Total Quality Management at ABC Company - Research Proposal Example

Total Quality Management Name: Course: Tutor: Date: Abstract This research investigates on how Total Quality Management improves ABC Company’s performance. It will entail the background where we shall understand what TQM is and how it improves performance in the organization. Research questions, objectives, and aims are discussed. Literature review is explained in detail, which include the principles of Total Quality Management (TQM) and their importance to the organization. In addition, literature review elaborates on how TQM was adopted in Japan after World War I and how it was improved till its current status Nevertheless, methodology used in collecting the data and information is explained in detail. In methodology, the two methods used are questionnaires and interviews. Disadvantages and advantages of both methods are explained. Finally, the results, contribution, and importance of ethics in the research are discussed Investigation on how Total Quality Management improves ABC Company’s performance Background Total Quality Management (TQM) is important in organizations especially to ABC Company, which manufacture and sells foodstuffs. Total Quality Management (TQM) refers to the structured system used by organizations to meet and exceed customer’s needs and expectations. This can be achieved by creating a wider participation in the organization through planning and execution of improved processes and procedures (Air University (U.S.). Library, p. 63). TQM in most organizations functions based on the quality of processes and products is the obligation and duty of everyone who is involved in creation of the products in the organization (Ashley, p, 78). Quality of products is essential because customers are sensitive to the products they consume. The top management in all organizations tries to motivate its staffs and other stakeholders to cooperate in order to satisfy the clients or customers of the organization. Total Quality Management (TQM) capitalizes on the principle of cooperation or involving everybody in the product manufacturing. It should involve all suppliers, workforce, management, government, and customers in order to meet all their needs, desires, and expectations (Earl, p. 200). This is according to the research studies done by Schroeder Cua, and McKone. They identified nine practices that if they are met, it will improve the performance of the company. These nine Total Quality Management (TQM) practices are cross functional training and employee involvement, committed leadership, product design, strategic planning, supplier quality management, process, information and feedback, and customer involvement (Bertrand & Université du Québec à Hull, p. 45). Total Quality Management (TQM) is an approach used by the management where their main focus is on the improvement of the quality so it can gain competitive advantage. Satisfaction of the customers will be achieved if the products of the company meet their needs. This is achievable if the management involves all stakeholders, which aims at getting long term success (Giovanny, p. 34). The customers and other stakeholders such as society should benefit and get satisfied. In trying to satisfy the customers effectively and efficiently, it does not compromise ethical values and standards. TQM should be addressed because this is an area where many organizations have not utilized yet it is the only way of improving organization’s performance (Earl, p. 201). The study is done because it is important in guiding organizations towards achieving their goals and objectives. In addition, Total Quality Management (TQM) approach is significant because it is easier to be achieved than any other approach. Satisfying the customers, employees, and other stakeholders is the only way to gain competitive advantage in the market (Jutkiewicz, p. 440). It looks at all quality measures by integrating all quality-related factors, processes, and functions in the company. Quality improvement, quality control and maintenance, quality assurance, and managing and controlling quality design are the main focus. ABC Company has been working round the clock to ensure it incorporates all the practices and practices in the organization (Bertrand & Université du Québec à Hull, p. 46). Research questions Why should a company adopt Total Quality Management (TQM)? When should a company adopt Total Quality Management (TQM)? Will Total Quality Management (TQM) improve the performance of the company? What are the principles of Total Quality Management (TQM)? Objectives To determine whether TQM has relationship with the performance of the company. To understand the principles of TQM and how it helps improve the quality of products. Aims of this research The main aim of research is to find out whether this approach will improve the performance of ABC Company. I conducted research to find out the details of the TQM approach and its importance to the company’s performance. In addition, it is to guide ABC Company on what is required through Total Quality Management (TQM) to improve the quality of its products and services in order to gain competitive advantage in the industry. The other aim is to find out how the principles of TQM are important in the performance improvement of the ABC Company (Ashley, p, 79). Literature review Total Quality Management (TQM) has evolved for many years because it was initially known as quality assurance approach or method. This was first developed at the time of World War I. this was because of production of poor quality that was witnessed. Large scale production of goods that do not meet the customer’s needs and expectation was an issue that had to be addressed. Due to the customers who are not satisfied, it has led to many complaints from the customers and other stakeholders (Earl, p. 202). To correct this situation that was worsening, quality inspectors were introduced so that they could monitor and control all production lines. This was meant to reduce or minimize poor quality products by setting standards required to be maintained (Giovanny, p. 35). It was after the World War I that the inspection was intensified in the manufacturing and processing environment. Because of lack of procedures and proper guidelines, it led to