Category: Total Quality Management

Basic of Total Quality Management

Quality Management (Total Quality Management) is the discipline for ensuring the process, output and benefits of a delivered project meet desired level of excellence of the stakeholder. This is not only limited to controlling of quality but also includes determining quality policies, quality planning as well as quality improvement. It works with four major components quality planning, quality as-surance, quality control ad continuous improvement.

To achieve and ensure the output meets the customer requirements certain tools and techniques are used by companies and firms. The following are major quality tools and models implemented in projects: Fishbone (Ishikawa Diagram), Interrelationship digraph and Scatter Diagram. In case of the Fishbone diagram, the tool helps the user to explore all possible causes of any problem, which helps to find out the solution. This uses brains-torming technique in order to find the actual root cause while taking even minor possibilities in con-sideration. Interrelationship diagraph is a graphical tool which helps to understand the interrelation cause and effect among different concepts or ideas. It helps to understand the links between two or more different problems. The Scatter Diagram is a vital tool for quality management. It works with graphs depicting the input and output of the firm in a non linear pattern. It is based on observations and available data (PMBOK Guide, 2017). Unlike the Fishbone diagram, it also shows the relation between two or more variables.

Although qualitative have been given more important in the early times but as more development and study started in the field gradually qualitative and quantitative are given equal importance in project management. The quantitative values such as any gathered data are equally important as the qual-itative values such as communication. The use of these values together will help any organization to help it control its quality to upmost factors.

It is very important for any organization to implement and develop quality management process in order to prove their customer with high quality products of services. Organizational structure may be considered as “the established pattern of relationships among the components or parts of the or-ganization” (Tuomi, 2010). The basic and important step for achieving this is to structure the organization in a systematic manner as well as to have a systematic pattern between each department of the organization. It is also required to come up with quality management tools that suit the organi-zation as well as other quality management tools for every department. It is important to work with the given ISO, EFQM or any other standards given by a governing body. Quality Management is a continuous process and therefore there is a need to have a continuous development in the plan, in order to achieve this data collection is necessary. Planning is required for any quality control or as-surance problem.

Total Quality Management: Review of Related Literature

According to British Standard BS 7850, TQM is defined as, “Management philosophy and company practices that aim to harness the human and material resources of an organization in the most effective way to achieve the objectives of the organization.”

Capezio & Morehouse (1993) defines TQM as follows: “TQM refers to a management process and set of disciplines that are coordinated to ensure that the organization consistently meets and exceeds customer requirements. TQM engages all divisions, departments and levels of the organization. Top management organizes all its strategy and operations around customer needs and develops a culture with high employee participation. TQM companies are focused on the systematic management of data of all processes and practices to eliminate waste and pursue continuous improvement.”

Total Quality Management focuses in achieving excellence. TQM defines the continuous improvement of the organization. It applies qualitative methods and human resources to improve and surpass customer needs (Talukder and Ghosh, 2004). TQM has integration of organizational activities to achieve the goal in serving customers. It imposes standards, achieve efficiencies, define roles of individuals within processes and the organization, reduce errors and defects by applying statistical process control, and to employ teams to plan and execute processes more efficiently. TQM addresses the issues of customer satisfaction and guidance on implementing the marketing concept (Churchill and Paul, 1994). TQM promised superior performance. TQM also offers managers supporting tools and organizational prescription (Churchill and Paul, 1994). The ‘total quality’ concept is a general philosophy of management that goes well with the management customer-perceived quality by including all key requirements that contribute not only to customer-perceived quality, but also customer satisfaction (Buzzell and Gale, 1987; Garvin, 1988; Zeithaml et al., 1990; Price and Chen, 1993).

The research titled Total Quality Management in Library and Information Sectors done by Golnessa Galyani Moghaddam and Mostafa Moballeghi in 2008 investigated libraries and information sectors by focusing on TQM implementation and the experiences of libraries adopting this method are also reviewed. It is said that there must be leadership and dedication in any respect degrees to be powerful in an agency. All organizations of human beings within an organization need to be included inside the method. Implementation of TQM is therefore not a guarantee of the highest best however is a step inside the proper direction. TQM follows a philosophy of energetic leadership engagement, stronger departmental collaboration, and all-worker schooling.

Saroja, G. (1999) stated that there are four basic principles that explain the nature of Total Quality Management: 1) Concern of the customer — what are the needs and wants of your customer? 2) Knowing the quality standards of the product and knowing the facts at all levels for continuous improvement. 3) People-based management where people must understand what to do and how to do in order to develop or progress on their work. 4) Total Quality Management is aimed at Continuous Improvement.

According to Kujalo, J. (2002) stated that TQM is one of the most important management innovations of the 20th century. It has more influence on contemporary management practice than any other management movement. He also reported that the origin of Total Quality Management can be traced back to 1949, when the union of Japanese scientist and engineers formed a committee of scholars, engineers, and government officials devoted to improve Japanese productivity and quality of life.

A study done by Tannock, J., Krasachol, L., and Ruangpermpool, S. (2002) indicated that Total Quality Management has been applied widely in most of the organizations in developed countries while ISO 9000 series standards have been the focus of quality management development in developing countries. In this study, the authors examine the progress of four Thai SMEs attempting to implement Total Quality Management over a two-year period. The study has revealed the efforts, problems, barriers and progress of the companies.

Brophy, Peter (2007) stated that libraries are facing different circumstances, in terms of providing good services and content to delivered into the users’ workflows. In order to assess performance in this changing environment, much greater emphasis will be required to be placed on qualitative methods, including ethnographic approaches, externally-moderated, reflective self-evaluation and narrative-based practice. Libraries are changing and being challenged to reinvent themselves within the workflows. If these circumstances are to be met, then innovative and robust methods also need to be developed to assess performance in this new millennium.

