...AND DISTANCE EDUCATION DEPARTMENT OF EXTRA MURAL STUDIES MASTERS OF ARTS IN PROJECT PLANNING AND MANAGEMENT LDP 607: PROJECT TOTAL QUALITY MANAGEMENT TERM PAPER: ADOPTION OF TQM IN PROJECT ORGANISATIONS IN KENYA SUBMITTED BY: MARK NDIRANGU IRUNGU L50/76218/2014 On: 24TH April 2015 Assignment Submitted in Partial Fulfillment of the Requirement for the Award of Master of Arts In Project Planning and Management in the Department of Extra-Mural Studies University of Nairobi TABLE OF CONTENTS 1. ABSTRACT 2. INTRODUCTION 3. ORIGIN OF THE QUALITY MOVEMENT 4. EVOLUTION OF TQM 5. THE CONCEPT OF INNOVATION, DIFFUSION AND ADOPTION IN MANAGEMENT 6. IMPLICATIONS FOR TQM ADOPTION IN ORGANIZATIONS 7. A CASE OF KENYA WILDLIFE SERVICES 8. A CASE OF THERMAL POWER PLANTS IN KENYA 9. CONCLUSION 10. REFERENCES Abstract In the global marketplace, there is increasing competition among producers and marketers of goods and services, so that the focus for competitive advantage has come to be on quality. An attempt to improve quality in organizations has led to the advancement of the management philosophy called total quality management (TQM). The service sector is getting competitive every day. In order to be successful Quality Management (QM) practices ought to be the integral part of any organization’s strategic management. Kenya’s national parks form the pillar of the country’s tourism industry. Over one million international...
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...1.0Title THE IMPACT OF TOTAL QUALITY MANAGEMENT (TQM) ON CUSTOMER SATISFACTION AND COMPETITIVE ADVANTAGE The proposed title for this research study is The Impact of Total Quality Management (TQM) to achieve competitive advantage in the Hospitality Sector. The research will give a background of information and literature review on TQM practices and how it enhances customer satisfaction by offering effective customer service. It will present various methodologies and approaches that will be used to achieve the research objectives. Total quality management has been evolving in the hospitality business since quality assurance was introduced in the 1980s (Breiter et al 1995) 2.0. Introduction The hospitality industry is a service based industry as services are produced and consumed in real time and are inherently variable – from customer to customer, from provider to provider and from time to time for the same customer and/or the same provider (John 2003). Total quality management (TQM) in the hospitality industry has risen to amazing levels due to preferences, customer behavior and competition to retain and attract new customers. This has resulted in the demand for quality service thus necessitating the need to implement TQM strategies to have a competitive edge over other players in the industry. Acceptance of TQM strategies in the hospitality industry (Raj Kumar, 2005), with service quality being an important factor for growth and survival is an integral part to achieve success...
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...IJPPM 60,3 A study of total quality management and supply chain management practices 268 Received January 2010 Revised March 2010 Accepted March 2010 Faisal Talib Mechanical Engineering Section, Faculty of Engineering and Technology, University Polytechnic, Aligarh Muslim University, Aligarh, India Zillur Rahman Department of Management Studies, Indian Institute of Technology Roorkee, Roorkee, India, and M.N. Qureshi Mechanical Engineering Department, Faculty of Technology and Engineering, M.S. University of Baroda, Vadodara, India Abstract Purpose – The purpose of this paper is to present a set of total quality management (TQM) and supply chain management (SCM) practices through an extensive literature review and to identify the relationships among them by comparing the identified TQM and SCM practices. Design/methodology/approach – An extensive overview of the practices of TQM and SCM is carried out using published research papers and some major TQM and SCM practices were extracted. These identified practices are then compared to explore the relationship between them for better understanding and application. Findings – The results reveal six major TQM and SCM practices from as many as 50 TQM practices and 40 SCM practices. The paper further compares these practices and found that management support and commitment, customer focus, and supplier partnership are the most common practices found in both TQM and SCM literature, and have the strongest...
