Total Quality Management in Victoria University

The report highlights the implementation of Total Quality Management in Victoria University, focusing on improving service delivery quality and achieving long-term success. It discusses the rationale for adopting TQM, the outcomes of TQM implementation, and provides recommendations for the university.

Running head: TOTAL QUALITY MANAGEMENT
TOTAL QUALITY MANAGEMENT
Name of the Student
Name of the University
Author Note

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Executive Summary
The Total Quality Management can be taken to be an integral subject which largely focuses on
discussing the manner in which the different operations of the firm can be carried out with
optimum service or product delivery quality. The main aim of the project is to highlight the
manner in which the concepts of TQM can be essentially applied in a business. The business
which has been chosen for the purpose of analysis is the Victoria University. The Victoria
University is one of the largest universities in Australia and hence, in relation to this, the report
highlights the manner in which the total quality management needs to be undertaken by the
organization. Additionally, the rationale for the adoption is followed by the various
implementation procedures which have to be adopted by the firm in order to ensure that, it is
being able to benefit in the long run. Certain recommendations have also been provided which
assist the organization in carrying out the TQM would have been provided.

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Table of Contents
Introduction......................................................................................................................................3
Background of the firm....................................................................................................................5
Total Quality Management and Victoria University.......................................................................6
TQM............................................................................................................................................6
TQM Rationale for Victoria University......................................................................................7
TQM Outcomes...........................................................................................................................9
TQM Plan Implementation........................................................................................................10
Conclusion and Recommendations................................................................................................12
References......................................................................................................................................14

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Introduction
The options which are available to the different students in terms of education have
increased to a great extent and in regard to this, it is integral for the university to ensure that the
quality of the university needs to be maintained and upheld accordingly. Quality cannot be
described as just the product and service which exceeds the standard quality but the kind of
reputation which the university gains for it (Amane et al., 2018). The Quality of a product or a
service which helps in maintaining the customer satisfaction as well as the loyalty amongst the
different students and universities along with reducing the risks as well as the costs of the
replacement of the faulty goods (Dale, Bamford & Van der Wiele, 2016). Therefore, all the
companies and the universities should be required to maintain the quality by gaining the
accreditation with a particular quality standard. The quality maintenance assists in increasing
customer expectations, improving the satisfaction of the students, improving the reputation of the
customers and maintaining the different industry standards as well. Improvement of the quality
not only assists in improving the quality of the service which is being g provided but also assists
in seeing to it that the costs of the business can be saved by minimizing the wastage which
occurs during the different business operations.
According to Din, Abd-Hamid and Bryde (2011), the TQM can be essentially described
as a customer focused organization management system which aims to bring about a continuous
improvement. It not only makes use of data, strategy and the effective communications but
instead also focuses on the maintenance of the service quality and maintaining discipline in the
culture as well as the different activities of the different employees. The focus of the study lies
essentially on discussing the quality standards of the different operations of the Victoria

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University. The Victoria University is a public university which is based in Melbourne in
Australia, and is a dual sector tertiary institution with its overall operations in higher education as
well as the Technical and Further education (TAFE). The University has a large number of
campuses which are essentially based in Melbourne Central Business district, the Melbourne
Western region and in Sydney as well. Additionally, the campus has its overall operations in six
academic colleges, various research institutes as well as various research centers along with the
Victoria University`s Polytechnic (Ebrahimi & Sadeghi, 2013). The institute also provides
courses at some institutions across Asia. However, recently the university has been facing certain
problems with respect to maintain the quality of service which is being provided by the
institution and in regard of this, the main aim of the report is to highlight the manner in which the
concept of Total Quality Management (TQM) can be applied in the operations of the firm and
assist the organization in improving its service delivery quality.

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Background of the firm
As mentioned earlier, the organization carries out a large number of services and provides
a large number of courses to the different students who are present in the organization and with
relation to this, there have been certain complaints regarding the service delivery of the
organization (Vu.edu.au ,2019). Therefore, it is due to this reason that the Top management has
asked that this service quality is improved and in relation to this, the following goals have been
set down for the organization:
1. Creating a student led culture and environment
2. Improving the quality of teaching providing to the students
3. Improving on the resources which are provided to the different students
4. Ensuring that the students get a better access to the library and the educational facilities.
5. Becoming a country leader in providing sound education to the different students (Yusof
& Aspinall, 2000).
Hence, it can be defined that these goals of the organization primarily focused on the
students; however, the firm will be required to see to it that, it is being able to focus on the
teaching staff as week; the goals of the organization which have been designed for its teaching
staff can be stated to be as follows:
1. Supporting the different teachers who are essentially involved in the teaching procedure
of the different courses
2. Creating a work environment which is conducive in nature and provides ample
opportunities for the different teachers.

