(Solution) Total Quality Management: Assignment

Running head: TOTAL QUALITY MANAGEMENT
Total Quality Management
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1TOTAL QUALITY MANAGEMENT
Table of Content
Introduction......................................................................................................................................3
Evaluating the quality of management system used by Vodafone, UK..........................................4
Implementation method used to implement the system..................................................................7
Difficulties encountered at the time of implementation..................................................................8
How difficulties were mitigated....................................................................................................10
Conclusion.....................................................................................................................................11
References and Bibliography.........................................................................................................13

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Introduction
The following report provides an analysis of quality management system set up in
Vodafone in UK. Quality management practice helps to maintain a superior quality products and
services. Certainly, quality remains as the significant parameter, which distinguishes a firm from
its competitors. No organization can proceed successfully without supervising the quality of the
service; as quality is mandatory for customer satisfaction, which ultimately leads to customer
loyalty. Establishment of Quality Management System is crucial because Quality
Management System helps to ensure increased revenue and higher productivity for the
organization. Thus, the following report provides a complete view of how Vodafone implements
its quality management system to ensure quality and effective organizational performance. The
report discusses how quality management system can be developed in Vodafone by embedding
management responsibilities, resources and processes. The report also discusses the challenges
experienced during the implementation of QMS and discusses how they are mitigated.
Background to the firm- Vodafone
Vodafone is one such leading mobile communication providers, which has operation in
more than 26 nations and it has partnership with more than 55 networks around the world.
Vodafone has almost 444 million customers around almost 19.5 million in UK (Al-Zoubi 2013).
The organization makes large investment to improve the quality of service and customer
experience. Vodafone has a story of using its networks and resources to positively impact
people’s lives, which brings about a revolution in access to education, healthcare and financial
services. Moreover, the firm in UK works on the initiatives of helping its customers and location
communities to navigate the challenges and opportunities of the dynamic digital world.

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Evaluating the quality of management system used by Vodafone, UK
TQM is a quality enhancement body of the techniques that are customer-based and
service-oriented. According to Webb (2013), TQM could refer to a set of customer based
practices that aims to enhance quality and promote process improvement. According to
Deming’s theory of TQM (1983), quality is the outcome of work efforts over the overall cost
(Fisher, Elrod and Mehta 2011). For example, if Vodafone focuses on cost, the issue appears
when the cost increases but the quality goes down. Following are some of the significant points
of Deming’s theory:
System Appreciation: This provides an understanding of the ways that the
organization’s processes and system works. For example, Vodafone complies with ISO20000
and this way was developed to comply with the Service Management Framework as well as the
broader level of processes (Kraus and Strömsten 2016). Particularly, all programmes developed
under TQM claims ISO20000 certification are the subjected to regular auditing to check and
meet the required standards of services (Fox et al. 2013). Hence, ISO 20000 is a global standard
that explains the requirements for an informational technology service management.
Variation knowledge- This point provides an understanding of the variation and the
reasons of the variation. Hence, the variation stands for knowledge management practices
implemented at Vodafone to improve the quality. This is required because each department
should know the progress of quality improvement.
Knowledge theory- This refers to the understanding about what can be identified.
Vodafone in 2009 conducted an analysis collecting feedback from its customers and reports of