The role of Total Quality Management - Essay Example

The origin of TQM is attributed to Dr. Edwards Deming and Walter Shewhart on statistical control techniques (SCT) that aimed at identifying and managing quality variation in production processes (Charantimath 2006). Charantimath (2006) asserts that TQM extends beyond statistical quality control to incorporate other soft elements such as need for quality employee training, teamwork, integrated processes, supplier quality, employee empowerment and proper leadership, climate of trust and open communication in the organisation.

Total quality management has enabled large franchises like Starbucks and McDonalds manage variations in their product, service quality, and attain higher customer satisfaction. Total Quality Management is useful in large franchises such as Starbucks and McDonalds since TQM since customer satisfaction is the ultimate measure of quality and all customers are viewed as owners of the quality. According to Charantimath (2006), the large franchises require continuous improvement and TQM uses analytical tools and employee involvement in determining the quality innovations and improvement ideas that are critical in improving the customer satisfaction.

Accordingly, TQM requires visible, consistent and enabling leadership by the management in order to sustain continuous improvement in order to attain competitive edge and overcome competition in the market (Rao 1996). TQM is essential in enhancing the corporate public image since it demonstrates the organisational commitment to delivery of high quality products to the society. The stakeholders will be aware of the initiatives that the organisation has undertaken to improve quality such as continuous improvement and addressing of the customer complaints thus leading to higher customer satisfaction and reduction of costs associated with marketing and addressing customer grievances (Charantimath 2006).

TQM improves overall customer satisfaction through understanding and production of