Literature Review of Total Quality Management
Discuss about the Influence Middle Management Employees.
Today in the globalizing world quality of products or services is considered as primary necessity for every organization. Quality of products gives many advantages to the organization to sustain their business in the competitive world of business. This makes the quality management as a crucial task for every organization. This quality management is one of the formal management processes that an organization has to follow their business in every aspect as each business area of the organization need a separate management system to manage its operation (Al-Dhaafri, Al-Swidi, and Yusoff, 2016). To explain quality management of products and services of an organization a term is introduces as Total Quality Management. This term of management to enhance the quality of products or services that an organization is providing to its customers is presented as a management philosophy that embraces business practices. In this managements system customer’s need and requirements they expect from the organization are predetermined with the help of market analysis and other ways and increases the product or service quality to meet the customer expectations (Benavides-Velasco, Quintana-García, and Marchante-Lara, 2014).
In this report a thorough analysis of “Total Quality Management” has been discussed with the help of some relevant theories supporting the management system. Also the report discusses the real world evidences of these theories for the embracement of product and services qualities in the context of an event company that is known as Harridge Events.
Literature of Total Quality Management states that various tools of TQM are used by organization since a long time. These are followed by organizations from 1920 when first ever measurable hypothesis was done for the nature of product and services of an organization. Later some improvements were made by the Americans that can be seen in the literature of 1940s about the Japanese management. Historical background of total quality management has been divided into several segments called primary segments. These primary segments describing the history of total quality management system are inspection, quality control and measuring hypothesis, quality of products in Japan, add up to quality, add up to quality administration, and business magnificence. However this term Total Quality Management was perhaps introduced to replace the previous term total quality control. The idea of total quality control was initially riding in the mid-1920s which was named as logical administration at that time. Moreover in 1930s this system, of quality control and factual investigation for the check and improvement of product and service qualities provided by an organization, was finished by Walter Shewart. Fonseca, (2015) states that different hypothesizes and their conclusion were defined or introduced by various researchers in the field of total quality management system.
Organization Background in terms of TQM
Harridge Events is serving the industry for past 35 years and well known in the industry for its service quality. In the industry company is offering personalised and comprehensive services to all kind of projects whether it a corporate sector or a private sector. It does not matter that who is the client of organization the main motive of the company is to serve the best to the customers. While serving any of the market segment organization’s focus is always on the quality of its products in the international market. In last 35 years major driving force to the company, making it successful in establishing its market internationally is the quality of its product that the company is providing to its customers. To enhance the quality of company products organization’s total quality management consider every new request as a challenge for them to make their services better every time they got to serve the industry (Harridge events 2018). Considering every request as a challenge and providing a perfect vaneu for the event is the primary, secondly company provides customers with a luxurious and stream lined solution that also within their budget. This, providing desired services within customer budget is the second most successful strategy of the organization to make its services best in the industry. In this industry client satisfaction being the most important consideration for a successful business Harridge Events especially take care of their customer satisfaction that too with their quality service.
In event industry Harridge Events focusing on the customer satisfaction with their quality service uses different strategies or tools to improve their quality of services they are providing to their customers. Among these tools or strategies Benchmarking and Quality Circles are two most important tools that Harridge Events uses.
Benchmarking is a process which evaluates the performance of competitive organizations and helps the organization to set targets to be achieved in order to make their business successful(Calabrese, and Corbò, 2015). In this order Harridge Events can also use these benchmarking tools to improve the quality of services they are providing in the international event management industry. These benchmarking tool that Harridge Events can implement in their total quality management system are discussed as
In event sector customers are looking for some quality services that can make their investment worthy. In this order customers compare services of different event companies and then choose one for their event (Sutapa, Mulyana, and Wasitowati, 2017). This suggests that in order to improve the quality of services, company needs to analyse the services its competitive companies are providing in the market. With this analysis company enables to identify the changes they need to make in order to take a competitive advantage (Jiménez-Jiménez, et al, 2015). Harridge events are serving the international market therefore company need to analyse the competitive companies and their services in different nations. This can help the company to improve their service quality according to their customer requirements.
