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Total quality management of Tesco, Toyota and Vodafone UK.
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ABSTRACT Quality is considered as one of the most crucial aspect and is directly associated with growth and development of enterprise. Presently, due to rise in level of competition every firm has started to focus on quality so that sales and overall revenue can be easily attained. Apart from this, various effective tools are presented with the help of which it is possible for business entity to gain competitive advantage and in turn act as a development tool. The main reason behind carrying out this study is “To determine the role of total quality management in enhancing the performance of fast food, automotive and telecommunication industry�. Further, for conducting research, different organizations have been chosen namely Tesco, Toyota and Vodafone UK. At present every business has started to adopt total quality management tool so that its customer base can be enhanced with the help of this. Organizations such as Toyota, Tesco etc are well appraised in the market for range of quality products it delivers to its target market1 and this acts as source of competitive advantage. The present study being carried out is descriptive in nature where main stress is on identifying the role of total quality management in enhancing performance of retail, automotive and telecommunication industry where company from each sector has been selected namely Tesco, Toyota and Vodafone. Information has been collected from secondary sources. Inductive approach has been used and for analyzing information qualitative method has been used where different themes have been formed. From the entire study carried out it has been found that TQM has played significant role in the success and overall growth of companies such as Tesco, Toyota and Vodafone. Further, every enterprise has undertaken the concept of quality management in its major operations due to which firms are able to operate efficiently in the market. Tesco has undertaken concept of TQM in area of customer care so that high quality services can be delivered to the target market. Toyota has applied concept of Total quality management in production department as business is indulged into practice of manufacturing vehicles on large scale. . In company like Vodafone total quality management has been introduced in the customer care representative department so that better services in the field of Toll Free No.+61 879 057 034 Instant provides best Australian assignment writing service
25,000 Assignment Delivered by IHA.COM.AU telecommunication can be offered to customers as per their need. On the basis of conclusion there are some recommendations to companies such as Tesco, Toyota and Vodafone. Companies must undertake each and every principle of TQM and m1 ust be applied in the key operations. Every company must develop separate department whose main focus will be on implementation of TQM. Different teams can be formed within the workplace as per skills and ability of staff members and through this it is possible for firms to undertake and apply the concept of total quality management in better manner.
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Table of Contents CHAPTER 1: INTRODUCTION ........................................................................................................ 6 1.1 Background of the study ...................................................................................................... 6 1.2 Rationale of the study ........................................................................................................... 6 1.3 Research aims and objectives ............................................................................................... 8 1.4 Analysis and framework ..................................................................................................... 10 1.5 Structure of the dissertation ................................................................................................ 10 CHAPTER 2: LITERATURE REVIEW............................................................................................ 12 2.1 Introduction ........................................................................................................................ 12 2.1.1 History of TQM ............................................................................................................... 12 2.2 Concept of prevention and detection .................................................................................. 14 2.3 Principles of TQM .............................................................................................................. 14 2.4 Theories of TQM ................................................................................................................ 16 2.5 Total Productive Maintenance (TPM) and Design For Manufacturing (DFM) ................. 19 2.6 Role of TQM in enhancing functioning of companies ....................................................... 21 2.7 Evaluation of TQM in different aspects ............................................................................. 23 2.8 Benefits of implementing TQM to firms in different sectors ............................................. 26 CHAPTER 3: RESEARCH METHODOLOGY ............................................................................... 37 3.1 Introduction ........................................................................................................................ 37 3.2 Research philosophy .......................................................................................................... 38 3.3 Research approach .............................................................................................................. 39 3.4 Research design .................................................................................................................. 40 3.5 Research choice .................................................................................................................. 42 3.6 Data collection.................................................................................................................... 43 3.7 Sampling............................................................................................................................. 44 3.8 Data analysis ...................................................................................................................... 44 3.9 Reliability and validity ....................................................................................................... 45 3.10 Ethical consideration ........................................................................................................ 46 3.11 Research limitations ......................................................................................................... 46 CHAPTER 4: DATA ANALYSIS ...................................................................................................... 47 4.1 Introduction ........................................................................................................................ 47 4.2 Thematic analysis ............................................................................................................... 47 CHAPTER 5: CONCLUSION AND RECOMMENDATION .......................................................... 59 5.1 Introduction ........................................................................................................................ 59 5.2 Conclusion .......................................................................................................................... 59 5.3 Recommendations .............................................................................................................. 63 REFERENCES................................................................................................................................... 66
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Illustration Index Illustration 1: Research onion ............................................................................................................ 22
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CHAPTER 1: INTRODUCTION 1.1 Background of the study Quality is considered as one of the most crucial aspect and is directly associated with growth and development of enterprise. Presently, due to rise in level of competition every firm has started to focus on quality so that sales and overall revenue can be easily attained. Apart from this, various effective tools are presented with the help of which it is possible for business entity to gain competitive advantage and in turn act as a development tool. Moreover, expectations of target market from company is high where every customer ensures that quality of the commodity is up to the mark and purchase decision is taken on the basis of this (Testa and Sipe, 2006). Total quality management as a tool is most commonly adopted by every organization operating in any sector. The main motive behind adoption of TQM as a tool is that it enhances customer satisfaction which is the most difficult task for any organization operating in the market. Furthermore, meeting overall expectations of the target market has become necessary for firm and its absence can lead to rise in sustainability issues which is not in favour of company. TQM supports in identifying the actual requirement of the target market and on the basis of this management takes initiative so that quality level of product can be enhanced for the welfare of business. Further, it becomes easy to enhance business efficiency as each and every operation is carried out in effective manner keeping high quality as the main motive and it can be regarded as one of the main reason behind success of every organization in the market. To raise overall quality in the products is not easy for company as it also enhances overall cost and due to this reason many companies does not focuses on quality (Mascio, 2007). Apart from this, rendering quality product to the target market enhances brand image of the business which is necessary for every company in the present era. There exists direct relationship between the tool adopted by management for enhancing quality and overall performance of organization. TQM as a tool shows right direction to business in improving quality and in turn provides large number of benefits to firm. 1.2 Rationale of the study The main reason behind carrying out this study is “To determine the role of total quality management in enhancing the performance of fast food, automotive and telecommunication Toll Free No.+61 879 057 034 Instant provides best Australian assignment writing service
25,000 Assignment Delivered by IHA.COM.AU industry�. Further, for conducting research, different organizations have been chosen namely Tesco, Toyota and Vodafone UK. TQM as a tool allows business to raise quality of its commodities and it becomes easy to satisfy need of target market in efficient manner. Also, the main motive of every business enterprise is to become leader in the market which can be attained if its product range is different from other companies operating in the market in terms of quality, price etc. The main benefit of applying TQM as a tool is that it focuses on customers’ requirement as target market expects perfect goods with zero defect and it is associated with long term sustainability of the business (Tellis and Johnson, 2007). Moreover, due to high level of competition in the market customers are having many options due to which they can purchase any type of commodity and it is required for business to focus
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on quality rather than other factors. Every process carried out by organization is crucial in nature and continuous improvement is possible if TQM as a tool has been employed by business. On the other hand, need and overall requirement of target market changes rapidly due to which it is necessary for management to take corrective actions so that level of quality can be enhanced easily. Apart from this, the objectives set by management such as enhancing customer base, profitability level, sales etc can be attained easily if quality management technique is used by company and this allows business to respond towards the customer requirement. At present every business has started to adopt total quality management tool so that its Toll Free No.+61 879 057 034 Instant provides best Australian assignment writing service
25,000 Assignment Delivered by IHA.COM.AU customer base can be enhanced with the help of this. Organizations such as Toyota, Tesco etc are well appraised in the market for range of quality products it delivers to its target market and this acts as source of competitive advantage. In every business organization some wasteful activities are present which directly enhances overall cost and declines business efficiency. Therefore, total quality management as a tool is adopted by business so that wastage in the production process can be reduced to extent and in turn overall cost can be saved easily (Kapiki, 2012). Furthermore, people having high income level are mostly quality conscious and they do not prefer to compromise in quality at the time of purchasing any commodity. Therefore, large sized organizations search for the best tool available for raising quality and in turn apply them in major operations for their betterment. On the other hand, to ensure quality of product or service is very difficult for enterprise and due to this reason total quality management as a tool is adopted by business as through this it can be ensured whether firm complies with the requirement of target market or not. Apart from this, TQM is directly associated with organizational performance as high quality products provides base to firm in performing better in the market where opportunities can be grabbed easily. Strengthening internal operations of the business is must and for the same quality improvement tools are employed. Further, it enhances employee morale which is beneficial for business as larger efforts are applied by staff members in carrying out crucial operations and it acts as source of competitive advantage for the organization (Tellis and Johnson, 2007). The main issue every organization faces is to reduce costs associated with the production of commodities. Therefore, to decrease cost it is necessary to have quality tools so that issues linked with quality may not arise in near future and this can allow business to increase profitability level. TQM has its own significance and benefits derived after implementing it and cannot be measured in any terms. 1.3 Research aims and objectives The main aim behind carrying out this study is “To determine the role of total quality management in enhancing the performance of fast food, automotive and telecommunication industry: A case study of Tesco, Toyota and Vodafone UK�. To accomplish the aim of the research various, objectives have been framed which are as follows: Toll Free No.+61 879 057 034 Instant provides best Australian assignment writing service
25,000 Assignment Delivered by IHA.COM.AU To analyse the significance of TQM in different sectors
To analyse the role that TQM plays in improving the functioning of company operating in retail, Automotive and Telecommunication Industry.
