Quality is a measurement of the excellence or the state where the manufacturing operations are free from the defects, significant variations and deficiencies. The process of quality is implemented by consistent and strict commitments to the certain standards which help in achieving uniformity in the products. Quality can also be defined as the totality of the characteristics and features of a service or product which bears the ability to satisfy the needs. The ways by which the organizations perform for its stakeholders can also be defined as quality. Quality is considered to be an important factor that is related to the success of the various organizations (Bernardo 2014).
The management of quality includes various processes in the organizations like, improvement of the services, products, processes and the systems. Managing quality also relates to pursuing excellence constantly and ensuring that the organization performs the duties and the responsibilities that they are supposed to perform. The quality maintenance related procedures of the organizations mainly deal with the stakeholders of the company and their satisfaction levels. The most important stakeholders of the company in this case are the customers for most of the business organizations belonging to different industries or sectors. The organization can deliver quality by understanding the needs and the demands of the customers and meeting the needs in a successful manner (Bortolotti, Boscari and Danese 2015).
The efficient process of quality management can further help the organizations to enhance the reputation of the brands and protect the company against risks. Quality in an organization is applicable to every service product task or process or even the decisions that are taken by the management. The entire organization and its members have the responsibility to maintain quality. The organizations always need to appoint people who can be helpful in maintaining the quality standards. These people are known as the quality professionals. The titles that are given to these professionals can be quality manager, quality director and quality engineer (Chang 2016). Some of these quality professionals are concerned with delivery of services and products and on the other hand, some of them are related to the leadership related processes in organizations. The concept that unites the quality professionals with their dedication for strengthening and protecting the organizations is ensuring that the needs of the stakeholders are met successfully.
As discussed by, Cooper (2017) the top management of the organization needs to be committed towards the maintenance of quality. The three major things that underpin the process of quality management in a successful manner are, effective governance which defines the aims of the organization, the robust assurance systems which ensures that all the processes are on track and the culture of improvement.
Quality management system is related to a collection of various business processes which consistently focus on meeting the needs of the customers and enhancing the levels of satisfaction. This process is aligned with the strategic direction and the purpose of the organization. Quality management is expressed as organizational goals, policies, processes, aspirations and resources which are required to implement and maintain quality in the organizations. The process of quality management integrates the different internal processes in the organizations and aims at providing a process approach for the purpose of project execution (Fernie and Sparks 2014).
As argued by, Hazen et al. (2014), the core business processes of the organizations can be identified, measured, controlled and improved with the help of proper quality management system. The concept of quality management is quite simple in nature and it aims at, recognising the requirements of the interested parties, the customer requirements and the chosen standards of management. The system ensures that all the requirements are met. The system also confirms that employees are able to receive the training that is applicable for them. The quality management system further determines the processes, the interaction between the processes and the inputs and outputs.
The quality management system is considered to be an integrative element which unites the diverse aspects of the organization into a unified purpose related to the delivery of the services or products in the best possible form. The quality management system should be seen as a cost burden by the management of an organization. The managers or the leaders need to view this system as the major component of success of the organization. The main focus of the quality management system of the organization is to become centred on the services or goods that are provided to the consumers. The management needs to implement a program that will be based on the continuous improvement of the processes of the organizations (Hoyle 2017). The efficiency of the organization needs to be increased by reducing the amount of wastes and maximizing the resources. The QMS system facilitates or aids the clear understanding of the expectations of the participants or the employees of the organizations. The measurement of data and accurate collection of data are also incorporated so that decision-making can be supported. The documentation that is related to the process of quality management is also maintained (Kwon, Lee and Shin 2014).
According to, Lozano (2015), the main purpose of the quality management system is to deliver the products that are desired by the customers and further satisfying their needs and demands. The QMS related activities are not limited only to the quality team of the organization. The activities of the quality team are only a small percentage of the entire process of QMS. The Quality team of the organization mainly enables and then supports the successful process of deployment of QMS in the various organizations. QMS is considered to be a tool of the organization and the Quality team is the driver. The QMS of an organization consists of many effective elements which helps the organization to achieve its goals. The focus on customers is a major and most important part of the quality management system of the organization. The different organizations have specific mission, vision and objective of quality. The organizations thereby need to allocate resources that can be helpful in executing the various quality management processes (Luo et al. 2015). A quality manual is a major part of the entire system of quality management. The major attributes that are a part of the quality manual are, quality policy, processes and the description of these processes. The required resources, the services or the products that need to be delivered, the approach towards the continuous development, the various records that need to be documented, the auditing related mechanisms and the approach related to process correction and analysis based on data.
