Total Quality Management by Dale Besterfield et al - Book Report/Review Example

Understanding Total Quality Management Introduction Understanding the basic concepts of total quality management within organizations is one that includes a variety of information that can be used for business success. By evaluating the basics of total quality management as a principle within businesses, and comprehending the basic information, is also the ability to make sure that the correct formula is used within an organization. One book that provides information on total quality management, and how this influences different areas of a business is “Total Quality Management,” by Dale Besterfield et al. Through this book, the different parts of total quality management and how it affects the overall business is evaluated and understood. This not only includes the main philosophies behind TQM, but also provides insight into practical examples that can be used to help businesses achieve overall success. Chapter 1: Introduction When this specific book begins, it offers an introduction to what TQM is and what it means for the functioning of a business. The philosophy of total quality management is to have a well – rounded picture that allows the business to succeed at all levels. By doing this, it shows that a business can strategically grow and prosper within any environment by paying attention to key factors that influence the success, growth or failure within the organization. The overall picture that is implemented includes angles and perspectives that either cause a business to move towards success or stop it from complete achievement of it's goals. It is from this that the models of total quality management are implemented and the concepts continue to grow to help with organizational success. The introduction to total quality management not only introduces this main ideal, but shows what methods and models need to be used to reach complete business growth. There are six main areas of total quality management that are introduced throughout the book. These six key concepts is what allows the business to continue to grow and is what provides it with the life force necessary to reach success and to understand what the strengths and weaknesses within the business are for future analysis and continuous change within the business. These are introduced in the main introduction, than are divided into sections throughout the book for a complete understanding and definition of what they mean. The first concept offered for total quality management is that of customers. This main concept is introduced as not only how customers respond to the external environment, but also what is done within the internal environment to cause the customer satisfaction. This is defined as one of the most important parts of total quality management and business survival, as it is a key to influencing all aspects of the business. The second main concept of TQM is the ideal of continuous improvement through leadership. This combines with strategic planning and implementation of a business or organization for improvement. The third concept is linked to continuous processes for improvement through strategies and analysis. This includes the capability of strategically implementing procedures within the organization, and creating an environment in which individuals feel that there is the ability to succeed. The introduction to the concept of total quality management continues with the fourth concept of upstream preventative management. This means that specific actions and strategies are put into action as a pro-active set of terms within a business so the best results can be met. The fifth concept links to this, with preventative actions that need to be taken within the internal environment so the external environment is influenced in a positive manner. With this specific ideal, it is noted that this is where the improvement and implementation of new innovations within an organization can be met. With these two concepts, is the overall concept that is defined, which is performance measures and how this can be done through preventative and pro-active options within an organization. The introduction to this defines the overall concepts within the organization. The sixth main concept is linked to supplier performance. Within this is the ideal that total quality management includes a sense of leadership and communication, as well as the ideal that supplier performance also relates to this and is a link between the internal and external environment. This aspect of total quality management is what provides the well – rounded picture for what is needed within an organization. As these specific ideals of total quality management are introduced, are also alternative concepts that link to this and show that there is more to this specific philosophy. For instance, analysis, data, controlling the environment and statistics all link to the concepts of total quality management so there can be a complete functioning of the business. This specific aspect is introduced to show the practicality and the step by step guides that can be used to ensure that the business who is using these specific ideals can work towards growth and success through the specific tools that are offered and implemented within this philosophy. By doing this, there is a method that grows out of being able to reach customer satisfaction within both the internal and the external environment. The main concepts that are introduced then move into the overall definition of what total quality management includes, which is a combination of several ideals that link together to help the overall development of a business. It is through the management of these different ideals that a business is able to succeed, move forward and to define certain strengths and weaknesses that can then be improved on within the organization. Through these specific concepts, the author is able to define how different angles within a business effect the growth or failure of that organization. The perspectives that a business must have, and the leadership and management that must be taken to allow it to grow also makes a difference in the strategies and effectiveness within the organization. This is because it sets up the environment for the employees, suppliers and customers. It is from this that the authors are then able to move forward in defining how each of these principles relate to each other. Chapter 3: Customer Satisfaction With this introduction, is the main concept that drives total quality management. The concept of customer satisfaction is displayed by the authors to show the different levels and relationships to business from the concept of total quality management. This specific concept moves into detail in Chapter 3. This not only focuses on how the customer responds to a product or service, but also relates to how the business responds to individuals in the correct manner so they are satisfied with the services that are provided to them. Within the theory of total quality management is the concept that customers are to receive the best products and services available, with the ability for the business to have a level of commitment to the customer. With this main concept in mind, is the idea that customer satisfaction not only comes from responses from the customers, but also begins with the business and how it relates specific ideas to the customers when providing business relationships with them. The first specific rule to total quality management for customer satisfaction is related to reaching the customer expectations with the products and services. This specifically includes defining what the products and services are, and guaranteeing quality that is met within this. For this specific ideal, it is important not only that the customers have this expectation met, but also that the internal area of