Business Organization
Discuss about the Total Quality Management and Its Role.
The “advent of globalization and the recent developments in the field of technology as well as innovations have drastically modified the way the various business organizations transact their business in the present times”(Oakland & Morris, 2013). The primary focus of the “various business organizations in the present times has shifted from the concept of quantity to the concept of quality” (Oakland & Morris, 2013). The business houses in the current times are often confused as to fact to which particular concept they should give priority- the concept of quality or the concept of quantity (Talib, Rahman & Qureshi, 2012). The primary objective of these organizations in the present is to gain the maximum amount of profit through the manufacture of surplus amount of products or the services offered by them to the customers (Talib, Rahman & Qureshi, 2012). However, in the opinion of other people the concept of quality is more important as it not only enables them to offer quality services to the customers who “take the help of the products or the services provided by them to the customers but also helps them to earn the loyalty of the customers” (Talib, Rahman & Qureshi, 2012). The concept of customer loyalty has “emerged as one of the most important concepts in the present times and the various business organizations often take the help of the strategy of cost leadership in a bid to earn the loyalty of the customers” (Wang, Chen & Chen, 2012). In the opinion of many people in a bid to achieve a high level of quality for the “products as well as the services offered by the various business organizations” to the customers depends on the effective performance of “all the employees related to the concerned business organization” (Wang, Chen & Chen, 2012). It is here that the concept of “total quality management” gains prominence. The “various business organizations” taking the help of the concept of the strategy of cost leadership seek to provide the best quality services as well as products to the customers and that too at very affordable prices (Wang, Chen & Chen, 2012). The concept of customer loyalty also helps the various business organizations to tide over the various crisis situations in their business as “it is seen that the various customers related to a particular business organization” are likely to stay with the concerned business organization on the score of the customer loyalty (Zehir et al., 2012). Therefore, it becomes very important for the “various business organizations in the present times” to take into effective consideration the concept of quality not only for their business process but also for the “manufacture of the products as well as services which they offer to the customers” (Zehir et al., 2012). Thus, in a way it can be said that for a particular business organization to “provide the best quality services to the customers” the employees related to that particular business organizations need to perform to their potential (Zehir et al., 2012). This report will discuss about the concept of “total quality management” and the role of leadership in the implementation of this particular concept.
Importance of the concept of ‘Total Quality Management’
The organization I work for belongs to the retail sector and has been operational for more than a decade. The organization believes in providing quality services to the customers at very affordable prices. The organization under consideration here “provides a wide range of services to the customers in the retail sector” and is the one stop gateway for the customers for the products as well as the services related to all kinds of top brands and companies. Furthermore, the focus of the business organization is on the concept of effective relationship management with the various customers who take the help of the services as well as the products offered by the business organizations (Honarpour, Jusoh & Nor, 2012). Therefore, it would be apt to say “that the business organization under consideration here has been able to earn the loyalty of the customers” not only by means of the quality services which it provides to the customers but also by means of the concept of relationship management through which the business organization under consideration here tries to build effective business relationships with the various customers who take the help of the products as well as services offered by the concerned business organization (Honarpour, Jusoh & Nor, 2012). The primary customers of the business organization under consideration here are the people are from the adjoining region who frequently takes the help of the services as well as the products offered by the concerned business organization (Honarpour, Jusoh & Nor, 2012). However, in the recent times the business organization under consideration here is making certain changes at the management level and is also taking the help of the concept of effective leadership in a bid to implement the concept of “total quality management” within the organizational framework with the view to maximize the performance level of the various employees related to it (Kober, Subraamanniam & Watson, 2012).
