CHAPTER ONE
INTRODUCTION
1.1 Background of the study
The success of any organization is completely determined by the quality of services that they produce, especially in competitive market place, this therefore bring the relevance of the ideology and practice of Total Quality Management(TQM) into place. Most organizations still believes that the traditional quality control techniques and the way they have always been is still the best and resolve their quality problems, but this however is wrong. Employing move inspectors developing correction repairs and re-work teams doesn’t promote quality. Traditionally, quality has been seen as the responsibility of quality control (QC) department and it has still not been recognized in some organization that many quality problems originate in the marketing , sales service and administrative areas.
Total Quality Management (TQM) is move than shifting the responsibility of problems from the customer to the produces. It requires an approach, which must first be implemented if the rewards are to be realized. Today’s business environment is such that managers must plan to maintain a hold on market share. If definitions are needed, Total Quality Management (TQM) is an approach to improving the competitiveness and flexibility of the whole organization.
It can be said to be the way of planning, organizing and understanding each activity involving each individual at each level. Total Quality Management (TQM) is also a way of riding peoples lives of wasted effort by involving everyone in the process of improvement, increasing the effectiveness of work so that results are achieved in less time.
The methods and techniques used in Total Quality Management (TQM) can be placed through any organization. They are equally in Marketing, health care, education and hospitality industries. The impact of Total Quality Management (TQM) on an organization is first to ensure that the management adopts a strategic overview of quality. The approach must focus on developing a problem prevention mentality, but it is easy to underestimate the effort that is required to change approaches.
Many people will need to undergo a complete change of mind to their institution, which rushes into the inspection mode to solve quality problems. The correct mind set may be achieved by working at the sorts of barriers that exists in the key arrears. Staffs will need to be trained and shown how to relocate their time and energy to studying their process in teams, searching for cause to problems and correcting the causes, not the symptoms for once and for all. This will require of management a positive initiative to promote the night first time approach to work situations. Through process improvement teams, which will need to be set up, these actions will reduce naturally the inspection-rejection syndrome.
If things are done correctly first time around, the usual problems that create the need for inspection for failure will disappear.
Total Quality Management (TQM) strategy is a business management strategy that sees the organizational customers and create as the key to organizational success. However, some Nigerian Companies define quality by engineering standards. Effective Total Quality Management (TQM) Strategy entails that the product quality must go beyond acceptability for a given price range. It must involve every staff in the organization and in every department. It express the conviction that in order to improve quality, the organization must regularly conduct surveys most from its customers (Internal and External customers) to evaluate its quality improvement programmes and strategies. Total Quality Management (TQM) strategist in Nigeria organization should measure performance against customers standard not determined by the company’s quality engineers. However, Nigerian firms that do not practice Total Quality Management (TQM) might experience internal and external loss of faith by the organizations senior staffs on each other and low morale.
Finally, the ideology of Total Quality Management (TQM), emphasis on the improvement of product quality and service delivery. Managers improve durability and enhance a product passes through its lifecycle managers also strive to speed delivery and improve other services to keep their brands (products) competitive.
1.2 Statement Of The Problem
It is unlikely that all Nigerian firms will behave so differently towards their clients and customers that they will survive in a competitive business today, and that they must incorporate that listening into their strategies planning processes through TQM concepts and strategies.
Customer satisfactions are linked closely to product and service quality. Therefore, quality improvement programs normally increase profitability.
The well known profit impact of marketing studies show a high correlation between relative product quality and profitability.
Nigerian firms today have no choice but to adopt TQM. If they want to stay In business, let alone be profitable Quality is best assurance of customer, strongest defense against competition and the only path to sustained company growth and earnings.
The Essence Of Total Quality Management
Establish critical success factors
Monitor performance Determine best in
Class performing
Create programmes to
achieve best in class targets
The Benchmarking Cycles
Initiating
- Proposing
- Building
Control process
Bringing in shitting ]
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