This value is also reflected in the customer satisfaction of the company as it has been able to meet the expectations of its customers. It must also be noted that leadership played an important role in overall standards of the quality in the organization.
It may also be noted that Marks & Spenser work in fashion industry therefore considering the fact that Fashion is one of the fastest changing trends in any society reflect the need for quality standards which should be largely driven by the new trends in fashion liked by the customers. Therefore the customer driven quality system is at the heart of the company. This however is always achieved through effective coordination of sales departments of the company with the customers so that new trends are identified and converted into product ideas accordingly.
The overall importance of quality for this company lies in the various elements. These elements include a clear coordination between the suppliers, production; sales staff etc. this therefore has allowed the company to achieve continuous improvement. The company has a strong network of suppliers with which it has clear and strong relationships providing a strong back up support in order to generate the quality desired by the customers of the company. It is also evident from the fact that company has effectively diversified into many areas and departments which has allowed it to maintain the quality standards it generated.
Our chosen company in the service sector is HSBC Bank. HSBC is claimed to be the world's local bank. It has presence in many countries of the world with head quarter at UK.
The value of quality for this organization matters a lot for the organization. HSBC works in an industry which is largely undifferentiated therefore it needs to compete on elements which may not be considered as conventional in their true sense. Thus it has to bank on the quality of services it provides. Its quality services include facilitating the customers to bank through the internet so that they do not have to visit the branches. This facilitation along with other services such as quick and efficient processing of the customer requests, call center facilitation, cordial and efficient staff have made HSBC a leader in the industry.
The value of quality is also important for a service provider because of the fact that services are perishable in nature therefore in order to reduce the post sales dissonance as well as creating a lasting impact on customer in order to lure her back to the company is almost considered as a necessity for the companies in the service sectors. It is also because of this reason that the leadership in service organizations need to be more proactive and flexible in offering customized solutions to the customers.
It may also be noted that quality if not driven through the customers may not provide the desired results. Since most of the companies are now considered as learning organizations with enough flexibility to adopt to the different situations therefore for HSBC which is claimed to be the world's local bank need to take care of the customer preferences in order to achieve and maintain quality standards.
It must be taken into account that HSBC's
In manufacturing concern, our chosen company is Marks & Spenser. The company has been able to achieve a status of producing quality textile products which are considered as standards in the overall quality standards in the industry.
Research has suggested that "the perceptions of middle managers and noted that managers in manufacturing firms tend to perceive a stronger association between customer satisfaction, employee satisfaction, employee service quality, and organizational performance than managers in service firms" (Madu, Kuei, & Lin, 1995)
It is explained that when a customer complaint appears managers often decide ‘to improve internal operations’ (Campanella 17). In this way, it is expected that quality of product/ service will be increased, so that customer is satisfied. However, this practice can lead to the following implication: operational costs are increased and ‘the potential for profit is decreased’ (Campanella 17).
373). According to Pfau (1989) TQM is an approach towards improving the quality of services and goods on a continuous basis which involves participation of individuals at every functional level of an organisation. This study deals with the TQM practices followed at Toyota and how they manage to improve the quality of their products along with all the associated business activities.
Moreover, enterprises were not way about the quality of service they delivered. However, the authors note that this has drastically changed as organizations have become increasingly adaptive in offering both tangible products and services that are globally competitive through TQM techniques.
Such a criticality is even more applicable in the case of largest IT firm of Pakistan, Axact Inc. (www.axact.com) performing e-business strategies, i.e. involved in e-supply chains that are a supply chain in that actors are associated by Internet technologies and/or EDI in a network to purchase, sell, and dispense products or services and to transfer cash flows.
Apart from the manufacturing sector, service sectors such as healthcare institutions, hospitals etc., are also adopting the TQM approach to increase their efficiency and cost effectiveness. However, there are several barriers to overcome for successful implementation of TQM.
Total quality describes the culture, attitude and organizational structure of a company that strives to provide customers with products and services that fully satisfy their needs. This culture requires quality in all aspects of a company’s operations, harnessing processes that do it right the first time and eliminate all defects.
"Total Quality Management is more important than ever due to the age of globalization and customer/citizen demands. With worldwide national barriers shrinking and competition at full speed ahead, total quality management strategies are key to achieving customer satisfaction, employee satisfaction, and a superior product with increased profits." (Farazmand).
Wang (1996) refers to TQM as an important methodology to integrate lateral functions and implement best practices. Implementation of such a plan on a continuous basis allows the business process to remain fresh, innovative
Total quality administration might be outlined as an administration framework for a client centered association that includes all representatives in persistent change. It utilizes system, information, and compelling correspondences to incorporate the quality order into
The author states that an important aspect of TQM is Team building. It allows organizational employees to coordinate and communicate. In addition, it helps to educate and guide employees in providing a wide level of flexibility and agility for their business environment. It also facilitates organizations to function with effectiveness and efficiency.
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