Today we are in an era of globalization and intense competition, which calls for a professional approach on behalf of companies and organizations. Quality is now regarded as an important means of bringing in product differentiation. In the world we live today, quality has no substitute and active participation of all concerned towards delivering a quality product or service is of prime importance…
Oakland (2000) proposed that employees' participation helps in implementing the total quality management (TQM) strategy. For this to happen, employees must be made aware about the different aspects of quality and how they can be partners in implementing quality strategy. Such an arrangement, often termed as the participative form of management, is stated to help the subordinates in sharing the decision making power with their superiors. But the success of any strategy depends upon a number of factors, implementation policy and prevailing circumstances. Therefore the key elements for improving the levels of quality in the billing department include;
In view of the evolving global economy, which demands appropriately skilled workforce, most of the governments around the world have started undertaking reforms of their education and training systems, with inclusion of the vocational streams into the system and by providing apprenticeship training to the students. Such training is often provided in technical skills. But the copier company has a mixed workforce which includes trained manpower for carrying out the technical work, maintenance etc. while the other category includes customer care executives and marketing people who require more of behavioural training. There's another category of employees belonging to the accounts and administration branch who might have undergone some training in their respective fields, but when it comes to live experience, their training might require some more polishing to mould them in sync with the company's principles and objectives. John Ruskin, an English critic of 19th century once said, "Quality is never an accident, it is always the result of intelligent effort". This statement sums up the kind of efforts required for deliver value to the customer and for producing a quality product and service.
To start with, there must be a sincere effort on the part of the management to keep the communication channels working between workers and management. Interaction at regular intervals with the customer care executives, billing clerks, technicians, sales clerks etc. helps not only in gathering the feedback from them, but such interaction also helps in motivating the workers. Company officials must inform the workers in detail about company policies and objectives. The interactions at regular intervals must be used by the company managers to collect as much information as possible about the expectations of the employees from the company and their apprehensions/ doubts about handling some typical situations. An effort must be made by the company officials to solicit the opinions of the workers in resolving some of the testing situations. Such an exercise would no doubt encourage the workers to come out with innovative solutions, but it will also help in company preparing a detailed database of its working style, working conditions etc., which in turn will help in preparing better customer handling policies.
The workers must be trained in handling the customer ...
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(“Total Quality Management Question#2 Essay Example | Topics and Well Written Essays - 1500 words”, n.d.)
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(Total Quality Management Question#2 Essay Example | Topics and Well Written Essays - 1500 Words)
“Total Quality Management Question#2 Essay Example | Topics and Well Written Essays - 1500 Words”, n.d. https://studentshare.net/miscellaneous/285876-total-quality-management-question2.
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.
Partial Plant & Equipment Productivity of Firm B = Sales/Plant & Equipment = 900000/150000 = 6 Partial Energy Productivity of Firm A = Sales/Energy = 1200000/17500 = 68.57 Partial Energy Productivity of Firm B = Sales/Energy = 900000/20500 = 43.90 Partial Material Productivity of Firm A = Sales/Material = 1200000/200000 = 6 Partial Material Productivity of Firm B = Sales/Material = 900000/180000 = 5 Total Productivity of Firm A= Sales / (Labor + Plant & Equipment + Energy + Material) = 1200000/447500 = 2.68 Total Productivity of Firm B= Sales / (Labor + Plant & Equipment + Energy + Material) = 900000/366500 = 2.45 Source: (Nadiri, “International Study of Factor Inputs & Total Factor Produc
TQM is a recognized as a management tool that applicable in private and public sector organizations. There are three major principles under TQM. They are the satisfaction of the customer; satisfaction of the supplier; and continuous improvement.
The Governor's remark that TQM is myth or wishful thinking has been negated by empirical evidence over the years.
(www.arthivite.ukonline) Customers are the main driving force for the production of goods or services and in order to delight the customer, the quality must exceed the customer's expectations. In order to define quality, we must consider who the customers are, and what their quality requirements are.
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
TQM also help an organisation to improve product quality and measure performance. TQM implementation enables an organisation to meet customers’ expectation in long run. The concept of continuous improvement involves
The Plant & Equipment productivity of both the firms is same implying that both have utilized their assets by the same extent. The material productivity is also almost same. In terms of royalty, Firm A seems to be in a better position
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
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