Question

Question 1

The benefits of adopting Total Quality Management (TQM) strategies and approaches for organizations can aptly be categorized under four (4) broad themes which include:

Customer satisfaction; organizational Development, Human resources management and Competitive advantage.

a. Two for each category, highlight the benefits for adopting and implementing TQM

approaches in organizations

b. State five (5) known trends driving the need for adopting TQM particularly in 21st century organization

Answer 1

Answer: TQM and its benefits in the case of  Customer Satisfaction- a. Optimum customer satisfaction can facilitate lead generation and referral business. b. Customer satisfaction can lead to increased market share. Benefits of TQM in Organisational Development TQM is a strategy that is adopted at the top management level and is diffused to all other levels in an organisation.TQM's philosophy talks of Customer is the King, so are both internal and external customers. Organisation development takes place through process towards TQM 1. Reengineering is defined as rethinking and redesigning of business process to achieve exemplory improvements in critical areas of cost, quality, service and speed. 2. Benchmarking - It is a tool to measure one's performance in comparison with the best-in-class companies. It helps an organisation to recognise and revisit its strength and weaknesses. Further, it helps in incorporating best practices into its own operations. It can help motivate the employees to achieve stretch goals. TQM and its benefits in the category of Human Resource Management- Recruitment, Hiring and Selection - Recruiting right people to the right position. Recruiting people with skills, interests and qualification matching the job. This will lead to increased job satisfaction. Job design and job analysis - For the success of HR function, Job design and job analysis is very important. So applying TQM tools in these areas are very vital. The techniques used are job enrichment, job enlargement etc. TQM and Competitive advantage For a company to become successful it has to work upon competitive edge. TQM tools generate improved products and services, reduced costs, more satisfied customers and employees and improved bottom line financials. Answer for B There will be more emphasis on process approach than documentation