Quality Management's Impact on Customer Satisfaction and Performance

This report delves into the influence of quality management practices on customer satisfaction, service performance, and organizational performance. It begins by defining customer satisfaction, emphasizing its importance in today's competitive market. The report then explores various aspects of Total Quality Management (TQM), including leadership, customer focus, vision and plan statements, process control, evaluation, and quality system improvement. It highlights how elements like vision statements, customer focus, and evaluation contribute to customer satisfaction. The analysis also references academic sources to support its claims, providing a comprehensive understanding of how organizations can enhance their quality management processes to meet and exceed customer expectations, ultimately leading to improved organizational performance.

b) Explain which aspects of quality management practices are associated with
these outcomes and why?
The term ‘Total Quality Management’ refers to the act of improving or transforming the
different aspects of a service or a product offered to the customers by a company. This term is
basically related to the philosophies of management. According to this philosophy of
management, customers’ needs as well as the expectations are the most important factors for the
overall improvement of the performance of an organization. This does not only ensure excellence
in the performance of an organization but also illuminates the image of the respective brand.
There are several aspects of Total Quality Management. Organization, which attempts to bring
excellence in the products or services it provides, and attain a high rank in terms of Total Quality
Management, requires to foster necessary transformation in those aspects. Several aspects of
‘Total Quality Management’ are-leadership, , Supplier quality management, Customer Focus,
Vision and plan statement, Process control as well as improvement, Evaluation, Aspects of Total
Quality Management Implementation, Quality system improvement, Employee participation,
Communication, Recognition as well as reward, Education and training (Izogo and Ogba, 2015).
Among the above mentioned aspects, vision as well as plan statement, customer focus,
evaluation, process control as well as improvement, quality system improvement are associated
with quality management practices.
Vision as well as plan statement is one of the aspects of the Total Quality Management
which is related to the outcomes of customer satisfaction. It is generally developed assuming
customers as the prime point of focus. The objective of Total Quality Management is to enhance
the quality of the goods or services provided by an organization, in order to satisfy the needs and

expectation of the customer. The vision and plan statement of TQM is only the reflection of this
objective. The vision in ‘vision and plan statement’ clarifies the goal of quality management,
whereas the plan statement in the ‘vision and plan statement’ contains strategies for
accomplishing the goals. In this case both the goals as well as the statement of the plans are
determined depending on the research about several factors that fulfills the customer’s
expectation (Jiménez-Jiménez et al. 2015).
Customer focus, is another aspect of Total Quality Management is related to the
outcomes of customer satisfaction. The term ‘customer focus’ refers to the fact that all the
quality management strategies are customer oriented. They concentrate on the customer related
issues and attempt to resolve the same by incorporating necessary changes in the quality
management processes (Yadav et al. 2016).
The aspect ‘evaluation’ of Total Quality Management is related to the outcomes of
customer satisfaction. The aspect or element ‘evaluation’ refers to the process of assessment of
the quality of services or products offered to the targeted customers. This assessment is
conducted using various tools to measure customer satisfaction like feedback forms, online
surveys and so on (Ross 2017).
Process control as well as improvement is another aspect that takes into account the
subject of customer satisfaction while fostering improvements in the process of quality
management.
Quality system improvement is the other aspect which improves the systematic structure
for quality management considering customer satisfaction as the center of focus.

References
Yadav, M.K., Rai, A.K. and Srivastava, M., 2016. Exploring the three-path mediation model: A
study of customer perceived value, customer satisfaction service quality and behavioral intention
relationship. In Web-based services: Concepts, methodologies, tools, and applications (pp. 1328-
1349). IGI Global.
Ross, J.E., 2017. Total quality management: Text, cases, and readings. Routledge.
Jiménez-Jiménez, D., Martinez-Costa, M., Martínez-Lorente, A.R. and Rabeh, H.A.D., 2015.
Total quality management performance in multinational companies: A learning perspective. The
TQM Journal, 27(3), pp.328-340.
Izogo, E.E. and Ogba, I.E., 2015. Service quality, customer satisfaction and loyalty in
automobile repair services sector. International Journal of Quality & Reliability Management,
32(3), pp.250-269.