Discuss about the Concept of quality management.
The concept of quality management is referred to a formalized mechanism that is documenting the process, methodologies and the obligations for the accomplishment of the quality standards and pre-determined objectives. The QMS (quality management system) aids the business entity in directing and coordinating the business practices for meeting the customers and the regulatory fulfillment. This mechanism also brings enhancement in the effectiveness and efficiency on a continuous basis of the operations executed within the organizational structure (Kotler, 2015). ISO 9001:2015, the international standard specifying requirements for quality management systems have been considered as one of the most prominent approaches for the quality management mechanism. In simple terms, quality management is the process that has been referred to the business approach or the process of balancing and maintaining the safe amount of quality in the products and services and this will offer the maximum level of satisfaction to the consumers. The concept is focused towards offering the customer with the best quality services to the consumers. The below-presented analysis has executed the concept of total quality management for Seven events is one of the leading brand names in the UK. The report has been demonstrated for developing awareness of the concept of quality management in the concerned industry.
Definitions of quality services
On the basis of the research executed by Kotler (2015), that the term service is an activity that can be offered by a party to another one and that is required to be intangible and cannot affect any ownership. The service offered may be related to the tangible or intangible product.
According to Wilson et al., (2016), it has been mentioned that service quality has been referred as the term that is a process of focused evaluation reflecting on the perception of the customer of the particular magnitudes of service. The dimensions are reliability, responsiveness, assurance, empathy, and tangibles etc. The assessments offered to the consumer’s aid the business operators in the quick identification of the problems, bringing improvements in the quality of the service offered, and better assess clients expectations.
Maintaining quality and providing same to the consumers is one of the crucial and a significant task for any of the business entity. Quality of the products and the services offered to the consumers is one of the biggest factors that lead to the attainment of satisfaction. As mentioned in the present scenario, 7 events is an event management company and are offering services to the clients (Kerzner and Kerzner, 2017). The mission of the business entity is to motivate the workforce so as to find the best way for contributing and enhancing the events. Moreover, the business corporation can make use of various approaches for managing quality of the services offered by them. The below mentioned are the approaches that can be adopted by Seven events company for bringing improvements and enhancement in the quality:
Total quality management is the approach that has been made concerned for bringing improvements in the quality and performance that will fulfill or exceed the expectations of the customer. Seven events can make adoption of this approach by integrating all the quality related functions and methodologies throughout the business corporation (Hammoudeh, 2016). The concept of TQM oversees the overall quality measures that can be used by the business corporation and includes management of the quality, designing and developing, quality control and maintenance, improvement and quality assurance. All the quality measures are taken into account at all levels and that involves all the employees of the organization. The TQM process has been defined as the management of initiatives and methodologies that are made focused on attaining the delivery of quality products and services (Murray 2017). There are some principles of this approach that should be adhered by seven events for a successful implementation and working of the approach of TQM:
Executive management: The senior authorities or the top management should be held liable for acting the main drivers for TQM and also should be indulged in creating an environment brings success as outcomes.
Training: Training sessions should be organized for the workforce on regular basis regarding the concepts and methods of quality (Tarapiah, Aziz and Atalla, 2015).
Customer focus: Improvements and developments in the will bring enhancements in the level of customer satisfaction.
Decision making: Measurements should be the base of all the decisions taken for the quality of the services offered.
Methodologies and equipment: Making use of appropriate methods, procedures and tools will ensure minimization in an occurrence of incidents.
Company culture: The culture of the business organization should be so developed that it should improve and motivate the employees for working together and thus improving the quality.
Employee involvement: The workforce within the business corporation should be encouraged and motivated for addressing and identifying the issues related to the quality.
An approach that is concerned with monitoring and measuring the performance and effectiveness of the quality management system and also the overall quality of the products and services is termed as key performance indicators (Evolvedmedia 2018). The prime objective of implementing the KPI within the business enterprise is to measure the performance and quality of business objectives. KPI is a measurable value that is demonstrating the level of effectiveness through which the business firm is making accomplishments of the key business objectives. KPI’s can be used by the business organization at any level for evaluating the success and reaching targets. Moreover, there is some high-level KPI’s that are focused on the overall performance of enterprise (Arora and Kaur, 2015). In the present scenario, seven events can make use of KPI for focusing on the quality processes and methodologies.
On the basis of the above-executed analysis, it has been executed that seven events can make adoption of total quality management and KPI as approaches for managing the quality of services offered by the business entity (Kerzner, 2017). The below mentioned are the issues that can be faced by the business firm while making implementation of these approaches:
On the basis of the research executed by Sqss (2013), it has been identified that there is number of trends of a quality management system that will be proven beneficial to the business entities. The following are the trends that will aid seven events in managing the quality of the services offered to the clients. The system of quality management is all about the products and services offered by the business firm (Chang, 2016). Authors also observed that the concept of quality management has been proven as a critical element that is the contribution to the successful development and advancements of the innovations. And hence it is observed that this system is live in the roots of the organization and will be there for future. Authors are also describing that there will be an emergence of a trend towards profound knowledge and that will be a well-blended mixture of project and quality management principles.