Kiran K., Pauziaah M., and Sossamma G. (2006) explained in their study the steps in attaining the ISO 9001-2000 quality management system certification. This article includes description of the planning, implementation and maintenance of the quality management system by the library, along with continual improvements to provide quality service to the library users. This study emphasizes on library planning and implementation of quality management system to offer a good quality service and to increase customer satisfaction.

A case study of changing management: how we radically evolved library process from information technology impact that was presented by Sharon Hu was conducted to investigate Information Technology being applied to academic libraries as it impacts and changes the library organization and management. This paper discussed how the emerging trend for academic library management changed from information technology based from the previous researches. They analyzed the management by using SWOT (Strengths, Weaknesses/Limitations, Opportunities and Threats) analysis to to explore the management environment regarding information technology. From the case study the authors summarized the emerging trends for library management and gave recommendations to change the management of academic library into mission and vision related of the academic institutes and match to the rapid development of information technology and academic world.

In a study titled Student Learning Through Ohio School Libraries, Part 1: How Effective School Libraries Help Students by Ross J. Todd and Carol C. Kuhlthau (2005), historically, libraries worldwide have contributed in different social relation, facilitating decision-making, societal well-being, the growth of democracy, and the development of a knowledgeable society (Kranich, 2001). Thirty-nine schools were selected across Ohio to participate in the study. The criteria for selection were drawn from a series of national and international guidelines for school libraries. A nine-member International Advisory Panel of school librarianship validated the criteria and their indicators. Schools were then invited to nominate (self or other) for selection in the research study, and each school provided substantive documentation addressing the criteria. Findings are almost all the student participants (99.44%, or 13,050 students) indicated that the school library and its services had helped them in their learnings in and out of school. Only 73 students out of 13,123 (0.56% of the total sample) indicated that none of the 48 statements applied to them. This would indicate that the school library plays an important role in helping most students with their learning.

Al Hijji, K.Z. and Cox, A.M. (2012) in their study investigated measurement methods that are used in various aspects of academic libraries in Oman. The research was built to explore steps of conceptualizing, collecting, analyzing data, and reporting results. Data gathered through in-depth interviews that represents different management levels. The analysis utilized content to shape the relationship between categories subjected to formulate knowledge. The result says that all libraries have used one method or more to evaluate the progress of their services and performance. These include surveys, reports, KPIs, statistics, and interviews, in addition to appraisal forms which are used for staff evaluation. Alongside with internal evaluation by librarians, an external evaluation by OAC and other international bodies took place in some libraries.

Pedramnia, S., Modiramani, P., and Ghanbarabadi, Ghavami. V. (2012) together did a research by using survey method for collecting data to measure the quality of services provided by the MUMS (Mashhad University of Medical Sciences) libraries. They also determined the member satisfaction and expectations of library services in the LibQUAL dimensions. The results of the study emphasize the importance of librarians’ specialized knowledge level in presenting appropriate service in circulation and reference sections as well as identifying strengths and weaknesses of MUMS schools and hospital libraries for improving decisions affecting the library services.

The paper written by Alasdair Paterson entitled Ahead of the game: Developing academic library staff for the 21st century focuses on the problems faced by the library personnel related in the British academic library. It talks about staff salaries, decrease and increase in funds and availability of e-formats, and the needs of increase in information technology skills and training. The discussion of this led to experiences of the university in assessing library staffs to qualify in government related awardees.They used anonymous questionnaires given to all staffs then conducted an interview in representative staffs. It has four principles of assessment, each breaking down into a number of indicators, and each of which will qualify with the award said. The overall result of the research showed level of anxiety and confusion that is expected in a kind of organization facing continuous changes. They concluded that British library like SCONUL are aware of lack of training on becoming a director.

This research presented by Sitthisomin, Junrat entitled the paper Soft Skills for University Library staff in thailand aims to evaluate and investigate the developing methods of soft skills for the university library staffs in khon kaen university. They used stratified random sampling in collecting data, and got 149 participants according to their work experience. Their Questionnaires was also made to survey the needs for developing soft skills in the current situation for library staffs of khon kaen university in seven aspects; Their communication skills, problem solving and analyzing skills, teamwork, learning capacity and information management, innovation development, ethics and professionalism, and skills in leadership. For the qualitative data they got from the interview with the library staffs it includes the sequence in developing and enhancing soft skills. The results came out to be that the behavioral level of soft skills were moderate and innovation level showed the least of behavioral level followed by communication skills, analyzing and problem solving skills and leadership skills.

In the study titled Studying the impact of total quality management in service industries by Faisal Talib and Zillur Rahman (2010), ‘Total Quality’ means that the services offered, have to be internally efficient and externally effective. It is in this context, that the question of ‘total quality’ becomes relevant in the management of manufacturing and services industries. Thus, total quality management (TQM) is the art of managing the whole to achieve excellence. The aim and philosophy of TQM is not the measurement of the quality performance but the continuing and continual improvement of quality through a process of cultural and organizational change. It is people driven and results are evident in terms of improved teamwork, company moral and organizational climate – resulting in improved productivity and profitability (Mohanty and Behera, 1996). The study begins with an in-depth literature review on the issues related to TQM, focusing on the impact of TQM implementation and its applicability in different service industries. The study also describes how TQM is being used as service tool in different sector and what are its effects and outcome. After reviewing the voluminous literature, it was classified into various categories depending on the importance, nature of literature available and future requirement for further improvement.

In a study conducted by Siregar, I., Nasution, A. A., and Sari, R.M. (2017) titled Effect of Total Quality Management (TQM) on the Quality and Productivity of Human Resources, stated that this study did a survey of instructors in public and private universities in North Sumatra to obtain the factors that affect quality of human resources and productivity of human resources. Human resources quality is viewed by the elements of TQM. Total Quality Management (TQM) is based on; all organization staff should collaborate with each other for purposes of producing high quality products and services in order to meet customers’ demands. Total Quality Management consists of several quality instruments and techniques, in addition to various values and beliefs that all staff within the same organization shares.

