International Journal of Multidisciplinary Education and Research

International Journal of Multidisciplinary Education and Research

ISSN: 2455-4588; Impact Factor: RJIF 5.12
www.newresearchjournal.com/multieducation
Volume 1; Issue 3; May 2016; Page No. 09-11

Comparison of two industries with total quality management (TQM) implementation: A study
Deepak Hajoary
Bodoland University, Kokrajhar, Assam, India

Abstract
The study is an attempt made between two companies based on total quality management. The current study is also an attempt to
identify the implementation of TQM and its various outcomes. In the modern business environment, there are abundant products
and services that are offered to customers, but it is a quality which is a deciding factor. So for any organizations, quality
management is a key concept and vital for the growth of the industry. The observation for two industries is cited in the paper.

Keywords: Total quality management, business organization, management

Introduction According to American Federal Office of Management Budget
Total Quality Management (TQM) is a business philosophy Circular, “TQM is a total organizational approach for meeting
and discipline for continuous improvement. It has been customer needs and expectations that involve all managers and
assumed that TQM is the outcome of activities that take place employees in using quantitative methods to improve
within an organization which implies employees to participate continuously the organization’s processes, products, and
in the business process. Quality is an important issue for top services.” Five Categories of quality definition identified by
level management as well as lower level management. Quality Hardie are conformance to the requirement, fitness for
is regarded as the main driver in the Deming’s principles of purpose, meeting customer perceptions, exceeding customer
management. There are many new economic challenges in expectations and superior to a competitor.
today’s environment. This challenges can only be tackled
when an organization learns to adapt to changing demands in Evolution of TQM
the market. There are numerous approaches to meet the The historical evolution of Total Quality Management can be
challenges and one such approach is TQM. Products and classified into four stages
service can only win customers if it is world class and is  Quality Inspection
becoming every company’s problem in the dynamic  Quality Control
environment. TQM is concerned with the integration of  Quality assurance
achieving quality products and service in the organizations.  Total Quality Management
TQM has become one of the primary issues in organizations The first stage of quality management can be seen at the 1910s
due to customers demand to meet the specification and when ford motor company employed a team of inspectors to
satisfaction. In an organization achievement of quality extends check the quality of accepted products. In the second stage,
to all parts of the business from market analysis to supply TQM and quality were controlled through a specialized set of
chain management. skills. After the Second World War quality was inspected by
inspection team rather than workers. And the third stages
Definitions of Quality called quality assurance contains all the requirement of both
Quality is important in the business environment and it can be stages to satisfy customer’s needs. The last stages Total
related to the different concept. The views of quality are Quality Management comprise the principles and aspects of
different for different people”. business processes.

Stages Characteristics
Ql (1910) Salvage Sorting Corrective action Identify sources of non-conformance
QC (1924) Quality manual Performance data Self-inspection Product testing Quality planning Use of statistics Paperwork control
Third-party approvals Systems audits Quality planning Quality manuals Quality costs Process control Failure mode and
QA (1950)
effect analysis Non-production operation
TQM Focused vision Continuous improvements Internal customer Performance measure Prevention Company-wide application
(1980) Interdepartmental barriers Management leadership
Source: adapted: Fundamental of TQM by Jens J. Dahlgaard and Gopal K. Kanji

Literature Review management tools to shape the organization. Vokurka (2001

The developments in the quality management started in 1980 stated that global competitiveness is a reality and quality is
which led many international companies to adopt business key to winning in the marketplace. By itself, quality may not
improvement through quality management program. guarantee success but it is difficult to compete without it. And
There are several models to judge customers experience on like most other competitive factors, the standards of quality
quality. Shiba et al. define TQM as a new concept and are constantly rising” According to Sila and Ebrahimpour

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International Journal of Multidisciplinary Education and Research

(2002) quality definitions comprises of the following factors: Analysis: In manufacturing enterprise 20% of the employee
customer focus and satisfaction; employee training; leadership are familiar and rest 80% are unfamiliar with term quality
and top management commitment; teamwork; employee management whereas in service enterprise 30% are familiar
involvement; continuous improvement and innovation; quality with the term quality management and 60% are unfamiliar
information and performance measurement. with term quality management.
The evolution of quality management started during the
Second World War and continued to the eighties. TQM Section 2: There are many core elements of quality management.
evolved and application of quality standards was used in many Some of the core elements of quality management with percentage
organizations. The use of term TQM differs in countries to are given below according to employee’s feedback
countries and is widely used in Europe than America. TQM Manufacturing enterprise Service enterprise
delights customers by meeting their both internal and external Management Management
6 6
expectations. TQM is concerned with integrating all efforts of Leadership Leadership
the organization towards continuous improvement. Employee
20
Employee
7
empowerment empowerment
Objectives of the Study Tools of quality 9 Tools of quality 14
The present study is aimed to understand the process and Customer focus 25 Customer focus 18
practice of TQM in service and manufacturing industries of Training 10 Training 20
two units Quality circles 19 Quality circles 18
Suppliers quality 11 Suppliers quality 17
The study attempts to suggest suitable measures for the
implementation of TQM in organizations for better
performances. The study has the following objectives
1. To analyze opinions and perceptions of both managerial
and employee respondents regarding practice of different
components of TQM
2. To identify different adjunct areas of TQM for further
research activity.
3. To suggest suitable measures for the organizations.

Research Methodology
The research is based on primary data collection. Data were Fig 3: Manufacturing enterprise
collected from managers, senior supervisor, and workers.
Purposive sampling is used in the research methodology. A
total of 10 samples is collected from manufacturing as well as
service industry. A systematic and structured questionnaire
was prepared comprising of various aspects of TQM.

Data Collection and Analysis

Section 1: Are you familiar with quality management?

Manufacturing company Service enterprise Fig 4: Service enterprise
Yes 2 Yes 3
No 8 No 7 Interpretation: Manufacturing enterprise focus on the areas of
employee empowerment, customer focus and quality circles
whereas service enterprise focus mostly on all areas of tools of
quality, customer focus, training, quality circles and suppliers
quality

Section 3: Do you know various quality management programs?

Manufacturing Enterprise Service Enterprise
Yes 2 Yes 1
Fig 1: Pie chart for quality management for manufacturing enterprise No 4 No 5
Not aware 4 Not aware 4

Fig 2: Pie chart for service enterprise Fig 5: Manufacturing enterprise.

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International Journal of Multidisciplinary Education and Research

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