Importance of Total Quality Management

Paper Summary:

The paper attempts to explain the value of quality in relationship to customer satisfaction within the manufacturing, service and non-profit sectors. The paper presents a description of the need for customer-driven quality and offers a matrix outlining the differences in the strategic roles of total quality management (TQM) within each of the business sectors. The paper concludes that the application of TQM that is customer centric is critical to the survival of businesses in all three sectors.

Outline:
Objective
Introduction to Total Quality Management
Four Categories of TQM Focus
I. The Non-Profit Sector
II. Manufacturing Sector
III. Service Sector
IV. Differences in Strategic Roles in the Three Sectors
Conclusion

From the Paper:

"Total Quality Management is defined as: "A management method relying on the cooperation of all members of an organization that center on quality and on the long-term success of the organization through the satisfaction of the customers as well as the benefit of all members and society." (Total Quality Management 2000-2006: Ateneo Professional Schools Library) Whether the organization is providing services or products today's management must apply the concept of 'Total Quality Management' if the organization is to keep pace with others providing services and products in the market existing and the factors and influences associated with products and services provision. Total Quality Management is just as it sounds, it is the management of each and every aspect of the process of business that have the opportunity to impact the quality of either the product or the satisfaction of the customer."

Sample of Sources Used:

• Strategy Maps (2006) Kaplan Norton Online available at: http://www.12manage.com /methods_strategy_maps_strategic_communication.html.
• Lalla, T. et al (20003) Manufacturing Strategy, Total Quality Management and Performance Management: An Integrated Model. International Journal of Manufacturing Technology and Management 2003 Vol.5, No. 5/6 pp.414-427.
• Dawn of a Process Orientation in Business (2006) PRISM Online available at: www.business.sc.edu/cimtr/process.htm.
• Total Quality Management (20006)ATTENEO Professional Schools Library Online available at: http:aps/library.atteneo.edu.
• History of the Balanced Scorecard (2006) 12Manage Online available at: http://www.12manage.com/methods_balancedscorecard.html.

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