To determine the effectiveness of TQM in enhancing performance of companies such as Toyota, Vodafone and Tesco.
To recommend the strategies through the help of which management of the highlighted industries can improve quality in its fast food range and generate higher profitability.
Research questions
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The following are the research questions developed on the basis of aim of research:
How TQM assist managers in different aspects of business functioning?
What role does TQM play in improving the functioning of companies operating in the highlighted industries?
How TQM helps in improving the performance of the highlighted companies?
With what strategies would the senior authority of the various highlighted industries improve its range of product quality and generate higher profit?
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25,000 Assignment Delivered by IHA.COM.AU 1.4 Analysis and framework The present study being carried out is descriptive in nature where main stress is on identifying the role of total quality management in enhancing performance of retail, automotive and telecommunication industry where company from each sector has been selected namely Tesco, Toyota and Vodafone. Data has been collected from secondary sources where various books, journals and online articles have been considered for obtaining fruitful information (Friese, 2012). Moreover, information has not been collected from primary sources as it is not applicable for the present research. Inductive approach has been employed where results move from specific to general. The main reason behind selecting this approach is that study has been carried out from point view of three companies named Tesco, Toyota and Vodafone. Interpretivist philosophy has been used so as to gain expected results. Qualitative methods have been used for analysing information with the help of secondary sources and this can support in accomplishing aim of the study. 1.5 Structure of the dissertation At the time of carrying out research it is necessary to follow appropriate format so that expected findings can be obtained and it is fruitful for study. Format of dissertation which has been followed in the present study has been shown below: Chapter 1 Introduction: It is the first chapter of dissertation which provides idea regarding topic chosen for the study. Further, it covers key topics such as background, rationale, aims and objectives etc. In this chapter description of total quality management has been provided so that reader can obtain information regarding it. Chapter 2 Literature review: It is the second most important chapter of dissertation in which views of various authors are considered which are associated with the topic. In short, it provides base to the entire research and in turn it becomes easy to carry out in-depth analysis. Chapter 3 Research methodology: This chapter provides information regarding the tools and techniques employed for conducting research. It covers key topic such as data collection, analysis, sampling, approach etc. Techniques adopted for the present research has been shown in this chapter so that expected results can be gained easily. Toll Free No.+61 879 057 034 Instant provides best Australian assignment writing service
25,000 Assignment Delivered by IHA.COM.AU Chapter 4 Data analysis: In this chapter data collected with the help of sources available is analysed so as to accomplish aim of the study. In the present research secondary data has been analysed through qualitative technique where different themes have been formed. Chapter 5 Conclusion and recommendation: It is the last chapter of the dissertation which focuses on findings derived after conducting research and it is ensured whether aims and objectives of research have been accomplished or not. Further, on the basis of conclusion recommendations are provided.
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CHAPTER 2: LITERATURE REVIEW 2.1 Introduction It is the second chapter of the dissertation which considers views given by different authors on the topic selected for research. Also, it supports in carrying out the research thoroughly and provides base to the study. The present research focuses on role of total quality management in enhancing organizational performance where different companies have been chosen and due to this reason views of various authors have been taken into consideration so as to determine overall effectiveness of quality tool. Due to this specific reason this chapter has its own significance and it directly supports the attaining of expected results.
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2.1.1 History of TQM The process of TQM was developed in order to improve the quality of products and services. The concept of TQM was introduced as far back as the 1980's when countries in western Europe and North America started to face intense competition from Japan due to its ability of manufacture and sell high quality of products and services. After the start of industrial revolution, it was for the first time that United States recognized the fact that if Japan can offer such high ends and quality products then why can’t we (Wang, Chen and Chen, 2012). After this realization most of the businesses started examining all their processes and those techniques which they use to control Toll Free No.+61 879 057 034 Instant provides best Australian assignment writing service
25,000 Assignment Delivered by IHA.COM.AU quality. There are many people such as Demings, Juran, Crosby which are considered as the co founders of TQM system. As per Demings, businesses are required to develop quality products and services in order to meet and satisfy the needs of customers. Furthermore, he explained that such kind of systems and processes should be developed which focuses on improving quality and reducing waste. According to Demings, he was looking forward to revolutionise the manufacturing process of Beefy's Burgers and in this aspects he surveyed each and every person who was associated with the operations of the same. Along with this, he also asked all the suppliers to become the part of the same and provide their views and opinions (Ugboro and Obeng, 2000). He started to focus on how to grill the burgers and asked the employee to grill only after the customer placing an order. The process system was changed and check points was established to monitor those changes (Valentine and Powers, 2009). Finally Demings insisted management should adopt changes at regular intervals in order to improve their quality. He presented total of 14 points to improve the quality of products and services On the other hand, Joseph Juran presented a model which reflects that in order to improve the quality of products and services, businesses are required to focus on three important aspects which are planning, control and improvement. The process of quality planning consists of activities which are related to the development of products and services that can satisfy the need and demand of customers. Further, he insisted for the development of quality goals and determination of the customer’s needs. On the other side, the process of quality control consists of processes such as evaluation of the actual performance of quality, comparing the actual with the quality goals and taking corrective actions if there is any difference between actual performance and desired ones. The last step consists of quality improvement in which the forms are required to take measure at regular intervals in order to improve the quality. Philip Crosby is another person which is credited for starting the movement of Total quality management (Takhar-Lail and Ghorbani, 2015). He explained that the money which organizations invest in improvement of quality is the one which is really invested in good place. Also, he developed his own 14 steps of quality management and some of them are forming a team to improve quality, creating a proper matrix for each activity which is related to improvement etc. He Toll Free No.+61 879 057 034 Instant provides best Australian assignment writing service
25,000 Assignment Delivered by IHA.COM.AU also stated that organizations should set goals for one, two and three months. On the other hand, Kaizen also presented a tool for managing quality in businesses. He explained that in order to deliver quality products to customers, organizations are required to train their employees. In addition to this, they need to build team for quality and employee should be the part of team. 2.2 Concept of prevention and detection Total quality management is directly associated with the concept of prevention along with detection where it becomes easy for business to detect the errors and the type of issues which are being faced at the time of enhancing quality of the product. In short, it allows business to focus on the major areas which can prevent enterprise from enhancing the quality level of the commodity. As per view of Oakland and Morris (2013) Prevention of errors along with their detection is most important in total quality management and it allows business to gain competitive advantage. Further, it becomes easy to deal with the major challenges that are raised at the time of enhancing the quality level of the commodity. TQM assists organization in detecting potential problems especially at the time before they occur, therefore preventive measures can be put into place which will eliminate cost of repairs or unnecessary logistics costs. Also, corrective actions are taken by firm in order to prevent defects and this is directly fruitful for the business who has implemented TQM in major practices (Oakland and Morris, 2013). Therefore, in this way the concept of prevention along with detection can be better understood and through this, quality related issues can be tackled easily. 2.3 Principles of TQM
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As per view of Omachonu and Ross (2004), different principles of total quality management are present which makes it much more effective and in turn, level of quality can be enhanced easily which is beneficial for business. Generally, concept of TQM relies on five principles which are producing work quality for the first time, focus on customers, strategic approach to improvement, continuous improvement and encouraging mutual respect along with teamwork (Omachonu and Ross, 2004). The first principle linked with producing quality work states that organization takes corrective measures to ensure that all the processes are carried out in appropriate manner and this raises product quality. Main focus is on customer and it is considered as one of the key advantage of applying TQM in the major operations of the company. However, Bagad (2008) argued that strategic approach to improvement as a principle is also effective which represents that processes are developed and tested so as to ensure that product quality is above expectation level. Encouraging mutual respect along with teamwork allows company to perform better and each and every employee carries out business operations by coordinating with one another. Therefore, these are some of the key principles of TQM which makes it much more effective and in short enhances organizational efficiency (Bagad, 2008).
Principles of TQM Principle
Description
Employee involvement
It is regarded as one of the key principle of TQM where all the staff members are involved in accomplishing overall aims along with objectives (Reynolds, 2013). Further, it enhances active participation from staff members and in turn increases organizational productivity.
Communication
It plays most significant role in TQM as through Toll Free No.+61 879 057 034 Instant provides best Australian assignment writing service
25,000 Assignment Delivered by IHA.COM.AU this employee motivation can be enhanced easily and through this appropriate decisions can be taken for the welfare of enterprise. Customer centric approach
Consumers are regarded as the main target market who judge whether quality of product is up to the mark or not. Further, large number of efforts are applied by company in training its workforce so that superior quality product can be delivered to customers (Reynolds, 2013).
Strategic approach to improvement
It is necessary for organizations to adopt strategic approach in order to enhance quality level and through this it is possible to deal with the issues linked with quality etc.
So, these are some of the key principles of Total quality management which are most crucial. Further, most commonly adopted principles are communication and customer centric approach which are undertaken by companies such as Tesco, Toyota and Vodafone with the main aim to satisfy need of its target market in most effective manner. It supports business in meeting with actual requirement of its customers and each and every staff member can work with one another for betterment of company. All the principles stated above are the necessary ones that generally applies in every type of work being carried out.
