Application of Total Quality Management - Dissertation Example

This study focuses on the concept and practice of Total Quality Management and how the same has been applied by industries that have been outsourced in order to cut down the costs of the operations. As such, this research shall be entitled “Total Quality Management in the Outsourced Information Technology Industry.” Introduction Outsourcing industries is one of most popular business realities nowadays. Outsourcing has been defined to pertain to a company’s transfer of its operations offshore which enable them to cut down the costs of their operations (Doye 2005). Notwithstanding this particular scenario, outsourced companies continue to adopt measures by which they ensure that the products and services that they offer to their customers retain their quality (Doye 2005). In view of the same, the concept of total quality management is deemed of paramount importance to these outsourced companies. Hence, the main focus of this paper is to look into the manner by which total quality management principles are incorporated into the processes adopted by the outsourced industries. Total quality management is defined as that philosophy for management concerned with the continuous improvement of the quality of products and processes (Ahire 1997). This particular management concept is used all over the world. The functions related thereto are based on the fact that the quality of products and processes is the responsible of everyone who is engaged in the creation or consumption of the products or services that are offered by the organization. In this sense, Total quality management entails the involvement of the management, workforce, suppliers and even customers in order to ensure that the expectations of the customers are met (Ahire 1997). Hakes (1991) on the other hand, also mentioned that total quality management is essential to all successful organizations. Total Quality Management is necessary in order to ensure positive changes in business performance and customer orientation in order to cope with the ever-changing global market places such as outsourcing. It is evident that outsourced companies must be able to comply with the standards set in place by their customers in the home country even thought they have transferred their operations into another, the host country. Literature Review To provide a solid ground to this study, the researcher reviews extant literature with respect to outsourcing and total quality management. This literature review covers pertinent areas related to the same. To ensure an extensive discussion as regards the subject matter at hand, this section is divided into the following sub-sections: (1) Total Quality Management: An Overview and (2) The Outsourced Information Industry: The Need for Total Quality Management. Total Quality Management: An Overview. As earlier stated, the importance of total quality management as an essential part of the management philosophy is grounded on the fact that it ensures the performance of a certain firm in accordance with the expectations of the customers and at the same time, to enable it to cope with the ever changing global market places. Usually, total quality management results into two important consequences for the firms: first, increase in productivity; and second, customer satisfaction. One of the main characteristics of Total Quality Management is related to the need to identify the root causes of quality problems and at the same time, correcting them from the source. This is basically in line with the efforts to incorporate quality in all aspects of the organizations. Thus, it usually involves all the people in the organizations such as the customers, the employees and the suppliers. According to the article entitled “Total Quality Management” (n.d.), total quality management often has the following aspects: (1) Customer Focus; (2) Continuous Improvement; (3) Employee Empowerment; (4) Use of Quality Tools; (5) Product Design; (6) Process Management; and lastly, (7) the Management of Supplier Quality. The focus of the company on its customers is one of the driving forces behind the importance given to Total Quality Management. Quality is often correlated to the capacity of the firms and companies to identify and meet the needs of their customers. The philosophy of Total Quality Management emphasizes that the success of the business does not depend on the perfection of the product but ensuring that this is what the customer wants (Mukherjee 2006). Continuous improvement is another concept essential to total quality management. Traditional systems often emphasize that once it has attained the desired level of quality, there is no longer the need to enhance the same. This is no longer applicable in this era of cut throat competition. In this sense, it is through total quality management that the company continues to improve its services thereby ensuring learning and improvements with respect to problem solving (Sallis 2002; Moseley and Dessinger 2009). Employee empowerment is also another important aspect of Total Quality Management for this would allow the employees to participate in reaching the goals of the company more effectively. In the same manner, the use of quality tools, properly managing the processes and managing the quality of the supplies are also essential to total quality management