This research is a correlation descriptive research, a study investigating the presence or absence of a relationship between exogenous variables influences the endogenous variables. This study were look at the influence of each factor on the productivity of human resources were been formulated in associative hypothesis partially or simultaneously. The population is all instructors in the public education institutions and one private education institution in North Sumatra. The sample is based on probability sampling which is simple random sampling with the sample size of 43 peoples. This study used an enclosed questionnaire with the research scale using a Likert scale. The instrument (questionnaire) tested the validity and reliability by distributing questionnaires to 30 respondents that were chosen based on the rule of thumb. The findings suggest, organization staff should work together to produce high quality products and services in order to meet customers’ demands. Leadership and reward and recognition have a direct and indirect influence on the productivity of human resources. Communication, training and education, and measurement have an indirect influence on human resources productivity. In the education institutions there are no significant influence between the support structures on the quality of human resources.

Impact of Total Quality Management Process at Kgalagadi Breweries in Botswana

Abstract

One of the most dramatic and significant world trends over the past 2 decades has been the rise and sustained growth of international business. Internet has truly elevated the growth of international businesses allowing both goods and services to cross borders to wherever they are needed. Companies such as Coca-Cola and most notably, with regards to this paper Black Label, a popular international brand of beer have crossed the borders to be brewed and sold here.

Its reported that the most significant rise in global markets are the financial markets, forex markets trading more and more billions of pulas transacted each day. It is therefore extremely imperative that for solid, tangible goods such as alcohol and drinks have a solid total quality management process to ensure that products stay the same across the world.

Total Quality Management (TQM) is one of the popular modern management concepts with emphasis on quality in the entire organization and extends from supplier to customer. The main purpose of this study is to assess the adoption of TQM elements in 1S0 9000 certified company in case of KBL. In this study KBL was selected as it has been certified in ISO 9000 Quality management system. The study hopes to analyze the case of KBL and how it has taken its management practices, production process, employee training and other TQM into the fabric of the company and how they have performed because of it.

Introduction

Total Quality Management (TQM) is a long term effort by an organization to change its own management approach towards the production of goods and services that continuously meet customers’ requirements at the lowest cost possible by releasing the potentials of all organizational resources. TQM is about changing the way things are done thereafter. To improve performance continuously at lowest cost, people need to know what to do, how to do it, have the right tools to do it, be able to measure performance and receive feed-back on current levels of achievement.

There are quite a lot of companies that have succeeded in growing the companies big enough to sell to the entire world, one of those companies is Microsoft, whose goods are known to almost everyone the other is Uber, a taxi service company that has gone hugely international but is still a service. Despite the difference in these companies, their services and products have stayed relatively similar across the entire world and this is in particular to the amount of time they haev taken to review thier quality management processes which have ensured that they deliver the same amount of quality across the world. This paper seeks to find out the many ways in which certain Kgalagadi Breweries in Botswana, the home of the country’s brewery, has been affected by thier total quality management process. By including other researches and intervewing the company to find out the challenges they faced in producing international standards worth of produce.

Background of the study

Most researchers if not all, have agreed that growing a business to supply internationally is perhaps the best method of profit making as your product will reach more customers. This has been the case especially with the help of technological advancement in recent years, a lot of companies who would have otherwise remained as small corner stores have found a corner in every country worldwide. Richard Biggs, the founder and CEO of Atlantric LLC published a paper called 10 reasons to go international in which he mentioned for several reasons that not only will it increase sales and profits but it will provide the company with both long term and short term security knowing it has put its eggs in different baskets all over the world (Biggs, 2013). Another author, Dr. Rojer Best mentions that going international will assist in giving the company economies of scale, in many manufacturing industries for instance, going global can help the company achieve greater scales of economy, especially for companies from smaller domestic markets, a very good example being Choppies in Botswana. In other cases, a company may seek to exploit a unique and differentiating advantage (intellectual property), such as a brand, service model, or patented product (Best, 2013).

Companies have however started to grow weary as they continue to grow, having really began with Franchise companies like KFC and MacDonald’s who try to keep their taste the same for consumers to keep buying from the same brand it was in fact essential that the brand stays the same.

Problem statement

Steve Jobs once said Quality is greater than quality, this is the man who created Apple. The reputation of a company can be built solely on its quality products and consistent delivery in produce. Quality is the number one priority for most international companies and brands and they do their best to ensure that they put exceptional TQM processes in place. Companies in Botswana have quite often been accused of bad service, which could mean a number of things but ultimately mean there is a lack of quality management. This could mean check and balances put in places to ensure that quality service is assured all the time, the question is then why is this not happening and if it did, what part does it play in ensuring that production of alcohol in the KBL remains at its best.

Aim of study

To find out the impact of total quality management processes in the brewing of alcohol at Kgalagadi Breweries otherwise known as KBL.

Objectives of the study

1. To contribute to the literature by providing empirical evidence from a mixed economy country like Botswana.
2. To evaluate how TQM has impacted an organization like KBL.
3. Find out how other companies or organizations can instill TQM values in their system in order to perform better.

Research questions

1. Are there any correlations between Total Quality management and the success of a company over a long and short term?
2. How much impact does Total Quality management actually have on the success of the company?

Hypothesis

• H1: There is a significant relationship between Total Quality management and the success of a company.
• H2: A company that does not practice Total Quality management will not likely succeed compared to one that does.

