Essays on Quality in Customer Focussed Operations Case Study

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The paper "Quality in Customer Focussed Operations" is a perfect example of a case study on management. In the automobile industry, car manufacturers are increasingly emphasizing on putting quality in place and integrating it with the management system with the view of delivering quality products to end-users. This is specifically because of intense competition in the industry (Osman 2009). Total Quality Management TQM has become gradually more prevalent as a management strategy to ensure customer needs are satisfied through improving product and service quality. As a management philosophy, TQM is crucial for an organization to survive within a competitive environment.

This report examines Toyota Motor Corporation. The company has become the largest carmaker due to its unique TQM. However, certain problems with its TQM have also threatened its market leadership. For instance, although Toyota was the leading carmaker in 2010, the company’ s performance dwindled in the subsequent year as a result of losing its market share to General Motors and Volkswagen. This report analyses the company’ s scenario. It further recommends steps the company can take to regain its market share. Case ScenarioToyota Motor Corporation is a global leader in automotive manufacturing.

The company sells its vehicles in more than 170 countries across the globe. The company has designated its customers to be the responsibility of the marketing department as well as the entire organizational processes (Toyoda 2013; Hoque et al. , 2013). Toyota has however reported the highest number of car recalls signifying a problem with its quality management system. Between 2009 and 2010 for instance, the company recalled over 9 million cars, and between 2010 and 2013, 7.43 million cars.

These impacted the company’ s finances further indicating gaps in the company’ s QM (Toyoda 2013). Aside from car manufacturing, the company offers financial services through its financial services division. In 2010, the company was ranked first in regard to units of vehicles manufactured. During the year, the company’ s global market share was at 11 percent ahead or Volkswagen and General Motors (GM) at third and second in that order. However, the company’ s performance has been wanting from the first half of 2011 when it lost its market leadership to GM and Volkswagen (Hoque et al, 2013).


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