As discussed by, Monczka et al. (2015), the quality management related system of an organization provides major benefits which are related to the improvement of the processes of the various organizations. The QMS process helps in bringing a well-defined approach that is related to the achievement of the objectives of an organization. The system also sets a standardized requirement for the various departments and functions. The implementation of QMS further increases the level of confidence of the customers which in turn increases the market share of the company. The QMS process ensures that various objectives of the organizations are linked with the needs of the customers. The system also helps in setting clear objectives for the teams and the different job roles. The quality management process helps the organization in assessing the problem related areas.
The practices related to quality management had been developed in the 1970s and the early 1980s, when the developed countries like USA started facing stiff competition from the organizations of Japan which were known to produce high quality goods in the market (Stoyanov et al. 2015). The key factors that were related to total quality management in the early times include,
According to, Terziovski and Guerrero (2014), the quality management certificates were started by institutions like, British Standards Institution and the International organization for standardisation or ISO. The other quality management institutions include, the American Society for Quality and the Chartered Quality institute. The certificates were given by these organizations to recognise the quality management related activities that are performed by them. The different bodies related to standardisation were formed by countries like, France, Belgium, Turkey, Germany and UK during 1990s. The major aim behind their formation was that standardisation of quality management in organizations. However, later on these standards were withdrawn and the responsibility related to the standardisation of quality management processes was taken by ISO 9000.
The existing systems of quality management have however caused issues in the modern organizations. The major issues in old system of quality management include,
As argued by, Zaveri et al. (2016), the innovative style of quality approach is related to the effective solutions that provided by the new systems of quality management. The integration of business operations is mainly related to the implementation of the efficient and effective quality related principles. Enhancement of the business performance in a collaborative and systematic manner. The major starting point of quality management process is developing the identity of the organization and assessing the environment. The duty of the business leaders is to establish, then maintain and develop the holistic identity of the business. The new and useful practices that help in quality management are related to defining a framework that is related to the profile of the organization. The ISO standards are major providers of quality certificates to the various modern business organizations. The traditional concepts of the quality management system are valid in the modern business environment. The basic concepts of quality assurance and quality management needs to be implemented in an integrative and innovative manner (Luo et al. 2015). Quality management system in the modern environment is not related to the quality of the business processes, it further relates to the quality of the management of organizations. The quality management system is related to the basic concept of getting quality management process to happen in the organizations. The two major parts of the concept are,
The concept of quality assurance is related to the external purpose of the business for creating and further strengthening the confidence of the customers. The Quality Assurance is an issue related to communication between the organizations and the stakeholders.
Total quality management mainly consists of the efforts of the organizations to develop a climate in which the organization can improve and is able to deliver the high-quality products to the customers. The efforts related to total quality management are heavily dependent on the previously developed tools and the techniques of quality control (Kwon, Lee and Shin 2014).
The elements of total quality management are, integrity, trust, bricks, training, teamwork, leadership, communication and recognition. The tools which can assist the efforts related to total quality management are benchmarking, failure analysis, plan-do-check-act or PDCA, process management, product design control, statistical process control. The process of total quality management has been beneficial for organizations for traditional organizations and the modern business organizations. The main advantages of TQM are cost reduction, customer satisfaction, defect reduction and increasing the morale of the employees (Terziovski and Guerrero 2014).
Conclusion
The total quality management process requires right amount of training for the employees who are involved in the entire process. The process of total quality management has proved to be effective for the organizations in the modern business environment as it has been effective for the traditional organizations in the past. The management of the organizations therefore need to implement the TQM process in an effective manner so that they can produce high-quality products to the various customers.
References
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Bortolotti, T., Boscari, S. and Danese, P., 2015. Successful lean implementation: Organizational culture and soft lean practices. International Journal of Production Economics, 160, pp.182-201.
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Chang, J.F., 2016. Business process management systems: strategy and implementation. CRC Press.
Cooper, R., 2017. Supply chain development for the lean enterprise: interorganizational cost management. Routledge.
Fernie, J. and Sparks, L., 2014. Logistics and retail management: emerging issues and new challenges in the retail supply chain. Kogan page publishers.
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Stoyanov, S.R., Hides, L., Kavanagh, D.J., Zelenko, O., Tjondronegoro, D. and Mani, M., 2015. Mobile app rating scale: a new tool for assessing the quality of health mobile apps. JMIR mHealth and uHealth, 3(1).
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