Significance of study

This study will contribute to the overall knowledge and research on Total Quality management practices and impacts on an organization in Botswana. The difference this paper will bring is also an analysis of TQM in the case of companies in Botswana, KBL specifically and what other companies can take from it. It will assist researchers will the relevance of information with the factual data found on the chosen topic and will also assist with some decision making processes for those who may be requiring the information for such.

Assumptions

It is assumed the study will find all documentation regarding TQM in Botswana.

It is also assumed that TQM is a huge factor to consider if you hope to be successful in business, both long and short term.

Limitations of study

• Lack of relevant information on the topic locally.
• Certain data required to complete this study may be regarded as very sensitive and will not qualify for scholastic purposes.
• Lack of funds to ensure good quality data is collected to complete this project.
• Lack of time to ensure that quality data is carried through.
• Lack of professional support from those who have advanced economics knowledge as this is not a very significant study.

Methodoly

Introduction

Research methodology is a systematic way to solve a problem. It is a science of studying how research is to be carried out. Essentially, the procedures by which researchers go about their work of describing, explaining and predicting phenomena are called research methodology. It is also defined as the study of methods by which knowledge is gained.

The chapter intends to provide an in depth description of research methodology. It covers research methods, research design, population sample, data collection, questionnaires, data analysis procedures and ethical considerations.

The research will be based primarily on primary data which has been collected from various stakeholders from KBL via interviews and questionnaires.

Research design

The research design that will be carried out in this project is one of experimental design whereby the writer will try to see just how much impact TQM has on the success of the company taking into account all its organizational processes. This research will use a qualitative method of research in order to reach its conclusion by providing open ended interview questions and analyzing documents on the subject which have numerical information. With this design, the researcher collects information and data based on the topic from the responses of these questionnaires and interviews.

Target population and sample

Kgalagadi Breweries Limited, otherwise known as KBL, are the largest brewers of alcohol in Botswana and produce different brands of beer both local and international.

Research instrument

This research is an assessment of Total Quality Management and how KBL has used such practices and methods to produce high quality products all the time. As mentioned before, open ended interview questions will be provided to not only give a consistent feedback from interviewees at the KBL but so they have the comfort of adding onto whatever we may have missed in asking.

Procedure of data collection

Information will be collected from reports, researches, books and all the information relating to the topic as well as questionnaires and interviews.

Procedure of data processing

Data collected from text books and reports will then be summarized to that which the researcher only needs. The data captured will be processed and presented in the form of quantitative data so as the express the numerical figures of the market attractiveness and difficulties in market entry for international companies.

Qualitative data will also be collected from the interviews and used to express the under-lying reasons, as to why some of these factors may have been difficult to overcome of how they companies did overcome them.

Data analysis

The use of graphs and tables will come into play as the researcher tries to demonstrate

Informed consent

I will request and try to obtain legal permission to conduct the study and try to get assistance from course coordinators in order to complete this project. Detailed letter in the Appendix.

Privacy and confidentiality

The researcher wants to assure all readers that all information found on here is fully compliant with those who have assisted in its write up and they have been fully agreeable in all information given. The research has gone the extra mile of removing all names and locations of those who may have contributed to this research for their safety and privacy of opinions.

Ethical considerations

• Prevent against falsifying data.
• Protect the integrity of other researchers and persons associated with this research.
• Beneficence- maximize possible benefits, minimize possible harms.
• Justice – on individual and social level.
• Try to remain unbiased.

2.1 Literature review

Creelman, in one of the oldest papers written on Total Quality management in relation to our paper and or industry tries to describe the efforts made by Newcastle Breweries to improve its competitiveness by implementing TQM models and practices in order to achieve superior customer satisfaction. The research enquires information from the company through its introduction of a “quality customer package” outlining the range of services available to the customer; the creation of time for open forum discussions; involvement of all employees; and the implementation of its quality council, quality improvement teams and suggestion box schemes that are all intended to improve not only customer care but to provide excellent service and to learn their customers better (Creelman, 1992)

The second study was aimed at evaluating Total Quality Management as a business technique in manufacturing industries with particular emphasis on the brewing sector – A case study of National Breweries plc in Nigeria and also to analyze the effectiveness of the quality management techniques currently used. This research is very similar to the one we want to take on and should provide a good base to share notes with. The aim of the study was to examine total quality management (TQM) as a business technique for continuous quality improvement by finding out the extent to which TQM is being used at national breweries plc. By evaluating management commitment and work culture which reflects people’s beliefs, attitudes, values and philosophy. (Gideon, 2012)

The third study we considered to make it to this paper hoped to examine the Impact of Total Quality Management on organizational productivity, A Case Study of Ama Brewery, another brewery in Nigeria. The research further focuses on the approach adopted by organizations that has implemented the concept and the rate of success achieved. These is a proof that effective TQM implementation can improve their competitive abilities and provide strategic advantages in the market place. The effects of not participating in TQM implementation by all management levels, challenges disrupting the TQM implement in an organization and failure to organize frequent employee training have been a big problem. The research work tried to ascertain the impact of TQM implementation in the organization, level of management involvement, challenges disrupting the implementation, impact of employee training and TQM principles application to goal attainment. It is through the questionnaire method and oral interview that data are collected from the aforementioned organization, also very much similar to what our own research hopes to end. The aforementioned organization agreed that TQM have impact in organizational productivity. It is not all management levels in Ama Brewery contribute in TQM implementation. The failure to organize frequent employee training have been a major setback to their organization, while some management challenges disrupt TQM implementation in the organization. They should engage in frequent employee training in order to increase the level of individual and organizational competence. All management levels should join hands in TQM implementation so that quality will be attained (Alimot, 2012)

A Study on Implementation of Total Quality Management in San Beda University Snack Bar

Introduction

Food stalls in university been a trend nowadays, university not just put up a school canteen but also provide a variety of food to choose from which is the Food stalls or Food Court. All university in the Philippines you can see food court inside the campus. Students. Students enjoy to eat what they want and eat depends on their taste. They can choose from among the fifteen stalls in the food court. Students aren’t given many alternatives when choosing the time of the day they would like to eat their meals because of a busy or tight schedule, they also not given the chance to eat the food they want or even to choose a bright atmosphere. That’s why university campus now a days outsource the food company to be able to cater the students want and need but it tends to be they are not giving it out properly or even studied it well how the process will be.

