The paper "Quality Management Systems" is a great example of a report on management. Total Quality Management is all about continuous improvement and customer satisfaction and adoption of such a system can help an organization effectively manage its quality improvement objectives. However, the adoption of such a useful quality-oriented system does not necessarily mean an instant improvement to the organization. This is because there are several considerations to be made and a number of influencing factors that should be taken into account before any quality initiative could start. An organization in general must understand its customers’ needs and expectations along with different perceptions of quality.
Moreover, maintaining customer satisfaction entails continuous monitoring and improvement thus an organization must be ready and committed before they completely adopt a TQM. The following sections discuss several important issues about Total Quality Management and these include understanding customer needs and expectations, perception of quality, implementing and achieving improvement, creation of quality team/circle, and the difference between BS EN ISO 9000 and Total Quality Management. Total Quality Management Customer needs and expectations Customers are the lifeline of any business and they expect a certain degree of quality whenever purchase a product or service (Schiller et al.
1994, p. 29). For this reason, a certain product or service must satisfy these expectations and ensure a high degree of satisfaction. For instance, when a certain customer purchased an HD television set, he or she expects to see highly defined images. Similarly, when a certain customer asked a maintenance company to fix a leaking faucet, he or she expects an expert plumber who can do a quality job in no time.
However, delivering what the customer wants is only possible if the needs and expectations of the customer are clear and well-defined. According to Yoji Akao (Kumar 2006, p. 41), the basic needs of customers fall into three categories that include specific requirements they individually express, the quality they will normally expect, and improvements they don’ t expect but they can easily recognize. Since most customer demands are translated to manufacturing specifications, it is very important to accurately identify customer needs and expectations particularly the product functionality and quality.
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