BUS443 wk3 assignment

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Ashford University *

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443

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Management

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Jan 9, 2024

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The Total Quality Management Process Jamie Hill University of Arizona Global Campus BUS443: Quality Management for Organizational Excellence PROF. Khang Ta August 18, 2022
"Total Quality (TQ) is a people-focused management system that aims at continual increase in customer satisfaction at a continually lower real cost" Evans & Lindsay (2020), What distinguishes each business is the extent to which quality issues are integrated into their management process. A company's quality management objective is to provide high-quality products and services that satisfy customers. Quality is one of the characteristics that businesses may leverage to obtain a competitive advantage. To describe how the organization uses quality in its operations, this paper will define total quality management (TQM) and its components. The next sections will describe how TQM works with each of its principles and its significance in the organizational process. Finally, TQM tools such as control charts and flow charts will be discussed in detail, along with their goals and benefits. Total Quality Management (TQM) is a management style that involves three steps. These steps are a commitment from everyone in the organization, dedication to a high level of quality in every process, and a focus on customer satisfaction. The “T” in TQM means Total, Involving the whole organization and every aspect of its business . The “Q” represents Quality, which aims to fulfill customer needs and expectations all the time. Lastly, the “M” signifies Management. This step is for e mpowering everyone in the organization to achieve high-quality results. TQM unifies all functions inside an organization. It encompasses all aspects of planning, sales, marketing, production, technology, design, and financing. As a result, improvements may be made in every area to meet customer expectations and achieve organizational goals. (Naomi, n.d.). Total Quality Management is based on eight well-known concepts, all of which work to enhance management procedures and produce better results to satisfy customers while never sacrificing company objectives. The following are the TQM guiding principles:
Customer Focus prioritizes the demands of the customer. Regardless of the company's potential for growth, the demands and pleasure of its consumers must always come first. The decision would encourage the creation of long-term loyalty and trust. Total Employee Involvement consists of every staff member's involvement to implement any changes that the organization deliberates on. Starting from the top-level executives down to the least paid worker must be aware of the change for goal. The involvement of everyone would ensure a seamless implementation of change to meet customers’ needs and expectations. Centered on Processes: It is undeniable that as an organization's procedures improve, so does its output. To enable the planned and designed output to be improved, the organization must plan around the management process. Whether the process' output meets the expectations of the customer or not, a company must be accountable for it. Processes are given a lot of attention by TQM, which ensures quality by defining, monitoring, and controlling. Integrated Business Approach: As various departments in a company expand, they frequently establish their procedures. Significantly, managing multiple departments utilizing diverse techniques is quite difficult. Instead, TQM requires that all vital business processes be deployed throughout the organization. A Systematic, Strategic Approach necessitates a systematic plan focused on quality improvements to meet the satisfaction and needs of customers. Furthermore, a very structured system would incorporate the implementation of the plan. Indeed, an implementation may follow may appear that implementation follows planning, but many organizations fail to include one of these elements in their planning.
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Continual improvement is one of the principles of TQM that looks for every possibility to advance. Every department must stay alert to identify areas for improvement. When this element is detected, a strategic plan is created to enhance the improvement process. The company must always concentrate on developing and not settle on a current plan that is seen to be working well enough. Fact-Based Decisions are a TQM principle that bases its strategic decisions on facts, mitigating any kind of assumption that can lead to failure. Metrics for making decisions should be gathered and evaluated according to the objectives. Even though there are many options, each analysis should be used. Hypotheses should never be used to speed up the organizational process. Consider a company that wishes to improve. In this case, it should stop concentrating on how satisfied it thinks the customer is and instead focus on what those requirements are, as shown by the analysis of the data acquired. Communication is the final principle of the TQM. Members of the organization should be able to communicate with each other in both directions. Each employee must comprehend the management's aims and objectives and demonstrate this comprehension to demonstrate that they have understood the material. Every employee, without exception, must participate in the information flow. The awareness would aid the management procedure, reassure the organization that communication is achieved, and ensure that improvement would materialize (Naomi, n.d.). TQM has been discovered to have considerable advantages in several other areas in addition to enhancing the quality of goods and services to satisfy consumer expectations and demands. When used consistently throughout time, TQM lowers manufacturing costs, An organization's profit would increase as expenses declined since there would be less capital
discarded on waste and loss. TQM unquestionably results in a boost in the organization's production. Productivity has increased while disruptions decreased. TQM's strategy plan has proven advantageous from an employee perspective. Due to an established and tested structure that was developed and created by the whole department of a business, the operation has become effortless for staff. Less time would be wasted by staff members seeking to address issues, but instead implementing new improvements. Additionally, it has dramatically reduced the expense of acquiring and training qualified recruits. TQM-based management would result in fewer errors and mistakes in the outputs of goods and services. TQM would, nevertheless, ensure that customers’ expectations and satisfaction are met with error-free goods and services. In fact, fewer customer complaints would forge a strong bond and boost brand loyalty (Naomi, n.d.). A variety of TQM tools may be employed to enhance an organization's operations. Among these tools are a check sheet, fishbone diagram, flow chart, Pareto chart, histogram, scatter diagram, and control chart. With the use of these tools, it is possible to pinpoint the areas that need improvement and the quality issue. To plan and adjust for improvement, it would be helpful to examine quality-related concerns, evaluate data, pinpoint the source of management quality difficulties, and measure the outcomes (Naomi, n.d.). The flow chart and the control chart are two of the TQM tools mentioned above that will be covered due to their relevance and benefits to the TQM process. A flow chart is a graphical depiction of sequential management activities. A flowchart allows you to adjust, adapt, or maintain a process at any step along the way (Lynch, 2021). Using a flow chart, the operation manager might identify the process component that is incorrect and inconsistent with management quality. Another TQM tool that assists in examining changes over
time is the control chart, which plots data change over time. It serves to analyze the variance existing in an organization's processes to determine if procedures are performing as expected. Control charts might be used regularly to check the quality of operations (Lucid Content Team, 2019). A differentiating trait of goods and services that are linked to customer satisfaction is quality. It helps consumers differentiate between brands. The ambition of the company to outperform competitors is as important to it as it is to its consumers. Total Quality Management (TQM) aims to achieve the organization's performance standards by guaranteeing continuous operation improvement with the inclusion of all management levels, from the entry-level worker to the CEO. By making customers the focal point of its decision-making process, TQM prioritizes their needs and wants. It ensures that the company's aim and objectives are met while considering the demands, expectations, and satisfaction of its customers.
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References Evans, J. R., & Lindsay, W. M. (2020).   Managing for quality and performance excellence   (11th ed.). Cengage Learning. Lucid Content Team. (2019, November 15). Control chart: A key tool for ensuring quality and minimizing variation. Control Chart: A Key Tool for Ensuring Quality and Minimizing Variation | Lucidchart Blog. Retrieved from https://www.lucidchart.com/blog/how-to- make-a-control-chart Lynch, A. (2021, April 14). The benefits of flowchart: EdrawMax. Edrawsoft. Retrieved n.d., from https://www.edrawsoft.com/flowchart-benefits.html Naomi. (n.d.).   Total quality management and Six Sigma   (Links to an external site.) . Six Sigma Study Guide. https://sixsigmastudyguide.com/total-quality-management-and-six-sigma/