Critical Essay: TQM's Influence on Organizational Effectiveness

This essay provides a comprehensive critical evaluation of Total Quality Management (TQM) and its role in improving organizational effectiveness. It begins with an abstract and table of contents, followed by an introduction that defines TQM and its importance. The main body delves into the concept of TQM, its strategies, and the meaning of organizational performance. The essay then explores the relationship between TQM and organizational performance, detailing its impact on customer satisfaction, managerial development, human resource management, and competitive advantages. The essay also discusses TQM incorporation procedures, standards, and provides case examples from the hospitality, automobile, and education sectors, illustrating TQM's practical applications and benefits across various industries. The conclusion summarizes the key findings and reinforces the significance of TQM for organizational success. References are also included to support the arguments presented.

An Essay on Critical evaluation to the
extent to which total quality
management (TQM) can be used to
improve the effectiveness of an
organisation

Abstract
The notion of TQM which is in general identified as Total Quality Management is acknowledged
to be as an imperative aspect for long haul achievement of any association. The use of the Total
Quality Management has been a very pivotal factor because it helps the company to improve
their both internal as well as external efficacies. In this essay we have discussed about how the
use of TQM can bring organizational efficiencies in terms of its performance as well as are the
different kinds of benefit that the companies attain by using TQM.

Table of Contents
Abstract............................................................................................................................................1
Introduction......................................................................................................................................3
Main Body.......................................................................................................................................3
The Concept of TQM...................................................................................................................3
TQM Strategy..............................................................................................................................4
Meaning of Organizational Performance.....................................................................................5
TQM and Organizational Performance........................................................................................5
TQM incorporation procedure and standards..............................................................................9
Case Examples...........................................................................................................................10
Use of TQM in Hospitality industry.......................................................................................11
Use of TQM in Automobile industry and its consequences...................................................11
Use of TQM in education sector............................................................................................15
Conclusion.....................................................................................................................................16
References......................................................................................................................................17

Introduction
The notion of the total quality management is a kind of viewpoint which is targeted towards
getting better the organizational performance as a whole. In this context the term organizational
performance does only denotes improving the work of the employees; the scope is very extensive
in this case. The organizational performance in general include proving better customer services,
managerial development, developing HRM in addition to also getting better the cutthroat benefit
of the company (Kenneth, 2004). So, till now it can be depicted from the discussion in this essay
a brief discussion will be delivered to show how the use of TQM brings effectiveness in the
organizational performance.
Main Body
The Concept of TQM
The term total quality management can be defined as a methodical class betterment strategy
which is basically used by different companies with an intention to get better the organizational
performance in the context of class, efficiency, client contentment along with prosperity. As the
use of the total quality management have been grasped by a lot of companies all across the globe
for a considerable length of time, in that case the companies has gained the consideration of
numerous scientists from differing territories (Talib, 2010).
One of the important jobs of TQM is that it concentrates on nonstop process change inside
associations to give prevalent client esteem as well as address client issues. Total quality
management, a prevalent rule for authoritative administration is received for creating key info
maps and info charts for a data association. In other words, TQM can also be defined as an all

encompassing administration logic that takes a stab at consistent change in all elements of an
association, along with this it might be accomplished just if the aggregate quality idea is used
from the obtaining of assets to client benefit after the deal (Jaafreh, 2013).
TQM Strategy
In general there are four segments much of the time referred to as basic to an effective Total
quality management technique which are namely:
 Consumer loyalty
 Representative contribution
 Administrative authority
 Process change and control
The hypothesis related to marketing has since a long time ago perceived the significance of
consumer loyalty to the business association. Quality centred associations ought to distinguish
their clients (both inward and outer), decide the particular requirement of these clients,
incorporate all exercises of the association (counting promoting, generation, fund, HRM, and IS)
to fulfil the necessities of these clients, lastly, monitor to guarantee the clients have been
fulfilled.
As a result from the above discussion the hypothesis behind the TQM is represented below:
 Quality prompts to inferior expenses as deformities are decreased
 Quality is created in the meeting room; it can't be ingrained into shop floor devoid of the
activity and responsibility of higher administration
 Most imperfections are created by the framework not by the specialist
 Examination is past the point of no return; plan to lessen faults amid creation and dispose
of mass investigation

