The Implementation of TQM

The Implementation of TQM - warranties can help accomplish...

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The Implementation of TQM The implementation of total quality management is similar to that of other decentralized control  methods. In developing TQM, companies need to understand how consumers define quality in both  the goods and services offered. If a company pays more attention to quality in its production  process, fewer problems will occur later when the product is in the consumer's hands. One way to  measure product performance and quality is through customer surveys, which can help managers  identify design or manufacturing problems. According to quality consultant Armand V. Feigenbaum, the end user best defines quality, which  means that quality is open to subjective interpretations. Consumer perceptions have to be changed if  a company wants to change a product's quality image. Extended service programs and improved 
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Unformatted text preview: warranties can help accomplish this feat. As examples, Whirlpool Corporation promises that parts for all models will be available for 15 years, and Mercedes-Benz provides technical roadside assistance after service hours. Another means of ensuring a commitment to quality “after the sale” is via a product or service guarantee. Wal-Mart is known for its no-hassles return policy for any product—with or without a receipt. Mail-order house L. L. Bean will replace a pair of hunting boots purchased ten years earlier with new boots. Saturn automobile retailers provide total refunds for vehicles within 30 days if the customer is not fully satisfied. However, many companies are not willing to incur the short-run costs associated with such guarantees....
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This note was uploaded on 11/18/2011 for the course MGMT 4375 taught by Professor Eixmann during the Fall '11 term at Texas State.

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