1 Running header: Total Quality Management (Wengart Aircraft)Total Quality Management in Wengart AircraftName:Course:Institutional affiliation:Date:Total Quality Management in Wengart AircraftAt its core, Total Quality Management (TQM) is a management approach to long-term successthrough customer satisfaction. TQM is an organization-wide change movement towardsstreamline work-groups and structure. (Brown, 2011).TQM and Customer SatisfactionA major long-term benefit of Total Quality Management relates to customer satisfaction. TQMaims at improving quality, and identifies the best measure of quality as matching customerexpectations in terms of service, product, and experience. TQM interventions quantify problemsand aim to achieve the best state defined in terms of such customer expectations (McDaniel,1990), .
2 Running header: Total Quality Management (Wengart Aircraft)Some examples of the application of Total Quality Management to improve customer satisfactioninclude:Reduction of waiting time by changing the method of appointment scheduling or clienthandlingMaking changes to the delivery process so that the product reaches the customer fasterBetter quality products requiring no repairs improvingcustomer loyaltyIn a TQM effort, all members of an organization participate in improving processes,products. One of the large problems facing Wengart Aircraft is total quality management (TQM)is not being communicated clearly and concisely to the entire company. By Allen Yoshida doinga presentation to only the managers and supervisors on what TQM was this left room for“various interpretations of TQM” by the managers, supervisors and front line workers The factthat during the presentation Allen Yoshida did not clearly illustrate how TQM would affect thecompany’s everyday activities or how it would be implemented only further confuses themiscommunications happening thought the company. (Brown, 2011). TQM calls for creatingconstancy of purpose for improving products and services. If the message received by the lowerlevel employees is not consistence then the improvements or change will not be consistent either.TQM and Human ResourcesA major application of benefits of Total Quality Management relate toHuman ResourceManagement. Application of TQM in an organization brings about the following benefits to theHuman Resources of an organization:
3 Running header: Total Quality Management (Wengart Aircraft)1.TQM extends the ownership of the business process to each employee involved in theprocess by empowering them to rectify mistakes on the spot without supervisor review oraction. This generates intrinsic motivation and creates an atmosphere of enthusiasm andsatisfaction among the workforce.