 Wipe out numerical quantities, trademarks, appeal and focuses for the employees as well
as advance managed and ceaseless change of procedure and nature of yield (abedallat,
2013).
Meaning of Organizational Performance
Before getting deep into the study first of all it is important that the reader must have a clear idea
about what does the term organizational denotes. The term organizational performance can be
defined as a phenomenon which consists of the real consequences of a company as calculated
next to its designed targets or managerial purposes. Experts in different domains are concerned
with hierarchical execution comprising key organizers, operations, fund, lawful, and
authoritative improvement. So it can be depicted from the discussion that the well being of the
organization is entirely depends on the performance rendered by the employees and the
managers of a company (Wentland, 2009).
TQM and Organizational Performance
Execution estimation is an indispensable piece of all administration forms and customarily has
included administration bookkeepers using financial control in addition to the improvement of
money related markers, for example, rate of profitability. A lot of researchers have asserted that
an imperative piece of guaranteeing that Total quality management prompts to maintained
upgrades in authoritative benefit is that immediate quantitative measures of assembling are
utilized to evaluate the adequacy of chief's endeavours to deal with the advancement and
execution of TQM projects. The real push of Total Quality Management (TQM) is focussed on
to accomplish profitability as well as process productivity by distinguishing along with wiping
out issues in work procedures and frameworks. The main work of the TQM in this context is to
highlight the main problematic regions, for example, botches in work forms, repetitive

procedures, pointless errands, and copy endeavours. TQM intercessions likewise assist with
anticipating and pre-empting such missteps and inefficient exercises (Munhurrun, 2011).
It has been already mentioned in the starting of this essay that by using TQM many segments of
a company attains organizational effect which will be discussed in the below segments now.
TQM Organizational Efficiencies
TQM and Client Satisfaction Keeping in mind the organizational
efficiencies, A noteworthy long haul advantage
of Total Quality Management identifies with
consumer loyalty. Total quality management
goes for enhancing quality, and recognizes the
most apt measure of value as coordinating
client desires as far as administration, item, and
experience. TQM intercessions evaluate issues
and intend to accomplish the best state
characterized as far as such client desires. Few
of the instances in this case comprises of:
1. Decrease in the waiting limit by
modifying the way of scheduled time or
dealing of the customers.
2. Creating more advanced technique to
increase the supply procedure (Kim,
2016)
TQM and Managerial development Apart from having a lot of significant

advantages of Total Quality Management on
most significant advantage are change in
managerial expansion. Total quality
management messengers an adjustment in the
work culture by instructing all representatives
on quality as well as creating the value the
concern of everyone, not only the Quality
Control office. The attention on quality
prompts to a practical job culture went for
counteracting botches as opposed to redressing
botches. In gist the main advantages are :
1. Betterment in the interaction aptitudes
of a person
2. Disbursement of knowledge which help
in creating strong organizational bond
among the employees (Joiner, 2007)
TQM and Human Resource Management Taking into account the HRM segment of any
company there also the practical use of TQM
assist a lot to attain the objectives related to the
HR related activities. The benefits of using
TQM in HRM are mentioned below:
 TQM augments the responsibility for

business procedure to every
representative required in the procedure
by engaging them to redress botches on
the spot devoid of chief audit or
activity. This produces characteristic
inspiration as well as gives generation
to a surrounding of energy and
fulfilment among the labour force.
 Total quality managements' pushed on
value prompts in recognizing shortage
of aptitudes in workers and giving
coaching and different intercessions to
scaffold such insufficiencies.
 Cross-practical and cross-sectional
groups permit workers to show their
feelings and fathom issues mutually,
prompting to advantages, for example,
widening aptitude sets, and changes of
current abilities.
 Total quality managements' emphasis
on dispensing with oversights and
achieving process proficiency
proclaims an immediate strategy, for