2.4 Theories of TQM Theories of TQM supports in understanding about the concept of quality management in better manner through which it becomes easy for business to apply larger efforts in enhancing quality of the product and in turn acts as a development tool. As per view of Mandal (2009), TQM theory relies on four crucial factors which are continuous improvement, customer focus, team Toll Free No.+61 879 057 034 Instant provides best Australian assignment writing service
25,000 Assignment Delivered by IHA.COM.AU involvement and data driven. Continuous improvement states that organization applying TQM in the major operations is directly benefited and it enhances brand image of the firm (Mandal, 2009). Furthermore, customer focus is also another key factor of the principle of TQM which it can be said this tool strongly focuses on the need and requirement of the target market and through this enterprise can easily gain competitive advantage. However Kreitner (2008) argued that team involvement as one of the key feature of total quality management allows business to perform better and it encourages each and every employee within workplace to work with each other and this directly provides long term benefits to the company. TQM assist firm in developing an atmosphere of teamwork and empowers workers to take initiative so as to improve quality along with major processes. On the other hand, this tool uses measurable data so as to make decisions in relation with the improvement efforts of the business enterprise (Plenert, 2014). Techniques such as statistical process control and process mapping are considered to be highly effective and it assist in identifying quality issues which is most crucial for business. All these factors are directly associated with performance of the firm and assist in gaining long term benefits. Moreover, every organization operates in highly competitive environment due to which TQM as a tool is widely adopted and it assist in gaining competitive advantage. As per view of Arivalagar and Naagarazan (2009) Statistical process control as a technique is used within TQM framework with the main motive to reduce variation in processes. It is most commonly used in different type of industries such as service, transportation etc. Within statistical process control different tools are present and it involves collection of data, change management process etc. Main stress is on solving key issues associated with the quality and it enhances organizational efficiency in carrying out overall operations (Arivalagar and Naagarazan, 2009). Different tools are present for display of statistical process control and it involves graphs and charts, histogram, brainstorming, control charts etc. Apart from this, TQM also involves total productive maintenance which is associated with the concept of perfect production where no breakdown is their along with no defects.
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However Chang (2005) argued that proper maintenance of tools allows business to be more productive and in turn supports in accomplishing the organizational objective. On the other hand, ISO standards have also been implemented by every organization so that they can easily deliver high quality product to the target market. Companies such as Toyota, Vodafone, Tesco etc have undertaken standards with the help of which they are able to deal with quality issues and this is positively affecting their brand image also (Oakland, 2012). Apart from this, ISO 9000 is most commonly adopted and it is associated with the concept of continuous improvement within the workplace. By adopting this tool companies are able to deliver high quality products which is above expectation level of target market. Further, by applying TQM in major operations, companies have enhanced their market share along with revenue level. At present, Toyota is having global market share of 11.8% and this is enhancing at faster pace due to applicability of TQM. Further, market share of Vodafone is 18.7% which is also the real outcome of applying TQM in its major practices (Kelemen, 2003). In the ancient time various philosophers have developed theories of TQM which are effective enough in understanding about the concept of enhancing quality and is fruitful for the companies also who are operating in the market. As per view of Juran quality is regarded as the fitness for use in terms of design, availability, safety and field use (Juran, 2009). Further, the viewpoint given by Juran incorporates the viewpoint of customer. Moreover, main stress is on top down management rather than worker pride and satisfaction. Apart from this, Juran has introduced 10 steps to quality improvement which are as follows: Toll Free No.+61 879 057 034 Instant provides best Australian assignment writing service
25,000 Assignment Delivered by IHA.COM.AU Building awareness of opportunity to modify
setting goals for improvement
Making plans to accomplish goals
providing training
carrying out projects to solve issues
Reporting progress
Giving recognition
Sharing results
keeping score
Maintaining momentum by making annual improvement part of systems on continuous basis. So these are the main steps with the help of which it is possible to enhance quality level and
provides base to organization in delivering high quality product to the target market as per their expectations. 2.5 Total Productive Maintenance (TPM) and Design For Manufacturing (DFM) As per view of Wireman (2004), total productive maintenance is considered as a holistic approach to equipment maintenance that strives to achieve perfect production. Main focus of total productive maintenance is on no breakdowns, no defects and no small stops. Furthermore, it supports business enterprise in enhancing operational efficiency of the business and its implementation develops shared responsibility of equipment which is effective enough in increasing productivity of the business (Wireman, 2004). Further, it supports in improving the effectiveness of the business by eliminating the wastage of time along with key resources required in the production process. According to Agustiady and Cudney (2015), TPM focuses on all aspects of production and incorporates maintenance in carrying out day to day operations of the firm. Apart from this, manufacturing design is also important in Total quality management, where, by choosing the appropriate design, it is possible for business to eliminate all the issues and defects in the product (Agustiady and Cudney, 2015). Also, it supports in development of effective design of products Toll Free No.+61 879 057 034 Instant provides best Australian assignment writing service
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25,000 Assignment Delivered by IHA.COM.AU 2.6 Role of TQM in enhancing functioning of companies As per view of Hung, and et. al., (2011) total quality management is regarded as one of the most effective tool which is adopted by every organization whether operating in any sector (Hung, and et. al., 2011). In short, it provides ample of opportunities to businesses and they can easily serve large number of customers as per their need and requirement. Further to this, ultimate objective of every business is to strengthen its customer base which can only be accomplished if right quality product is offered to the target market. Moreover, large number of companies are operating in the market but their objectives are similar such as to enhance profitability level, sales etc. Therefore, total quality management as a tool allows business to know actual requirement of customers which is fruitful for company in every possible manner. According to Tellis, G. and Johnson, J., (2007), firms operating in automobile sector carries out production on larger basis and to enhance quality of vehicles is a necessity for organization (Tellis and Johnson, 2007). Therefore, management of enterprise directly depends on TQM for enhancing quality level and it has supported in decreasing overall cost of production. Furthermore, it is a well known fact that competition level in the entire automobile sector is rising at faster pace where major players such as Honda, Maruti Suzuki, Hyundai etc are operating in the market and this has directly enhanced the need to improve quality of vehicles. On the other hand, due to presence of quality improvement tools, employees working in company have to apply lesser efforts in carrying out production process. So, this enhances their satisfaction level and acts as development tool for the enterprise. However, Flavian, Cristobal and Guinaliu, (2008) argued that customer satisfaction plays most important role in every sector and the objective to accomplish overall requirement of target market can be attained if quality improvement tools are undertaken by businesses and it supports in dealing with the sustainability issues which every enterprise face in the present era (Flavian, Cristobal and Guinaliu, 2008)). In addition, the overall role of TQM in the telecommunication industry has enhanced its significance at faster pace as compared with the past. Major leader operating in this market such as Vodafone uses total quality management tool where main stress is Toll Free No.+61 879 057 034 Instant provides best Australian assignment writing service
25,000 Assignment Delivered by IHA.COM.AU on delivering quality service to the target market and it has assisted company to deal with long term challenges. As per view of Valentine and Powers, (2009) to reduce overall cost associated with the business, this can be only accomplished if TQM as a tool has been applied in major operations of the business and this assist in gaining competitive advantage to business (Valentine and Powers, 2009). Moreover, brand image of company such as Vodafone is effective in the market and the reason behind is rise in quality level of services. Management of company has applied larger efforts in maintaining quality standards so that customers can be made brand loyal. TQM allows business to easily survive in the competitive market and in turn it becomes possible to grab opportunities present in the business environment (Testa and Sipe, 2006). It eliminates non confirmation along with repetitive work as many time it is possible that businesses has to face several issues if work is repeated and this consumes lot of time.
