The role of Total Quality Management Essay Example | Topics and Well Written Essays - 2000 words

The role of Total Quality Management - Essay ExampleThe origin of TQM is attributed to Dr. Edwards Deming and Walter Shewhart on statistical control techniques (SCT) that aimed at identifying and managing quality translation in production processes (Charantimath 2006). Charantimath (2006) asserts that TQM extends beyond statistical quality control to incorporate other soft elements such as need for quality employee training, teamwork, integrated processes, provider quality, employee empowerment and proper leadership, climate of trust and open communication in the organisation. Total quality management has enabled large franchises like Starbucks and McDonalds manage variations in their product, portion quality, and attain higher customer satisfaction.Total Quality Management is useful in large franchises such as Starbucks and McDonalds since TQM since customer satisfaction is the ultimate beak of quality and all customers are viewed as owners of the quality. According to Charantima th (2006), the large franchises require continuous betterment and TQM uses analytical tools and employee involvement in determining the quality innovations and overture ideas that are critical in improving the customer satisfaction. Accordingly, TQM requires visible, consistent and enabling leadership by the management in order to sustain continuous improvement in order to attain competitive edge and overcome competition in the market (Rao 1996).TQM is essential in enhancing the corporate public image since it demonstrates the organisational consignment to delivery of high quality products to the society. The stakeholders will be aware of the initiatives that the organisation has undertaken to improve quality such as continuous improvement and addressing of the customer complaints thereof leading to higher customer satisfaction and reduction of costs associated with marketing and addressing customer grievances (Charantimath 2006).TQM improves overall customer satisfaction throug h understanding and production of