Total Quality Management (TQM) is known as the overall management of quality of the product starting from suppliers to end users known as customers. Quality management deals with the processes, products, services and initiates the innovations in the company to satisfy the customers. Quality management is concern for producing high quality of the products. Many manufacturing firms that have tried and become successful and others failed. Nokia, Toyota and Honda have implemented TQM. Organization has to implement the concept of TQM to achieve a zero defects product. The principles of TQM philosophy would really help the company once they implemented the strategy because TQM support the business improvement’s like cost reduction, enhanced productivity and improved the quality of the product. Successful companies have adopted TQM strategy.

Background of the Study

Total quality management (TQM) is a structured approach to overall organizational management. The focus of the process is to improve the quality of an organization’s outputs, including goods and services, through continual improvement of internal practices. The standards set as part of the TQM approach can reflect both internal priorities and any industry standards currently in place. TQM focuses on ensuring that internal guidelines and process standards reduce errors, while Six Sigma looks to reduce defects.

TQM is considered a customer-focused process and aims for continual improvement of business operations. It strives to ensure all associated employees work toward the common goals of improving product or service quality, as well as improving the procedures that are in place for production.

San Beda University is a newly acquired university located in Mendiola. San Beda University has approximately 15,000 population including the students from College of Art and Sciences, Medicine, Nursing, Senior High School and College of Law. With this population San Beda has only three food areas student can eat at, Dom, Snack Bar and Fior. Snack Bar consist of different food company that has a lot of food to offer. Snack Bar has Pizza Hut, Wendy’s, I Love Milk Tea , Jamaican, Belgian Waffle, Tender Juicy Hotdog, Pasta Galore, Donuts, Chicks To Go, Potato Corner, Dimsum, Turks and Nacho King. With all food stalls they have the ventilation is not good. Facilities is not okay.

Statement of the problem

How can Total Quality Management help improve San Beda University Snack Bar to achieve satisfaction from customers?

Theoretical Framework

[image: http://pubs.sciepub.com/ajrd/2/4/3/image/fig1.png]

Figure 1: Stages of TQM Development

A hierarchical process of quality includes the development of inspection through to quality control, within the context of systems of quality assurance under the wider management approach of total quality management (Das Mulm, 2009). Oakland (1993) defines total quality management as ‘an approach to improving the competitiveness, effectiveness and flexibility of a whole organisation’.

According to Ali, Tuladhar, Zevenbergen, and Bhatti, Inspection is the comparison of the characteristics of the final product or service to the technical specifications. This will mostly concern with the operational level where most of the products or services delivered at the users’ end. Quality Control (QC) follows inspection and is the total of operational and technical procedures which can confirm the quality of a product or service according to specifications. From LAS point of view, it will focus on both the institutional and technical problems and issues at management level so that the quality of the product or service can be measured at this stage. Quality Assurance (QA) is the total of pre-programmed or systematic actions and procedures necessary for ensuring that a product or service fulfils and will continue to fulfil certain specifications. In LAS, this plays an important role at the policy level where a set of rules and regulation must be defined to ensure the quality of the product or service. Total Quality Management (TQM) is the total of activities and methods used by an enterprise in order to fulfil the requirements of a client with the least cost, emphasis given on the link between TQM and QA. For LAS, it is most important to develop TQM concept at regular basis so that new advancements in technology and customers’ needs analysis could be brought into consideration for improving the quality of existing system.

Conceptual Framework

Independent Variable Dependent Variable

SBU Manila Students

Professors

Business

Food Stall

Intervening Variable

Basis on the Implementation of the TQM

Figure 2: Variables that may affect Snack Bar

The diagram illustrates the independent variable that contains two context namely Business and Food Stall that depend on the SBU Manila students and Professors. That consist the attributes preferred and skills preference with intervening variable the basis on the implementation of TQM.

Hypothesis

San Beda University Snack Bar will gain more profit and will have a high quality product if they implement TQM.

Significance of the Study

The key to development is through the implementation of Total Quality Management (TQM) in the industry, San Beda University Snack Bar. Wherein the new system will help to improve the quality of product and service of the Snack Bar.

To the San Beda University Snack Bar, the output of this study will give them a background and help them to implement the TQM strategy to help them gain profits.

To the Students, this research will help customers become more attentive to what product quality they must receive.

Scope and Delimitations of the Study

This study will be focusing on implementing the TQM strategy in the San Beda University Snack Bar. The area of this study is to provide solutions and improvements to the business quality product and services. The limit of this study is to gather possible data in the San Beda University Snack Bar.

Definition of Terms

• Implementation- the process of putting a decision or plan into effect
• Process- a series of actions or steps taken in order to achieve a particular end.
• Product- an article or substance that is manufactured or refined for sale.
• Quality- the standard of something as measured against other things of a similar kind; the degree of excellence of something.
• Satisfaction- fulfillment of one’s wishes, expectations, or needs, or the pleasure derived from this.
• Service- A valuable action, deed, or effort performed to satisfy a need or to fulfill a demand.
• Student- A person formally engaged in learning, especially one enrolled in a school or college.
• Total Quality Management- Total quality management (TQM) is the continual process of detecting and reducing or eliminating errors in manufacturing, streamlining supply chain management, improving the customer experience, and ensuring that employees are up to speed with training. Established stores nationwide in the U.S.

