A Total Quality Business Model

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FACULTY OF ADMINISTRATIVE SCIENCE AND POLICY STUDIES

(FSPPP)

BACHELOR IN CORPORATE ADMINISTRATION

(AM2253D)

QUALITY MANAGEMENT

(ADM510)

CASE : A TOTAL QUALITY BUSINESS MODEL

PREPARED BY:

NURUL FARHANA BINTI ABDUL HADI                                           2016559107

NOR AIENNIENATULNISA BINTI NOOR AZHAR                2016718517

SITI HADHILA BINTI HAMZAH                                                        2016338613

NUR SYAFIQAH BINTI OTHMAN                                                2016578045

PREPARED FOR:

MADAM NURLIYANA MOHD SHAZALI

SUBMISSION DATE:

4TH APRIL 2017

INTRODUCTION

In defining quality, we basically look from five different perspective in quality which is Judgemental Perspective, Product-Based Perspective, User-Based Perspective, Value-Based Perspective and Manufacturing-Based Perspective. In judgemental perspective, it generally talk about how you feel for a certain product or in other words, you just know it when you see it. Next is, product-based perspective which means, quality is often mistakenly assumed to be related to price. While, user-based perspective is an assumption that quality is determined by what a customer wants. On the other hand, value-based perspective identifies the relationship between the product quality and the product cost. Finally, manufacturing-based perspective, Garvin suggests that the manufacturing perspective of quality pertains to a product's degree of conformance to engineering and design specifications. (www.freepatentsonline.com)

There are three principles of Total Quality need to be supported which is organizational infrastructure, a set of management practices and a set of tools and techniques. Back to the total quality infrastructure, to successfully carry out the principles of total quality, basic management systems is needed to function effectively. Total quality includes the elements of customer relationship management that understand the customer needs, leadership and strategic planning which means leader as a role model and strategic planning is driver for quality excellence and need to anticipate any changes internally,and externally, human resource management that managing their human resource to achieve goals, process management and lastly information and knowledge management.  Total quality practices means that activities occur within the element of the infrastructure to achieve high performance objectives. For instance, training and determining employee satisfaction are HRM practices. While, total quality tools is diversity of graphical and statistical methods to plan work activities, collect data, analyze results, monitor progress and solve problems.

Q2.  In implementing the total quality successfully, the three levels of total quality is important to indicate commitment such as organizational level, process level and performer/job level. In organizational level, top management must heartily accept the TQM system and communicate their commitment to all members in the organization to ensure the goals are achieved and meeting external customer requirement . The top management here referred to senior management such as CEO or vice president. TQM implementation must be started by the senior management because they are the primary internal change agent for quality improvement. These can be seen from the idea of Rob and Diane came up which is “cascading” structure that allow the communication from both top-down and bottom-up.