The paper “ What Managing Quality Really Means” is an engrossing example of a literature review on management. With the business environment becoming ever so competitive, managers need to understand how best to manage quality in order to improve their managerial, operational, and by extension, the financial performance of their firms. In its most basic form, managing quality is intended to enhance cooperation within an organization in such a manner as to improve the business processes therein. As a result, an organization where proper quality management is practiced is able to meet and probably exceeds customer expectations through the production of goods or services that satisfy their requirements.
Any contemporary manager needs to understand that the increased competition comes with stricter demands for quality. Additionally, the contemporary customer has become more intolerant for products and services that do not meet his or her quality requirements. Partly, such intolerance is blended from the fact that the competitive environment provides consumers with more choices. IntroductionIn order to understand what managing quality really means, this report seeks to define the term quality first. It is however worth noting that the contemporary business environment does not have an accepted definition of the term.
For purposes of this report however, the term quality is defined as a product or service whose design, abilities, field service, and conformance are fit for its intended purpose or use. The fitness of the product or service has to be satisfactory to the user or customer since businesses target satisfying consumer expectations. This definition implies that for any manager to successfully manage quality; he or she must know and understand the consumers’ present and future needs or expectations since such knowledge helps him or her to develop products and services that address the same. In line with the quality management theory, this report is based on the assumption that satisfying consumers’ needs and creating enthusiasm in the consumer market through products and services that address their needs is the crux of managing quality since all businesses in and outside Australia depend on customers to be profitable.
Beer, M. (2003) ‘Why total quality management programs do not persist: the role of management quality and implications for leading a TQM transformation’, Decision Sciences, vol. 34, no. 4, pp. 623-642.
Chen, H. (2002) ‘Benchmarking and quality improvement: A quality benchmarking deployment approach’, International Journal of Quality & Reliability Management, vol. 19, no. 6, pp.757 – 773.
Chien, T. K., Su, C. H. & Su. C. T (2002) ‘Implementation of a customer satisfaction program: A case study’, Industrial Management & Data Systems vol. 102, no.5, pp. 252–259.
Gibson, J.W. & Tesone, D.V (2001) ‘Management Fads: Emergence, Evolution, and Implications for Managers,’ The Academy of Management Executive (1993-2005), vol. 15, No. 4, pp. 122-133
Grant, R. (2001) ‘Improving service quality with benchmarks,’ Educause Review, vol.1, no. 11/12, pp. 12-13.
Leem, C. S. & Yoon. Y (2004) ‘A maturity model and an evaluation system of software customer satisfaction: The case of software companies in Korea’, Industrial Management & Data Systems, vol. 104, no.4, pp. 347–354
McAdam, R. (2000) ‘Three leafed clover? _ TQM, organisational excellence and business improvement’, The TQM Magazine, vol. 12, no. 5, pp.314 – 320
Piskar, F. (2007), ‘The impact of quality management system ISO 9000 on customer satisfaction of Slovenian companies’, Managing Global Transitions, vol. 5, no. 1, pp. 45-61.
Prajogo, D. I (2006) ‘Progress of quality management practices in Australian manufacturing firms’, The TQM Magazine, vol. 18, no.5, pp.501–513
Rahman, S. (2004) ‘The future of TQM is past. Can TQM be resurrected?’, Total Quality Management & Business Excellence, vol. 15, no. 4, pp. 411-422.
Vigoda, E. (2000) ‘Are you being served? The responsiveness of public administration to citizen’s demands: an empirical examination in Israel’, Public Administration, vol. 78, no. 1, pp. 165-191.