Therefore, it is the ultimate aim of every enterprise to enhance production level by saving cost and raising quality of the product. In short, the overall benefits and advantage provided by TQM as a tool are unique and it depends on every business and the ways adopted by them for taking advantage of quality management tool. According to Hensley and Utley, (2011) not only companies operating in automobile and telecommunication are adopting TQM but firm such as Tesco also focuses on quality of its products (Hensley and Utley, 2011). Company is well known in the market for range of food items it offers to its target market and they are highly differentiated. Therefore, TQM has supported in enhancing brand image of the firm and in near future can support Toll Free No.+61 879 057 034 Instant provides best Australian assignment writing service
25,000 Assignment Delivered by IHA.COM.AU to become leader in the market. TQM allows businesses to better understand need and requirement of customers which is must in the present era. On the other hand, purchasing power of consumers living in the society is increasing at faster pace and due to this reason they are ready to spend more income on quality products (Dubey and Gunasekaran, 2015). In short, due to availability of substitutes in the market customers are not ready to compromise in quality. Adoption of TQM as a tool builds brand image of firm in the competitive market and assist in dealing with the issues such as rejection of products due to low quality etc. Furthermore, enhancing production has also become necessary for every organization as it saves cost and increases profitability level. So, TQM is a most widely adopted tool for growth and development of firm. 2.7 Evaluation of TQM in different aspects Total quality management is the tool adopted by business enterprise for developing standardized products and it directly supports in accomplishing overall aim of the company. As per view of Mascio, (2007) it supports organization in gaining competitive advantage as high quality commodities are offered to the target market and this provides base to enterprise in sustaining in the competitive market for longer period of time ( Mascio, 2007). Further, quality improvement tools allow business to quickly respond towards the need and requirement of target market as it is well known fact that preferences of customers changes rapidly due to which it is necessary for every enterprise to enhance quality of its commodities (Moreno�Muùoz and et. al., 2007). Moreover, the production process carried out by every business whether operating in any sector is crucial in nature and the main motive of management is to raise quality by saving overall cost. Therefore, in this way this quality improvement tool is effective and enhances organizational performance. According to Ugboro and Obeng, (2000) main stress of TQM is on process improvement within the business so as to provide superior customer value and satisfying overall needs of the target market (Ugboro and Obeng, 2000). Also, it is a well-known fact that continuous improvement is required in every function of the company which is only possible when quality improvement techniques have been applied. In other words, it has direct relationship with business functioning and supports in strengthening relationship of company with those of its target market. It strongly focuses on key areas such as cost effectiveness, customer satisfaction, teamwork, training and education and defect Toll Free No.+61 879 057 034 Instant provides best Australian assignment writing service
25,000 Assignment Delivered by IHA.COM.AU free work. The results derived by applying TQM in major operations are beneficial for company and it assists to deal with several issues prevailing in the business environment. As per view Kapiki, (2012), TQM strongly focuses on organizational development and covers each and every area of enterprise which are associated with development of business (Kapiki, 2012). Apart from this, it is favourable for employees working in company as training is imparted to workforce so that they can apply efforts in carrying out business operations. Further, rise in knowledge level of employees enhances organizational productivity and this increases value of TQM in company. For this reason, it is necessary for every organization to maintain healthy relationship with its key suppliers so that goods can be supplied on time. Therefore, total quality management as a tool provides base to entity in maintaining supplier relationship and this saves overall cost by enhancing profitability level. However Ellis and et.al., (2007) argued that TQM can be better evaluated in terms of employee involvement as it encourages staff member of company to take part in major affairs of the business and in turn is beneficial in every possible manner (Ellis and et.al., 2007)). To retain valuable employees becomes easy for business by applying quality improvement techniques and in turn allow company to respond towards the need of the target market. On the other hand, every organization takes initiative so as to judge its overall performance in the market and this is possible only with the help of quality as it can be compared with those of competitors of the firm. Before purchasing any commodity, target market compares quality of different products and they are ready to pay even more price for that commodity. As per view of Alvarez and et.al., (2012), TQM as a tool allows firm to set benchmark on the basis of issues being faced by enterprise. Generally, criteria is set by every enterprise due to the challenges faced by management in its internal operations (Alvarez and et.al., 2012). Therefore, it is considered as one of the key benefit of applying total quality management in major operations. Apart from this, different elements of TQM are present which provides ample of opportunities to businesses (Approaches to Quality Improvement, n.d.). Generally, eight elements are present named ethics, integrity, trust, training, teamwork, leadership, communication and recognition. Any organization adopting TQM as a tool has to focus on all these factors for its growth and Toll Free No.+61 879 057 034 Instant provides best Australian assignment writing service
25,000 Assignment Delivered by IHA.COM.AU development. Generally, ethics is the understanding of what is good and bad within firm and it supports in knowing whether company complies with the laws and regulations or not. However, Ittonen, (2012) argued that through ethics it is possible for business to safeguard interest of its customers and is fruitful for business (Ittonen, 2012). Furthermore, integrity is linked with honesty and value of an individual present within the workplace. Moreover, TQM does not operate in an environment where staff members criticize each other. Apart from this, trust is also regarded as one of the crucial factor which assist in implementing TQM and it is necessary that employees’ presence within the workplace may have trust on each other and in turn better decisions can be taken which are associated with growth of company. Also, training is given high preference in total quality management where staff members are rendered training so that they can take better decisions and can develop skills such as decision making, problem solving etc. In short, the employees of large organizations such as Toyota, Vodafone etc are highly satisfied as they are provided training on continuous basis.
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As per view of Ellis and et.al., (2007), teamwork is also an important element of total quality management where by working in teams, staff members can better perform and they can Toll Free No.+61 879 057 034 Instant provides best Australian assignment writing service
25,000 Assignment Delivered by IHA.COM.AU carry out operations keeping in view ultimate goals and objectives of enterprise ( Ellis and et.al., 2007). Moreover, it is possible to generate better ideas for smooth functioning of the business. Leadership is also regarded as significant element of TQM as effective leaders can enhance motivation level of staff members and they can actively participate in business affairs. Apart from this communication it is important to take proper advantage of TQM, it is necessary to pass information in different ways and through this major issues within the workplace can be resolved easily. Further to this, recognition is the last element which acts as catalyst and encourages staff members to work hard. Therefore, it is the duty of management to appreciate its workforce so that they can apply higher efforts in raising quality of products. 2.8 Benefits of implementing TQM to firms in different sectors As per view of Kapiki, (2012) large number of benefits can be obtained by businesses by applying TQM in their major operations. The key benefit is rise in level of quality and this makes product of company highly differentiated. Further, it allows business to become leader in the market and can assist in grabbing opportunities present in the market (Kapiki, 2012). Moreover, main motive of every business is to enhance customer satisfaction which can only be attained if right quality product is delivered to the target market. Gaining trust and confidence of target market is necessarily required by every organization and this can only be attained if initiatives are taken by management for raising quality of commodities and this is favourable for company. Companies operating in automobile sector such as Toyota, Honda are obtaining advantage of organizational development by managing quality as through this, mistake in business processes can be eliminated easily and it leads to efficient production. However Tellis and Johnson, (2007) argued that flexibility is regarded as one of the key benefit of total quality management as it focuses on creation of departmental teams so as to encourage knowledge between different departments of company Tellis and Johnson, (2007). Apart from this it also encourages flexibility in maintaining cost competitiveness. On the other hand, companies operating in telecommunication sector have applied TQM so that they can deliver quality service to valuable customers. In addition, every customer has high expectation from company and this can be easily met when TQM as a tool is applied in business processes. Generally, Toll Free No.+61 879 057 034 Instant provides best Australian assignment writing service
25,000 Assignment Delivered by IHA.COM.AU many companies have to deal with the issue of defects and rejection of products due to poor quality and this has adverse impact on their brand image. So, total quality management as a tool allows business to reduce situation of rejection of goods up to extent. As per view of Hensley and Utley, (2011), measurement of quality becomes quite easy when TQM is applied and management can easily know about the quality level of its range of commodities (Hensley and Utley, 2011). Continuous improvement is required by every enterprise whether operating in retail, automobile, telecommunication, coffee industry etc. Company such as Tesco has adopted the system of continuous improvement through TQM and it is one of the main reason behind success and growth of enterprise in the market.
This is a report sample on Total quality management of Tesco,Toyota and Vodafone. For complete Assignment Kindly Contact us: help@instantassignmenthelp.com.au At present, Tesco is considered to be the leader in retail industry and majority of its customers are brand loyal. Therefore, this has supported enterprise in gaining competitive advantage and has enhanced internal strength of the management. Benefits of applying TQM in business operations are present in large amount and it cannot be measured in any terms. Furthermore, it supports firm in taking corrective actions after the issue faced by enterprise is determined and in turn condition such as wastage of financial resources can be handled easily. According to Tellis and Johnson, (2007), TQM provides base to the company in providing training to the staff members so that they can better understand about concept of TQM and its benefits to the business. Moreover, each and every employee is involved at the time of carrying out business operations and their active participation allows business to gain competitive advantage. Apart from this, employee involvement along with empowerment is beneficial for company as through this, Toll Free No.+61 879 057 034 Instant provides best Australian assignment writing service
25,000 Assignment Delivered by IHA.COM.AU their motivation level can be enhanced and they can easily know about the concept of TQM for enhancing quality of its products (6 Advantages of Total Quality Management TQM, 2015). One of the key advantage of TQM to companies is benchmarking, as through this, firms can easily measure themselves against the best industry practices. Further, time to time it can be known if best practices for enhancing company performance are present or not. Generally, benchmarking is a tool of distinguishing an organization's effort with the best performance in the field and it assist enhancing the organizational performance in short period of time. However Valentine and Powers, (2009) argued that benchmarking is regarded to be the most effective tool through which continuous improvement is possible and it assist in gaining competitive advantage. Apart from this, expectations of target market in terms of quality has enhanced due to which management of every enterprise has to apply higher efforts in each and every business operation (Valentine and Powers, 2009). In every business enterprise, quality department has been developed whose main objective is to manage quality of commodities for the development of organization and for accomplishment of this aim TQM is widely applied in business operations and in turn acts as development tool. As per view of Mascio, (2007) decision making becomes quite easy when quality management tools are applied by management and due to this reason its significance is increasing at faster pace within the company. Savings in overall cost of production has encouraged more businesses to choose quality management tool as through this profitability level can be enhanced easily. Therefore, these are some of the key benefits of adopting TQM within the workplace so that value of overall operations being carried out can be increased easily. On the other hand, to deal with condition of rise in competition level in the market, enhancing quality is only one of the best way through which challenges faced by company can be managed easily. Furthermore, to solve different type of business problems it is required to adopt the concept of TQM as through this, best possible solutions can be identified easily. In shorter terms, it can be said that in the modern era, companies having positive brand image are enjoying the benefit of TQM and through this staff members have to apply lesser efforts in business operations. According to Valentine and Powers, (2009), TQM supports firm in accomplishing the objective of optimum Toll Free No.+61 879 057 034 Instant provides best Australian assignment writing service
25,000 Assignment Delivered by IHA.COM.AU utilization of resources and the major one such as financial, technological, human etc can be properly utilized for the benefit of company. It boosts innovation and product development becomes easy (Valentine and Powers, 2009). Organization such as Toyota make changes in its product range on time and the reason behind same is implementation of TQM in crucial operations and this is allowing company to satisfy the need of its target market in appropriate manner as per their expectations. TQM directly assists firm in gaining competitive advantage as through this. business enterprise can easily highlight unique features of its product range. Moreover, due to rise in competition level expectations of target market from company is increasing and due to this reason it is required for organization to enhance quality level of entire range of commodities. As per view of Pereira-Moliner and et.al., (2012) total quality management allows business to quickly respond towards the changing need and requirement of target market and in turn it becomes easy to grab overall opportunities present in the business environment. In short it acts as development tool for business and management can easily deal with the issues present in the business environment (Pereira-Moliner and et.al., 2012).