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3. Ensuring that the different teachers can be essentially involved in the different services of
the organization and that they are provided with adequate resource facilities.
Total Quality Management and Victoria University
TQM
The total quality management comprises of the organization wide efforts in order to
install as well as make a permanent change in the overall work environment of the different
employees in order to ensure that, continuous improvement can be brought about in the quality
of the services which are being provided to the different employees (Garvin, 1987). It also
comprises of ensuring that in addition to the production activities which comprise of the
activities like sales and marketing, accounting, finance and engineering, the firm is largely
obligated to improve its overall operations. The management of any firm generally tends to
emphasize on ensuring that the various internal operations which comprise of the maintenance of
the quality through funding, training, staffing and other goal setting activities (Garza-Reyes,
Rocha-Lona & Kumar, 2015). TQM intends to draw on efforts which help in ensuring that the
quality can be controlled effectively in an organization. TQM effectively functions on the aspects
such as ISO 9000, Six Sigma and the aspects of Lean manufacturing.
The scope of TQM in education states that, the TQM tends to represent that there needs
to exist a permanent shift in an institution focus away from short term expediency to the long
term quality improvement (Goetsch & Davis, 2013). In case of the education, the three levels of
application of the quality can be understood to be the management process of a school whereby
the aspects like the strategic planning, staff development, recruitment and the deploying of the
various resources are involved. This helps in measuring what is taught to the student and the

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means which ca be deployed to assess these means (Jiménez-Jiménez et al., 2015). The next
level tends to focus on the teaching of quality to the customers who are the students. The
students in an university can be essentially recognized as customers as well as the workers in an
educational scenario and in regard to this, it is important that their learning procedure is
evaluated soundly and that they are made to accept responsibility for their learning.
TQM Rationale for Victoria University
According to Mehrotra (2015), the Universal endorsement can be essentially described
as the fact that all the aspects of an organization need to be considered with the TQM. In case
there is a scenario whereby the management is not involved with the TQM activity, then in such
a case, the implementation procedure does not turn out to be successful in the long run. The
TQM is generally accomplished by a series of small scale incremental projects and aims to
undertake solid and lasting change which is generally based on bringing about long term and
better change facilities (Pantouvakis & Psomas, 2016). It must be understood that in order to
being about a success in the overall operations of the organization, it is essential critical to bring
about a change in the culture of the firm and very often this is considered effective only when the
staff is induced to produce quality. This can be largely implemented by ensuring that the
environment in which the staff tends to function is suitable of the work and additionally, the
tools of the system, the trade and the systems need to be in a manner such that the job can be
carried out effectively (Para-González, Jiménez-Jiménez & Martínez-Lorente, 2016). Another
major step which may be adopted in case of the recognition and success can be done by
appreciating the work done by the leaders and further influence them to perform in a better
manner. This encouragement and success which is provided to the different employees tends to
help them to appreciate their overall achievement and coach them into greater success.

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Figure 1: The TQM benefit for the Educational institution
(Source: Parsons, 2017).
From the customer’s point of view in maintaining quality within the education industry, it
can be rightfully mentioned that the upside down organizational focus generally tends to lie on
the structure of authority in the school and how the senior management has been providing
quality and authority. Hence, with respect to the above analysis, it may be considered important
to note that in order to follow the different guidelines related to TQM, it may be considered
relevant to note that the Quality needs to be essentially matched with the expectations which the
different customers have set for it (Parsons, 2017). The quality can be essentially considered to
be a factor which is set down by the different customers and the extent to which the institution is
being able to provide them with the chosen quality. The expectations of the different customers
and employees can be considered to be largely diverse in nature and hence, the TQM needs to be
considered to be a relative weight which is generally assigned to the different students and staff
at different educational levels (Ross, 2017).