the business is able to approach the products and services in the correct manner so the customers can see the results from the internal environment. This means that goals, objectives and standards within the work place need to be met first, so that there is a specific translation from the employees to the customers and so the guarantee for quality can be met. In relation to this main concept of customer satisfaction and expectations, are specific standards that come with total quality management to enhance this main ideal. First, is the concept of improving the products and services through the internal environment. With this, the main concepts of the business, including the vision and objectives, need to be met. Beyond this, the concepts of products and services that are provided need to be continuous. This means that a certain level of quality is matched with each of the services provided by a business. To do this effectively, one of the main objectives of the business needs to be continuous improvement. Using options such as innovation, strategies to alter what is offered to customers and continuously enhancing what is available will all add into the concept of customer satisfaction from the internal environment. The strategies that are used to meet this is how the concept of customer satisfaction can be met. At this point, the idea of total quality management branches into several sub-categories that relate to the foundational idea of meeting customer satisfaction. It is because of this that the overall concept of reaching customer ideals becomes a centrepiece for businesses functioning at the top level. The first category that is linked to this is the use of human resources. The more individuals that can be used within a business or organization and that can help to meet the standards within the business, the more likely more customers will be drawn towards the products and services and will respond in a positive manner. The influence of human resources is one that supplies different perspectives on the products and services offered, as well as the ability to meet the customers needs through different understandings of what service means within an organization. The result is that the internal environment is directly influenced through growth and strategic development. The second factor that branches from customer satisfaction is the ability to research and define the needs of customers. This includes finding demands that are currently in the market. This links to finding the trends, both positive and negative, that are moving towards customers. For instance, if there is a technology product that is available, customers will tend to move towards this trend for a specific amount of time. If the trend becomes a negative experience, than customers will move towards a different trend. If it is positive, than there is room for growth and innovation that allows customers to be loyal to the specific product that is offered. Understanding how this part of the market works and how it affects the customers also provides the best options for reaching customers through total quality management. These two branches and levels that meet customer satisfaction are typically implemented at the beginning of the process for offering products and services. In order to complete this picture, total quality management also implies that the correct responses throughout the life cycle of a customer also have to be met. For instance, if there is a problem with a product or service, the organization needs to have policies, procedures and concepts in place to keep the customer satisfied. Options such as return policies, crediting accounts and other small policies often times lead to customer satisfaction and development of the organization when a problem arises. Coming up with strategies and implementing policies to help at this level also provides customers with the best responses, even when there are difficulties with the product offered. The actions that relate to responding to customers, such as correction and preventative actions within an organization, not only are seen when responding to customers, but also with the businesses actions in working towards implementation of prevention for difficulties arising. Having options such as surveys, feedback programs, planning and other areas of implementation are often used to help with reaching more customer satisfaction. This provides individuals within an organization with the capability of being more effective with the customer satisfaction and also allows companies to reach the demand in the correct manner. The overall idea behind this is to continue to improve the products and services, and to provide customers with even more quality throughout the business so there is a sense of loyalty and value that is provided by the company. These foundational concepts for customer satisfaction are known to be one of the most important within total quality management because it provides a sense of responsiveness towards the business, as well as a friendly external environment that has options for expansion and growth. It is mentioned that, in order for this to work correctly, there has to be continuous analysis and implementation on all levels. This begins with the groundwork of offering an internal environment that provides the best services and products. This continues with meeting customer satisfaction the first time, and growing and developing newer products and ideas to keep customers satisfied. The last level of this is customer response. This offers a well rounded set of options for customers who are interested in a product or service through a business. Chapter 4: Employee Involvement The book continues not only with an understanding of how customer satisfaction can be met, but also continues to chapter 4 with concepts of employee involvement and what this means within an organization. The main concept behind this is to create an environment in which employees can participate with the growth of the business and company in which they are involved with. The more an employee is able to feel comfortable within any given environment, the more likely they will be to help to implement specific programs and ideals. Along these lines, are different development capabilities in which the organization has to reach. This is done through working with the management and hierarchy to create the correct responses from employees. While each of the companies can have different patterns used, there are specifics that can be looked into to pertain the correct environment for employee involvement. The main concept that is pointed out as a foundation for employee involvement is leadership and management of employees. Within this is levels of training and communication that need to be given to employees to help maintain a high level of assistance and teamwork. The communication and training is one that needs to come from managers and those who hold specific positions within the organization. It is up to these individuals to display the information about the vision and objectives within the company, and to allow employees to feel comfortable within the environment with the changes that are occurring. Specifically, this will link to the performance of the employees and the ideals that they carry about the organization. The more aware the employees are, the more likely they will be to respond in the correct manner. A main factor in employee involvement is allowing employees to have specific skills and training available. Most likely, this will be divided according to the job roles and functions that are available. The more skills the organization can offer the employees, the more likely the employees will feel as though they are benefiting from their work position, and will continue to become involved with the overall vision within the organization. The training and development offered