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Total Quality Management College

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.
Service
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 ...Show more

Summary

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)
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Total Quality Management College Essay essay example
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