TOTAL QUALITY MANAGEMENT - Book Report/Review Example

Through Total Quality Management, employee teams are empowered and trained in such away to make sound decisions that can aid the organization in achieving high quality standards in their services and products. This technique also encourages a shift of responsibilities of controlling quality of services and products to all the employees from the specialized departments. Hence, Total Quality Management is a shift from the organizational bureaucratic approach to a decentralized approach to quality control.

This paper therefore seeks to evaluate Total Quality Management in action and outline how Spencer Company has introduced and developed a holistic system of Total Quality Management. The paper will also document the origin and development of Total Quality Management. It will also show how Spencer Company uses techniques of Total Quality Management in improving the effectiveness and efficiency of their business outcome. Finally, the paper will discuss various principles and approaches of implementing Total Quality Management system and improving customer care implementation as well as the contribution they make in accomplishing the company goals and objectives.

As a large scale company, Spencer improves customer care implementation through implementing the principles of Total Quality Management as follows: the company produces quality products and services the first time they are produced or offered; Spencer puts much emphasis and focus on the customer; the company encourages teamwork and mutual respect among its employees and customers; it continually improves the quality of its products and services; and the company has a strategic approach and mechanism of quality improvement.

Spencer Company uses Total Quality Management in improving the effectiveness and efficiency of their business outcome, this is done through ensuring that Total Quality Management is supported at all the departmental