Published on Apr 02, 2024
Total Quality Management is an approach that seeks to continuously improve quality in all processes, products and services of an organisation (hence total quality management).
TQM emphasises:
-the understanding of variation,
-the importance of the customer,
-the involvement of all employees in the pursuit of improvement.
*TQC evolved towards TQM as it became a tool of management.
*TQM arose out of recognition that quality assurance alone does not ensure excellence.
The application of TQM in the service industries
There are a number of differences between service and manufacturing industries when it comes to implementing TQM. Services involve dealing more directly with large numbers of people, involve many transactions and more paperwork, and generally involve less money per transaction. Services have more opportunities for error and involve less instrumentation.Customers often have less control over the nature of the service and there is often less competition in service industries.Care needs to be taken when implementing TQM techniques in service industries.
Techniques that are applicable on the factory floor may not be appropriate. Don’t ignore the customer in an effort to improve internal operations – the customer plays an even bigger role in service industries.TQC evolved towards TQM as it became a tool of management.TQM arose out of recognition that quality assurance alone does not ensure excellence.Quality itself may have a different meaning in service industries. “Quality means meeting the requirements of the customer. It is based on prevention of non-quality characteristics-errors, defects in purchased products, wasted time, delays, failures, unsafe working conditions, unnecessary service and unsafe products. All service should be aimed at meeting the customer’s requirements by eliminating these non-quality traits.”
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