Impact of TQM on Innovation in Services

This assignment examines the relationship between Total Quality Management (TQM) and innovation within service organizations. Students will analyze relevant literature, explore conceptual frameworks that connect TQM and innovation, and discuss practical applications of these concepts in real-world service settings. The aim is to understand how implementing TQM principles can foster a culture of innovation and drive improvements in service delivery.

Running Head: Total Quality management
Total Quality Management

Total Quality Management
Table of Contents
Introduction.................................................................................................................................................1
Total Quality management Tool used by Burger King.................................................................................3
Training...................................................................................................................................................3
Setting quality standards.........................................................................................................................3
Survey......................................................................................................................................................4
Plan- Do- Act- Check................................................................................................................................4
Quality circle............................................................................................................................................6
Methods of implementation of total quality management tool..................................................................7
Quality standards....................................................................................................................................7
Training....................................................................................................................................................7
Survey......................................................................................................................................................8
Plan – Do- Act- Check..............................................................................................................................8
Evaluation of Success of implementation techniques.................................................................................8
Organization dealt with the change..........................................................................................................10
Recommendation and conclusion.............................................................................................................10
References.................................................................................................................................................11
Introduction
In the recent scenario, the competition level in the fast food industry is enhancing day by
day. Goodwill and image of the company is essential to survive in the competitive environment.

Total Quality Management
Policies and strategies play a great role to enhance the operations of the company. To maintain
the high quality of the products and services it is essential that proper strategies should be taken
into consideration so that the operations of the organization can be conducted in a smooth
manner. By adopting effective strategies and policies, it is analyzed that the image and goodwill
of the company can be enhanced in an effective manner. In this report, the discussion will be
made on total management tools that are used by the burger king. In the recent scenario, it is
evaluated that burger king has attained good position in the fast food sector. The company gives
focus on enhancing the quality of the products that are served to the customers.
The quality is considered as an important aspect of the organization, to survive in the
competitive environment. Burger King provides good quality products to the consumers; this is
one of the important reasons that have enhanced the operations of the business. Burger King is
considered as one of the popular fast food industry that offers various types of vegetarian and
non-vegetarian burgers, wraps, coffee and French fries. The taste of the products that are offered
by the company is different from the products that are available in the market.
Under this report, the tools that are taken into consideration by the burger king will be
discussed. The tools that are used by the burger king are setting quality standards, training,
comparing standards with performance. The tool gives focus on enhancing the quality of the
products and also enhances the satisfaction level of the customers. The implementations of the
tools are also discussed. In the next part of the report, the emphasis is given on the effectiveness
of the implementation techniques. At last the recommendations will be discussed in that total
quality management tools are considered that are used by the organization to accomplish the
goals and objectives of the organization.

Total Quality Management
(Source: Burger King Corporation, 2017).
Total Quality management Tool used by Burger King
There are many tools that the organization takes into consideration by the organization. It
helps to enhance the productivity level of the organization. The tools are discussed below:
Training
It is one of the most important factors to maintain effective quality in the organization. If
the employees of the organization are not trained, then it cannot be possible for the
organization to attain the goals and objectives of the organization. It is analyzed that if proper
training is provided to the employees, then they can give their best towards providing proper
quality to the customers (Sallis, 2014). The employees of the organization should be trained
and also oriented towards the goals of the company. It helps the employees to attain the goals
and objectives in an effective manner. Quality of the organization depends upon the working
pattern of the employees. If the employees are efficient enough and have full knowledge of
the work, then the quality of the work can be maximized (Oakland, 2014).
Setting quality standards
This technique is used by the burger king, to enhance the satisfaction level of the
customers. In the food sector, the taste is only the important factor that is taken into