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...IMPLEMENTATION OF THE TQM The TQM Process begins with management and, most important, the CEO’s commitment. Leadership effectiveness is essential during every stage of the implementation process and particularly at the start. In fact, indifference and lack of involvement by management are frequently regarded as the main reasons for the failure of quality improvement programs and activities. If management has not been properly educated in the TQM concepts, that should be done right away. In addition to formal education, managers should visit successful TQM business organizations, read selected articles and books, attend seminars and conferences, and join professional organizations for quality assurance. Timing of the implementation process is very important. Is the business organization ready to embrace and adopt the total quality journey? There may be some foreseeable problems, such as a reorganization, change in management personnel, interpersonal conflicts, a current crisis, or a time consuming activity. These problems may postpone implementation to a more conducive time. Next stage is the organization of the quality council. Initiation of these duties is an important part of the implemetation of TQM. The formulation of core values, a vision statement, a mission statement, and a quality policy statement, with input from all employees, should be first undertaken. The active involvement of managers and supervisors is very important to the success of the TQM activity. They are...
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...Total Quality Management Total Quality Management (TQM) is a methodology to business, which basically takes a gander at the items and administrations of an organization to get complete client fulfilment. In TQM exertion, each part of an association take an interest in enhancing courses of action, administrations, items and the society in which they put effort. It intends to outfit the anthropological and material possessions (of an association) in the best approach to attain the association's targets. TQM utilizes method, information, and powerful interchanges to coordinate the quality control into the society and exercises of the association. TQM incorporates the saying "Total" in light of the fact that it includes everything the organization ensures i.e. all its methods and representatives at each end. It is the total of three properties i.e. i. Total: Any choice or activity transpiring in a specific division is not restricted to that office yet thusly impacts the whole arrangement of that association. Subsequently, each matter ought to be concentrated on in general. ii. Quality: Quality is the incorporation of value in creation, amenities and administration process. iii. Management: Administration is a specialty of achieving activities through others. Basically TQM is composed of 10 basic or key elements. Which are listed below 1. Process Thinking 2. Customer Satisfaction 3. Total Employee Commitment 4. Team Work and Quality Chain 5. Strategic...
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...Toyota Camry sedans, which would replace the bulk of Japanese imports of the same model. In 1992, TMM was expected to supply 240,000 of all the new Camry’s, whose sales were up by more than 20% since the model change in fall 1991. The new Camry joined the ranks of midsize family sedans, with constituted one third of the total American car market and returned an average 17% pretax profit margin on margin on a sticker price averaging $18,500. For the first time, in March 1992, TMM started producing wagon versions of the new Camry exclusively within Toyota’s worldwide plant network. Total Quality Management (TQM) Total quality management or TQM is an integrative philosophy of management for continuously improving the quality of products and processes. TQM functions on the premise that the quality of products and processes is the responsibility of everyone who is involved with the...
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...Term Report on: Total Quality Management (TQM) Report submitted to: Sir Ali Mujahid Department of Management Sciences, IoBM Submitted by: Salman Rasool Junejo (Student ID: 13907) Program: MBA (AMM) Subject: Principles of Management (MAN401S) Total Quality Management (TQM) (Cool & Schendel, 1988) were of the view that since the last decade, the focus or rather emphasis in strategic management thinking process has shifted away from traditional structure and competitive positioning of any form, rather it has been diverted to internal, company/firm focused within strategic group factors. TQM works on the aforementioned theory in principal, it further goes on and says that it is an all encompassing, integrative philosophy of management for continuously and incessantly improving the quality of the products, services, practices whatever they may be. It was initially developed and worked on by American management consultants namely W. Edwards Deming, Joseph M. Juran, and Armand Feigenbaum respectively. However the methodology and nuances that comes along as how to apply it in practice was worked on by individuals such as Philip B. Crosby, Kaoru Ishikawa along with Feigenbaum, Juran and Deming.As we see in today’s scenario which is by no co-incidence, the last decade or more so even has witnessed a fantastical growth in TQM application among all the global companies spanning different continents...