can be linked to the specifics of the organization and should be in line with the objectives that the organization is trying to meet. For example, if there are specific data and statistical programs that are being put into the organization, than employees should have the option of becoming trained in this so there is an understanding of how it works within the business. A second component to employee involvement is related to the leadership and teamwork concept. This is one of the main areas of growth and strategy within any business, as it allows for the overall implementation and standards of quality to be met among the business. The managers who are working with specific employees have the duty of taking a leadership role and showing the employees the best options for working within the company and benefiting from what is offered. The leadership includes clear communication and openness with employees so that all the voices are heard. It is then the duty of the management to make sure that there is a complete understanding and set of communication between employees and higher management. The more this is done, the more likely there can be a quality control within the organization, where all employees feel valued and continue to contribute to what is needed within the organization. It is expected that, through the leadership, teamwork, communication and training and development, an overall environment can begin to move forward that involves all employees. Within this is a growth within the organization that begins to affect other areas of the company. For instance, if employees have the right training and understanding of the business, than they can become a human resource. The more they become involved with teamwork and leadership, the easier this will become. As this happens, employees will begin to move forward with the business, including the capability of offering innovation and resources within the organization. This becomes a pro-active way to not only help the business to strategically grow, but also to meet the demands of the customers that are looking at the organization for continuous growth. The more the employees are invested within this process, the more likely the business will continue to grow and prosper within the overall organization. This shows a complete relationship between the internal environment and how it affects the external environment as well as the overall organization and how it functions. Chapter 6: Supplier Partnerships The concept of employee involvement continues not only within the internal organization and what it offers, but also moves to the relationships that are held within each of the businesses and the individuals that are linked to the internal environment with the business. For example, the supplier partnership, as mentioned in chapter 6, provides a different structure that links to total quality management. It is stated that this specific arena that links to the business is essential for business survival and provides even more options for total quality management. Even though supplier partnerships are not directly related to employee involvement, there is still a direct control with the relationship between suppliers, the employees and the customer satisfaction. Because of this, total quality management implies that the relationships and leadership taken in response to suppliers needs to be weighted with as much importance as other aspects within the business. It is stated that the supplier partnerships can be looked at within total quality management as a customer to business relationship. Because of this, it is important for businesses to identify the needs of the supplier and to meet them with specific standards and quality. At one level, this aspect pertains to the employees taking on a leadership role to help the suppliers meet the demands of the business in the correct manner. This can be done through implementing training and knowledge within the organization. This can also be met by becoming inclusive with the supplier partnerships with the same knowledge and information. This provides more options for businesses to meet the demands that are needed and to offer customers higher quality through the process of the business. One of the examples provided to allow employees to connect to suppliers and the suppliers to connect to customers, is linked to meeting opportunity. This begins with leadership of the business owners and managers who need to begin levels of communication towards what customers need and what employees want with the suppliers that are available. This is an essential part of the total quality management, as it allows for a continuous flow to be made within the organization, and allows for expectations to be met among those that are involved in the process. The more these three working relationships can work, the more effective the business becomes and the higher quality of products and services can be offered to customers to meet satisfaction. Along these lines, it is essential for the leadership that takes on the role of communication to move into improvement processes with the suppliers, similar to what is done with employees. This ensures that there can be continuous improvement within the organization. As this is done, partnerships can be built. This is one of the most essential factors that links to suppliers in order to ensure quality. The partnerships should be inclusive of continuous working relationships that include communication, analysis and activities that strengthen the bond between the business and the supplier. This moves the supplier into a relationship where they can define quality as the essential component within the business, instead of only focusing on being one supplier among many. The more that the leadership and management is able to identify this through communication, training, development and leadership skills, the more likely the suppliers can help the business to reach continuous success and improvement as well as satisfaction among customers. Within all of these chapters and factors that link to total quality management, are also identifiable and practical means to allow a business to work effectively on a management levels between customers, employees and suppliers. Several examples are given that allow for practical tools and guidelines to be given to improve the overall quality within a business. This includes evaluations, surveys, training and development options and analytical processes that provide a business with the best options for allowing the company to work towards success. Options such as balance scorecards, for example, can be used for suppliers and employees to allow for continuous improvement and evaluation within the organization. By combining this in with customer satisfaction, employee development and supplier partnerships, is also the ability to focus on continuous improvement and to allow the environment to change and grow with the organization. This continuous learning leads to more strategies and implementation of plans that can work more effectively and that will allow all individuals linked to the business to be satisfied with what is available to them. Conclusion Within the major concept of total quality management is also the ideal of continuous improvement within an organization. Understanding the various levels of how this works and what it includes is the main point of the book, “Total Quality Management.” Through both philosophical ideals of what this should include, as well as practical implementation that can be used for a business, is also the understanding that a business can strategically grow by understanding specific perspectives that affect the overall business. References 1. Besterfield, Dale, Carol Besterfield – Michna, Glen Besterfield, Mary Besterfield – Sacre. (2002). “Total Quality Management.” 3rd Edition. Prentice Hall: New York. Read More