Please give a response to this students discussion below:
Our text refers to Total Quality Management (TQM) as the following: “Total Quality (TQ) is a people-focused management system that aims at continual increase in customer satisfaction at continually lower real cost. TQ is a total system approach (not a separate area or program) and an integral part of high-level strategy; it works horizontally across functions and departments, involves all employees, top to bottom, and extends backward and forward to include the supply chain and the customer chain. TQ stresses learning and adaptation to continual change as keys to organizational success[…],” (Evans & Lindsay, 2016).
In my own words, I would say that Total Quality Management is philosophical process of management that focuses primarily on the business controls of people and systems (or “people systems”) which work together to obtain the highest standards of overall success in production, customer satisfaction and everything in-between. Success in these areas can perhaps be as defined as, lowering the costs associated with the production process and meeting customer needs in a way that overall total satisfaction is achieved across multiple spectrums of price, service, and product, etc.
I would say that TQM starts as a cultural mindset and many of us know that negative mindsets can be hard enough to change for an individual, let alone an entire team of businesspersons. But, TQM seeks to change the minds of each employee at the individual and business level, so that, like a machine all the parts/gears work together, seamlessly and efficiently, (as one powers the other), causing the machine to propel forward and its stakeholders along with it. Employees must be encouraged/motivated to achieve and strategies must be implemented in which efficient input returns maximum output, so to speak. Perhaps it may not be a one-size-fits-all system, but, it could be a one-size-fits-all philosophy. Thus, installing it might be as easy as installing a refrigerator, (telling staff how they are to function within your business), but, implementing it across multiple systems and having all staff on board to see it completed in excellence, might prove to be a challenge. But, it is not impossible, as we have seen in Ford, Toyota, and other really great organizations.
Evans, J. R., & Lindsay, W. M. (2016). Introduction to Quality. In Managing for Quality and Performance Excellence (10th ed.).
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