Total Quality Management and Its Benefits - Coursework Example

Comments (0) Cite this document
In analyzing The Answer Group company’s operations and noting its modes of handling client issues, the following paper "Total Quality Management and Its Benefits" was prepared to propose revising operations to adopt Total Quality Management dictates…
Download full paperFile format: .doc, available for editing
GRAB THE BEST PAPER96.3% of users find it useful

Extract of sample "Total Quality Management and Its Benefits"

Download file to see previous pages This paper explains the implementation of Total Quality Management at The Answer Group (2011) customer relationship management service that interacts with the customers of contracted clients. The implementation of Total Quality Management (TQM) in the company is being undertaken in that as a service business, The Answer Group serves two sectors, its clients and the customers of those clients. The preceding represents a unique proposition in that the implementation of TQM has to serve three areas, the client, the customers of the client, and the internal mechanics and dictates/demands of the customer service agents and supervisory personnel as represented by the company’s employees. In order to address the above, this report has been prepared to consider the needs and considerations of these three groups in the context of implementing TQM and the benefits it will provide in achieving a higher level of customer satisfaction and service for our clients as well as improved efficiency in our operations. In implementing the TQM at The Answer Group, there are external as well as internal variables to be considered. In terms of the external environment, the company needs to address the views of customers calling in to answer their inquiries, the time duration to the first pickup, call disposition to get it to the correct department, and the handling of the call to resolution and satisfaction as well as dispute and dissatisfaction handling with the solution posed that might occur. In terms of the client, the external environment represents the manner in which the above is handled, and thus outside perceptions. The call reports distributed to them reflects information as to their internal environment with regard to incoming customer calls as to areas and or product issues that reoccur as the means to improve. For TAG, TQM represents improving both areas for clients and client customers as well as an analysis of its operations. The preceding entails the speed of call pick up and disposition to the proper departments and first call resolution for customer satisfaction in issue handling. Internally, the capabilities of the staff in moving calls to the proper department and the handling/training of the agents in interacting with the customer to find out the issues and resolve them are a reflection of preparation and organization. The stakeholders involved in the operation of TAG represent the following “A person, group, or organization that has a direct or indirect stake in an organization because it can affect or be affected by the organization’s actions, objectives, and policies” (Business Dictionary, 2011). The definition goes onto add “Key stakeholders in a business organization include creditors, customers, directors, employees, government (and its agencies), owners (shareholders), suppliers, unions, and the community from which the business draws its resources” (Business Dictionary, 2011). In equating the foregoing the following provides insight as to the varied stakeholder groups and their involvement/importance to TAG, project involvement and interrelationships. ...Download file to see next pagesRead More
Cite this document
  • APA
  • MLA
(Total Quality Management and Its Benefits Coursework, n.d.)
Total Quality Management and Its Benefits Coursework. Retrieved from
(Total Quality Management and Its Benefits Coursework)
Total Quality Management and Its Benefits Coursework.
“Total Quality Management and Its Benefits Coursework”, n.d.
  • Cited: 0 times
Comments (0)
Click to create a comment or rate a document

CHECK THESE SAMPLES OF Total Quality Management and Its Benefits


.... It was first introduced in 1949 when the Japanese scientists and government officials were focussed to improve their quality of life after World War II. However, in UK it was introduced in the late 1980s (Martinez-Lorente & Et. Al., n.d.). According to the International Standard of ISO 9000, Total Quality Management is defined as “a management approach of an organisation, centered on quality, based on the participation of all its members and aiming a long term success through customer satisfaction and benefits to the members of the organisation and to the society” (Subburaj, 2005). With this virtue...
9 Pages(2250 words)Essay

Total Quality Management (TQM)

...with. Though the benefits will be discussed into detail in subsequent sections, it can be said that the need for industries to adopt total quality management is mainly in the structure of their organizations. First, it can be asserted that for any given industry, there is the privileged of having a multi-structural organogram in place. An organogram may best be described as an organizational structure, which for industries is made up of several input stakeholders. All of these input stakeholders who may include shareholders, board of directors, management, employees and suppliers all have a responsibility of ensuring that the industry achieves...
3 Pages(750 words)Research Paper

