Total Quality Management Assignment Sample

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Table of ContentsTOTAL QUALITY MANAGEMENT.....................................................................................................1A TQM BASED ORGANIZATION (SADDLE CREEK LOGISTICS)...............................................1ROLE OF INFORMATION TECHNOLOGY...................................................................................1ROLE OF MANAGERS.......................................................................................................................1CUSTOMERS SATISFACTION.........................................................................................................2IMPROVE SERVICE, SAVE TIME AND CONTROL COSTS.......................................................2QUALITY POLICY..............................................................................................................................2DELIVERING EXCELLENT SERVICE........................................................................................3RESPECTING THE INDIVIDUAL.................................................................................................3PROMOTING PERFORMANCE AND ACCOUNTABILITY.....................................................3FOSTERING A SUPPORTIVE WORK ENVIRONMENT..........................................................3BEHAVING WITH INTEGRITY....................................................................................................3LOGISTICS PROCESS FLOWCHART.................................................................................................4CHALLENGES FACED...........................................................................................................................5RECOMMENDATIONS..........................................................................................................................5REFERENCES..........................................................................................................................................5LIST OF FIGURESFigure 1: Logistics Flow Chart......................................................................................................................4TOTAL QUALITY MANAGEMENTThrough a commitment to customer requirements, an organizational advancement is attained bythe company. This management system is known as Total Quality Management (TQM). Tomaintain high standards and strive for continuous improvement, a company meets thoserequirements to empower every employee in every department. The TQM is the precursor ofmany quality management systems like Lean, ISO and Six Sigma. William Deming developedTotal Quality Management. He was a management consultant and his work had a greatimpression on Japanese Manufacturing. It is not same as Six Sigma but there are many things incommon between TQM and Six Sigma improvement process. Six Sigma looks to reduce defectswhere as TQM focuses on ensuring the process standards and internal guidelines to detect andreduce errors.[ CITATION Tot20 \l 1033 ]TQM is basically an ongoing process of detection, reduction and elimination of errors. Theimproved customer service, supply chain management and to ensure that the employees are
trained are streamlined by it. Its key focus is to improve the outcome of an organizationincluding services and goods, through continuous enhancement of internal practices. To hold allparties involved in the production process responsible for the complete quality of the service orfinish product is the main purpose of Total Quality Management.[ CITATION AQu20 \l 1033 ]A TQM BASED ORGANIZATION (SADDLE CREEK LOGISTICS)ROLE OF INFORMATION TECHNOLOGYMost of the organizations are significantly impacted by Total Quality Management (TQM) andInformation Technology (IT) and each has been researched widely. By the advancement in IT, italso played its role in the advance of TQM. In various areas including Total QualityManagement, application of IT is growing and expanding continuously. IT played an importantrole in TQM in many domains like in judging the performance of its workers and by judgingthem individually it makes them accountable for their performances. It has increased thevisibility throughout the workplace by computerization.[ CITATION Kat20 \l 1033 ]To allow foreasier schedule of meetings, it is possible to have the entire workforce’s schedule online, withgroupware. This will allow the working life of workers very visible and open for criticism.Without managerial manual control systems which are time consuming, IT provides a way ofmonitoring and controlling workers.[ CITATION Sub20 \l 1033 ]ROLE OF MANAGERSTo create the organizational environment, strategic dialogue and atmosphere behavior and valuesin which TQM achieve its potential is the responsibility of senior management team. Theinternational authorities on Quality Management like Deming, Juran, Crosby and Feigenbaum, ithas been well articulated. They pointed out that the leadership provided in these matters is thekey to triumph or the disaster of the initiatives. This requires altering the attitudes and behaviorof the people in the organization hierarchy at all levels through an organized, deliberate andsystematic process. Individuals who, as a result of the separate societies of the associationswhere they have worked, absence of TQM training and education, absence of chance, disregard,abuse, and so forth have, in production industry, viewed quality as a methods for arrangingconforming from non-accommodating item and of improving item to forestall nonconformingproducts being passed to clients and who, in service circumstances and open administrations,have once in a while received an 'accept the only choice available' mentality to the buyer and thegeneral public. An environment in which every person in every department is fully committed tohis work and improving his own performance in order to meet the requirements and satisfactionof the customers is not easy to build. Before implementation of anything managers should get alot of training of practices of total quality management.[ CITATION BGD20 \l 1033 ]CUSTOMERS SATISFACTIONCustomer satisfaction is the main principle of the TQM. The success of a company is determinedby its customer satisfaction. It also tells us about the progress of our strategies. If the customersare happy then our strategy is working but if they aren’t then we have to change our strategy.Customer satisfaction is important in order to get good reviews related to your product. If the
customers aren’t happy with the products your company is providing, then they will move toother companies providing same products with better quality.[ CITATION Cus20 \l 1033 ]Some ofthe methods of customer satisfaction includes:Face-to-face dealings with customers should be encouraged.Keep the customers informed and promptly respond to their messages.Being approachable and friendly by customers.Having a customer service policy which is clearly defined.IMPROVE SERVICE, SAVE TIME AND CONTROL COSTSIn order to prevent defects and reduce waste through process improvement and problem solving,Saddle creek employs methodologies of Lean Six Sigma. In the organization, these methods areused in virtually every functional and operation area. The main focus of this program is makinglarge and small scale variations that can:To increase density of footprint.Developing more cube efficiency.Improving cycle time.Reducing damage of products.The shared goals of saddle creek are improving productivity, consistency and accuracy, therebyforming a more effective operation.QUALITY POLICYThe main focus and mission of Saddle Creek Logistics is to provide excellent logistics solutionsand facilities for their customers, no matter whatever it takes.[ CITATION Our20 \l 1033 ]DELIVERING EXCELLENT SERVICEThe superior customer service is delivered by them every time and everywhere. Service is theonly product they sell and service is the only reason behind their existence. The success of thecompany is measured by the value and quality they give to their customers.RESPECTING THE INDIVIDUALAs they want to be treated, they treat every person with respect and dignity. As their peopleplayed role in delivering their services so, their contributions to their success and uniqueness,they treasured them. They created a culture in which employees are treated as part of family andthe desires of people are well-adjusted by the desires of business.PROMOTING PERFORMANCE AND ACCOUNTABILITYTo promote accountability and performance, they provide their customers excellent services. Inthis regard, they have right tools and training and freedom to act. They recompense performance,encourage on worth and celebrate achievement.FOSTERING A SUPPORTIVE WORK ENVIRONMENTThe ideas of their people are valued and their participation is encouraged by them. The men andwomen of every race and origin are welcomed and recruited by them.
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