Total Quality Management And The Theory Of Operations Management

Berry, L. L. (2000). Cultivating service brand equity. Journal of the Academy of Marketing Science, 28(1), 128-137. Retrieved from http://link.springer.com/article/10.1177/0092070300281012

To compete now a day’s competitive environment companies have to take a look on customer satisfaction as a high priority because they now a days demands improved products in quality, cost and reliability. And these are the key factors on which the organization must focus on and to consider those key factors, organizations must adopt new approaches of management to gain the satisfaction of customer. We can examine every item in the figure shown below.

According to ASQ the element of customer-focused is so that the “customer ultimately determines the level of quality. No matter what an organization does to foster quality improvement—training employees, integrating quality into the design process, upgrading computers or software, or buying new measuring tools—the customer determines whether the efforts were worthwhile” (ASQ, 2016). This element alone allows the company to use the customer at maximum potential. In order to have what the consumer may need or what you must ask

Operations management is in regard to all operations within the organization responsible for creating goods and services that organizations pass to their customers. This function is at the heart of all organizations, giving the means of achieving their aims and reason for their existence. These activities include: managing purchases, inventory control, quality control, storage and logistics. A great deal of focus in operations is on efficiency and effectiveness of such a process.

Within every company there is a customer, regardless of what your line of business is it is being done for the consumer albeit an external consumer or the internal consumer. The customer’s needs and expectations should be the driving force behind the decisions we make and the problems we solve…the customer, not our own personal or monetary gain. As quality improves we have to make sure that we are improving what matters to our customers not want we want to improve upon for own sake.

Successful companies who are focusing on customers’ loyalty. To identify customers’ satisfaction, there should be surveyed to analyze the strengths and weaknesses in performance, and develop scenarios for development and renewal. Customers satisfaction measurement focus usually on "how" services because product quantity easily measured and analyzed and is evidence of achievement and success of the organization. Therefore, senior executives are keen to highlight the quantitative achievements. But under the concept of Total Quality Management Principles (TQM), it has become more focused on quality rather than quantity of service. Thus, to measure customer satisfaction, there is two aspects, which they are quality and quantity and that what

Truly quality is something that relates to both performance and value from the customers perspective (Barfield 304). TQM is about building quality in from the beginning and making quality everyone 's concern and responsibility. Consumers are willing to pay a premium for higher-quality goods and services. Organizations that employ TQM (or a similar philosophy) work on the premise that any product or service can be improved upon and this improvement equals reduced cost, better performance and higher reliability. The basic goal of TQM is simply understanding and meeting the customers ' expectation every time. Understanding and meeting customer expectations is a challenging proposition and requires a process that supports continuing progress toward the goal of meeting customer expectations the first time, every time. A TQM program also has the goal of instilling confidence to management the intended quality level is being achieved and will continue to be maintained. The process employed must demonstrate repeatability and consistent results time after time. Finally, the customer must have confidence that the intended level of quality will be achieved in the delivered product or service (Barfield 313).

There are various theories that are used in the field of operations management. In this

1. Operations management is: The management of systems or processes that create goods and/or provide services

Total quality management (TQM) is a management philosophy developed by Deming based on his experiences in US industry before and during the Second World War. The successive implementation of TQM by Japanese industry, but not by the USA, is widely credited for the former’s marvelous post‐war economic modernization and the current massive trade inequity between the two countries. Deming (1986) published a book entitled “Out of the Crisis”, in which he summarized his ideas and encouraged US industry to implement them as the Japanese had done so successfully. The TQM philosophy has also been promoted by a number of prominent writers, principally Crosby (1979, 1984), Ishikawa (1983, 1985) and Juran (1988, 1989).

The primary goal of the operations manager is creating happy and loyal customers. By effectively analyzing and managing their business's operations, they created the right products with the right features at the right

Operations refers to the total management of the production, processes, from resources to transformation processes to outputs. A business must have an understanding of influences such as Globalisation, technology, quality expectations and Environmental Sustainability in order to achieve a advantage over its competitors.

The core responsibilities of operations managers tend to be similar across many industries. The planning of various company operations and activities is another major concern of the operations manager. Operations managers tend to determine which products are bought and sold, what prices they are bought or sold for and to whom they will be marketed. The operations manager also helps plan and coordinate activities between various departments such as determining what types of sales promotions the company will engage in. (Chron.com) Operation managers add value to a company’s products or services by ensuring that business operations are efficient in terms of using as few resources as needed, and effective in terms of meeting customer requirements. An operations manager typically ensures smooth operation of various processes that contribute to the production of goods and services of an organization. (Buzzle.com)

As a manager, it is important that employees feel involved in the work that they do, and the decisions of a manager can have an influential role in employee involvement. What do we mean by employee involvement? It is simply the degree to which employees are involved helping determine the outcome of decisions that affect them. This helps employees feel more in control of the work that they do, and more connected and committed to their workplace.

VII. Seven basic Tools of tqm used in Industry If a product is to meet customer requirements, generally it should be produced by