ERP – System-Auditing, Device, Text and Job Management
IN addition to functions covered by technical modules such as user’s management, License management, installation (as discussed in earlier papers), ERP technical module provides several other important functionalities. Some of these functionalities, as given below, will be very briefly discussed in this paper: Audit management Device management Text management Job management Audit management: Large organizations […]
Business Process Improvement – Preparation Stage
Business Process Improvement exercise is undertaken by organizations to improve their operational efficiencies, to remove redundant processes, eliminate wastage as well as to adapt to customer expectations and thus augments its operations to meet with the expectations. BPI programs aim to bring about permanent changes to the processes through a sustained and planned implementation program. […]
Will Automation Kill the Economy ?
Automation is the next big thing! Right from the time of the printing press, automation has always been making headlines. It fundamentally changes the way jobs are performed. However, given the rapid technological advancement in the recent past, there has been an unusually high level of scaremongering regarding how automation is going to affect the […]
How Much Should the Government Help Struggling Businesses in Times of Crises
What the Proponents of Governmental Bailouts Have to Say about Bailing Out Businesses The ongoing economic and financial crisis due to the Covid 19 outbreak has reopened the debate about how far and how much the government help businesses struggling due to the crisis. Indeed, this was the same debate that erupted during the Great […]
Why Nations and Firms must Pursue Growth, but, Sustainably and Responsibly ?
How the Growth at all Costs Mantra is Harming Us Ever since the time of the Enlightenment in the Nineteenth Century, the world has been chasing growth and more growth in all aspects of economic and social as well as political spheres. While it is natural for nations and firms following the capitalist model of […]
To understand the meaning of “Total quality management”, let us first know what does Quality mean?
Quality refers to a parameter which decides the superiority or inferiority of a product or service. Quality can be defined as an attribute which differentiates a product or service from its competitors. Quality plays an essential role in every business. Business marketers need to emphasize on quality of their brands over quantity to survive the cut throat competition.
Why would a customer come to you if your competitor is also offering the same product? The difference has to be there in quality. Your brand needs to be superior for it to stand apart from the rest.
Total Quality management is defined as a continuous effort by the management as well as employees of a particular organization to ensure long term customer loyalty and customer satisfaction. Remember, one happy and satisfied customer brings ten new customers along with him whereas one disappointed individual will spread bad word of mouth and spoil several of your existing as well as potential customers.
You need to give something extra to your customers to expect loyalty in return. Quality can be measured in terms of durability, reliability, usage and so on.
Total quality management is a structured effort by employees to continuously improve the quality of their products and services through proper feedbacks and research. Ensuring superior quality of a product or service is not the responsibility of a single member.
Every individual who receives his/her paycheck from the organization has to contribute equally to design foolproof processes and systems which would eventually ensure superior quality of products and services.
Total Quality management is indeed a joint effort of management, staff members, workforce, suppliers in order to meet and exceed customer satisfaction level. You can’t just blame one person for not adhering to quality measures. The responsibility lies on the shoulder of everyone who is even remotely associated with the organization.
W. Edwards Deming, Joseph M. Juran, and Armand V. Feigenbaum jointly developed the concept of total quality management. Total Quality management originated in the manufacturing sector, but can be applied to almost all organizations.
Total quality management ensures that every single employee is working towards the improvement of work culture, processes, services, systems and so on to ensure long term success.
Total Quality management can be divided into four categories:
Also referred to as PDCA cycle.
Planning is the most crucial phase of total quality management. In this phase employees have to come up with their problems and queries which need to be addressed. They need to come up with the various challenges they face in their day to day operations and also analyze the problem’s root cause. Employees are required to do necessary research and collect relevant data which would help them find solutions to all the problems.
In the doing phase, employees develop a solution for the problems defined in planning phase. Strategies are devised and implemented to overcome the challenges faced by employees. The effectiveness of solutions and strategies is also measured in this stage.
Checking phase is the stage where people actually do a comparison analysis of before and after data to confirm the effectiveness of the processes and measure the results.
In this phase employees document their results and prepare themselves to address other problems.
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The PDSA (Plan-Do-Study-Act) Technique for Quality Improvement
February 12, 2025