The concept of “Total Quality Management has emerged as one of the most important ones in the present times and the various business organizations related to the various industries are increasingly taking the help of this particular concept to not only to enhance the quality of the products or the services offered by them to the customers but also to bring about the overall growth as well as the development of their business process” (Salleh, Kasolang & Jaffar, 2012). The role of leadership has “emerged as one of the most important ones in the process of Total Quality Management and the various business organizations are increasingly taking the help of the process of effective leadership to monitor as well as regulate the individual performance of the various employees” related to the concerned business organization (Salleh, Kasolang & Jaffar, 2012). The concept of “total quality management” can be defined as the “system of management based on the principle that every member of staff must be committed to maintaining high standards of work in every aspect of a company’s operations” (Salleh, Kasolang & Jaffar, 2012). Furthermore, other scholars believe that the concept of “total quality management consists of organization-wide efforts to install and make a permanent climate in which an organization continuously improves its ability to deliver high-quality products and services to customers” (Kober, Subraamanniam & Watson, 2012). It is significant to note that there is no fixed approach to the concept of “total quality management” however it is generally seen that the various precepts of the concept of quality control are utilized for the effective formulation as well as the implementation of this particular concept (Kober, Subraamanniam & Watson, 2012). The concept of “total quality management” gained prominence during the 1980s as well as 1990s however the emergence of the frameworks of Six Sigma, Lean manufacturing, ISO 9000 and others soon overshadowed this particular concept (Kober, Subraamanniam & Watson, 2012). However, “the recent changes in the nature of the business world have made it imperative for the various business organizations to take the help of this particular concept not only to enhance the individual performance of the employees but also the overall performance of the employees” (Kober, Subraamanniam & Watson, 2012).
The concept of “total quality management is utilized by the various business organizations in the present times not only to enhance the individual performance of the various employees related to them but also to thereby enhance the overall organizational performance of the concerned business organization as well” (Gharakhani et al., 2013). Therefore, the “companies in the present times are increasingly turning towards this particular concept to bring about the overall growth as well as the development of their business organization”(Gharakhani et al., 2013). Therefore, the company under consideration here “can also take the help of this particular concept” to further enhance its prospects in the business world. The various leaders related to the diverse business organizations also “play a significant role” in the attainment of the process of “total quality management” (Gharakhani et al., 2013). It is significant to note that the various leaders are individuals who are required to “lead the diverse individuals related to the concerned business organization towards the achievement of their goals as well as objectives” (Gharakhani et al., 2013). Therefore, it “becomes one of the primary responsibilities of the various leaders related to the business organizations to motivate the employees in the most effective manner so that the employees related to the business organization” are able to perform in a much better manner (Akgün et al., 2014). Thus, the “new leader of the business organization under consideration here” can also take the “help of this particular concept to motivate the various employees related to the business organization” in the most effective manner so that the employees are able to perform to their maximum capacity or capability (Akgün et al., 2014). The new leader of the “business organization under consideration here” can take the help of various kinds of motivational theories like “Maslow’s Hierarchy of needs”, “Hertzberg’s Dual factor theory”, “Adam’s Equity payment theory” and others to motivate the employees related to the business organization in the most effective manner so that the employees are being able to perform in a much better manner (Akgün et al., 2014). The maximization of the “performance level of the employees related to the business organization under consideration here” will also help the business organization to not only offer “better quality of products as well as services to the customers who take the help of the products as well as services offered by them” but also to provide surplus amount of products to them (Akgün et al., 2014). This particular act is also likely to increase the annual profit earned by the business organization under consideration here. Therefore, it would be apt to say that the new leader of the business organization under consideration here should aim to implement this particular concept within the framework of the business organization (Kober, Subraamanniam & Watson, 2012).
The concept of “total quality management” is likely to have several positive implications for the “business organization under consideration here”. Firstly, the concept of “total quality management” will enable the “business organization under consideration here to earn the loyalty of the customers” who are related to the business organization (Benavides-Velasco, Quintana-García & Marchante-Lara, 2014). In the opinion of many people the process of “total quality management” maximizes the performance level of each of the “individual employees who are related to the business organization” and thus in a way it can be said that “the products as well as the services offered by the business organization will be of better quality and of more use to the customers” (Benavides-Velasco, Quintana-García & Marchante-Lara, 2014). Therefore, “if the business organization under consideration here provides better quality products as well as services to the customers” then it will be able to earn the loyalty of the customers which in the present day context of the business world is of considerable importance (Benavides-Velasco, Quintana-García & Marchante-Lara, 2014). Another significant advantage of the process of “total quality management” is that it helps the various business organizations to “not only improve the individual performance of the various employees related to them but also the overall performance of the business organization” (Benavides-Velasco, Quintana-García & Marchante-Lara, 2014). Therefore, with the improvement of the overall performance of the business organization the annual profit gained by the concerned business is also likely to improve in a significant manner (Sadikoglu & Olcay, 2014). These in short are some of the key benefits of the process of “total quality management” and keeping in view the benefits or the advantages which the process of “total quality management” is seen to contribute to the various business organizations the best course of action which is available to the new leader of the business organization under consideration here is to implement the process of “total quality management” within the framework of the organization (Sadikoglu & Olcay, 2014).