Total Quality Management
consideration by the consumers. If the taste of the products that are offered by the company
is good, then the customer gets induced to buy it again and again. Burger King is an America
global chain of hamburger fast food restaurants. The company has many franchises in a
different part of the world. The taste of the product remains same at every store and also the
quality remains same.
The company gives focus on attaining the high level of satisfaction. Burger King
monitors outlets that they are providing clean and safe, hot and fresh products to the
consumers. The company takes into consideration operating standards and specifications that
are related to the quality, preparation of the food (Akaka, Vargo & Lusch, 2013). The
company has a set of rules and policies that should be followed by every franchise so that the
customer feels satisfied and happy with the products that are served by the company.
Survey
It is one of the methods that enhance the quality of the products and services that are
offered to the consumers. In this method, the quality is maintained by the organization by
considering the needs and wants of the consumers. In burger king, quality is considered as an
important aspect. The needs and wants of the consumer only get satisfied when they get
quality products and services. If the organization does not provide quality products to the
consumers, then it can be very difficult to survive in the organization (Mai, 2016).
With the help of surveys, the organization collects the views and feedback of the
customers and the employees who are working in the organization. By collecting feedback,
the organization can easily enhance the performance level and also the productivity level.
From the result that is attained by the organization, helps to improve the productivity and
quality level of the organization. The customer purchases product that satisfies the needs and
wants of the customers. So, the survey method is an effective method that helps to attain
goals and objectives of the organization. Burger King collects the views and feedback, so that
the problem that is faced can be minimized in an effective manner (Kirkpatrick, et. al., 2014).
Plan- Do- Act- Check
The PDCA model is also called the Deming circle. It is considered so that the quality
effectiveness can be enhanced. It is considered as the father of modern quality control. The

Total Quality Management
theory was given by Dr. W. Edwards's Deming. It enhances the growth and expansion
opportunities of the organization. The model consists of four stages.
a.) Plan: It is one of the plans that are taken into consideration by the organization and also it
gives focus on the organizational structure of the burger king. To enhance the quality
level it is essential to be taken into consideration. It also helps the organization to survive
in the competitive environment.
b.) Do: In this step, the plan will be implemented by the organization that helps the
organization to enhance the productivity and quality level.
c.) Check: The measurement of performance level takes place from the implementation of
the selected plan. It evaluates that how effective the plan was.
d.) Act: The measures are taken into consideration under this step. The problems and errors
that are analyzed will be removed so that the goals can be attained in an effective manner
(Volberda, Van Den Bosch and Heij, 2013).

Total Quality Management
(Source: Continuous Improvement tool kit, 2017).
Quality circle
Quality circle is one of the total quality management tool used by the organization.
In this method the employee participation is taken into consideration. It implies on the
development of the skills, capabilities, confidence and creativity of the individuals who are
working in the organization. It is one of the cumulative processes of education, training and
work experience. Proper training is given to the employees of the organization, so that they
can conduct the activities in an effective manner. If the employees of the organization have
the proper knowledge then it can be seen that the proper quality is offered to the
consumers.
The quality circle gives emphasis on making use of people to search the solution for
management problems. As, in the burger king each and every member plays an important
role. Crew members work together and also communicate and support each other. The
employee’s performance can be accessed not by considering the work plan
accomplishments but also by considering the values. The concept of quality circle gives
focus on recognition of the value of the workers as a human being. To enhance the
productivity and profitability one of the important factors that should be considered is
human resource management. The attribute of total quality is related to a problem solving
technique, human resource development technique and a form of participation
management. Based on the burger king, it is believed that the good governance is a journey
and not a destination. Accordingly they consider the governance principle on an annual
basis with a continuous improvement. The enhancement in the organizational culture is
one of the important objectives. Burger king values were recently integrated into the global
leadership competency model which has turned into a performance development system. It
is seen that the burger king employee performance is evaluated not only on the work plan
accomplishments but also to give focus on global leadership competency model and burger
king values.

Total Quality Management
Methods of implementation of total quality management tool
Total management tools are essential for the organization to survive in the competitive
environment. By implementing the basic tools related to quality management, helps the
organization to enhance the productivity and profitability. In burger king, the tools are
considered that enhances the productivity and profitability. If the organization does not
implement the total quality management tools, then it can be difficult for the organization to
achieve the goals and objectives.
Quality standards
To set the quality standard the company takes into consideration various aspects like the
rating given by the consumers, quality offered by the company. Burger King gives focus on
the factors like Hygiene and also uses fresh quality products. The quality standard is set by
the organization so that the satisfaction level of the customers can be enhanced in an
effective manner. The customer only gets attracted towards the product, when the quality
offered is according to the cost of the product.
If the quality is not good and the cost is high, then the consumer will not prefer to buy the
product. The major factor in the food sector is the taste and quality that is offered by the
company. Burger King Gives focus on maintaining high quality and also enhances the
satisfaction level of the consumers. If the quality that is offered to the consumer is good
enough, then the organization can easily attain the goals and objectives (Zhang, Linderman
and Schroeder, 2014).
Training
Training is given to the employees of the organization after proper evaluation of the
quality that is offered by the company. Training assists the employees of the organization to
increase the capability of conducting the activities. If the capability is enhanced, then directly
it will give impact on the quality of the products and services that are offered to the
consumers (Ford, 2014).If the organization gives proper training to the employees, it will
increase the experience of the consumers and also help to accomplish the goals and

