Total Quality Management
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You concluded your post stating (correctly) that “Total quality companies that are successful measure
performance by improvements acknowledged by clients.”
Do you have any personal example, or you can provide case-study, about how this is done in practice?
how they assess the way clients acknowledge them?
Sharp Express is an example of a company that applies Total Quality Management principles. It
is a leading company in the world that specializes with offering quality customer services and
uses many principles in assessing its innovative system. This company makes use of 12
indicators known as Service Quality Indicators (SQIs) to assess service and quality. Each of
these indicators is recorded and evaluated daily after which they report the overall performance
of everyone using charts.
Each SQ product is graded a graded on a scale of 1-10. However, lost items, damaged products,
and packages that are not picked are graded ten. This is because they accorded seriousness and
have a bigger impact on the satisfaction of customers unlike other SQIs. Items that have been
delivered late, those without identity, and packages that are associated with complaints from
clients are weight five. The primary aim of providing this form of measurements is to encourage
the employees to continually improve the quality of their services by working towards
decreasing the SQIs scores (MORFAW, 2009). The firm also conducts a systematic customer
survey for bigger clients.
Sharp Express also compiles information on performance measurement using product line. Te
data obtained from this measurement is presented in twelve graphs that are placed on the
company’s notice boards. Information that is presented in eleven out of the twelve graphs is
obtained from employees that deal with operations such as, process time per second of the
elapsed duration, total number of complaints received from clients, down time percentage, and
amount of inventory. The remaining one graph is used to give information on the cost that is
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acquired from the department of accounting. This indicates the monthly variation in the total cost
by product line. Each employee works towards seeing that the total costs reduce by devoting
their major attention to the factors that affect graphs 11 to 12. This in turn affects the total cost.
Bibliography
MORFAW, J. N. (2009). Total quality management (TQM): a model for the sustainability of
projects and programs in Africa. Lanham [Md.], University Press of America.
