Total Quality Management to Achieve Customer Satisfaction (29-slide PowerPoint presentation (PPT)) | Flevy
BENEFITS OF DOCUMENT
- Provide the Total Quality Management System to Improve your Business
- Provides a framework for Total Quality Management to enhance your Company’s Performance
- Provide Five Approaches of Defining Quality for better Implement of TQM
DOCUMENT DESCRIPTION
This product (
Total Quality Management to Achieve Customer Satisfaction
) is a 29-slide PowerPoint presentation (PPT), which you can download immediately upon purchase.
TQM is the integration of all functions and processes within an organization in order to achieve continuous improvement of the quality of goods and services. The goal is customer satisfaction.
The concept and vocabulary of quality are elusive. Different people interpret quality differently. Few can define quality in measurable terms that can be proved operationalized. When asked what differentiates their product or service;
The banker will answer” service”
The healthcare worker will answer “quality health care”
The hotel employee will answer “customer satisfaction”
The manufacturer will simply answer “quality product.
Deming: the best known of the “early” pioneers, is credited with popularizing quality control in Japan in early , he is regarded as a national hero in that country and is the father of the world famous Deming prize for quality.
Juran, like Deming was invited to Japan in 1954 by the union of Japanese Scientists and engineers. Juran defines quality as fitness for use in terms of design, conformance, availability, safety and field use. He focuses on top-down management and technical methods rather than worker pride and satisfaction.
Philip Crosby: author of popular book Quality is Free. His absolutes of quality are:
1. Quality is defined as conformance to requirements, not “goodness”
2. The system for achieving quality is prevention, not appraisal.
3. The performance standard is zero defects, not “that’s close enough”
3. The measurement of quality is the price of non-conformance, not indexes.
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Source: Best Practices in Total Quality Management PowerPoint Slides: Total Quality Management to Achieve Customer Satisfaction PowerPoint (PPT) Presentation, UJ Consulting
ABOUT THE AUTHOR: UJ CONSULTING
UJ Consulting
Untung Juanto ST., MM. Founder of UJ Consulting. He is professionally experienced business and management consultant in several local and multinational companies.
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He has an experience in managing an effective and efficient company with various approach methods adapted to different industries because He had a career from the lower management level as Supervisor before finally being at the top management level. His Top Management experience started from the position of General Manager, VP Operation, HR Director and Business Development Director
He completed his undergraduate education majoring in Architecture at Diponegoro University, Semarang, Central Java, Indonesia. After that, He continued to Master of Management level majoring in Human Resource Management with cum laude predicate with a GPA of 3.94 at Mercubuana University, Jakarta, Indonesia.
His last work experience as Deputy President Director at Hutahaean Group in charge of 14 business units engaged in various industries including CPO Production, Oil Palm Plantation, Cassava Plantation, Tapioca flour production, 4 and 5 star hotels, waterparks, golf courses and housing with a total of employees more than 3,000 employees.
His biggest achievement was in 2021 when He served as Deputy President Director at Hutahaean Group Indonesia by increasing the company’s revenue from IDR 700 billion to IDR 1.1 trillion (y/y) and increasing the profit margin by more than 20%. Doing a turn around on business units that have lost in the last 5 years become profits. In addition, He have also succeeded in creating an efficient and effective management system by redesigning the Business Process Management (BPM), reviewing Standard Operating Procedures (SOP) and Work Instructions and compiling the appropriate Key Performance Indicator Management (KPIM) to increase employee productivity.
He is currently active as a part-time business and management consultant (online) at Enquire Corp. and Flevy Corp. In addition, He also teach part-time at several universities for courses in strategic management, human resource management, project management, entrepreneurship and business.
UJ Consulting has published 169 additional documents on Flevy.
