Impact of Total Quality Management on Customer Satisfaction

Literature review

Table of Contents
Literature review .............................................................................................................................3
REFERENCES................................................................................................................................1

Literature review
Theme 1: Concept of TQM
In accordance to Anil and Satish, (2019), total quality management referred as the
management approach for the company that is centred on a quality on the basis of commitment
& participation of external and an internal customers. It aims at gaining long run success
strategically by way of customer satisfaction and the benefits to each and every member of an
enterprise and towards community. It is reflected as the strategy of top management that aims at
embedding an awareness of the quality in an organizational processes. TQM is stated as an
internal part that helps in making strategic decision. This method requires that firm need to
maintain standard quality in every aspect of the business. It ensures that the things are been done
right at first time and that the waste & defects are been eliminated from the operations.
Bouranta and et.al., (2019), reviewed several characteristic and the nature of TQM which
depicts that it is been initiated by the top management by developing an environment that is team
oriented and seeks for creating a culture that is quality oriented which in turn prevents problem
and improves the process continually. It seems as the continuous process as it helps in producing
a quality service and the product. Under this all the workers need to work constantly as the team
in common direction to attain effectiveness and efficiency in the process of an entity. It is
counted as the part of a strategic planning as TQM policy is been made for long run planning and
this policy need to be a part of the strategic planning in getting desired results. An end result of
the TQM is counted as complete customer satisfaction by providing them with the quality
services and the products. This process considered as team work as success in respect of the
quality standard and culture regarding team formation.
Moreover, TQM relates with continuous improvement in the quality by way of delivering
the quality services and the product. Through TQM, all the processes are been developed in an
improved manner. All employees are involved in the programme regarding TQM for the
purpose of improving quality aspect at the workplace. Furthermore, every employee is seen as
responsible for success of TQM as there commitment for producing quality services and
products is very important.
Theme 2: Contribution and theories relating to total quality management that leads to
customer satisfaction