You are the manager of a service-oriented company and you have been experiencing several problems with the workflow and standard of service in your organisation. Several customers have also called in to complain about the poor service that they have been receiving from key staff in the organisation. You wish to propose the implementation of a continuous improvement and/or Total Quality Management (TQM) programme to resolve the problems with the workflow and standard of service in your organisation. Produce a detailed report to the management team in your organisation, discussing why TQM is required and how TQM can resolve the problems faced in your organisation.
Discussion on why TQM is required:
TQM is a comprehensive philosophy and program which engrains and promotes quality in all aspects of a company’s operation. Problems with workload and standard of service can be managed and resolved using the TQM philosophy. TQM focuses on the following objective measures: performance, features, reliability, serviceability, durability, conformance, aesthetics and low cost.
The objective measures above should be critically discussed to illustrate the need for TQM.
Discussion of how TQM can resolve the problems faced in the organization:
TQM focuses on the quality of design, conformance and service of the product/service to resolve problems.
It is expected that the student provides a plan on how TQM can be implemented by discussing the systematic improvement process which involves the following: Agree a Need, Organise a Team, Select Performance Measures, Identify Causes and Effect, Collect and Analyse Data, Prioritise Causes, Take Action, Check Results and Document and Standardise. Generally, the scope of the answer is wide and varied.
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