for as it has already been mentioned, the latter demands the cooperation of the entire organization (Sallis 2002). The Outsourced Information Technology Industry: The Need for Total Quality Management. As earlier mentioned, outsourcing is an important business decision nowadays as it reduces the costs of operations. Amongst all the industries, it is perhaps the Information Technology Industry that has been widely outsourced. Most of the companies falling under this particular industry cater to the needs of the customers by providing them with Customer Service hotlines (Plunkett 2008; Schniederjans and Schiederjans 2007; Hirschheim, Heinzl and Dibbern 2006). In view thereof, there is a need to give paramount consideration to the quality of services provided for these companies. Otherwise, failure to do so would result to business failures which in turn would compromise their operations. Research Questions and Research Objectives The following are the questions that this research aims to answer: 1. How do outsourced information technology companies incorporate Total Quality Management concepts into their practice? 2. How importance is Total Quality Management to the Outsourced Information Technology Industry? 3. What are the consequences of failure to incorporate Total Quality Management principles into the practice of the Outsourced Information Technology Industry? Aside from answering the abovementioned, this research also seeks to accomplish the following goals: 1. To determine the extent by which the outsourced information technology applies the principles related to Total Quality Management; 2. To look into the importance of Total Quality Management to the Outsourced Information Technology Industry; and finally, 3. To enumerate the consequences of the failure to incorporate Total Quality Management principles into the practice of the Outsourced Information Technology Industry. Research Method This research incorporates both the quantitative and qualitative approaches to research. An extensive literature review and documentary analysis is necessary in order to delve into pertinent concepts related to the subject matter at hand, as described by literature previously published. In the same manner, the researcher shall also develop questionnaire which shall be distributed to all the members of subject organizations belonging to the outsourced information technology industry to determine the extent by which they incorporate the principles of Total Quality Management into their practice. The main method by which samples shall be obtained is through the purposive manner of selection. Also, data shall be presented through the use of descriptive statistics. Finally, analysis shall be performed by comparing the data obtained with the literature reviewed by the researcher. It is through the said kind of analysis that the researcher would be able to obtain answers to the different questions enumerated. Time Table 1 2 3 4 5 6 7 8 9 Gathering of Data Writing of Preliminary Chapters Drafting of Questionnaire Data Collection Finalization of Data First Draft of the Paper Submission A total of nine months have been allotted for this study. The first process is involved with the gathering of data from previous researches, this would take at least a month. Second, the researcher begins to write the first three chapter of the paper along with the development of the survey questionnaire for the study. This would take at least two months. The researcher then administers the survey questionnaire to the respondents and the period for data collection takes another one month. The researcher then finalizes the data obtained for one month and submits the first draft thereof after thirty days. Finally, the complete paper is submitted after the ninth month. Practical Issues Practical issues related to this subject are somehow related to privacy matters. The researcher may face problems with respect to the disclosure of information considering the fact that most aspects of the companies’ portfolio are confidential. Another issue related to sampling. It is a well-established fact that employees of these outsourced companies are scattered all over the world. In view of the same, the researcher looks into the possibility of administering the survey questionnaires through email. References Ahire, S.L. 1997. Management Science - Total Quality Management Interfaces: An Integrative Framework. Interfaces: 27 (6), pp. 91-105. Doye, T. 2005. Globalization and its impact on human resources in international companies, University of Applied Sciences, 1-34 Hakes, C. 1991. Total Quality Management: The Key to Business Improvement. UK: Springer. Hirsccheim, R.A., Heinzl, A. and Dibbern, J. 2006. Information Systems Outsourcing: Enduring Themes, New Perspectives, and Global Challenges. UK: Springer. Moseley, J.L. and Dessinger, J.C. 2009. Handbook of Improving Performance in the Workplace, Measurement and Evaluation. UK: John Wiley and Sons. Mukherjee, P.N. 2006. Total Quality Management. UK: PHI Learning Pvt. Ltd. Plunkett, J.W. 2008. Plunkett's Outsourcing and Offshoring Industry Almanac. US: Plunkett Research, Ltd. Sallis, E. 2002. Total Quality Management in Education. UK: Routledge. Schniederjans, M.J. and Schniederjans, A.M. 2007. Outsourcing Management Information Systems. UK: Idea Group Inc. "Total Quality Management." n.d. CA: Sage Publications. Read More