Chapter II

Review of Related Literature and Studies

This chapter mainly encompasses the related literature both foreign and local researchers and studies from foreign researchers which have significant relevance on the variables comprised in the study.

Foreign Literature

TQM stresses a commitment by management to have a continuing companywide drive toward excellence in all aspects of products and services that are important to the customer, each of the 10 decisions made by operations managers deals with some aspect of identifying and meeting customer expectations and meeting those expectations requires an emphasis on TQM if a firm is to compete as a leader in world markets. (Heizer 2017)

In Pakistan, Textile Manufacturing Industry found out TQM and implemented TQM that lead them to success, they largely focused on achieving high quality product and application of some techniques. They also able to focus and invest in training of their employees and staff which leads to improvement. They also advocated the need for cost-effective framework to implement be able to implement TQM in business. After all, the business took place ISO 9000 certification. (Pau 2017)

This article is related to the researcher study as it focuses on how different countries implement TQM strategy.

Local Literature

Critical success factors (CSFs) in total quality management (TQM) implementation are vital to the quality improvement of organizations, including higher education institutions (HEIs). The present study aims to attempt to develop a TQM paradigm contextualized to HEIs in the Philippine setting. The study was focused on determining the CSFs in the TQM implementation of Philippine HEIs. Findings of this study may be used by HEIs as basis for planning, decision-making and in directing their strategies and resources in the integration of the paradigm in their business process. The proposed TQM paradigm, upon adoption by Philippine HEIs, may be used as a quality measurement tool to improve performance, embed and sustain quality culture. (Rodriguez 2017)

Foreign Studies

Philosophers like Deming, Juran, Crosby, Feigenbaum, Ishikawa and Taguchi contributed in TQM. Deming insisted management accept responsibility for building good systems. Deming outlined his philosophy on quality in his famous “14 Points.” These points are principles that help guide companies in achieving quality improvement. The principles are founded on the idea that upper management must develop a commitment to quality and provide a system to support this commitment that involves all employees and suppliers. Deming stressed that quality improvements cannot happen without organizational change that comes from upper management. (ibid).

Dr. Joseph Juran defined quality as “Fitness for Use”. A high quality product does what its customers want in such a way that they actually use the product. Juran introduced The juran Trilogy Diagram that includes; the first part is Quality Planning that is preparing to meet quality goals, Quality Control is meeting the quality goals during process or operations and Quality Improvement that is a Breakthrough Sequence, quality improvements should be continuous as well as breakthrough.

Armand V. Feigenbaum viewed quality as a strategic business tool that requires involvement from everyone in the organization. He outlined his quality in 3 steps. He also promoted the use of quality costs as a measurement and evaluation tool. Management and employees have a total commitment to improve quality, and people learn from each other’s successes (ibid).

Phillip B. Crosby developed the phrase “Do it right the first time” and the notion of zero defects, arguing that no amount of defects should be considered acceptable. He scorned the idea that a small number of defects is a normal part of the operating process because systems and workers are imperfect. Instead, he stressed the idea of prevention. Concentrating on preventing defects rather than just finding and fixing them.

Kaoru Ishikawa is best known for cause-and-effect diagrams, also called fishbone or Ishikawa diagrams. He emphasize the importance of the “internal customer’’. Dr. Ishikawa believed that everyone in the company needed to be united with a shared vision and a common goal. He stressed that quality initiatives should be pursued at every level of the organization and that all employees should be involved (ibid).

Dr. Genichi Taguchi is a Japanese quality expert known for his work in the area of product design. He estimates that as much as 80 percent of all defective items are caused by poor product design. Taguchi stresses that companies should focus their quality efforts on the design stage, as it is much cheaper and easier to make changes during the product design stage than later during the production process. Taguchi is known for applying a concept called design of experiment to product design, an engineering approach that is based on developing robust design, a design that results in products that can perform over a wide range of conditions. With everincreasing competition and consumer expectations, professionals and business managers cannot ignore quality issues and expect to maintain or improve their competitive position. Quality systems, time and again, have been responsible for substantial increases in the bottom line of businesses in every industry and have given organizations the boost they need to meet overall goals and objectives (ibid).

Synthesis

As observed from the iterated literature from various researcher, it shows to a large extent the success rate of implementation of TQM in an organization specifically Food Stalls. The variables of the study was strengthened through the presentation of the literature studies from both foreign and local resources.

Chapter III

The study is designed to know the results of the implementation of TQM in San Beda University Snack Bar. The purpose of this study is to know how it can be successful if they implement TQM to solve their problems especially in their process.

Method of Research

This study used the Qualitative Research Method in addressing the problem statement. The methodology involved the answered questions by different college students. It involved the different perceptions and insights of the student regarding the Food Stalls in their University.

The study was designed to gain an understanding of these variations in the interpretation of food. Stalls process in different university. The study will be used as a basis on how to implement Total Quality Management in San Beda University Snack Bar. The research questions for this study centered on the perspective of students regarding food stalls that will satisfy their wants as a students, qualitative methods were most appropriate.

Respondents and Sampling Design

The Study will focus on gathering data from different students from different University here in Manila. It will focus from the students from Centro Escolar University, University of Santo Tomas and San Beda University Manila. Each insight will be gathered and the researcher will analyze if the result of the gathering of information is applicable and can apply to San Beda University.

Data Gathering Instrument

The researcher used an interview type questionnaire to gather data from students. The researcher will provide the questionnaire that depends on how the respondent want, other students have it in Online and other students made it personal interview. The questions prepared will be based in the problem statement to be able to find solutions and answers regarding the problem. The questionnaire consists of five questions regarding their insights and wants regarding food stalls.

