If we break down total quality management even further total can be defined as: involving all, elements, participants, and resources with in the Company.
Total Quality Management helps to competitively meet the demands of customers’ by bringing organizations together with management enabling professionals to improve customer quality....
Customer orientation response can be achieved through motivating staff to provide exceptional customer services. A sense of strategic direction, organizational alignment, and focus on effectiveness should be developed in all reception workers. Fostering a sense of belonging and increasing productivity can be achieved through ‘employee share-ownership, quality circles and excellence teams, joint labour-management consultative committees, autonomous work groups and other forms of worker participation’ (Baldacchino, 1995, p. 68).
In this paper I will discuss the history of Total Quality Management, the philosophy of Total Quality Management (Fourteen Points), and the advantages and disadvantages of using Total Quality Management....
The first step toward achieving success is ensuring that the organization has a Total Quality Management concept included in their goals, objectives, and development of the strategic plans.
There are several implementation considerations in determining which capacity management practice is appropriate in Kuwait. For example, what is the minimum capacity at which the firm must operate? The minimum capacity at which a firm must operate takes into account the volume of customers required to cover fixed costs (assuming variable costs are already covered in the pricing). The maximum capacity is, of course, the maximum number of customers that can be served. The optimum level of operation is not at the maximum capacity. Within this minimum-to-maximum range of capacity, there is an optimum capacity level at which both profits and customer satisfaction are maximized. Handling more customers than that could result in deteriorating quality. For example, there is a maximum tolerable waiting time at each interaction for most customers.
This approach involves guaranteeing that an organization functions with a commitment to quality and continuous improvement in meeting its consumer's needs.
The TQM philosophy of management is customer-oriented and therefore, the quality is not determined or defined by the producing company but is determined by the customer....
A remarkable thing is happening as we see the awakening of the individual and the collaboration of empowered people in the team effort of total quality management.
Umbrella is not the main object that this article is going to talk about but we can use umbrella to explain a little bit about the thing we focus on in this article, which is TQM (Total Quality Management)....
In this paper TQM will be defined, along with a description of the impact of globalization on quality, different management styles will be compared, and how TQM applies or should apply to my organization....
Since TQM requires employee empowerment, management might be reluctant to give up a part of its power, especially in the country with hierarchical power structures. A case study of implementation of TQM in a luxury five-star hotel (Baldacchino, 1995) has revealed that despite the focus on quality, the problem of low customer satisfaction index has not been eliminated. One of the reasons for that was management as problems switching from a disciplinary and inspectorial function to one which is supportive, preventive and facilitative. A very low level of employee turnover has further complicated the issue, since power relationship has been established and cemented for many years. Another factor hindering the implementation of TQM was job insecurity: at times of change, employees often experience fear and weakened sense of belonging in their organization.
Product and process improvement should start with identifying major problems with reception services and looking for effective ways to correct them. Quality control should be implemented. However, processes should be ‘standardized wherever possible to ensure consistency of delivery but not to the extent of losing competitive advantage, or in conflict with the organization’s strategy’ (Witt & Muhlemann, 1994, p. 422).
TQM implementation should start with top management’s commitment to quality that should be communicated to all employees. Process improvement and human resource training should follow. Customer experience should be enhanced, and effectiveness of TQM should be analyzed in light of economic advantage.
Starting with top management commitment response, managers of the hotel should make improving reception services their primary objective. Reception services should be on agenda at every high-level meeting. Top managers should devote their personal time, attention, and resources to improving reception services:
‘Top management should demonstrate continuously total commitment to quality and this should be used in part to motivate the rest of staff’ (Witt & Muhlemann, 1994, p. 422).