example, advising and other therapeutic
activities to fathom issues, for example,
non-appearance (Kim, 2016).
TQM and cutthroat benefits The use of TQM delivers all-round advantages
and creates the association more aggressive
which in the long run help them to compete
with their respective opponents. In a fresh
industry atmosphere set apart by destruction of
hindrances and free stream of data and items,
associations hold their upper hand by lessening
costs, enhancing existing items and advancing
new items. In that case TQM as a business
system that permits associations to accomplish
this and a great deal more (Munhurrun, 2011).
TQM incorporation procedure and standards
A preparatory stride in total quality management execution is to evaluate the association's
present actuality. Important pre-statements need to do with the association's past records, its
present requirements, hastening occasions prompting to TQM, as well as the current
representative nature of working life. On the off chance that the present reality does exclude
imperative preconditions, TQM execution ought to be deferred until the association is in a
position wherein in the total quality management is probably going to be successful. On the off
chance that an association has a reputation of compelling responsiveness to the surroundings, and

in the event that it has possessed the capacity to effectively modify the manner it works when
required, TQM will be less demanding to execute. In the event that an association has been
verifiably responsive and has no ability at enhancing its working frameworks, there is a chance
of worker wariness and an absence of gifted change operators. In the event that this situation
wins, a complete agenda of administration and headship improvement might be established. An
administration review is a decent appraisal instrument to recognize the existing degree of
hierarchical working and domains in needing modifications. An association ought to be
fundamentally influential prior to incorporating or starting up of a total quality management. In
the event that it has critical issues, for example, an exceptionally precarious subsidizing base,
powerless regulatory framework, absence of administrative expertise, or deprived representative
confidence in that case the use of the total quality management will be a complete waste of time
and money too (Mok, 2013).
So, it can be depicted from the above done discussion that the use of the total quality
management is valid only for those companies which are big in size because it not only requires
a huge cost in addition to this it also require a person who is expert in dealing with the total
quality management. As a result the betterment of the organizational performance
Case Examples
Till now we have discussed about how in general the use of the Total Quality Management
promotes as well as helps in developing organizational performance. Now in this particular
section we will be discussing about how the implementation of the Total Quality Management in
different industry sector helps in developing their organizational performance.

Use of TQM in Hospitality industry
Hospitality industry is considered to be a vast industry in which tourism and airlines plays a very
pivotal role. Total quality management is considered to be a hot topic in hospitality industry
because it is helping both the tourism and the airline sector in getting better their organizational
performance. Like any other industry serving the customer is considered to be as one of the most
important jobs of hospitality industry in that case serving the customers with utmost level of
satisfaction becomes a pivotal job. Many a times it has been seen that these industries fail to
provide the services which the customers actually need as a result in this type of situation
implementation of the Total Quality Management helps them to attain the organizational
performance. Though the genre of the total quality management is Japan but now the concept has
reached its name all across the globe. The implementation of the total quality management is
helping the hospitality industry in the following mentioned manner:
 Helps in reducing the staff turnover by keeping the record of the absenteeism
 Helps in improving the service quality of the staff by giving them more practical training
 The responsiveness of the clients is also getting enhances (Alsrabi, 2013)
Use of TQM in Automobile industry and its consequences
Automobile Industry is one such business where product quality and process standardization
holds the key to sales and the entire brand image is related to the product quality and any
dampening to it might result the brand name going for a toss or huge investments in product
recall and re-engineering to maintain quality standards. Usage of TQM policies is not new in
automobile industry is not new and dates long back to the 1950’s and with passing time
renowned brands like General Motors, Toyota etc follow TQM processes since long.

TQM is defined as below as a platform which provides each of the following properties to
organizational culture. The company leadership team must focus on TQM as a mandatory
process for the team and reward the best performers to spread the essence across each activity.
(Jaafreh, 2013)
One primary objective of TQM being creating a customer focused organization. The basic
concepts of a TQM philosophy need to be implemented; it benefits the organization with growth
in revenue, increment in process efficiency which resulted in customer for a lifetime. A Kaizen
principle of continuous feedback and development is of utmost importance for an automobile
industry.
The organization must follow:
 Plan – Any initiative by the automotive company must be planned with blueprints and
planning is the most important phase of the program. Any problems identified by survey
or current products needs to be rectified.
 Do – This phase covers the implementation of the planning done in the above phase. One
important point would be to schedule and document the activities for revisiting in future.