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...Total Quality Management Paper Total Quality Management Paper Tara Edwards University of Phoenix MGT 449: Quality Management and Productivity Bob Allen, BSEE, MSSM December 16, 2009 In this paper the discussion will describe the definition on Total Quality Management or (TQM) and the effects of Quality Management on domestic and global competition. Some examples of TQM application concepts will include an explanation of why a business would use Total Quality Management (TQM) to find an opportunity to solve a problem; how TQM applies to continuous improvement of an existing product or service; and how organizations can use TQM to continue to be better than their competition. Total Quality Management Total Quality Management (TQM) is a comprehensive and structured approach to organizational management that seeks to improve the quality of products and services through ongoing refinements in response to continuous feedback. TQM requirements may be defined separately for a particular organization or may be in adherence to established standards, such as the International Organization for Standardization's ISO 9000 series. TQM can be applied to any type of organization; it originated in the manufacturing sector and has since been adapted for use in almost every type of organization imaginable, including schools, highway maintenance, hotel management, and churches. As a current focus of e-business, TQM is based on quality management from the customer's point of view...
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...TOTAL QUALITY MANAGEMENT PRACTICE IN SMALL AUDIT FIRMS IN NIGERIA CHAPTER ONE INTRODUCTION 1.1 Background of the study Total quality management (TQM) practices in small audit firms have had accounting antecedence. The concept can be traced back to early 1920 production control idea notably, the concept developed in the late 1940’s and 1950’s, pioneered by American Feigenbaum, Deming and Juran. The concept total quality management (QTM) has many definitions. The gurus of total quality management discipline like Deming, Juran, Crosby, Ishikawa and Feigenbaum defined the concept in different ways, but still the essence and spirit remained the same. According to Deming, quality is a continuous improvement process towards predictable degree of uniformity and dependability. He identified fourteen principles of quality management to improve productivity and performance of an organization. Juran defined quality as “fitness for use”. According to him, every person in an organization must be involved in the effort to make products or services that are fit for use. Crosbly defines quality as conformance to requirement. His focus was on zero defects and doing it right the first time. Ishikawa also emphasized importance of total quality control to improve organizational performance. According to him, quality does not only mean the quality of products but also of after sale services, quality of managing the company itself and the human life. Feigenbaum defined total quality management...
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...BUSINESS PROCESS RE-ENGINEERING TO TOTAL QUALITY MANAGEMENT: AN EXAMINATION OF THE ISSUES J. Gonzalez Benito* A. R. Martinez Lorente, E.U.EE. Empresariales, Cartagena, University of Murcia, Spain. B. G. Dale, Manchester School of Management, UMIST, Manchester, UK * Corresponding author. Address: BUSINESS PROCESS RE-ENGINEERING TO TOTAL QUALITY MANAGEMENT: AN EXAMINATION OF THE ISSUES ABSTRACT This paper examines two research questions. Firstly, is a re-engineered company a suitable platform for the subsequent application of TQM principles? Secondly, is BPR an appropriate means to transform an organisation operating along traditional lines into one which is managed using TQM principles? It is argued that these questions have been given scant attention by the academic fraternity. The analysis presented in the paper indicates that the application of BPR can provide the base for the subsequent development of TQM. KEY WORDS Business Process Re-engineering, Total Quality Management, Continuous Improvement. INTRODUCTION In response to the globalization and growing competitiveness of world markets, companies are continually looking for different management recipes to get improvements into their business operations. A wide range of new philosophies such as lean production, world-class manufacturing, Total Quality Management (TQM) and Business Process Re-engineering (BPR) have been deployed as drivers to improve competitiveness, see Lee and Oakes (1996). Total Quality Management...
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...EXECUTIVE SUMMARY This research paper acknowledges different quality management tools. It is about the evolution of different quality tools and defining the best practice Strategic model in IT organization in relation to achieving quality within their business processes and integrating business processes to achieve strategic goals. Previous research and study indicates the various quality system tools in order to achieve quality management objectives in the competitive business environment. This research paper investigates and finds out the evolution of different quality system tools and significance of various quality tools and then designing best practice strategic model for future in Information Technology organization. The importance of this proposed research is that currently IT companies are experiencing increased global competition and parameters like complexities of the product, different markets, customer focus, high quality of product, decision making and integration among various business units in the global environment and the environment in which the firm operates are the issues of concern. Traditional quality tool in IT systems are not capable of coping with these demands and still stay competitive. Changes are needed in order to achieve sustainable results and maintaining fitness and overcome the problems of traditional tools. Today industrial companies need stable position socially and economically...