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Further, TQM is beneficial for internal operations of organization also as it enhances employee morale and they are able to learn new things which is associated with the development of the business. However Testa and Sipe (2006) argued that there are some disadvantage of applying Toll Free No.+61 879 057 034 Instant provides best Australian assignment writing service
25,000 Assignment Delivered by IHA.COM.AU TQM in the major operations of the organization which involves that major change is required in the culture of enterprise and it is well known fact that to bring change in culture of enterprise is a little bit difficult as it affects each and every area of enterprise. Implementation of total quality management demands planning, time along with resources and in case if proper planning is not done then it causes TQM to fail (Testa and Sipe, 2006). Moreover, quality is regarded to be expensive and it can only be implemented when additional training is provided to each and every individual working in the organization. Therefore, to provide training is also expensive for entity and even in many cases it is possible that some organizations are not able to afford training needs of the staff members which is unfavourable for organization. According to Ugboro and Obeng (2000) sometime it is possible that TQM may discourage continuity and innovation. Further, in every organization it is necessary to implement new ideas with the aim to increase productivity and TQM prevents from applying innovative tools in carrying out business operations. All these limitations sometime prevents organization from applying total quality management as a technique in major operations. Further, it is necessary for management to consider disadvantage of TQM before implementing it in the workplace as it can have adverse impact on the overall operations carried out by company (Ugboro and Obeng, 2000). Apart from this, evaluation must take place on continuous basis and management must ensure whether benefits derived after implementing TQM within workplace are up to the mark or not. Further, to gain customer loyalty is one of the main aim of each and every business enterprise and this can be attained when larger efforts are applied by management in enhancing the quality of product range and in turn increases the sales of firm. Therefore, this has supported in increasing overall importance of TQM in every organization and is most commonly adopted tool through which customer satisfaction can be enhanced easily. In short, businesses can easily enhance market share along with profitability by improving quality in entire range of commodities which is must in the modern era (Pereira-Moliner and et.al., 2012). Large number of benefits are present which can be obtained by firm after implementing TQM within the workplace and it directly acts as development tool. One of the key advantage is that it strengthens competitive position of enterprise where business is easily able to beat its major Toll Free No.+61 879 057 034 Instant provides best Australian assignment writing service
25,000 Assignment Delivered by IHA.COM.AU competitors in the market and in turn enhances overall position in the market. It enhances overall productivity of enterprise which is regarded as one of the main objective of enterprise behind carrying out overall operations in the market. Rise in level of profitability is also regarded as main benefit of adopting TQM within the workplace and high quality encourages target market to purchase products on continuous basis and this allows business to earn higher profits (Tellis and Johnson, 2007). Enhanced stakeholder value is also one of the key benefit of applying TQM within the workplace where each and every stakeholder of enterprise can be satisfied easily and it improves brand image also. Elimination of defects is also another main advantage of applying TQM where defects and other type of issues associated with commodity can be easily reduced and it decreases the chances of wastage in production process. As per the view of Mohanty (2008), organizations such as Vodafone can implement TQM in areas such as customer service representation and operations. Furthermore, it is a process of teleservice in which the representative of Vodafone will be required to handle the doubts, concerns and queries. The employees are required to provide with training and development program to improve quality. One of the major benefit of implementing TQM in customer service representation is that it will help the company to gain higher degree of customer satisfaction and will also help in increasing the sales of the brand (Mohanty, 2008). On the other side of this, TQM in operations will support in rising the product and services quality. These are the major areas in which TQM can be implemented and the quality can be improved. Some of the tangible benefits of implementing TQM within the workplace are:
It enhances product quality
Increases productivity of the business enterprise
Reduces quality cost which is one of the main aim of company
Enhances profitability level of the organization
Increases market shares and company can become leader in the market.
Quality of conformance It is regarded as the level of quality of product being actually manufactured by company and Toll Free No.+61 879 057 034 Instant provides best Australian assignment writing service
25,000 Assignment Delivered by IHA.COM.AU delivered with the help of production or service process of the firm as per specification. In case when quality of commodity conforms to the specification then quality of conformance is said to be excellent and vice versa. It supports in identifying the extent to which product design along with its attributes meets with the standards being set. As per the view of Azarov, (2009) quality of conformance is the ability of the commodity, service with the motive to meet design specification. It is considered as an interpretation of what the consumers need. Further, any commodity having quality of conformance may not be perceived by customer as being an acceptable product. By undertaking this concept it is possible for every business enterprise to operate efficiently in the market and can act as development tool for the entire organization in every possible manner. Fitness for use
This is a report sample on Total quality management of Tesco,Toyota and Vodafone. For complete Assignment Kindly Contact us: help@instantassignmenthelp.com.au Ellis and Castle, (2010) has explained that By apply quality improvement tools it is possible for every business to ensure that its product is fit for use and is capable enough in satisfying need of its target market. Further, main focus of every organization is on enhancing quality of its products and due to this reason fitness for use concept is effective enough in raising quality standard of the commodity which is being offered to target market. According to Harung, (2010) this concept is appropriate for business organizations who are applying larger efforts in enhancing the quality level of the product which is being offered to them in the market. In short, it acts as development tool for the entire company and allows to become leader in the market. Eight dimensions of quality Toll Free No.+61 879 057 034 Instant provides best Australian assignment writing service
25,000 Assignment Delivered by IHA.COM.AU Concept introduced by David Gravin focuses on key dimensions of quality which directly assists in product quality management. Further, it supports in identification of major areas where product quality can be enhanced and in turn customers can be easily attracted. Dimensions of product quality management are as follows:
Performance: It is regarded as one of the main dimension and it takes into consideration key attributes which are measurable features, brands can usually be ranked objectively on the individual aspect of performance. Therefore, due to this basic reason this dimension is regarded to be most important and it enhances overall performance of business in the market.
Features: They are regarded as the additional features that can enhance overall appeal of the commodity and in turn supports in providing remarkable experience to the target market.
Reliability: It is based on the assumption that product will not fail within a specific time period. It is regarded as one of the key element for users who requires commodity to work without fail.
Conformance: It is considered as the precision with which the product or specific service meets the specific standards.
Durability: Through this dimension it is possible to measure the length of the product life and in case if commodity is repaired then estimated durability of the product becomes much more complicated. It is possible to use any specific commodity until it is regarded to be no longer economical. This takes place when the repair rate and the other type of cost associated with product rises.
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Serviceability: It is regarded the actual speed within which the entire product can be put into service in case when it breaks down as well as competence along with the behaviour of the service person.
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Aesthetics: it is regarded as the subjective dimension which represents the kind of the response a specific user has to a product. Further, it supports in knowing the individual personal preference.
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Perceived quality: It is considered as the quality attributed to a particular good or service and relies on the indirect measures. So, these are the eight main dimensions of quality proposed by David Gravin which helps in
knowing how companies manages its product quality with the motive to enhance overall satisfaction level of the target market. Further, it allows business to gain competitive advantage and supports to deal with the major challenges being present in the business environment. As per the view of Dale, Van Der Wiele and Van Iwaarden, (2013) all these dimensions are customer focused where main stress is on satisfying the need of target market in efficient manner and in turn it acts as development tool for the enterprise. Apart from this, every business enterprise has applied larger efforts with the motive to ensure that they are able to deliver product which well suits with their requirement and it is profitable for the business in every possible manner. Concept of performance Miller, (2009) has explained that One of the main reason behind implementation of TQM in business practice is to enhance overall performance of firm in the market. Further, it is one of the main aim of every enterprise to operate efficiently in the market and for the same large number of efforts are applied. TQM directly enhances overall performance of business in the market where customers can be easily satisfied by delivering product as per their requirement. Further, it is well Toll Free No.+61 879 057 034 Instant provides best Australian assignment writing service
25,000 Assignment Delivered by IHA.COM.AU known fact that business performance is associated with overall satisfaction level of the target market. By focusing more on the concept of TQM it is possible for business enterprise to enhance overall performance in the market and supports to deal with the range of challenges being present in the business environment. However argued that Lagrosen, (2003) the market where organization operates is full of competition due to which taking corrective actions for improving overall performance is must and it is fruitful for business in every possible manner. Further, improvement of overall quality in the product allows business enterprise to attract large number of customers and in turn allows to gain competitive advantage. Apart from this, company can easily deal with the range of sustainability issues faced and can allow to enhance market share along with profitability of the business which is regarded as one of the main motive of company behind carrying out operations in the market. Therefore, in this way implementation of quality improvement tools enhances business performance in the market and has positive impact on brand image of company also. Failure of TQM There are many companies operating in the market who have failed to implement TQM in major operations and it has lead to decline in level of customer satisfaction which is unfavourable for business. As per the view of Fitzsimmons and Fitzsimmons, (2000) apple was one of the organization where failed to implement the concept of TQM at the time when Iphone 4 was launched by business enterprise. Further, company was on the verge of losing control in the device market when it became quite clear that customers were facing issues at the time of making a call using the much anticipated iphone4. Further, calls were dropped and it frequently lead to decline in level of customer satisfaction and due to this reason company has to deal with large number of challenges in the market. Armistead and Clark, (2004) has asserted that company like Apple was adversely affected due to quality issues and corrective actions were taken by management so as to resolve this issue up to extent. On the other hand in the year 1970 Ford motor was also one of the company who failed to implement total quality management system in its major operations. Further, business enterprise decided to spend large amount in complying with the actual requirement of its customers by offering them right kind of product (Groocock, 2000). But due to failure in Toll Free No.+61 879 057 034 Instant provides best Australian assignment writing service
25,000 Assignment Delivered by IHA.COM.AU implementation of TQM organization was unable to work on the system and it lead to decline in overall performance of firm in the market. Therefore, these are the two main companies who have failed to implement the system of TQM and due to this reason they have to face large number of challenges associated with decline in satisfaction level of target market and other type of barriers which can influence overall performance of business in the market where operations are being carried out. Full proofing system as per the view of Oliver, (2010) Poka Yoke is a Japanese term which is most commonly used in total quality management with the motive of mistake proofing. It can be any mechanism in lean manufacturing process with the help of which main mistakes associated with the production process can be easily avoided and is beneficial for business in every possible manner. Further, by identifying all the major mistakes associated with manufacturing it is possible for organization to enhance satisfaction level of its target market and can allow business to enhance its internal strength which is considered as one of the main motive of business. The concept of Poka yoke has gained significance in the modern era and the entire production system of business totally depends on this concept. Stevenson,and Hojati, (20070 has evaluated that it becomes easy for business enterprise to operate efficiently in the market in case when higher efforts are applied for detecting errors in the product and in turn commodity is delivered to target market with zero defects. In short it can assist business to attract its customers for longer period of time and can act as development tool which is also fruitful for organization. Therefore, in this way the entire concept of Poka Yoke is beneficial for business and can be easily implemented.