the introduction of Statistical Quality Control (SQC). This was developed by Dr. W. Deming Edwards. This method of determining the quality of products based on sampling provided statistical approach in the industry. Because it was difficult to inspect all items, a sample of products is tested randomly (Bertrand & Université du Québec à Hull, p. 47). Statistical Quality Control (SQC) is a theory that is based on the notion that production procedures can lead to variation in the production of end products. To correct this variation in the process, it was important to remove the variation; hence, leading to higher level and improved quality of products at the end of the process (Giovanny, p. 36). This approach did not last because after World War II, there was production of large quantities of goods in Japan, which were of poor quality. Because of this, quality control took a centre stage in Japan where Dr. Deming was invited to train production engineers on how to improve quality processes in the production of goods. By 1950, quality control measures were made part of manufacturing and production of goods in all manufacturing industries. Employees were equipped with the required skills, knowledge, and competency so that the quality of products could be improved (Earl, p. 203). The quality of products had improved significantly by 1970 because total quality was critical by then. This was made to be a company wide participation where it could involve the top management to all employees in quality control and improvement (Morfaw, p. 183). By 1980, most non-Japanese firms were adopting quality management processes and procedures because they had realized its importance in improving performance of the company. During this time, it led to the birth of Total Quality Management (TQM). This was one of the quality focused strategies adopted to improve and sustain the quality of products, which had deteriorated. This was the focus of many companies because those who did not adopt it could face stiff competition and customers could not buy their products in the market leading huge losses (Jutkiewicz, p. 444). Principle of Total Quality Management (TQM) Total Quality Management (TQM) refers to the management of procedures and initiatives in organizations. These initiatives aim at delivery quality products to all customers in the target markets. There are a number of principles that support TQM. Executive management – It is the mandate of the top management to act and drive Total Quality Management (TQM). They can do this by creating an environment that is favorable for the success of the organization. Secondly is the training, where employees should receive continuous training on the approaches, concepts and procedures used to improve the quality of the products. Training will equip the employees with knowledge, understanding, and skills on how to improve the quality of the products through the processes involved. Training is a principle that is key in the management and production of goods that meet the standards of the customers (Dhanakumar, p. 132). Customer focus is the third principle that Total Quality Management (TQM) has employed to improve the quality of products. Customer focus is where the company focus on producing goods that meet customers needs in the market. Customers who are satisfied with the quality of products will be retained and maintained in the company. However, if the qualities of the products do not meet customer’s needs, they will look for other companies that produce the same products and meet their needs. ABC Company should focus on what customers want because customers determine the success or failure of the company (Earl, p. 204). Methodology and Tools is a principle that guides companies on the methods and tools to use to produce quality products. The company should use the most appropriate methods and tools to ensure non-conformance or low quality products are identified and eliminated before they are distributed to be sold in the market (Morfaw, p. 187). Appropriate methods and tools should be consistent to produce what is expected by the customers. Quality products will improve the image and reputation of the company; hence, gaining competitive in the market. Decision making principle is essential because it guides the top management on how to make decisions that aims at improving the quality of the products (Dhanakumar, p. 133). Decisions should be made based measurement and what is happening in the market. Continuous improvement principle is important because it aims at improving the quality and manufacturing procedures. Company culture principle should aim at uniting the employees to ensure that they work together to improve the quality of the products. A culture that unites employees will in the long run sustain itself in the competitive market. Lastly is the employee involvement principle that will ensure employees identify and address problems related to the quality of products (Bertrand & Université du Québec à Hull, p. 49). Methodology When conducting research, I used was questionnaires and interviews where it was appropriate. The most appropriate method I uses was open-ended questionnaires in order to ensure there was consistency from the customer who answered the questions I administered to them (Giovanny, p. 37). Disadvantages of questionnaires Questionnaires occur after an event has occurred; hence, like any other evaluation method, participants may forget some important issues. This may lead to inaccuracy in the data and information collected. Questions in questionnaires are standardized. This means that, the questions may be misinterpreted by the participants because it is not possible to explain to them. To solve this problem, it is advisable to pilot the questions in small groups of friends or colleagues. Open-ended questions can take long to process and analyze the data because it can generate a lot of data and information. To limit this, the number of spaces available should be reduced so long as it does not restrict the participant from giving accurate information. If the questionnaire will take long to complete, the respondent may answer the questions superficially. To avoid this common mistake, one should not ask too many questions that may make the respondent bored (Dhanakumar, p. 134). In addition, the