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Define strategic management within the framework of total quality service - Essay Example

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Such experiences might have involved loss of luggage during flight, purchased product that is damaged or late delivery by pizza delivery services. The customers experience poor quality when…
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Define strategic management within the framework of total quality service
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Download file to see previous pages With the rise of competition consumers have more options than ever. Therefore a dissatisfied is most likely to leave a company and move to another company. Therefore all the major companies round the globe have set customer satisfaction as the prime objective leading to evolution of total quality management. However, before discussing the concept of TQM one has to explain quality. According to experts there is no concrete definition of quality. But still quality can be defined as the fitness for use. It is conformance to requirements. Quality of a product or service can be defined as the ability to satisfy the needs and expectations of the customers. So it can be said that quality is a journey, but not a destination. The concept of TQM has existed for many years, although the meaning and perception towards TQM has evolved over the year. After the World War II the quality became more quantifiable in nature. In the early 50’s statistical sampling were used to analyze the quality of the products leading to the true evolution of TQM. By 1960 thanks to the quality gurus the concept took a broader meaning. TQM can be defined as a method to increase the customer satisfaction. It reduces defects of an organization and increases the productivity. However, TQM is not supposed to be restricted to the production department only (Kundu, 2009, p.130).
TQM can be successfully implemented through an integrated approach adopted by the organization. This requires the involvement of the employees of all the departments, as well as the involvement of top management. A successfully implemented TQM system can help the organization gain strategic leverage. The study looks to explore various key elements of TQM and relationship strategic importance of TQM with respect to various organizational departments and corresponding activities.
Total quality management has deep implications on human resource management. This emphasizes on autonomy, self control and ...Download file to see next pagesRead More
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