Operations management has been evolving over the past three decades with the introduction of new trends such as total quality management, which attempts to bring best practices to all areas within a company. Operations management can be viewed as encompassing supply chain management, quality management, product and process design, project management, and other topical areas defined as “the design, operation, and improvement of the systems that create and deliver the firm's primary products and services.” (Petersen, Aase, Heiser, 2011). This paper aims to explore the effect of total quality management in the field of operations management by exploring the cultural value, customer satisfaction and overall operational performance.
One of the key advantages total quality management provides to a company is the overall philosophy of focusing on consumer satisfaction as opposed to reduced cost in production by focusing on improving product quality, improvements in processes and additions or improvements to services offered (Baird, Hu, Reeve, 2011; Hung, Lein, Fang, McLean, 2010) but keeping track of customers is not an easy task without the implementation of a customer relationship management tool to assist with transitioning from a product-focused culture into a customer-focused culture. Su, Tasi and Hsu (2010) views a customer relationship management as involving:
[…] activities of cross-functional processes, continuous dialogue with customers, all contact and access points, as well as increasing customer retention and the effectiveness of marketing initiatives. It also involves a set of business processes and overall policies, integrating sales, marketing and customer care services, as well as a coherent and complete set of pr...
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Madhu Ranjan Kumar, Shankar Sankaran, (2007) "Indian culture and the culture for TQM: a comparison", The TQM Magazine, Vol. 19 Iss: 2, pp.176 - 188
Mitreva, E., & Prodanovska, V. (2009). Creating innovative environment in total quality management system within companies. Perspectives of Innovations, Economics and Business, 3, 86+.
Richard Yu-Yuan, H., Bella Ya-Hui, L., Shih-Chieh, F., & McLean, G. N. (2010). Knowledge as a facilitator for enhancing innovation performance through total quality management. Total Quality Management & Business Excellence, 21(4), 425-438. doi:10.1080/14783361003606795
Tanninen, K., Puumalainen, K., & Sandström, J. (2010). The power of TQM: analysis of its effects on profitability, productivity and customer satisfaction. Total Quality Management & Business Excellence,21(2), 171-184. doi:10.1080/14783360903549949
TQM is a company’s complete “culture of quality” approach which focuses on long-term success. It strives for continuous improvement, in all aspects of an organization, as a process and not as a short-term goal. TQM’s involves everyone in the organization to transform the organization into a forward-thinking entity by influencing attitudes, practices, structures, and systems of the entire organization (Business Dictionary, 2014). TQM was crafted by William Edwards Deming, a statistician who specialized in statistical process control after World War II. Deming outlined 14 points of TQM where all people of an organization can constantly search for ways to improve the process, product, and service. Deming developed the
Ebert Ronald J and Griffin Ricky W. (2011). Operations Management and Quality (8th edition) Business Essentials.(pp.128-132), Boston [Mass];London: Pearson.
Contained within the following paper is the evaluation of the author’s organization’s mission, vision goals, and objectives .The author will discuss the pre-determined questions as set forth by Jeffrey Trapp, a certified University of Phoenix instructor. This paper will discuss the differences that a rise between a company that has implemented TQM (Total Quality Management) with that of the authors own organization’s management style.
1. Nowadays, in terms of severe rivalry, UPS company tries to implement the strategy that will be able to guarantee its success and gradual improvement of the quality of company`s products and services. That is why, nowadays the company works in accordance with the main principles of the Total quality approach. There are several main reasons for this choice. The first obvious reason is that being the world`s greatest franchisor of retail shipping and business centers, the company needs constant development and improvement in order to remain competitive and hold leading positions. TQM (Total Quality Management) implies the usage of various means and remedies in order to improve all spheres of activity of the company, which results in significant
TQM, or total quality management, is defined as "the process that involves everyone in an organization focusing on the customer to continually improve value". I do believe that all organizations should use TQM. It results in better quality products that result in better value, and these are the two aspects, in which customers look at in order to know if they want to buy the product. As long as organizations use TQM, they will always have products that customers are willing to buy.
Therefore, examining company’s capacity and being the leader in the retail industry, it is evident that the company has embraced a quality culture. The quality culture has enabled the company to remain profitable. The high customer relations have allowed the company to constantly provide and improve its product and service quality. This means that the company’s priority is quality for the products and services they offer to its clients. The quality culture has enabled the company to be successful in the retail industry with excellent customer satisfaction ratings (Pahl et al, 2007).
INTRODUCTION This paper focuses on firefighters as emergency service personnel. Fire personnel work in dangerous situations, such as in tight spaces or in environments where there is little oxygen. Additionally, emergency service personnel may bring external stress factors to work, such as their ages and personal backgrounds.
At first researchers were interested in building partnerships and with technology improvement the managers realized that the customer relationship management (CRM) represents an important part (Richards & Jones, 2008). CRM can be defined as a “customer – focused business strategy” (Chalmeta, 2006). It integrates many departments together, such as sales, customer service and marketing, to work together and enhance importance to the company (Chalmeta, 2006). Many companies realize the importance of CRM in improving an organization’s performance and competitiveness.
Total Quality Management is a management philosophy driven by customer needs and expectations. TQM focuses on quality and builds a management method based on full employee involvement. Its aim is to achieve long-term successful management through long-term customer
TQM is essential to be used by all the companies especially the manufacturing companies who have the responsibility to ensure about the quality of the product. TQM is being viewed as the boon and it is an approach for improving the quality and customer satisfaction in the long run and also reduces the amount of waste (www.businessknowledgesource.com). There are various components which have to be addressed in implementing the TQM they are Ethics, integrity, training, trust, teamwork, communication and recognition (www.businessknowledgesource.com).
Richards, K., & Jones, E. (2008). Customer relationship management: finding value drivers. Industrial Marketing Management, 37, 120-130.
Quality is a very important thing in an organization; therefore it is not possible to improve the quality of a product or service substantially without major changes in all aspects of the organization. Because quality is so important if changes aren’t made throughout the organization the output of the product will no be very successful. Everyone in the organization plays a major role in the out come of its products.
Customer wants, needs and expectations differ from one customer to another. The level of satisfaction or dissatisfaction depends on the service received from the organization. Customer relationship management helps in meeting these needs and wants and creating customer satisfaction and even to go beyond satisfaction and delight the customers. But when satisfying customer needs, it is important to meet both internal and external customer satisfaction. As it is believed that, the employees will provide a better service for the customers only if they are satisfied.
As markets grow more competitive retail players are trying to retain customer satisfied and happier. Customers are satisfied and happier when all the expectation of customers are met. Customer satisfaction means that customer needs, wishes and expectations are met or overcome during the product/service period, giving way to repeat-purchasing and customer loyalty. Customer Relationship Management (CRM) is a versatile process, interfered by set of information technologies that focuses on creating two ways of exchange with customers so that firms have an intimate knowledge of their expectations, needs and buying behavior patterns in this method CRM assist companies grasp as well as foresee the need of current and potential customers. A CRM is a vital tool to understand the customer in a broader way & know about the customer expectations and
TQM is a system of continuous improvement of work processes to enhance the organization’s ability to deliver high-quality products or services in a cost-effective manner [2]. The focus of TQM is to improve customer satisfaction and reduce waste [3]. Customers include ...