The questionnaire was developed in order to identify potential participants. The responses of the participants’ provided insight as to who met the criteria satisfying their wants in terms of Food Stalls, and if they need improvement and how to address with it. For this study, College Students mostly freshmen and senior 18 to 22 years of age, will be interviewed.

Data Gathering Procedure

The researcher will be using a Descriptive type of research to be able to gather data from different students in the Universities and to address the implementation of TQM in San Beda University Snack Bar. To be able to know the answers regarding the food stalls in different universities, the researcher will provide a questionnaire with five questions to answer the problem. The researcher will provide a copy of the questionnaire answered by the respondent to ensure the validity of the answers. The researcher will explain about the study and provide information and data to be able to them to answer correctly on what make them satisfy in their Food Stalls in University.

Data Analysis and Interpretation

To be able to know a possible solutions addressing the problems in San Beda University Snack Bar, questionnaire will be distributed to the respondents. Specific answer must be provided by the respondents. To be able to solve problems in Snack Bar.

Chapter IV

Presentation, Analysis and Interpretation of Data

​ The results of the analysis of the interview and questionnaire data will be presented in this chapter. This chapter also provide information given by Dheanielle Sarmiento from Centro Escolar University Manila, Charmane Manlangit a transferee student from University of Santo Tomas and Celine Faith Dalapo from San Beda University Manila regarding food stalls in their Universities.

According to Danielle Sarmiento a Fourth Year Student in Centro Escolar University Manila, their Food Stalls provide Potato Corner, Shawarma and others. The price of the food in their stalls is affordable. The space management in the food stalls is also spacious that let them roam around the food stalls and the workers are able to work properly, especially in cleaning the area and giving deliveries is accessible because the space allotted in between the table is right and well properly allocated. According to Dheanielle the Bad side of their Food Stalls is the Ventilation, the smell of the food stall will stay in their hair when they go out the Food Stall Area.

According to Charmane Manlangit a transferee Student from University of Santo Tomas. In providing food in the University is well allocated. UST Food Stalls provided variety of choices, KFC, Pancake House, Starbucks, Krispy Kreme, Subway, Bonchon, Tokyo-Tokyo and others. With the choices of food restaurant provided by the UST to student, according to Charmane they are really satisfied as they do not need to go out the campus just to satisfy the cravings. In terms of Space management of the restaurants inside the university, they are able to accommodate students. They provide a right space each restaurant depending on the business how big they want to rent. Each company or business is provided at least 20 sqm to be able to cater students in UST and proper Ventilation is provided.

According to Faith Dalapo a Fourth Year Operations Management Student in San Beda University Manila. San Beda University offers Snack Bar that includes Turks, Pizza Hut, Wendy’s, I love Milktea, Belgian Waffle, Tender Juicy Hotdog, Happy Swirls, Potato Corner and others. They can provide a variety of food. But in space management, they cannot accommodate specially if lunch time because of Senior High School Student in the University. It is crowded that the Snack Bar can only accommodate estimated 50 persons. And the Ventilation is not good. If you go to Snack Bar and stay up to 30-60 minutes, when you go out you will smell like a snack bar. The smell will stay especially in your hair. That’s why students preferred to ate lunch in Dom or outside the campus. The snack bar also don’t provide a water fountain, students will go to Dom to get water.

With this information provided by the respondents, the researchers concluded that implementing TQM in San Beda University will help a lot to gain more profit and attract more customers.

Chapter V

Summary, Conclusions and Recommendations

This chapter is divided into three parts. The first part is the summary, the second part is the findings, and last part is the conclusions and recommendations. It is taken from the information gathered that lead to this result results of the information gathered.

Summary

This study aimed to implement total Quality Management in San Beda University Snack Bar. And improvement regarding San Beda University Snack Bar to provide satisfaction from the students and professors. It sought to answer the question: How can Total Quality Management help improve San Beda University Snack Bar to achieve satisfaction from customers.

The importance of the study is to be able to address the problems facing by the San Beda University Snack Bar given its space and facilities management. How Total Quality Management will help to provide solutions and ways to the problem stated. It will focus on what the student wants and to be able to satisfy them in Snack Bar. The researcher conducted an interview of students regarding Total Quality Management and their own food stalls.

Major Findings

The given data were analyzed and formulated given under the statement of the problem:

1. The researcher found out that college students in universities wants variety of choices in terms of food.
2. The researcher found out that implementation of TQM will have a big improvement in Snack Bar.
3. The researcher found out that Snack Bar must have a proper ventilation.

Conclusions

If TQM is implemented, specifically the Crosby Theory: Zero Defects, will help Snack Bar to improve to fully satisfy Students. Zero Defects Theory will help the Snack Bar to become basis. Improving the Food Stalls Ventilation can have a great impact to attract students to stay inside the campus. According to Crosby, it is better to make it right in the first time than finding solutions with it.

Recommendations

This provides some recommendations to the future Researchers.

1. This study can be conducted using different methods such as focused group discussion and a survey type questionnaire.
2. The study was conducted from the students of San Beda, CEU and UST therefore, results may vary when the researcher will not limit their respondents and have a broad respondents or from many universities.
3. The study can have respondents’ not just students but researcher can consider the Faculty and Staff as well to have a great result.