I would like to say that in my role as the department head of the business organization under consideration here in the recent times I have been facing various kinds of issues related to the quality of the “products as well as the services” offered by our business organization to the customers who take the help of the products and the services offered by our business organization. However, the most significant among these is the below par quality of the products as well as services offered by our organization to the various customers. I would like to comment here that our organization is “known for the high quality of the products as well as services offered by our business organization” to the customers and it is this particular factor which has enabled us to not only earn the loyalty of the various customers who are related to us but also to attain the kind of success which we have achieved in the recent times. Therefore, this particular issue is of considerable interest to the business organization under consideration here and if not properly attended is likely to cause serious problem for the business organization under consideration here as the business organization till now has been able to attain the success which it has been able to achieve by dint of the high quality of the services which it provides to the customers.
I would like to comment here that the issue under discussion here arose a while back when the manager of our business organization had to leave the organization on the score of some of his personal reasons. It was at that particular point of time that many of the employees related to the business organization become very casual in their work and the most pertinent result of this lethargic approach taken by the various employees related to the business organization found its manifestation in the “below par quality of the products as well as services offered by the concerned business organization” to the various customers (Gimenez-Espin, Jiménez-Jiménez & Martínez-Costa, 2013). I would like to comment here that it is specifically to overcome this particular issue which the business organization is facing at the current moment that the appointment of the new leader has been made “in a bid to improve the quality of the products as well as the services” offered by us to the customers who take the help of the products as well as the services provided by us and has been our loyal customers since the initiation of our business (Gimenez-Espin, Jiménez-Jiménez & Martínez-Costa, 2013). I would like to comment here that this particular action on the part of some of the employees related to the business organization is not only unethical but is also hurting the “prospects of the concerned business organization” in a significant manner. Therefore, the mitigation of this particular problem is of utmost “importance to the business organization under consideration”. Thus, “it can be said that the management team of the business organization under consideration here through the appointment of the new leader” is seeking to implement the concept of “total quality management” with the inherent objective to enhance not “only the individual performance of the employees who are related to the business organization under consideration here but also to improve the overall organizational performance of the business organization” (Gimenez-Espin, Jiménez-Jiménez & Martínez-Costa, 2013). The “original idea the adoption of this particular measure of total quality management on the part of the management team of the concerned business organization was the fact that the management team of the concerned business organization” is of the opinion that in a bid “to improve the quality of the products as well as the services offered by the concerned business organization to the employees the concerned business organization” would first of all need to improve the performance level of each of the individual employees who are related to the business organization (Gimenez-Espin, Jiménez-Jiménez & Martínez-Costa, 2013). It is a reflection of this particular fact that the management team of the concerned business organization through the implementation of the concept of “total quality management” is not only seeking to improve the individual performance of each of the individual employees who are related to them but at the same time to maximize it to the fullest extent which will directly help the concerned business organization to improve the quality of the “products as well as the services offered by them” to the various customers who are related to the concerned business organization.
The concept of organizational “culture is another important factor which has gained a considerable amount of significance” in the recent times. The concept of organizational culture can be defined as the factor which “encompasses values and behaviors that contribute to the unique social and psychological environment of an organization” (Herzallah, Gutiérrez-Gutiérrez & Rosas, 2014). In the opinion of other authors the concept of “organizational culture represents the collective values, beliefs and principles of organizational members and is a product of factors such as history, product, market, technology, strategy, type of employees, management style, and national culture; culture includes the organization’s vision, values, norms, systems, symbols, language, assumptions, environment, location, beliefs and habits” (Herzallah, Gutiérrez-Gutiérrez & Rosas, 2014). Therefore, it would be apt to say that the performance level of a particular business organization as well as its overall prospects will depend on the kind of culture which the concerned business organization follows. Thus, the overall performance of a particular business organization is likely to get enhanced if the organization follows a competitive as well as aggressive organizational culture. On the other hand, the performance level of a particular business organization is likely to get affected in a serious manner if the culture of the organization under consideration is not that competitive and the employees related to it are lethargic and do not like the job which they are doing (Herzallah, Gutiérrez-Gutiérrez & Rosas, 2014).