Total Quality Management
objectives of the organization. It is the important aspect that enhances the overall quality and
performance of the organization (Haff, and Triplett, 2015).
Survey
Burger King takes into consideration the effective strategy that helps to access the needs
and wants of the consumers. It is the method through which the experience of the customer
can be enhanced and also the challenges that are faced by the organization can be minimized.
The experience of the consumers is taken into consideration so that the company can offer
the product according to the expectation level of the consumer (Gimenez-Espin, Jiménez-
Jiménez, and Martínez-Costa, 2013). The reviews are taken into consideration by the
consumers so that the quality is according to the expectation level of the consumer.
It is evaluated that if the company offers a product by considering the need and wants of
the consumers, then it can easy to accomplish the goals and objectives in an effective
manner. The feedback of the consumer is considered and the change in the quality is made
according to it so that the satisfaction level can be enhanced in a proper manner (Fowler Jr,
2013).
Plan – Do- Act- Check
It is one of the important aspects of the organization that gives direct impact on the
quality of the products that is offered by the organization. To enhance the performance level
it is essential that the company should give focus on the quality of the products. Burger King
has implemented the technique that has also given direct impact on the performance level of
the organization. The main aspect of the organization is related to the quality of the product
that the company offers to the consumers. It also assists to remove the barrier that gives
direct impact on the performance level of the organization. It is one of the processes through
which the proper quality is determined and also enhancement in the performance level take
place (Schank, 2013).
Evaluation of Success of implementation techniques
The main aim of the burger king is to enhance the growth of the global fast food industry.
As it is evaluated that total quality management implementation helps the organization to
survive in the competitive environment. In the recent scenario, it is evaluated that there is a

Total Quality Management
high level of competition in the market. To survive in the competitive environment the
company takes into consideration quality management tools. If the quality management tools
are implemented, then it will give direct impact on the production cost and also enhance the
performance level of the organization.
If proper quality is offered to the consumers, then it will enhance the satisfaction level of
the customers (Calabrese and Corbò, 2015). Another aspect is related to the satisfaction level
of the employees. If the employees of the organization are satisfied with the product, then it
is evaluated that success and objectives can be attained in an effective manner. Employees
conduct the day to day activities of the organization and if they are efficient then it can be
possible for the organization to survive in the competitive environment. The main objective
of the organization is to offer quality products to the customers so that the quality can be
maintained (Harrington, et. al., 2017). The success of Burger King could be evaluated by
taking into consideration following elements:
a.) Technology: The Company also adopted the latest technologies, so that the work can be
done properly and in less time. If the updated technology is not used, then it can give
direct impact on the activities of the organization. With the use of latest technology, the
activities can be conducted in less time and the consumer will also feel satisfied with the
services that are offered to the consumers (Bernhardt, et. al., 2013).
b.) Innovation: Innovation plays a great role to enhance the operations of the company. It
gives direct impact on innovating the products and services of the burger king. The
company has conducted a survey in which the innovative techniques are adopted by the
company. By adopting innovative techniques the company has enhanced the quality and
also enhanced the satisfaction level of the customers (Bourke and Roper, 2017).
The new and innovative products are introduced by the company like different
types of burgers that attract the customers towards the product. The strategy has also
taken into consideration in which the products are introduced by the company after
analyzing the needs and wants of the consumers (Bon and Mustafa, 2013).
c.) Consistency: The Company has maintained the consistency of offering the products in an
effective manner. The same taste is available at every outlet of burger king. The feedback
of the consumer is also taken into consideration. The improvement in the product and