Tools and Strategies to Improve Quality
In the process of benchmarking especially for event management it is important for Harridge Events to manage their quality with along with an effective management for their finance resources. Quality is the most important requirement in event management industry but still cost of the event must be controlled to make it economical that gives an advantage to the company to improve their product quality (Hoang, Igel, and Laosirihongthong, 2010). Although Harridge Events is providing their services within their client’s budget, they can improve their quality with an effective cost management. This cost management will help the organization to add some more quality measures that will improve the overall quality of their services.
Although quality is most important consideration for Harridge Events, time management is very important in order to deliver the quality work on time. Quality of product is worthy only if the product or service is delivered on right time (Kumar, and Mittal, 2015). For total quality management Harridge Events have to manage their time to deliver their quality work on time so that they can improve their quality work with an effective time management.
Quality circle is a group that consists of employees, supervisors, and a team of a few members assigned for a specific task. In event management industry such activities can resolve the problem of quality management by monitoring and controlling the quality of services by individual groups (Zhou, 2016). This approach of quality management allows every member of the group to share their ideas for the task they are working on. This freedom of sharing the ides individuals have for the task motivates members to give their best for the organization and that makes the product much more qualitative. This approach was firstly introduced by Kaoru Ishikawa. In this approach this group plan for their task, make a discussion on their plan and cross-check for any other change after this they come to execute the plan. These four steps defined as a part of this circle called quality circle (IIBM 2018).
This approach includes the problem solving process that too by the members of same field as well as same organization. This makes the approach more effective and efficient for the organization. Harridge Events can also adopt this approach to improve their service quality. By doing so company has to form groups of people to manage individual task of the event they are managing for their customers.
Benchmarking
Both the terms benchmarking and quality circle are effective strategies or approach to improve the quality of products or services that an organization is providing to its customers. In this way to improve the quality of products and service it is very important to compete with the rivalry companies so that in this competition organization gets to know about the areas in which it can improve their quality to meet that bench mark or market standards that customers are looking for (Walraven, et al, 2016). While adopting this process of benchmarking organization gas to consider the best organization or targets that are most favourable to meet the customer requirements in this industry (Chuang, Chen, and Tsai, 2015). After analysing the concept in depth the author also observed that there is the number of negative aspects of the benchmarking tools and thus presented the critical evaluation of this mechanism (Fryer, Antony, and Ogden, 2009). Therefore, while setting benchmarks company has to consider best suitable benchmarks or targets to be achieved in order to improve its product quality. In the case of Harridge Events this approach can be understand much better with the help of the below given fishbone diagram of Harridge Events
This diagram states different areas in which Harridge events can lack in comparison to other organization that is selected to be considered as the benchmark for their quality improvement process. This clearly states that there may be differences in terms of methods, available manpower, material, equipment, and facilities that can affect the approach in a negative way. Such negative impacts will harm the quality of services for Harridge Events. While considering this fishbone diagram there are different factors mentioned which may affect the benchmarking approach in a negative way such as poor quality service. The manpower is poorly managed as there is no proper training, staff is not managed appropriately, poor knowledge process and limited resources (Obeidat, et al, 2016). There are also software bugs in the equipment of Harridge Events. The equipment does not function properly. The method of company is also not effective due to unplanned demand. There are some practices in the company which contribute to the ineffective method like complex and numerous tasks. The objectives and the standards are also not clear which are used in the methods. The material has also role in the poor quality service such as inadequate storage system and complex application. The facilities provided by the company have major drawbacks such as insufficient control procedures, insufficient data and inaccurate records.