respondent may not be willing to answer the questions. The respondents may not wish to reveal certain information because they not benefit from it or penalized if reveal such information (Leigh & Temple Junior College, p. 123). They should first be told why the information is being collected and the importance of the results to them. If the information is sensitive, then they should be assured of confidentiality. The respondents should be asked to be honesty and open because a negative response is useful as a positive one. The questionnaires should be anonymous and respondents should not provide wrong information because it will lead to wrong results (Department of Defense, p. 17). Advantages of questionnaires Questionnaires are standardized; hence, they are more certain and objective than interviews because responses gathered are standardized too. It saves time. It is relatively quick to collect information or data from the respondents when using questionnaires. However, it is not guarantee that it will take a shorter time because situations and circumstances vary. It can long to design, apply, and even to analyze. Large information can be collected from a group that is larger (Leigh & Temple Junior College, p. 124). Questionnaires can be administered to many people within a short period of time because respondents frequently visit the premises; hence, can be given. However, the rates of return can be very low if the questionnaires are left for the respond to take them and return at their own wish. It is only possible to get high rates of returns of questionnaires if it is administered in a class (Air University (U.S.). Library, p. 66). Interviews Interviews were necessary especially when I wanted vital information from the top management of ABC Company. The top managers may not get time to read all the questions; hence, the most appropriate method of collecting information is through interviews (Department of Defense, p. 18). Advantages of using interviews It is appropriate when the respondent lacks writing and reading skills to answer a questionnaire. Secondly, it is useful when dealing with complex topics and because it produces a higher response rate. In addition, the interviewer can ask for more clarification or details from the interviewee. Disadvantages of using interview It is time consuming because one has to book appointment. Booking appointments is not easy especially if you are targeting the top management of an organization who have tight schedule. The data can be affected by the interviewer if he is not consistent leading to inaccuracies or manipulated information. If the interviewer asks only closed questions, it can lead to biasness. Nevertheless, interviews cannot be used for a large number of people like questionnaires (Dhanakumar, p. 136). Results, contribution, and ethics From the research I conducted, I found out that, TQM is essential in the organization and should be adopted in order to improve performance. TQM makes organizations remain more competitive in the market, which has been enhanced by globalization. Growth and longevity of the company will be improved because new culture will be established (Giovanny, p. 39). Total Quality Management (TQM) has nine principles that that act as the pillars in the management and application of TQM. TQM cut across all the stakeholders in the organization because each one is given a chance to participate in decision making. This reduces stress, friction, and waste of time (Earl, p. 205). In addition, it promotes cooperation, unity, partnerships, and team building. I also found out that TQM should be applied continuously in the organization because quality of the products should be maintained for it to attract more customers and retain the existing ones (Air University (U.S.). Library, p. 67). The ethical standards of the organization should be maintained at all times because it is necessary to adhere to the code of conduct and ethics in the organization all the time. The contribution from the stakeholders was overwhelming because of their cooperation. TQM should be addressed because this is an area where many organizations have not utilized yet it is the only way of improving organization’s performance (Department of Defense, p. 19). The code of conduct and ethics was important because some information collected was sensitive and respondents needed to be assured of their confidentiality (Leigh & Temple Junior College, p. 126). However, TQM cannot be achieved without the cooperation and support from all the stakeholders such as customers, employees, top management, quality assurance team, and others who have interests in the quality of the products. Satisfying the customers, employees, and other stakeholders is the only way to gain competitive advantage in the market. It looks at all quality measures by integrating all quality-related factors, processes, and functions in the company (Dhanakumar, p. 137). References: Air University (U.S.). Library. 1994. Total quality management (TQM): selected references. New York: Air University Library. Pp. 63-67 Ashley, R.R. 2008. Total Quality Management (TQM). Sadr: Author House. Pp. 78-79. Bertrand, K. F. & Université du Québec à Hull. 1993. Total quality management (TQM): success factors in the service sector. New York: s.n. pp. 45-49. Department of Defense. 1990. Total Quality Management (TQM): Group Dynamics Workshop. New York: Booz, Allen & Hamilton. Pp. 17-19. Dhanakumar, V. G. 1999. Total quality management (TQM) for plantation industry. New Delhi: Anmol Publications PVT. LTD. Pp. 132-137. Earl, A. H. 1994. Total quality management (TQM): implementation in a not-for-profit research and development organization. Florida: Nova Southeastern University. Pp. 200-206 Giovanny, T. 2002. Total quality management (TQM): private vs. public sector. California: California State University, Northridge. Pp. 34-39. Jutkiewicz, C. 1991. Total quality management (TQM): research guide & sourcebook. Dubai: Timeplace. Pp. 440-444. Leigh, D. & Temple Junior College. 1993. Total Quality Management TQM: training module on "Overview of TQM". New York: Temple Junior College. Pp. 123-126 Morfaw, J. 2009. Total Quality Management, TQM: A Model for the Sustainability of Projects and Programs in Africa. New York: University Press of America. Pp. 183-187 Read More