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CHAPTER 3: RESEARCH METHODOLOGY 3.1 Introduction It is the next important chapter of the dissertation which provides idea regarding tools and techniques employed for conducting research in an effective manner. Further to this, selection of techniques directly depends on the type of research and in case when wrong tools are selected then chances of obtaining expected results directly decreases (Noble and Bestley, 2011). In the present study, various research methodological tools have been selected keeping in view overall aims and objectives of the research. In short it has supported in accomplishing aims of the research and in turn has enhanced efficiency of the study.
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Illustration 1: Research onion (Source: Creswell and Clark, 2007)
3.2 Research philosophy Research philosophy is regarded as the value and belief of investigator towards the application of results of the study in different context. Through selection of effective philosophy it is possible to identify the technique of data analysis and the main aim behind conducting research can be known easily. Two types of research philosophies are present namely positivism and interpretivism. For conducting the present study interpretivism as a philosophy has been employed through which aims and objectives of research can be attained easily. Moreover, the ultimate reason Toll Free No.+61 879 057 034 Instant provides best Australian assignment writing service
25,000 Assignment Delivered by IHA.COM.AU behind selection of this philosophy is that it is subjective in nature and is associated with reality of study (Marsh and White, 2006). Interpretivism as a philosophy is based on the perspective that investigator plays role of human actor and it can be known the overall influence of total quality management on performance of Toyota, Vodafone and Tesco. Through this philosophy it becomes easy to identify the basic difference between human in their role as social actor. Apart from this, the main reason behind selection of positivism as a philosophy it does not highlights the truth regarding how things are and is quantitative in nature rather than qualitative. 3.3 Research approach Research approach is directly associated with the course with the help of which entire research can be carried out in proper manner. Furthermore, by employing appropriate tool it is possible for researcher to take correct decisions which are linked with research methods and this can support in attaining expected results. Two type of research approaches are present namely inductive and deductive (Takhar-Lail and Ghorbani, 2015). Inductive approach is associated with the observation and theories which focuses towards the end of study as a result of anin-depth analysis of the research. On the other hand, deductive approach is linked with development of hypothesis which is a resultant from the proposition of theory. In this type of approach, results are derived from premises and it takes place with the expected pattern which is tested against observation. For conducting the present study inductive approach has been used where research has been carried out from point view of specific companies such as Toyota, Tesco and Vodafone. Main stress is on identifying the role of TQM in enhancing performance of all these companies. In this type of approach, results move from specific to general and it is one of the main reason behind selection of this approach (Amelina, 2012). On the other hand, deductive approach is not at all beneficial for the present study as in this approach results are in generalized form which is not applicable in case of present research. Therefore, with the help of this, it can be said that inductive approach employed for present research is appropriate and can easily enhance reliability of the study. Toll Free No.+61 879 057 034 Instant provides best Australian assignment writing service
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3.4 Research design Research design is regarded as the systematic plan with the help of which problem associated with the study can be identified easily. For conducting study in appropriate manner it is necessary to adopt appropriate research design so that expected results can be gained easily. Also, different type of research designs are present which are used in the study and it involves exploratory, descriptive, experimental and casual (Silverman, 2013). Descriptive research design focuses on providing description of the topic which has been selected for conducting research. Experimental as a design assist in doing experiments where new ideas can be generated easily. For conducting the present study, case study research design has been adopted through which it is possible to better understand the impact of total quality management on performance of different companies such as Toyota, Tesco and Vodafone, UK. In short, research can be carried out thoroughly by applying descriptive design and it can enhance validity of the study. On the other hand, other research design such as exploratory is not suitable for the present research as through this, new ideas can be explored which is not applicable in case of this research. The ultimate reason behind selection of descriptive design is that through this it is possible to conduct research in appropriate manner and description of the topic can be provided easily. Case study analysis has been used in the present research as study is based on case. Toll Free No.+61 879 057 034 Instant provides best Australian assignment writing service
25,000 Assignment Delivered by IHA.COM.AU The article developed by Yin in relation with the case study strategy is effective where in many conditions it supports in contributing to knowledge of individual, group, organization and the other phenomena linked with it. As per view of Yin (2004), case study are found in economics in which structure of a particular economy is investigated with the help of this method. Further, it assists in understanding about the complex social phenomena. It allows researcher to retain the holistic along with meaningful features of real life events such as organizational and managerial processes, international relations etc. As compared with other strategies, case study as a strategy is most effective as it is considered as one of the most effective way of doing casual inquiry. One of the most appropriate views of different strategies is inclusive along with pluralistic one (Yin, 2004). Further, each strategy can be used for three purposes which are descriptive, explanatory or exploratory. However Silverman (2010) argued that selection of different type of research strategies relies on type of research questions being developed, extent of control an investigator has over actual behavioural event and the degree of focus on contemporary as opposed to historical events. Preparing appropriate research questions in every study is regarded as most important and by forming them in most appropriate manner, it is possible to accomplish overall aim along with the objectives of the study. The article published by Yin has represented four applications for a case study model which involves explaining complex casual links in real life intervention, describing the real life context in which intervention has taken place, describing the intervention itself and exploring situations in which intervention are being evaluated has no clear set of results. Apart from this, it is possible that variation within case study as a research strategy may be present and it takes into consideration both single and multiple case studies (Silverman, 2010). Further, some fields such as public administration along with social science have tried to distinguish sharply between two approaches. It is possible that case study strategy can be limited to quantitative evidence. As per view of Shuttleworth (2015) case study as a strategy must not be confused with the qualitative research where this technique follows ethnographic methods and supports in satisfying two basic conditions which are detailed observation of the natural world conditions and attempt to Toll Free No.+61 879 057 034 Instant provides best Australian assignment writing service
25,000 Assignment Delivered by IHA.COM.AU avoid prior commitment to any theoretical model. In this way, case study as a research strategy is most effective for the study (Shuttleworth, 2015). One of the main reasons why case study as a design is adopted is because it is possible to know the real impact of applying TQM in key operations of the three companies which are Tesco, Toyota and Vodafone. All these three companies have undertaken the concept of TQM and it has been applied within the workplace so as to deliver large number of products along with services to target market. In case of company like Vodafone TQM has been applied in the customer care representative department of enterprise through which target market is delivered better services. Also, in Toyota, TQM has been applied in the production department so that high quality vehicles can be manufactured easily as per expectations of target market. Further, in case of Tesco this tool has been applied in the area of customer care so that high quality products can be delivered to target market as per their expectations. These are some of the main areas where business has implemented the concept of Total quality management and in turn it has supported business to operate efficiently in the market and overall opportunities can be grabbed easily.