References:

1. Evans, J. R., & Lindsay, W. M. (2012). Understanding total quality management. Singapore: Cengage Learning Asia Pte
2. Render, B., Heizer, J., & Munson, C. (2017). Operations management: Sustainability and supply chain management. Boston: Pearson
3. Barone, A. (2019, June 25). How Total Quality Management (TQM) Works. Retrieved from https://www.investopedia.com/terms/t/total-quality-management-tqm.asp
4. Entrepreneur Philippines. “Local Garments Factory Offers Quality Clothing, Income Opportunities.” Entrepreneur.com.ph, Entrepreneur Philippines, www.entrepreneur.com.ph/business-ideas/local-garments-factory-offers-quality-clothing-income-opportunities.
5. EVOLUTION OF TOTAL QUALITY MANAGEMENT, www.rusnauka.com/2_ANR_2016/Economics/14_206421.doc.htm.
6. Janette Rodriguez, Madonna Valenzuela, Nunilon Ayuyao, (2018) ‘TQM paradigm for higher education in the Philippines’, Quality Assurance in Education, Vol. 26 Issue: 1, pp.101-114, https://doi.org/10.1108/QAE-12-2015-0048
7. (n.d.) Retrieved July 10, 2019, from https://libguides.bc.edu/edpaper/sections

Essay on the ‘Father of Total Quality Management’

Dr. W. Edwards Deming: Father of the quality evolution

Dr. W Edwards Deming, born 14 October 1900 was an American engineer, statistician, author, lecturer, and consultant. He has made many academic contributions to the quality movement including his philosophical methods and his theory of profound knowledge has assisted in the development of Total Quality Management (TQM). The 1950s was the era that was considered the origin of TQM but interest in this management practice peaked in the early 1990s. Deming, being profoundly known for his consultations, lectures, and knowledge on matters of quality management grew to become the leading management thinker in the field of quality.

The idea of ‘quality’ is perceiving value in something, implying excellence but in the opinion of Ferreira and Groenwald (2016),” quality can furthermore be viewed as performance to standards, meeting the needs of customers or satisfying customers”. Managing quality or quality control to ensure consumer satisfaction is known as TQM although Erasmus, Strydom, and Rudansky-Kloppers (2018) state that TQM means that ‘quality’ is everyone’s responsibility in the organization which is inclined with Deming’s theories while Deming also implies that it all starts with “top management”.(bright hub. com, n. d)

The TQM approach places “strong emphasis on improvements made to products and services by management, resulting in delivering quality desired by customers.” (Erasmus, Strydom, and Rudansky-Kloppers 2018). In the United States government and military, the philosophy and methods of Dr. Deming were often used to support and aid TQM programs (Clark, 2015). Deming’s biggest contribution to the evolution of quality was identified through his teachings. “He taught Japanese executives and engineers his methods for statistical analysis and the control of quality.” (asq.org, n. d) His methods helped Japan rebuild its economy after World War II and beyond within an achieved timeframe.

Deming’s contributions influenced the development of programs that promote quality in nations and organizations including the Deming Prize in Japan and the Malcolm Baldrige National Quality Award (MBNQA) in the United States, now being used by 100 worldwide programs (Clark, 2015). The Deming Institute showcases a number of his books based on his 14 points of quality management which he is well known for, such as his statistical knowledge, and theories illustrating business processes through his detailed experiments.

Deming’s famous ‘Red Bead’ experiment, according to Erasmus, Strydom, and Rudansky-Kloppers(2018) illustrates Deming’s approach to the implementation of quality control systems in which Deming (1993) statistically implies that “it is up to management to improve the system”. Dyck and Neubert (2009) provide us with an example of the Ford Motor Company manufacturing transmissions using Deming’s principles, resulting in customer reports dropping by 50% over 5 years and a decrease in warranty repairs tenfold.

Deming’s theory of variation, which states that “every person, place or thing is unique, one of a kind and no two things are exactly alike”(Deming,1993) is an example of how quality can make or break a business. Fenty Beauty by Rihanna saw its first launch receive millions of positive views and sales due to her thought and consideration of the quality of her products. Fenty Beauty’s foundation line has a color made for each and every skin tone – all completely different to compliment every shade and skin tone of women worldwide accommodating every person regardless of their tone or skin color and this makes customers feel included, whereas Kylie Cosmetics by Kylie Jenner had some bad reports about many products having defects and it not being worth its price. Kylie shows no personal interest in the quality dynamics of her products and faced exceedingly disappointed customers, a lack of sales, and her target markets’ confidence in her products altogether against Fenty Beauty’s make-up line.

Deming’s emphasis on reducing variation to minimize mistakes can also be seen through Rihanna’s (CEO) “complete control over everything that Fenty Beauty releases” as she explains in an interview with British Vogues’ editor on the basis of her new skincare line. Rihanna’s time and effort put into the quality of her product along with her small team of experts do not allow room for errors as she claims “I’d feel like a fraud selling something I can’t stand by” (Rosenstein, 2020).

From this, we can see that Deming’s contribution to quality evolution can be identified in any type of organization and his theories and philosophy methods of quality improvement were recognized globally and are still relevant in providing a better way of leading and managing organizations.

Reference list

1. Ask. org-resources. (n. d) Retrieved from https://www.asq.org/quality-resources [03 April 2020]
2. Brighthub.com (n. d) “Deming’s theory of variation” Retrieved from https://www.brighthub.com [04 April 2020]
3. Clark, T.J. 03 March 2015 The Deming paradigm for reducing variation: Unknown by Most, Misunderstood by Many, Relevant to All. Retrieved from https://www.successthroughquality.com [04 April 2020]
4. Deming, W. E. 1993 The New Economics for Industry, Government, Education Massachusetts Institute of Technology Center for Advanced Engineering Study. p. 101
5. Erasmus, B. Strydom, J.W and Rudansky-Kloppers, S. 2018 Introduction to Business Management 10th edition. Cape Town: Oxford University Press Southern Africa. p.271,272.
6. Ferreira, E.J and Groenewald, D. 2016 Administrative Management 4th Edition. Cape Town: Juta and Company (Pty) Ltd. p. 268
7. Jenna Rosenstein 31 March 2020 Rihanna Fenty Skincare. Retrieved from https://www.harpersbazaar.com [02 April 2020]