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...Total Quality Management Vol. 19, Nos. 7 – 8, July –August 2008, 751– 761 Revisiting a TQM research project: The quality improvement activities of TQM Robin Mannà Centre for Organisational Excellence Research, School of Engineering and Advanced Technology, Massey University, Palmerston North, New Zealand To celebrate the 70th birthday and achievements of Professor Gopal Kanji, the author revisits the state of TQM at the time Gopal founded the Total Quality Management & Business Excellence journal in 1990. The author provides a commentary on the quality movement of this period, and shares findings from his doctoral research project into TQM, which was undertaken from 1988 to 1992. To the author’s knowledge, this was the first doctorate in the UK that was solely focused on TQM. It therefore provides a unique glimpse into the period when interest in TQM was probably at its greatest and models and frameworks of TQM were first emerging. The doctorate was entitled ‘The development of a framework to assist in the implementation of TQM’. This paper describes the views of quality practitioners on TQM at that time and shows the most commonly used quality improvement activities (65 tools and techniques) that had been implemented by TQM companies. The methodology encompassed structured interviews at 21 TQM companies. The research contributed to the understanding of TQM by presenting the quality activities of which it can be composed, as well as the areas of the organisation the quality...
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...total quality management - tqm Total quality management is a popular "quality management" concept. However, it is about much more than just assuring product or service quality. TQM is a business philosophy - a way of doing business. It describes ways to managing people and business processes to ensure complete customer satisfaction at every stage. TQM is often associated with the phrase - "doing the right things right, first time". This revision note summarises the main features of TQM. ________________________________________ Like most quality management concepts, TQM views "quality" entirely from the point of view of "the customer". All businesses have many types of customer. A customer can be someone "internal" to the business (e.g. a production employee working at the end of the production line is the "customer" of the employees involved earlier in the production process). A customer can also be "external to the business. This is the kind of customer you will be familiar with. When you fly with an airline you are their customer. When Tesco's buys products from food manufacturers, it is a customer. TQM recognises that all businesses require "processes" that enable customer requirements to be met. TQM focuses on the ways in which these processes can be managed - with two key objectives: 1 100% customer satisfaction 2 Zero defects The Importance of Customer - Supplier Relationships - "Quality Chains" TQM focuses strongly on the importance of the relationship between...
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...TQM Research Paper Introduction The past two decades have witnessed the rise and fall of countless short-lived fads. Some have attracted a flurry of book, articles, and seminars; others have been completely discredited. Businesses have realized that there is a need to restructure their business practices and become more customer-focused. All recent business approaches and techniques have generally aimed at improving performance, increasing profits, gaining market share, and most importantly satisfying the customer who has become more educated and more demanding than ever. In the last two decades two organizational development models have dominated the business world for a considerable period of time namely Total Quality Management (TQM) and Business Process Reengineering (BPR). Statement of Objective This paper aims to shed a novel light on the two most recent and prominent management approaches, namely TQM and BPR. In an attempt to examine the interaction between radical BPR and incremental TQM with respect to change management, I shall briefly discuss the two constructs and contemplate the roots and basic tenets that underlie each. BPR has been referred to in the literature as “the successor” of TQM and has been treated as an equal. I shall treat the similarities and common grounds among the two, as well as the differences between them. Next, I shall touch upon the weaknesses and highlights that distinguish each, and then move on to construct an integrated model in an...
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...cycle of continuous improvement There is however minor improvements on their approach to the TQM / BEM models. They should make use of the balance score card to measure their performance against it. This could quantify and qualify their success and be measured. There are five elements to strategy that they must take into account: 1. Sustainable decisions: what is to be done? 2. Processes and projects to deliver strategy: How is it to be done? 3. Competitive advantage: Why it must be done? 4. Exploitation of connections between the organization and its environment: Why it must be done? 5. Vision: When and with what result? A common solution to problem that might be experience should be to implement the following attributes to ensure a successful organisation: 1. Effective leadership; 2. Emphasis on customer requirements; 3. Commitment to continuous improvement; 4. Learning and growth strategy; 5. Human resource development; 6. Quality assurance system; and 7. Effective information systems. 2. Questions 2.1 What role has the Quality Management System and the ISO 9001 standard played in BT`s total quality journey? BT has committed itself to quality in 1986. That commitment rewarded BT with numerous quality awards. BT chose TQM as means of focusing on customer requirements as well as encouraging team work. Defining TQM "TQM is a management approach for an organization, centered on quality, based on the participation of all its members...
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