This is a report sample on Total quality management of Tesco,Toyota and Vodafone. For complete Assignment Kindly Contact us: help@instantassignmenthelp.com.au 3.5 Research choice Research type supports in knowing the nature of the research on the basis of which tools and techniques are selected for conducting study. Further, it is required for investigator to determine the Toll Free No.+61 879 057 034 Instant provides best Australian assignment writing service
25,000 Assignment Delivered by IHA.COM.AU research type in advance so that study can be carried out accordingly. Two type of studies are present namely qualitative and quantitative (Peffers and et. al., 2007). The present study being carried out is of qualitative type where data is present in non-numeric form. Further to this, the main reason due to which this study is not of quantitative nature is that information is not present in numeric form. This research supports in understanding about different opinions and reasons behind carrying out research. Furthermore, through this study, better understanding is possible and supports in knowing how respondents derive meaning from their surroundings. Therefore, in this way it can be said that the research type selected for the present study is appropriate and with the help of this aims and objectives of research can be accomplished in appropriate manner as expected. Qualitative research supports in gaining better understanding with the help of firsthand experience and truthful reporting. Further, it assists in knowing how participants in the study derive meaning from their surroundings and how meaning of the same influences their behaviour. Moreover, observations are used with the motive to collect data and it assists in generating in-depth description of the enterprise or event with the aim to acquire information. Qualitative research does not introduce treatments or manipulate variables. On the other hand quantitative research takes into consideration survey and customer questionnaire and it is associated with taking advice from respondents in relation with the research problem. It helps in identifying the relationship between two variables present in a given set of population. Quantitative research can be either descriptive or experimental. Therefore, these are some of the major difference in qualitative and quantitative research. Further, for conducting both primary and secondary information is collected where primary information is collected for the first time and not used in any other research. Further, secondary information is acquired with the help of books, journals and online articles associated with the study. For conducting the present research only secondary sources have been adopted such as books, journals which are associated with total quality management. 3.6 Data collection Data collection is one of the most important part of the study where information is collected from the sources present in order to accomplish aims and objectives of the research. Generally two Toll Free No.+61 879 057 034 Instant provides best Australian assignment writing service
25,000 Assignment Delivered by IHA.COM.AU sources are present with the help of which information can be collected easily and it involves both primary and secondary sources (Marczyk, DeMatteo and Festinger, 2005). Through primary source information is collected for the first time and it is not used in any other research. Also, for collection of primary information, tools such as questionnaire, interview etc are used which are effective. On the other hand secondary sources are also present through which effective information is obtained and it involves books, journals and online articles. For conducting the present research only secondary sources have been considered as views different authors have been obtained which can provide proper information to the study. Further, for collection of secondary information various books, journals and online articles have been referred as this has supported in providing base to the entire research. Therefore, with the help of this it can be easily said that both the sources of data collection considered are appropriate and they can definitely support in obtaining fruitful results. 3.7 Sampling Sampling is regarded as the technique of studying from a few selected items instead of entire big number of units. In every study it is necessary to select appropriate sample size so that adequate amount of information can be gained through which aim of the study can be accomplished (Patton, 2005). It is considered as a most important feature of research methodology and it relies on the adoption of most suitable sample size. Generally, sampling is segregated into two parts which are probabilistic and non-probabilistic. By accomplishing subset in the population crucial elements in the research can be developed easily. In the present study information has not been collected from the primary sources due to which it is not possible to select sample size. Only secondary sources have been used for which it is not required to select sample size. 3.8 Data analysis Data analysis is one of the most important part of the study as it directly supports in gaining expected findings. In the present study, information has been gathered from primary sources and data has been analysed so as to know the real impact of total quality management on overall Toll Free No.+61 879 057 034 Instant provides best Australian assignment writing service
25,000 Assignment Delivered by IHA.COM.AU performance of Toyota, Vodafone and Tesco. Two techniques of data analysis are present which are qualitative and quantitative (Silverman, 2010). In qualitative technique different themes are formed which represents overall response given by the respondents on the basis of which expected results can be obtained easily. This technique supports in carrying out the study thoroughly and chances of deviation decreases. On the other hand, quantitative technique is also present where statistical tools are used for analysing information such as mean, mode, median etc. Selection of appropriate technique for data analysis directly depends on the nature of research as wrong selection of tool reduces efficiency of the study and vice versa. For conducting the present research, data has been analysed by using qualitative technique where secondary information has been analysed by forming different themes and in turn it can be known whether total quality management has direct impact on operations of companies such as Vodafone, Toyota and Tesco. Data is present in non-numeric form which is the main reason behind selection of qualitative analysis as a tool. It has directly supported in enhancing efficiency of the study and in turn it is possible to obtain fruitful results which are necessary for the present research. 3.9 Reliability and validity Research reliability plays very important role as it supports researcher in eliminating any kind of inconsistency and dissimilarity linked with the research which directly acts as hurdle in attaining aims and objectives of the study. Further, reliability also plays significant role as it supports researcher to carry out all the experiments associated with research in proper manner and main focus is on uniformity of outcomes and safety of standardization (Creswell and Clark, 2007). It is the first and foremost duty of investigator to ensure that entire study is reliable and valid too. On the other hand, with the help of research validity it is possible to determine the exactness from the attained aims and objectives so as to develop proper sequence of the study. While conducting the present research various measures have been taken by investigator so that issues linked with reliability and validity may not arise. Researcher has mainly focused on different tasks associated with the research such as data analysis, collection, approach etc. Further, by focusing on key activities of study researcher has managed to enhance reliability Toll Free No.+61 879 057 034 Instant provides best Australian assignment writing service
25,000 Assignment Delivered by IHA.COM.AU of the research. Therefore, with the help of this it can be easily said that entire study is reliable and has been carried out as per proper format. On the other hand, present research is valid also as secondary information published before the year 2000 has not been taken into consideration which can reduce its validity. Apart from this, secondary information has been thoroughly analysed before taking into consideration so that research may not deviate from its path. Therefore, through this it can be stated that by dealing with reliability along with validity issues aim of the research can be accomplished easily. 3.10 Ethical consideration In order to carry out research in proper manner it is necessary to consider ethical challenges so that corrective actions can be taken well in advance for the beneficial of research (Peffers and et. al., 2007). To deal with the ethical issues researcher has taken precautions in advance so that reliability of the entire research can be easily enhanced with the help of this. In the present research, no such ethical issues are present as primary information has not been collected and entire research depends on secondary information. Entire range of data collected has been stored in proper manner so that other parties may not access it. Therefore, this can be only ethical issue in the present study for which researcher has taken corrective actions in advance. 3.11 Research limitations At the time of conducting research, investigator has to face many issues as it is well known fact that no study is free from biasness in spite of various actions taken. Limitations directly affect efficiency of the study and in turn it becomes difficult to accomplish overall aim of the research (Marsh and White, 2006). Time is the major limitation in the present research as investigator has obtained secondary information with the help of books, journals and online articles due to which time required for conducting research increased. Apart from this, the study is only limited to specific companies such as Tesco, Vodafone and Toyota and TQM as a concept is applicable on each and every organization. Therefore, these are some of the main limitations of the present study.
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CHAPTER 4: DATA ANALYSIS 4.1 Introduction It is regarded as one of the most important part of the study where information gathered is analysed so as to gain appropriate findings with the help of this. Two techniques of data analysis are present which are used in the research namely qualitative and quantitative. In case of qualitative technique various themes are formed for analysing information and it supports in knowing the overall response provided by the target market. On the other hand, when quantitative technique is used then statistical tools are adopted such as mean, mode and median with the help of which it becomes easy to analyse information. Considering the present study qualitative method has been adopted where different themes have been formed on the basis of secondary analysis and in turn it has enhanced overall efficiency of the research. 4.2 Thematic analysis Theme 1: TQM has delivered large number of benefits to businesses Collection of secondary data has shown that implementation of total quality management in major operations of the organization has supported in providing large number of benefits to companies such as Toyota, Tesco and Vodafone. As per the view of Azarov, (2009) all these organizations have undertaken concept of total quality management and this has assisted in enhancing the quality level of the commodity which is being offered to the target market. In short, it has acted as development tool for the every organization where raising quality of the product or service being delivered can be enhanced easily. Further, it is providing base to every company in complying with the actual need and requirement of its target market. Moreover Bolton and Heap, (2008) argued that market is highly competitive where operations are being carried out and due to this reason adoption of total quality management as a concept is must for business. Vodafone has adopted this concept in its customer service representation department whose main stress is on solving customer queries and providing them proper response so that overall satisfaction level of Toll Free No.+61 879 057 034 Instant provides best Australian assignment writing service
25,000 Assignment Delivered by IHA.COM.AU target market can be enhanced easily which is also profitable for business enterprise. Moreover Ellis and Castle (2010) stated that through this enterprise is able to solve queries of target market and in turn they are provided 24*7 hours assistance. Due to this specific reason, majority of the customers are brand loyal towards the range of service being offered by Vodafone and firm is able to survive in the competitive market. Further, it is well known fact that customer service department of every enterprise carries out different operations which are quite crucial and through adoption of total quality management as one of the main technique customers are delivered appropriate services which may be above their expectation level. Apart from this, expectations of target market changes from time to time and due to this reason companies are quickly adopting total quality management as a tool and it can be regarded as one of the main aim behind success of firms in the market.