Quality Circle
In the similar way quality circle is also an effective approach to improve the quality of service but the approach being interconnected with each step should be implemented very carefully. Each step of the quality circle approach must be monitor or controlled in such a way that the discussion or check of the plan should not miss any area that can affect the plan management in a negative way. This approach also makes the employees more comfortable with their colleagues to work in group that benefits the organization in other aspects too like reducing the communication gap, motivate employees to share their ideas and many more.
Conclusion
Analysis of the above report concludes that total quality management is the most important consideration for customer satisfaction. In event management sector customer satisfaction is very important to showcase the quality of an organization. Harridge events are serving the industry with best quality of services for the last 35 years that is a milestone itself for an event management organization. From the report it is concluded that in this industry it is very important to improve the quality of products and services provided by the company regularly to maintain their quality performance. Total quality management is the best way to do so. The analysis of quality improvement also concludes that the benchmarking and quality circles are two major approaches that can improve the quality of products or services in an effective as well as efficient way.
References
Al-Dhaafri, H.S., Al-Swidi, A.K. and Yusoff, R.Z.B., 2016. The mediating role of total quality management between the entrepreneurial orientation and the organizational performance. The TQM Journal, 28(1), pp.89-111.
Benavides-Velasco, C.A., Quintana-García, C. and Marchante-Lara, M., 2014. Total quality management, corporate social responsibility and performance in the hotel industry. International Journal of Hospitality Management, 41, pp.77-87.
Calabrese, A. and Corbò, M., 2015. Design and blueprinting for total quality management implementation in service organisations. Total Quality Management & Business Excellence, 26(7-8), pp.719-732.
Chuang, S.S., Chen, K.S. and Tsai, M.T., 2015. Exploring the antecedents that influence middle management employees’ knowledge-sharing intentions in the context of total quality management implementations. Total Quality Management & Business Excellence, 26(1-2), pp.108-122.
Fonseca, L.M., 2015. From Quality Gurus and TQM to ISO 9001: 2015: a review of several quality paths. International Journal for Quality Research (IJQR), 9(1), pp.167-180.
Fryer, K., Antony, J. and Ogden, S., 2009. Performance management in the public sector. International Journal of Public Sector Management, 22(6), pp.478-498.
Harridge events (2018) About us [online]. Available from: https://www.harridgeevents.com/about-us/ [Accessed on 12/07/18]
Hoang, D.T., Igel, B. and Laosirihongthong, T., 2010. Total quality management (TQM) strategy and organisational characteristics: Evidence from a recent WTO member. Total quality management, 21(9), pp.931-951.
IIBM (2018) What is quality Circle? [onlinr]. Available from: https://www.iibmindialms.com/library/management-basic-subjects/total-quality-management/quality-circle/ [Accessed on 12/07/18]
Jiménez-Jiménez, D., Martinez-Costa, M., Martínez-Lorente, A.R. and Rabeh, H.A.D., 2015. Total quality management performance in multinational companies: A learning perspective. The TQM Journal, 27(3), pp.328-340.
Kumar, N. and Mittal, V., 2015. Quality Circle Implementation In Industry in India–A Case Study. International Journal of Current Engineering and Technology, 5(1), pp.2-277.
Obeidat, B.Y., Hashem, L., Alansari, I., Tarhini, A. and Al-Salti, Z., 2016. The effect of knowledge management uses on total quality management practices: A theoretical perspective. Journal of Management and strategy, 7(4), p.18.
Sutapa, S., Mulyana, M. and Wasitowati, W., 2017. The role of market orientation, creativity and innovation in creating competitive advantages and creative industry performance. Jurnal Dinamika Manajemen, 8(2).
Walraven, M., Koning, R.H., Bijmolt, T.H. and Los, B., 2016. Benchmarking sports sponsorship performance: Efficiency assessment with data envelopment analysis. Journal of Sport Management, 30(4), pp.411-426.
Zhou, B., 2016. Lean principles, practices, and impacts: a study on small and medium-sized enterprises (SMEs). Annals of Operations Research, 241(1-2), pp.457-474.
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