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TQM Outcomes
The reason why the TQM should be implemented for the Victoria University is to ensure
that the University is successfully able to attain the benefits of retrieving the quality of the
operations and be able to attain a higher level of success as compared to the different competitors
of the firm who are present. The implementation of the TQM will assist the organization in the
following manner:
1. It will help the University in remaining customer focused. This means that by applying
the different techniques of the Total quality management, the firm would be essentially
able to provide adequate initiatives to improve the quality like the training of staff, design
process, upgradation of software and other such methods (Ross, 2017).
2. The University may turn out to become process centered which may then assist them to
take input from all the parties who are involved in the task and essentially be able to
undertake various initiatives and steps which may thereby assist them to attain their
overall objectives (Sashi, 2012). Secondly, it may also assist the university in adopting a
systematic approach to the overall management thereby undertaking decisions
strategically and ensuring that the different employees are able to understand.
3. Continuous improvement is always preferred and this is the reason why the firm may
intend to undertake the adoption of the Total Quality management as it may assist the
different employees in performing considerably well and may enable them to improve
their operating on a continuous basis.
4. Additionally, this will improve the overall communication level of the industry along
with improving the fact based decision making. This will assist the University in seeing
to it that they are being able to undertake activities which are more suited to the overall

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objectives which the firm has set out for itself and additionally, helps them in engaging in
effective communication.
TQM Plan Implementation
The education imparted in the different universities have to be centered around the
process of learning and with relation to this, it is important that the issue of total quality
management needs to be taken seriously in order to see to it that the strategies for the
individualization and differentiation are taken in a sound manner. The universities tend to have
an obligation to make the different learners well aware of the learning methods which are widely
available to them and hence, they will be required to provide the learners with an opportunity to
undertake the process of learning effectively and engage in different styles and procedures as
well (Steven, Dong & Dresner, 2012). It has to be understood that the Learner or the student in
case of the Victoria University is the primary customer and hence, it may not be possible for
them to achieve total quality without meeting the individual needs. Hence, the mantra of `all
shared succeed` needs to be effectively followed by the Victoria university in order to engage in
long term success. Therefore, for the University, it is largely recommended that the framework
which they should be adopting is the framework recommended by the Dr. W. Edwards Deming.
The TQM principles need to be adopted as a checklist for the implementation.
1. Creating a constancy of purpose: With respect to this, the Victoria University
would be required to see to it that, they are being able to create a purpose before
implementing the TQM program

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2. The different managers implementing the plan would be essentially required to
develop a new philosophy which would help them to attain the goals (Suwandej,
2015).
3. They would be required to cease the dependence on mass inspection as this would
assist them in seeing to it that the quality of services can be maintained
4. They will also be required to end the practice of measuring success solely on cost
but would instead be required to undertake other measures as well.
5. The Victoria University would be required to undertake a regular analysis on the
improvement procedure and thereby institute training as well as leadership so that
the objectives which the University has set out for itself can be successfully
achieved.
6. The firm would also be required to dry out fear and break down the different
barriers which it feels is stopping it from attaining its overall objectives (Tarí &
Dick, 2016).
7. Additionally, Victoria would also be required to see to it that it is being able to
break down the numerical quotas which the firm has set for it as they do not fulfill
the requisites of the TQM policies.
8. Additionally, Deming also suggested that the entire firm would be required to be
involved in the procedure of ensuring Total Quality management as this would
make the process better implemented.
9. Lastly, the managers need to be involved in the operations thoroughly and make it
happen so as to see to it that, the organizational goals can be achieved
successfully.

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Figure 2: The Deming points
(Source: Yusof & Aspinall, 2000).
Conclusion and Recommendations
Therefore, from the analysis it can be understood that the Victoria University has been
performing considerably well but it needs to apply the different Total Quality management
principles in order to see to it that it is being able to attain all the objectives which have been set
out for itself. Hence, establishing a strong change management procedure along with a strong
evaluation procedure is crucial. The evaluation of the program by the university needs to be
carried out continuously and not just the end of the program. The Deming principle was followed
and needs to be applied in all the institutions of the University. The report examined the concept
of TQM and examined the ways in which the concept can be essentially applied to the different

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domains of the business. The rationale for the application of the same in the University was
provided and the Implementation steps have been presented. The following recommendations
can be adopted by the firm:
 The University can gain the support of all the participants during the supervision
procedure
 It can identify the students and focus on retaining the process
 Make use of the Deming 14 points as a guidance and checklist during the implementation
procedure.

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