Question

Introduction

The result of implementing a total quality management system in any organization is that it continuously serves the needs of its customers (both internal and external) in an efficient and effective manner. Therefore, in order for Total Quality to function as designed (plan), systems must be instituted (do), studied (check), measured, and reviewed (act) for effectiveness. Accomplishing this cycle of improvement requires an interacting set of systems that operate in tandem. These systems are represented by categories in Figure 1 which include human dynamics include personal interactions, employee growth / development, team­ work, communications, rewards, performance, and The systems under a traditional management approach are quite different from a Total Quality approach. When any one system dominates, TQM effectiveness is challenged.

Figure 1 – Categories of Comparison between traditional management practices and those associated with Total Quality (Adapted from McLaughlin, G. (1995). Total Quality in Research and Development. Boca Raton: CRC Press.

Directions

Choose three categories (from Figure 1) considered to be the most important and explain why Total Quality is the preferred managerial approach.

The differences between traditional managerial approaches and Total Quality can be extreme. Management must seek a change in the way in which they operate. Select the three most important categories and explain each in terms of a traditional versus total quality approach.

Students are expected to carefully read the assignment directions, then thoroughly and explicitly address each component of the Unit Assignment. The responses should reflect higher level cognitive processing (analysis, synthesis, and evaluation), which is essential for someone being prepared to serve in an operational capacity within the healthcare or business-related industry. There is a minimum of 3 references

Answer 1

Step 1

First of all, three categories are to be selected from Figure 1 which are most important.

I expect that following three categories are most important:

1 Technology

2. Customer Orientation

3.Employee Development

Step 2

In these categories, Total Quality is preferred to Traditional in the managerial approach. These are explained below

1. Technology

Under the traditional approach, heavy emphasis on proficiency stressed. This approach, though have some advantage, but relying merely on this approach is not in the interest of the organization. Thus, the higher management will remain worry about the poor performance. For a successful organization, instead of worrying about how to minimize the risk of turnover or the risk of poor performance, the organization need to focus on how to prepare employees for organizational change and how to engage them to become more flexible and adaptable. Thus owners of the organization has to accept as a tool for gaining market instead of human resource replacement.

Thus Total Quality approach is preferred managerial approach.

2.Customer orientation

Customer Orientation is a business strategy in the lean business model that requires management and employees to focus on the changing wishes, requirements and needs of its customers. Under the traditional system, management approach remains competitive focus and protective. This approach is not always remains favourable as other competitors are also in the market, who can take over major share of the market by using various tactics.

The best marketing executives combine several qualities by listening to customers and teams as they focus on results.

Thus the Total Quality approach is preferred managerial approach which is customer focus by adapting following strategies

I. Listen to the market: Listen to the customers in the environment. Limit the number of groups to go to watch how the customers behave in context and start conversations instead of shutting yourself in one way.

ii. Stay focused on results: Assess the performance of marketing initiatives without losing sight of overall efficiency.

iii. Bring customers and employees together by inspiring them and creating strong emotions among employees for achieving common goal and creating a feeling among customers that the organization is very anxious about customers needs and their satisfaction.

3. Employee Development

Under Traditional approach, organization remained heavily dependent on technology with limited training to the employees. Without training, employees could not change their working and as such the organization can not take advantage of technology. For better results, frequent training to employees are required to create confidence in employees. Thus Total Quality approach is preferred in this area.