Total Quality Management College - Term Paper Example

Manufacturing In manufacturing concern, our chosen company is Marks & Spenser. The company has been able to achieve a status of producing quality textile products which are considered as standards in the overall quality standards in the industry. Research has suggested that "the perceptions of middle managers and noted that managers in manufacturing firms tend to perceive a stronger association between customer satisfaction, employee satisfaction, employee service quality, and organizational performance than managers in service firms" (Madu, Kuei, & Lin, 1995) It must be noted that quality as a concept is perceived by the consumers who use it thus the value of the quality is of critical importance for Marks & Spenser. The value of quality in Marks & Spenser is reflected in the stuff it produces, after sales services offered. This value is also reflected in the customer satisfaction of the company as it has been able to meet the expectations of its customers. It must also be noted that leadership played an important role in overall standards of the quality in the organization. It may also be noted that Marks & Spenser work in fashion industry therefore considering the fact that Fashion is one of the fastest changing trends in any society reflect the need for quality standards which should be largely driven by the new trends in fashion liked by the customers. Therefore the customer driven quality system is at the heart of the company. This however is always achieved through effective coordination of sales departments of the company with the customers so that new trends are identified and converted into product ideas accordingly. The overall importance of quality for this company lies in the various elements. These elements include a clear coordination between the suppliers, production; sales staff etc. this therefore has allowed the company to achieve continuous improvement. The company has a strong network of suppliers with which it has clear and strong relationships providing a strong back up support in order to generate the quality desired by the customers of the company. It is also evident from the fact that company has effectively diversified into many areas and departments which has allowed it to maintain the quality standards it generated. Service Our chosen company in the service sector is HSBC Bank. HSBC is claimed to be the world's local bank. It has presence in many countries of the world with head quarter at UK. The value of quality for this organization matters a lot for the organization. HSBC works in an industry which is largely undifferentiated therefore it needs to compete on elements which may not be considered as conventional in their true sense. Thus it has to bank on the quality of services it provides. Its quality services include facilitating the customers to bank through the internet so that they do not have to visit the branches. This facilitation along with other services such as quick and efficient processing of the customer requests, call center facilitation, cordial and efficient staff have made HSBC a leader in the industry. The value of quality is also important for a service provider because of the fact that services are perishable in nature therefore in order to reduce the post sales dissonance as well as creating a lasting impact on customer in order to lure her back to the company is almost considered as a necessity for the companies in the service sectors. It is also because of this reason that the leadership in service organizations need to be more proactive and flexible in offering customized solutions to the customers. It may also be noted that quality if not driven through the customers may not provide the desired results. Since most of the companies are now considered as learning organizations with enough flexibility to adopt to the different situations therefore for HSBC which is claimed to be the world's local bank need to take care of the customer preferences in order to achieve and maintain quality standards. It must be taken into account that HSBC's quality standards are largely driven through customers. As discussed above that services are perishable in nature therefore demand strong impression on the customers to remember them in order to come back therefore HSBC considering the same fact has continuously evolved its quality standards to match with the consumer expectations as well as to keep them above the competition. HSBC has been able to achieve this through excellent quality as well as effective leadership because it has shown flexibility in its processes to achieve necessary efficiency to achieve the desired level of quality. Government Organization The organization which we are choosing is Oxford University. Though it may not be considered solely as a government organization because of its public private partnership however considering it's not for Profit nature, this can be considered for analysis. Being a not for profit organization and engaging itself into the disseminating of education, the quality matters most in this organization. Since the universities are considered as essential for the development of a society's work force therefore meeting the quality challenges along with producing excellent researchers, academics and business leaders is essential. Quality within this organization is driven by the fact that most of the courses and programs are developed by keeping into account the different requirements of the various groups of stakeholders but not necessarily customers i.e. students. The university develops various quality programs keeping in view the industry trends. Its MBA program can be considered as one of the high quality program developed through the use of extensive industry survey so that the business leaders are produced in accordance with the industry requirements. Thus in a sense, the customers of the university may not directly be the students only. The various industries served by the university through offering customized programs allow it to focus and bring in quality standards in terms of selection, curriculum development as well as the overall experience offered distinguish university among the top universities of the world. Bibliography Madu, C. N., Kuei, C.-h., & Lin, C. (1995). A comparative analysis of quality practice in manufacturing firms in the U.S. and Taiwan. Decision Sciences , 50-62. Read More