Introduction & Conclusion for implementation of quality application - Essay Example

Many companies have started to shift to service industry in order to earn revenue but many of them face problem to maintain quality in service. Maintaining quality is also an important issue for product marketer because improving quality in production decreases overall cost for product marketer. Valls and Vergueiro (2006) argued that deploying quality applications such as Total Quality Management (TQM), Six Sigma and Quality Circle etc can decrease error margin in production for manufacturing companies.

In such context, Wisniewski (2001) pointed out that there cannot be one definition of quality which can serve the purpose of all the industry. For example, quality concept for manufacturing company is defined by its production efficiency, decrease in error margin in production, decrease in production frequency of faulty products etc while quality concept for hospitality sector is defined by its ability to provide faultless responsive service to customers. Finnish marketing legend Gronroos defined the quality concept in the following manner; The consumer compares his expectations with the service he perceives he has received, i.e. he puts the perceived service against the expected service.

The result of this process will be the perceived quality of service. - (Gronroos, 1984, p. 37) Valls and Vergueiro (2006) pointed out that quality applications can cover number of interrelated aspects in the organization such as leadership, customer focus, environmental sustainability, management system, knowledge management, environmental sustainability, process approach and supplier relationship. International quality management body ISO has defined 8 quality criteria and meeting these criteria can help organizations to achieve quality excellence award.

These quality criteria or applications can be defined as, 1- Customer focus- Proving service to customers which can meet or exceed the expectation of customers, 2- Leadership- achieving leadership position when it comes to quality management and guiding employees to maintain the leadership position, 3- People- proper utilization of human resources to ensure quality in the process, 4- Process- improving process flow to in order to enhance quality of the output, 5- System Approach- controlling interrelated process in order to improve quality of output, 6- Continual Improvement- sharing and managing knowledge within the organization in order to ensure sustainable growth, 7- Factual Decision- taking decision on the basis of facts and data driven manner and 8- Mutually Beneficial Relationship- providing mutual benefits to suppliers and other stakeholders (ISO, 2012).

The researcher has already undergone the three case studies such as, 1- implementation of TQM in Florida International University- in this case study, the university has planned to implement TQM in order to improve quality of education and normal learning environment, 2- implementation of European Foundation for Quality Management (EFQM) in Royal College Surgeons in Ireland- the institute has already became member of EFQM in 2010 and the institute has implemented the