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Quaility management - Essay Example

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Consequently, offering of quality service by an organization ensures customers are satisfied which translates to customer sustenance. Such an organization has…
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Download file to see previous pages Therefore, total quality management is a customer driven process (Rawlins, 2008, p. 37). This paper seeks to discuss the assistance available to organizations seeking to improve quality.
Total quality management is meant to focus on customers and non-customers. It is mandatory for the organization to ensure their major decisions are focused on the customer. Moreover, an organization is bound to carry out a research on customer perception about its service to know of its strength and weakness in order to effect appropriate improvements. In addition, having an understanding of non-customers will help an organization to have an insight on the modalities employed by the competitors. Secondly, an organization should ensure that it maintains continuous improvement. A good organization will have a service research program that managers will always consult when making decisions. Service quality information will assist in identifying any major shortfall likely to occur and a swift action will be taken (Oakland, 2003, p. 230-233).
Moreover, employee’s involvement is essential for proper total quality management achievement. Employee research is just like customer research. Employee can be used to review the quality of nay service before it is released to the consumer as what happen internally to an organization affects the service offered to the customer. Employees are also aware of the problems and challenges that affect the quality of any service offered by a particular organization. Additionally, ensuring teamwork between employees will act as a benchmark for quality service delivery. Workers will be motivated to serve at their level best and will be able to accept quality criticism. Team involvement may also act as a source of motivation to proper service delivery. Moreover, open discussion in an organization should be encouraged and employee ...Download file to see next pagesRead More
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