I would like to comment here that initially when I joined the business organization under consideration here it had a very competitive as well as competitive organizational culture and in my opinion this particular organizational culture was one of the primary factors “which contributed towards the success of the concerned business organization” in a significant manner (Jiménez-Jiménez et al., 2015). However, after the resignation of our ex-manager the employees related to the business organization became very lethargic and the culture of the organization started to deteriorate. In my personal opinion this is “one of the primary reasons for the quality issues which the business organization under consideration here” has been facing in the recent times. However, this particular condition can be improved through various effective ways. Firstly, “the business organization under consideration here” can take the help of the concept of “total quality management” which will help the business organization under consideration here “to not only improve the individual performance level of the employees related to the business organization but also to improve the overall performance of the organization under consideration” (Jiménez-Jiménez et al., 2015). Secondly, “the business organization under consideration here” can take the help of the concept of effective leadership (Jiménez-Jiménez et al., 2015). Thirdly, the concept of motivation can also help the various employees related to the business organization under consideration here to make them perform in a much better manner (Jiménez-Jiménez et al., 2015). Furthermore, various kinds of rewards as well as recognition of the hard work of the employees who are related to the concerned business organization would also motivate as well as encourage the employees to perform in a much better manner (Talib & Rahman, 2012). The business organization under consideration can also seek to create a workplace environment which is not only supportive but at the same time very congenial for work (Talib & Rahman, 2012).
The vision of the “business organization under consideration here” is to become the largest retail business organization of the nation of Australia. The mission of the business organization, on the other hand, is to provide the best quality services as well as products to the customers who take the help of the products and the services offered by them. However, in the present light of the events which are happening at the current time within the business organization under consideration here I would to comment in this particular context that the individual performance of the “various employees related to the business organization” are not in synchronization with the vision as well as the mission statement of the organization under consideration here. Therefore, I personally feel that “the business organization under consideration here” should remind the employees related to the “business organization under consideration here” about the mission statement of the business organizations in a bid to motivate them to perform them in a much better manner and also to achieve the mission which the business organization had set out to achieve (Salleh, Kasolang & Jaffar, 2012). This will help the business organization under consideration here to improve the performance level of the employees and also to resolve the quality issue which the business organization under consideration here is facing currently (Salleh, Kasolang & Jaffar, 2012). Furthermore, the various employees related to the business organization under consideration here should be made aware about the importance to perform in a much better manner and they should be made to understand about the fact that the more the business organization grows in terms of the sales as well as the quality of the products delivered by it to the customers the more higher incentives and other benefits the various employees related to the business organization will be able to get.
In the “present world of business” it is generally seen that the “needs as well as the requirements of the customers” keep on changing and therefore it becomes very important for the “various business organizations to take into consideration” this particular factor for the effective functioning of their business (Kober, Subraamanniam & Watson, 2012). The “business organization under consideration here” can take the help of this particular method to provide effective service to the customers who take the help of the products as well as services offered by them (Kober, Subraamanniam & Watson, 2012). It is significant to note that to note that to follow this particular concept the business organization will have “to take the help of various kinds” of surveys as well as questionnaires “to find out the needs as well as the requirements of the customers” (Kober, Subraamanniam & Watson, 2012). The “business organization under consideration here” can also take the help of various kinds of online polls to know about the requirements of the customers. The data collected during these processes will then be used for the purposes of designing of the “products as well as services offered by them” to the customers and will also help the business organization for the development of effective strategies so that it can provide better quality products to the customers (Kober, Subraamanniam & Watson, 2012). The increase or the decrease in the sale of the products as well as the services will tell the business organization whether the exercise which they have taken the help of has been a success or a failure (Kober, Subraamanniam & Watson, 2012).
Conclusion
The concept of “total quality management has emerged as one of the most important ones in the present day business world”. This particular concept is “used by the various business organizations in the present times not only to enhance the individual performance of the employees related to a particular business but also to enhance the overall performance of the entire business organization”. The emergence of this particular concept in the present times can be “seen as a reflection of the changing nature of the business world in the present times and the insistence of the various business organizations on the concept of quality rather than quantity”. Thus, it can be said that the various business organizations in the present times take the help of the concept of “total quality management” to bring about “the overall growth as well as the development of entire business organization”.
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