Shell participates in fostering quality improvement whether through training employees, upgrading software or computers, buying new tools for measurements and incorporating quality into the process of design. Interviewee encouraged the use of total quality management for improvement and development of any organization and considered TQM a major factor in the organization's development. All of the employees of the organization contribute in working together for common and mutual goals (ASQ, n.d.). The rise of total employee commitment obtains only when management offers the appropriate and suitable environment and also due to the occurrence of empowerment. Concentration on process thinking is the fundamental part of the total quality management. Process centered is the main element of the total quality management. It consists of a sequence of steps which includes taking inputs from suppliers and transforming them into those outputs that will be delivered to the customers. The steps are defined in order to accomplish the process. Continuous monitoring of performance measures is also done which helps in detecting the unexpected variation (ASQ, n.d.). Interviewee considered the integrated system as the important element of total quality management. This is in fact the horizontal processes which interconnects different functional specialties that are the basic focus of total quality management. In total quality management, micro processes add to larger processes. This helps in aggregating all the processes into the business processes necessary for implementing and defining strategy. Every employee in the organization of Shell understands the mission, guiding principles, vision, quality policies, critical processes and objectives of the organization (ASQ, n.d.). In order to fulfill all the requirements of total quality management, performance of business is being communicated and monitored continuously by every employee of the Shell organization. Employees of the Shell are working continuously in connecting elements of business improvement in an attempt to constantly exceed and improve the expectations of employees, stakeholders and customers (ASQ, n.d.).

According to the employee, all the employees of the organization are working together in order to achieve the vision, ...