TQM Total Quality Management Survey

TQM

Total Quality Management Survey

Manufacturing

Customer service and delivery of quality products is essential to the survival of any organization, including a manufacturing organization (John, 2003). To customers working with a manufacturing company such as Picosecond Pulse Labs, Inc., satisfaction and a guarantee of the utmost quality is critical to their relationship. If an organization is not able to provide any type of guarantee of quality as to the product they manufacture and distribute, then the company is not like to succeed, as there are dozens of competitors eager to jump on any and all opportunities presented to them. In the manufacturing company analyzed, all work completed for distribution is customer driven. This means the organization works to deliver electronics products that are specific to a niche market. In this type of market, there is less competition than other markets, including for example, soda pop manufacturers.

As there are only a few other organizations that manufacture the types of products created at Picosecond, to establish success and acquire an image of the best of the bets, the organization must continually develop tools that allow for customer-driven quality. These tools require the company to look at its processes and systems, including those involved in hiring and distribution of personnel. In a customer-driven organization as this, appropriate training for all members of the organization is critical to promoting a successful and competitive market (John, 2003).

These tools may include ISO-9000 certification standards, where the organization must meet stringent standards of quality to guarantee the products they manufacture and distribute to their customers (John, 2003). Other tools that could be used in this sector include solid leadership. A good leader in the manufacturing industry is one that is knowledgeable about the types of products he or she produces, and also aware of the types of products and quality services competitors use. Without this knowledge a manufacturing company is not likely to succeed in the global market.

Service Industry

Many organizations fall into the category of "service" entities. One of the more common examples are enterprises that offer loans including banking organizations. A perfect example of a service oriented industry is Lending Tree. This company operates primarily online, one way it caters to the needs of its global clientele. The organization provides "lending and realty services" in a way that allows consumers to make smart decisions (Lending Tree, 2007).

Because there are so many competitors these days in the online service market, especially with regard to realty and lending services, Lending Tree must ensure it provides customers the best possible service. If this feat is achieved, odds are strong customers will refer others to the organization, increasing its visibility and reputation in the industry. Lending Tree uniquely positions itself in the industry as a "leading online" institution, something many other organizations in traditional services exchange industries do not presently offer (Lending Tree, 2007). To remain popular and well-known, the organization is working to create solid connections and networks involving their consumers and other banks that can lend appropriate amounts of money or provide realty services exchanges to all involved.

The leadership at lending tree is unique, in that the organization promotes horizontal vs. top-down leadership. What this means is the service organization does not have to rely on traditional models of leadership, including those popular in the manufacturing industry. Rather, the company works to exchange information freely so consumers are "empowered" per the company, to make the best choice possible.

The organization achieves this by connecting interested consumers with realtors or other agents capable of assisting with the buying and selling of a home; the organization also supports what they refer to as "a unique marketplace concept" or one that allows consumers interested in working with the organization to select services from large entities whether regional, national or local (Lending Tree, LLC). This concept is one that provides value to customers; hence customers are more likely to utilize the services offered because they believe the organization has their best interests in mind.

Other companies are starting to adopt this model, including some car insurance and life insurance companies, which allow customers to select from a diverse market so they do not feel they have few choices when it comes to financing any need they may have during the course of their life (John, 2003). As the global market continues to diversify the way companies including service companies do business, more and more companies will work to create their own "unique" marketing concepts, those that are customer driven and provide high value.

Government

According to many, implementing quality initiatives or programs like Total Quality Management or TWM are exceedingly difficult. One reason for this is the politics behind how governments work; often practices used to ensure quality go against the traditional methods or systems used by a public agency to operate successfully (Bacal, 2007). To overcome these obstacles, so the public is served in the best way possible, it is critical governments identify internal obstacles to their success, and then devise quality programs that are easily integrated into pre-existing systems within public entities (John, 2003). One such example is the federal government, which influences much local, state, regional and national governments. Because the role of the federal government is ultimately to provide for the people, it is critical customer satisfaction is realized within this agency, among the government's internal and its external customers (John, 2003). Internal customers include those working directly for or with the government, and external customers include the people affected by decisions made by the government and other top-level officials.

Bacal (2007) suggests there are several ways leaders within government agencies can ensure all procedures and services are customer driven. The author suggests 7 basic principles for success, that can be used individually or congruently to help a public agency succeed in TQM. What are these "rules" as described by Bacal? They include: (1) ensure communication happens frequently when new initiatives are announced, especially when they involve politics; (2) leaders must help reduce anxiety associated with change and communicate as much as they know about change or quality measures to any person or agent involved with the organization; (3) leaders have a purpose, which includes reassuring customers including their internal employees that the goal of TQM measures include positive exchanges; (4) executives must be proactive at all levels of the organization, and communicate all initiatives with grace and confidence; (5) leaders must learn to listen carefully to suggestions offered by employees so they are capable of understanding new initiatives; (6) leaders and other members including employees working in the public sector must remain positive and "focus on positive outcomes" no matter the situation being dealt with; (7) lastly, it is critical all members of the organization, no matter their position, learn how to communicate, or the art and skill of communication, and then commit themselves to continuously learning about the policies, procedures and principles related to TQM put into place so they can remain positive.