BP - 2 Quality Discussion

The quality of employees’, managers’ and organizational performance can be improved through the total quality management.

‘Total quality management is the integrated approach by management to focus on quality of all level of functions in organization with continuous improvement.’ It is very important because company can improve the quality of services effectively to their customers. There are several approaches to put TQM into the organization. The steps are listed below;

1. Develop the TQM tree
2. Find what customer needs
3. Continuous improvement
4. Ongoing process
5. Leadership

1 Develop the TQM tree
Company should develop the organization tree to do TQM effectively. For example, managers should involve in all level of work by employees. Managers should check quality of work performed by their employees and track how they do. 2 Find what customer needsThe customers’ needs should be defined and organization should do some action regarding it. The customers’ needs can be searched from surveys or sales analysis. Focusing on customers’ needs is the main issue in the TQM

3 Continuous ImprovementAfter customers’ needs are defined, organization should improve based on the results and it should not be one time performance. The researches and improvement should be continuously performed. Since there are lots of competitions in economy and changes in peoples’ trends, it is very important to the company to keep tracking their customer needs and improving the services.

4 Ongoing Process
TQM should be applied without any flaws. Management must check how well it is processed consistently. The Company can also develop a team to check its process. The errors must be detected and fixed properly.

5 Leadership
Management should have strong leadership to control their employees. In my opinion, leadership components should include managers’ working skills and behaviour. Managers must have enough experience and knowledge on their task then the employees will have respects toward mangers’ professionalism. Managers’ behaviour such as how they behave to the employees is very important. If managers are not nice or treat employees unequally, then their leadership will decline and the employees will not perform as what managers’ expected.
Total quality management aimed to enhance overall organizational performance. It also encourages staff to focus on their customers and to enhance the services. In my opinion, it is not guaranteed to be successful but there are more chances to be successful in the organization. Since it is aimed to fulfill the satisfaction of customers by focusing on customers, it will bring lots of benefits including good reputation into the organization.



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