Customer satisfaction
The concept is concerned about a marketing term that means measuring the expectations of the customer that has been fulfilled by the products and services offered by the business firm (Stevenson and Sum, 2015). Customer satisfaction has been considered as one of the significant terms for any of the business organization as it provides metric through which the business entity can manage and bring advancements in the business. The below mentioned are the some of the reasons for the significance of the customer satisfaction:
And hence attaining a high level of customer satisfaction is one of the significant attributes for seven events in accomplishing pre-determined goals and targets.
Aspects of quality management practices
On the basis of the above-analyzed scenario it has been noted that the below mentioned are some of the prime aspects of the quality management practices that are found to be associated with the outcomes:
Ethics: This term means discipline for good and bad practices occurring in the business organization (Padhi 2018). It is a two-faceted aspect and is significant for the quality management system. Ethics are the code of conduct that is considered as the outlines for the employees for operating in the organization.
Integrity: Implication of honesty, morals, values, and observance of the facts is integrity. Integrity is a must element for the system of quality management.
Trust: This term is a by-product of the concept of integrity and ethics and also an integral aspect of the quality management system (Kerzner and Kerzner, 2017). Trust is one of the significant concepts as it fosters the participation of the employees within the organization and also allows empowerment that encourages pride ownership and commitment.
Training: Training is very much significant for the employees as properly trained employees will be better in producing and operating the activities. This will automatically enhance the quality of the services (Dale, 2015). During the creation and formation of TQM, employees are trained so that they can become effective employees for the company.
Seven events can make use of various approaches for making a successful implementation of the system of quality management. The below presented is the 8 step process for implementing the effective quality management system in organizational structure:
Conclusion
In the limelight of the above-executed analysis, it has been inferred quality management is the process of bringing improvement and advancements in the quality of the products and services of the business organization. The assessment is focused on seven events that are an event management company and the report comprise the description of the identification of the quality practices and operations adopted by the business entity. The overall concept is all about the quality management system for increasing the level of customer satisfaction. The assessment also comprises of the business practices and methodologies adopted by the seven events for improving the quality of the services.
References
Arora, A. and Kaur, S., 2015. Performance assessment model for management educators based on KRA/KPI. In International conference on technology and business management March (Vol. 23, p. 25).
Butler, G and Dobert, D, 2011, Implementing a successful quality management system, Assessed on 7th February 2018, https://www.pharmpro.com/article/2011/11/implementing-successful-quality-management-system.
Chang, J.F., 2016. Business process management systems: strategy and implementation. CRC Press.
Dale, B., 2015. Total quality management. John Wiley & Sons, Ltd.
Evolvedmedia, 2018, 3 KPI challenges and how to overcome them, Assessed on 6th February 2018, https://www.evolvedmedia.com/wp-content/uploads/2016/03/CITO-Research_Qlik_3-KPI-Challenges-and-How-to-Overcome-Them_White-Paper_2015.pdf.
Hammoudeh, M.M., 2016. Islamic values and management practices: Quality and transformation in the Arab world. Routledge.
Kerzner, H. and Kerzner, H.R., 2017. Project management: a systems approach to planning, scheduling, and controlling. John Wiley & Sons.
Kerzner, H. and Kerzner, H.R., 2017. Project management: a systems approach to planning, scheduling, and controlling. John Wiley & Sons.
Kerzner, H., 2017. Project management metrics, KPIs, and dashboards: a guide to measuring and monitoring project performance. John Wiley & Sons.
Kotler, P., 2015. Framework for marketing management. Pearson Education India.
Murray, M, 2017, Total quality management (TQM) and quality improvement, Assessed on 6th February 2018, https://www.thebalance.com/total-quality-management-tqm-2221200.
Padhi, N, 2018, Eight elements of TQM, Assessed on 7th February 2018, https://www.isixsigma.com/methodology/total-quality-management-tqm/eight-elements-tqm/.
Parmenter, D., 2015. Key performance indicators: developing, implementing, and using winning KPIs. John Wiley & Sons.
Sallis, E., 2014. Total quality management in education. Routledge.
Sqss, 2013, Future trends in quality management, Assessed on February 2018, https://www.sqss.gr/el/new/98-future-trends-in-quality-management.
Stevenson, W.J. and Sum, C.C., 2015. Operations management. New York: McGraw-Hill Education.
Suleman, Q. and Gul, R., 2015. Challenges to Successful Total Quality Management Implementation in Public Secondary Schools: A Case Study of Kohat District, Pakistan. Journal of Education and Practice, 6(15), pp.123-134.
Tarapiah, S., Aziz, K. and Atalla, S., 2015. Common radio resource management algorithms in heterogeneous wireless networks with kpi analysis. International Journal of Advanced Computer Science & Applications, 1(6), pp.53-58.
Wilson, A., Zeithaml, V., Bitner, M.J. and Gremler, D., 2016. Services marketing: Integrating customer focus across the firm. McGraw Hill.
Zaharias, P. and Pappas, C., 2016. Quality Management of Learning Management Systems: A User Experience Perspective. Current Issues in Emerging eLearning, 3(1), p.5.
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