Group Project Report - Research Paper Example

It is a prohibited material in Qatar. In this context, study will find out if the company’s TQM adheres to this rule as well as to others on the matter. Through use of published literatures of the company and other guidelines, we will explore company’s Total Quality Management policies and practices. Findings will help management assess if its present practices need further improvement. Study finds out certain compliance but nevertheless saw the need for some revitalization. Does Qatar Plastic Product Co.

Apply a Desirable TQM? I. Introduction Total quality management (TQM) has been an important feature in the operational aspects of operation in both business and manufacturing. Poor quality of service often times lead to unsatisfied customers that in turn result to loss of customers. In one way or another, everyone had unsatisfactory experiences of dissatisfaction over a product. These experiences might run from a major complaint to an inconsequential claim, like mechanical defects of a newly purchased brand new car; late delivery of Pizza, or physical defects of a product.

Customers are further infuriated when employees of the company are not properly trained to respond to these situations. The outcomes of these attitudes are loss of customers and gain of competitors that can take advantage of that need. In today’s competitive global market situation, companies must understand the powerful impact of providing quality service. The recent decline of the economy should lead company to realize that the most powerful manner to remain competitive is by implementing high standards of quality and to realize that in business, satisfaction of customers should be first priority.

Let us begin this discussion of what Total Quality Management (TQM) is. It is defined as “The continuous process of reducing or eliminating errors in manufacturing, streamlining supply chain management, improving the customer experience and ensuring that employees are up-to-speed with their training. Total quality management aims to hold all parties involved in the production process as accountable for the overall quality of the final product or service.” (Investopedia). This definition gives further illustration of TQM in service and in manufacturing industries.

Manufacturing produces tangible products that can be seen, felt, or measured. Examples are food items, furniture and equipment, all of which are tangibles. Most common measures for manufactured products are conformance to specified standards; performance such as speed of a vehicle; durability – life span of the product; and serviceability - ease of repair. Service industries on the other hand are intangibles that cannot be seen or touched, but is explained more through experience. Since these are not physical, satisfaction of customers are difficult to measure.

Oftentimes, in order to measure service satisfactions, customers’ perceptions which are subjective, are used. Such things are traits like satisfaction on the delivery of service, promptness, friendliness, courtesy of staff, timeliness, and those sorts of perceptions. This study has identified Qatar Plastic Product Company, one of the biggest companies in Qatar that manufactures flexible packaging using polyethylene resins. Since there are so many world-wide qualms