(Kenneth, 2004)
 Check – This phase deals with checking the implementation and whether the desired has
been achieved.
 Act – In case any difference is found between plan and do phase that is corrected in the
Act phase.
TQM process implementation along with Six Sigma Rules makes sure all divisions follow strict
guidelines with respect to manufacturing processes streamlining.
TQM is spread across departments in automotive company. This can be seen below:
Employee Prospective, Product Tools Usage, Effective Product Design, Overall Supplier Check.
TQM processes should not only be restricted within the company but extent that to external
suppliers which are procured to complete the assembling like raw materials, paints, accessories.
The Organizations work together to bridge a gap between customer expectation and the product
at offering. The relationship is described with an iteration process in the diagram below:

(Wentland, 2009)
The employees must foster an environment where TQM is practiced in the day to day work right
from supplier procurement till automobile assembly line and compilation. The tasks need to be
arrayed to deliver maximum ROI and best cost benefit analysis. Taking an example of Ford who
went to discuss the customer satisfaction survey and enabled quality of the car paints needs
attention, hence they partnered with ChemFil, Ford made sure the company stays customer
focused keeping better product delivery its priority. It is clear from the above example that TQM
without including uprightness, morals and trust would be an extraordinary delinquent, it would
be fragmented. Preparing is the key by which the association makes a TQM domain. Initiative
and cooperation go as one. Various departments connected by a SCM / CRM / ERP system must
respond to each other to keep the system running.
The fishbone diagram shows the cause and effect of the various facets of a manufacturing unit
and it is of prime importance that they collaborate for error in quality and delivery

(Mok, 2013)
Lastly, achievement of TQM in an organization and that the management is an immense part in
building up the 8 TQM components in the work execution. Without these components, the
business substances can't be fruitful TQM implementation.
Use of TQM in education sector
Education industry is also a type of industry which is in a booming state and using different
kinds of modern techniques to stay up to date as well as to compete with its competitors. A lot of
academic researchers have got a conviction that the use of the total quality management offers
the fundamental standards as well as also show them to achieve organizational performance.
Particularly in the education sector the use of the TQM takes place by taking into account the
four important principles which are discussed in detail below.
Synergetic Association- As per this standard, an association ought to provide its focal point, as a
matter of initial importance, on its providers and clients who are teachers and students in case of
educational sector. Within the framework of TQM, everybody is both a client and provider; this
confounding idea underscores "the efficient way of the work wherein all are included.

Ongoing development and self-assessment- The second mainstay of Total quality management
connected to training is the aggregate devotion to consistent change, actually and all in all. Inside
a Total Quality school arrangement, managers work cooperatively with their clients: educators
(Faruk, 2001).
A framework of nonstop technique- The third mainstay of TQM as connected in scholastics is
the acknowledgment of the association as a framework as well as the work accomplished inside
the association ought to be viewed as a continuous procedure. The essential ramifications of this
guideline are that each understudy along with the educators is less to fault for disappointment
than the framework within which they serve their duties.
Headship- The fourth guideline of the total quality management is connected to training is that
the achievement of TQM is the duty of top administration. It is one of the prime duties of the
educators to build up the setting wherein the understudies can best accomplish their potential
through the ceaseless change that outcomes from educators and understudies cooperating (Talib,
2010).
Conclusion
So, it can be concluded from the above done discussion that the implementation of the total
quality management does not provides ample amount of opportunities to the companies in
getting better their organizational performance but it too helps in reducing the internal and
external faults of a company.

References
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Asian Business and Information Management , 4(3), pp. 1-10.
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EDUCATIONAL INSTITUTIONS. Journal of Qafqaz University , 1(7), pp. 1-5.
Jaafreh, A. B., 2013. The Effect of Quality Management Practices on Organizational
Performance in Jordan: An Empirical Study. International Journal of Financial Research, 4(1),
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& Reliability Management, 24(6), pp. 617-627.
Kenneth, A.-A., 2004. ASSESSMENT OF TOTAL QUALITY MANAGEMENT PRACTICES
ON ORGANISATIONAL PERFORMANCE AT INTRAVENOUS INFUSIONS LIMITED
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s.l.:Routledge.

Munhurrun, P. R., 2011. TOTAL QUALITY MANAGEMENT ADOPTION IN A PUBLIC
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