The paper "Total Quality Management at Saudi Standards, Metrology and Quality Organization " is a great example of a management case study. Total Quality Management is an organizational and managerial philosophy that focuses on customer satisfaction. Consequently, the provision of quality products and services are geared towards the satisfaction of the needs of the customer. The word “ Total” emphasizes the need for all the personnel of the organization to contribute collectively towards customer satisfaction; which ultimately, improves the organization and services or goods that it produces. This paper will focus on two subject matters.
First, an examination of the concept of Total Quality Management in the broader context of customer value in relationship to customer value strategy and processes. Further, another theme that is discussed is the exploration of the concept of customer value, identity measurements of customer values, the techniques that are related to customer value, and the relevance of customer loyalty. The focus organization in the above considerations is SASO; with its vision of being a reputable organization in the standardization and quality field at all levels which are regionally, nationally, and internationally, it requires the contribution of all stakeholders to achieve this vision.
In the paper, the steps that have to be taken by the organization will, therefore, be analyzed and ways to improve its service delivery. Introduction The last few decades have seen Total Quality Management (TQM) take an important role in ensuring that activities in both the public and private sectors are improved to satisfy the customer’ s needs (Matei & SĂvulescu, 2011, p. 41). The concept of Total Quality Management started after World War II in Japan.
It paid attention to customer satisfaction, comprehending the customer’ s needs as well as foreseeing his demands, expectations, and proactively addressing the same (Subburaj, 2005, p. 3). Contemporarily, there is a firm competition in various ventures that necessitate various firms, governments, and organizations to be proactive in remaining relevant in the new economic order that is unveiling all over the world. This means that the practices of doing business at all levels of any given country must be changed to match the global trend that is constantly changing (Lindman, 2010, p.
48). Like in any other country there is a body in Saudi Arabia that acts to ensure that goods that are produced and services provided are of the appropriate quality and are well produced following the recommended procedures and conditions. This is the Saudi standards, metrology, and quality Organization whose mandate is concerned with quality standards in Saudi Arabia and to implement the quality standards which comprise the hygiene of products. This it does by providing regulations in various sectors such as agricultural products, textile products, and products from chemicals and petroleum. This is to make sure that, there is an increased level of their quality along with the protection of the safety and health of consumers.
It has to link its management tasks while embracing strategic quality management. Besides, SASO’ s mission is “ To protect the consumer and to ensure the public interest by issuing and applying standards and quality systems, ” (SASO, 2011). SASO task is specialized and technical endeavors to achieve the following. Foremost, is consumer protection; which is achieved through issuing standards as requirements for products, goods, and services in Saudi Arabia.
Secondly, SASO gives support efforts of development in all industrial and commercial sectors. Besides, SASO protects the consumers’ safety and health throughout increasing imported and national products level of quality. Lastly, it also resists fraud and market dumping with counterfeit products. In undertaking the above tasks; SASO employs strategies, for instance, quality control, participation in standards implementation laboratories accreditation and quality management certification (SASO, 2011).
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