Total Quality Management
services are also done by analyzing the requirements of the consumer. Cleanliness and
hygiene are also taken into consideration in which every outlet of burger king follows the
same rules and procedures (Cornelissen & Cornelissen, 2017).
Organization dealt with the change
By evaluating the present scenario, it is evaluated that the company has attained the
success by setting up various techniques of quality management. Burger King also adopted
the change management technique; the changes are made according to needs and want of the
consumers (Goetsch and Davis, 2014).
Burger King also made the change in the menu and innovation strategy is also taken into
consideration so that the customers get induced to buy the product. The company has also
given an effective service to the consumers. By sitting at home; they can give the order
online. The home delivery facility is also given by the consumers. The changes that are
considered by the company has also given a competitive advantage and enhanced the
production level (Augusto, Lisboa and Yasin, 2014).
Recommendation and conclusion
By evaluating the report, it is concluded that the burger king has enhanced the
productivity and performance level by giving focus on total quality management tools. In the
competitive environment, the company has survived in an effective manner, by offering
proper quality products to the consumers. By giving emphasis on total quality management
tool the company has also minimized the cost of production and enhanced the satisfaction
level.
In this report, total quality management tools and implementation were discussed. In the
last phase of the report, the proper conclusion and recommendation are given that has
enhanced the success of the organization to attain the goals and objectives of the
organization.

Total Quality Management
References
Akaka, M. A., Vargo, S. L., & Lusch, R. F., 2013, The Complexity Of Context: A Service
Ecosystems Approach For International Marketing, Journal Of Marketing Research, 21(4),
1-20.
Augusto, M.G., Lisboa, J.V. and Yasin, M.M., 2014. Organisational performance and
innovation in the context of a total quality management philosophy: an empirical
investigation. Total Quality Management & Business Excellence, 25(9-10), pp.1141-1155.
Bernhardt, A.M., Wilking, C., Adachi-Mejia, A.M., Bergamini, E., Marijnissen, J. and
Sargent, J.D., 2013. How television fast food marketing aimed at children compares with
adult advertisements. PloS one, 8(8), p.e72479.
Bon, A.T. and Mustafa, E.M., 2013. Impact of total quality management on innovation in
service organizations: Literature review and new conceptual framework. Procedia
Engineering, 53, pp.516-529.
Bourke, J. and Roper, S., 2017. Innovation, quality management and learning: Short-term
and longer-term effects. Research Policy, 46(8), pp.1505-1518.
Calabrese, A. and Corbò, M., 2015. Design and blueprinting for total quality management
implementation in service organisations. Total Quality Management & Business
Excellence, 26(7-8), pp.719-732.
Cornelissen, J., & Cornelissen, J. P., 2017, Corporate Communication: A Guide To Theory
And Practice, Sage.
Ford, J.K., 2014. Improving training effectiveness in work organizations. Psychology Press.
Fowler Jr, F.J., 2013. Survey research methods. Sage publications.

Total Quality Management
Gimenez-Espin, J.A., Jiménez-Jiménez, D. and Martínez-Costa, M., 2013. Organizational
culture for total quality management. Total Quality Management & Business
Excellence, 24(5-6), pp.678-692.
Goetsch, D.L. and Davis, S.B., 2014. Quality management for organizational excellence.
Upper Saddle River, NJ: pearson.
Haff, G.G. and Triplett, N.T. eds., 2015. Essentials of Strength Training and Conditioning
4th Edition. Human kinetics.
Harrington, R.J., Harrington, R.J., Ottenbacher, M.C., Ottenbacher, M.C., Fauser, S. and
Fauser, S., 2017. QSR brand value: Marketing mix dimensions among McDonald’s, KFC,
Burger King, Subway and Starbucks. International Journal of Contemporary Hospitality
Management, 29(1), pp.551-570.
Kirkpatrick, S.I., Reedy, J., Kahle, L.L., Harris, J.L., Ohri-Vachaspati, P. and Krebs-Smith,
S.M., 2014. Fast-food menu offerings vary in dietary quality, but are consistently
poor. Public health nutrition, 17(4), pp.924-931.
Mai, J.E., 2016. Looking for information: A survey of research on information seeking,
needs, and behavior. Emerald Group Publishing.
Oakland, J.S., 2014. Total quality management and operational excellence: text with cases.
Routledge.
Sallis, E., 2014. Total quality management in education. Routledge.
Schank, R.P., 2013. Explanation patterns: Understanding mechanically and creatively.
Psychology Press.
Volberda, H.W., Van Den Bosch, F.A. and Heij, C.V., 2013. Management innovation:
Management as fertile ground for innovation. European Management Review, 10(1), pp.1-
15.
Zhang, D., Linderman, K. and Schroeder, R.G., 2014. Customizing quality management
practices: a conceptual and measurement framework. Decision sciences, 45(1), pp.81-114.