Total Quality Management

... entrants which have the potentiality of gaining competitive advantage over its competitors. Apart from profitability, increase in market share the company needs to focus on adhering with protectionist, import restrictions, tariff, subsidies policies etc. These challenges have led to the emergence of Total Quality Management (TQM) concept which focuses on the timely and high quality production along with accurate supply of goods. The author of the study has highlighted the importance of TQM concept, applications, importance and limitations. The study will give an insight into the TQM practices of Xerox Corporation Ltd. Finally, it will conclude with recommendations that have the potentiality of improving the existing TQM practices... of...
7 Pages(1750 words)Case Study

Total Quality Management College

...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...
4 Pages(1000 words)Term Paper


...MSc Total Quality and Performance Management 2006/07 UB: 05016251 Management in Context (MAN4254M) 2006/2007 Word count: (2034) Without references and cover page Table of Contents 1. Introduction Performance measurement 3 Culture 3 Change management 3 Objective of study 4 2. Back ground of Marriott Hotels 4 3. Relationship between performance measurements, culture and change management 4 4. Factors that require performance measure 4 5. Power Culture 5 6. Quality Circle Program 5 7. Conclusion 6 Performance measurement...
8 Pages(2000 words)Essay

TQM (total quality management)

...Breadth Component       Quality is one of the most important factors all s seek. They want to receive equivocal satisfaction from the monetary value that they are paying for the product or service. Other than consumers, employees also seek satisfaction and contentment. Various studies have proven that good compensation is not the only factor for employees’ happiness. Management of the company also looks for satisfaction and derived it from well operating company and limiting, or if possible, eradication of waste in the production and other company functions. These concerns, alongside various others, gave rise to the breed of management called Total...
9 Pages(2250 words)Essay

Total Quality Management and Its Aspects

...Total Quality Management: This paper is based on the comprehensive discussion of Total Quality Management (TQM) and almost every aspect of this special type of management, especially how it can be applied at different levels, is meticulously tried to be covered. The overall productivity of any organization depends on properly running management, and TQM is all about improving the quality of management to the point where customer satisfaction is ensured. TQM is the name of a planned approach that is intended to implant necessity of quality in all...
12 Pages(3000 words)Assignment


...improvement procedures and processes include: top management, customer orientation, training needs, employee involvement, continuous improvement, appropriate tools and techniques, and cooperate culture. These principles ensure that Spencer Company has an effective customer care implementation and maximizes its business efficiency and effectiveness. However, Total Quality Management is not free; it is associated with various costs. Many companies have considered the cost of introducing Total Quality Management as much more than the probable benefits it may produce. Research however has it...
11 Pages(2750 words)Book Report/Review

Total Quality Management

... Total Quality Management Q1. Total Quality Management (TQM) basically concerns long-term management approachesaimed at achieving high customer satisfaction. TQM demands that every member of the firm participate actively in improving processes, products as well as service quality. The ides that Rob and Daine have developed clearly emphasizes on customer satisfaction, which is to be driven by quality products and services of their restaurant. The partners’ ideas are focused on creating a customer-oriented culture. By implementing training program for new managers and employees on what is expected of them, the restaurant shall be instilling useful information that would help it achieve its objective of offering high quality products... and...
1 Pages(250 words)Case Study

Total Quality Management: the Benefits of TQM

..., reducing the grounds for employee resistance. Conclusion This paper has highlighted Total Quality Management (TQM), and has discussed whether TQM liberates or exploits workers in an organisation. The three main principles of TQM are: customer focus, continuous improvement and teamwork (Morrow, 1997). From the arguments supporting the benefits of TQM for liberating the workers, and also the arguments stating that TQM exploits workers, it is found that TQM exploits workers in spite of its many benefits. It is evident that the environment in which companies are working is becoming increasingly competitive, requiring...
12 Pages(3000 words)Research Paper
sponsored ads
We use cookies to create the best experience for you. Keep on browsing if you are OK with that, or find out how to manage cookies.

Let us find you another Coursework on topic Total Quality Management and Its Benefits for FREE!

Contact Us