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Accoridng to Harung, (2010) company like Toyota which is regarded as leader in the automobile sector has adopted concept of Total quality management. Company is indulged into practices of manufacturing vehicles which is of high quality and the reason behind same is adoption of quality management tool. Moreover, expectations of customers of Toyota are also high where every individual is interested in purchasing products which are of high quality and through this, Toll Free No.+61 879 057 034 Instant provides best Australian assignment writing service
25,000 Assignment Delivered by IHA.COM.AU their satisfaction level enhances. Therefore, it is acting as a development tool for the entire firm and Toyota is able to survive in the competitive market for longer period of time. Howevr argued that Alexander, (2013) the entire production process carried out by Toyota is associated with growth of firm in the market where operations are being carried out and this has assisted company in meeting with the challenges faced such as those linked with quality etc. In short, Toyota is able to achieve overall aims set by the management and it is assisting to become leader in the market where ample of opportunities are present. As per the view of Dale, Van Der Wiele and Van Iwaarden (2013) in company like Tesco, total quality management is applied in the area of customer care so that enterprise can easily meet with the expectations of target market. Tesco is operating in the market where competition level is quite high and due to this basic reason organization has employed technique of total quality management with the help of which high quality service is delivered to the target market as per their expectations. In short, it has allowed Tesco to gain competitive advantage and company is being able to grab large number of opportunities which are present in the business environment. Has explained that Miller, (2009) it is regarded as one of the key area where Tesco has implemented the concept of total quality management and it is providing favourable results to business in every possible manner. Therefore, obtaining secondary data has supported in knowing that TQM is providing large number of benefits to organizations such as Tesco, Toyota and Vodafone. In short, all the objectives set by businesses are accomplished by undertaking the concept of quality management. Furthermore, it is possible to identify the major areas where major cost can be saved and in turn businesses can enhance its profitability level in short period of time. Theme 2: TQM concept has supported in prevention and detection of errors Analysis of secondary information has shown that organizations which are applying total quality management as a technique in their major operations are able to detect errors present with the product and through this it is possible for them to operate efficiently in the market. Cowan and Anthony, (2008) has explained that this concept supports in eliminating the major errors linked with Toll Free No.+61 879 057 034 Instant provides best Australian assignment writing service
25,000 Assignment Delivered by IHA.COM.AU the production process and through this, right product can be delivered to target market as per their expectations and actual needs. In short, it has acted as development tool for the enterprise where time required in manufacturing product or delivering any kind of service to target market has reduced to extent. Howver Kumar and Kumar, (2008) argued that Apart from this, it is providing ample of opportunities to businesses as every organization has to face many challenges especially at the time of rendering service to its target market due to presence of defects etc. Therefore, to prevent errors has become much easier for business and companies such as Toyota, Tesco and Vodafone for they are enjoying the real benefits of implementing quality improvement tool in its major practices. On the other hand Lagrosen, (2003) explained that the practice of TQM has supported in identifying the areas where company is not performing better and corrective actions can be taken by management for the same. Further, Toyota carries out production process on larger platform and detection of error is must for business. Through this, enterprise is able to deliver best quality product to its target market which is above expectation level of target market. Moreover, it is enhancing internal efficiency of company to deliver appropriate products to customers. In short, detection of errors has saved overall cost of delivering products and services to target market and it is having positive impact on performance of companies in the market. As per the view of Oakland and Morris, (2013) concept of detection and prevention is effective as through this companies are able to face the unfavourable stages such as rejection of product or service due to errors. Further, it is associated with brand image of company in the market also where applying concept of total quality management has supported organizations such as Tesco, Vodafone, Toyota etc to deal with the large number of challenges present in the business environment and firms are able to deliver high quality services. Oliver, (2010) has asserted that v Detecting errors has also saved overall time in rendering product to the target market and it has enhanced level of customer satisfaction also.
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Theme 3: TQM has allowed businesses to gain competitive advantage Information gathered with the help of secondary sources has supported in knowing that technique of quality improvement has assisted companies in gaining competitive advantage. Toyota has applied TQM in its major practices such as in production process where it is possible for firm to determine the best possible ways of enhancing quality issues and no such issues are arising those linked with quality. As per the view of Stevenson and Hojati, (2007) firms are receiving positive response from the target market where they are highly satisfied with the type of product or services delivered to them. Some of the key tangible benefits of applying TQM in major operations of enterprise involves rise in market share along with profitability, decreases quality cost and boosts brand image in the market. Wheelen and Hunger, (2011) has explained that All such benefits are the ultimate goal of every business and same can be attained if management is applying higher efforts in carrying out overall operations in the market. Moreover, expectation of every type of customer is to purchase product whose quality level is high and companies such as Toyota, Tesco and Vodafone are able to meet with the expectation of its customers. Further, businesses are strictly adopting the principles of total quality management and it is bringing favourable outcomes for the company. The range of principles associated with total quality management is employee involvement, communication, strategic approach to improvement and customer centric approach. According to Armistead and Clark, (2004) by compiling all the key principles, organizations are able to become leader in the market and is acting as a development tool Toll Free No.+61 879 057 034 Instant provides best Australian assignment writing service
25,000 Assignment Delivered by IHA.COM.AU for the businesses. Also, it has enhanced overall level of brand loyalty in the market where customers prefer to repurchase commodities on regular basis and this is increasing sales revenue of organization in the market. Apart from this, practices of TQM have lead to positive mouth to mouth publicity where company has to apply lesser efforts in promoting its products. Ellis and Castle, (2010) has assrted that Company such as Vodafone is regarded as leader in the telecommunication sector and main reason behind success of business in the market is adoption of quality improvement practice. It has assisted in development of each and every area of the firm where internal capability to face challenges have also being enhanced. Therefore, in this way, total quality management has allowed companies to gain competitive advantage. Theme 4: TQM has supported in reducing cost associated with business Analysis of secondary information has assisted in knowing that adoption of total quality management in major practices has supported business in reducing overall cost associated with delivering product or service. It has provided base to firm such as Toyota to perform better such as adoption of TQM has reduced overall cost associated with the production process and in turn large number of vehicles with high quality can be offered to target market as per their expectations. As per the view of Groocock, (2000) it is well known fact that at the time of manufacturing any type of product or delivering any service business has to invest large amount and sometime it is regarded to be costly and wasteful. Therefore, every firm applies efforts in saving overall cost so that profit margin can be easily increased with the help of this. Further, it supports in searching for the major areas where improvement is possible and company can better perform with the help of this. Applicability of total quality management assist firm to become leader in the market and has positive impact on the brand image of firm. Howvewr Maletič Maletič and Gomišček, (2012) argued that Cost reduction is easily possible in the areas such as scrap, field work, warranty cost reduction etc. These areas are regarded to be significant for business and saves cost at different levels. Moreover, defect reduction is also possible where it is not required for management to monitor its key processes on continuous basis. Total quality management as a technique is capable enough to Toll Free No.+61 879 057 034 Instant provides best Australian assignment writing service
25,000 Assignment Delivered by IHA.COM.AU remove all the defects associated with the product and in turn allow business to become capable enough of understanding actual need and requirement of its target market. As per the view of Ellis and Castle, (2010) organizations such as Tesco, Vodafone and Toyota are working with zero defects where entire product ranges of companies are accurate and no such improvement is required. Apart from this, customer expects error free product from management and same is possible with the help of this technique. Further, through quality management, effective utilization of resources is also possible for business such as financial, human and technological. According to Bell and et. al., (2005) in the past when Toyota has not employed concept of total quality management then wastage was quite high during production but at present management is able to eliminate wastage and it has strengthened the entire process of production which is favourable for the business enterprise. Theme 5: TQM has assisted in satisfying stakeholders of the business Analysis of secondary information has shown that organizations are able to meet with the expectations of its stakeholders such as management, employee, investors, government, customers etc. Further, it is well known fact that every stakeholder of enterprise has some sort of expectation from the company and same can be met easily if product quality is up to the mark. As per thwe view of Kumar and Kumar, (2008) customer as a stakeholder is regarded as important for firm and the reason behind adoption of TQM is to satisfy their need and requirement. Toyota, Vodafone and Tesco have developed quality standards which they are able to meet and this is having positive impact on the overall performance of the enterprise. Apart from this, all these firms keep quality on the top of priority and initiatives are taken so that customers may not shift towards other brands in the market. In short, all the companies are able to succeed in the market due to adoption of quality management tool in its major operations. Satisfying need of every stakeholder has assisted companies in gaining competitive advantage and it is possible to deal with the sustainability issues which are faced at the time of operating in the market. Theme 6: Applicability of Total quality management has enhanced production department of Toyota
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From second analysis carried out it has been found that company like Toyota has been highly benefitted after implementation of TQM in its major operations. Further, company carries out production in larger basis and to enhance quality of vehicles is must for business. Applicability of total quality management has lead to removal of defects where products offered by business are capable enough to comply with the actual need and requirement of target market. Ellis and Castle (2010) has explained thatIt has enhanced profitability along with the sales volume of business and has provided base in gaining competitive advantage. Toyota has implemented TQM in its major practices and it is one of the main reasons behind growth and development of the business in the market where operations are being carried out. Theme 7: Tesco has enhanced its customer care department through implementation of TQM From the secondary information gathered it has been found that company like Tesco has been directly benefitted after implementation of Total quality management in its major operations. Further, the ranges of services delivered to target market are crucial and they are linked with organization success. However Miller, (2009) stated that Tesco has implemented quality improvement tool in its major practices with the help of which proper support is provided to the target market which is effective enough in enhancing their satisfaction level and has allowed business enterprise to gain competitive advantage. Apart from this, customers have large number of queries who are resolved by business on time and in turn superior quality product are offered to the Toll Free No.+61 879 057 034 Instant provides best Australian assignment writing service
25,000 Assignment Delivered by IHA.COM.AU target market which is above their expectations. Therefore, in this way implementation of TQM in customer care department of TQM has acted as development tool and it is beneficial for the entire business where it becomes easy to gain competitive advantage. Theme 8: Implementation of TQM has enhanced customer care representative department of Vodafone From the secondary information gathered it has been found that company like Vodafone has implemented concept of TQM in its customer care representative department. Main responsibility and duty assigned to customer care department are handing customer problem, solving day to day queries of the customers, making plans for assisting sales etc. As per the view of Oakland and Morris, (2013) all these activities are mostly crucial for business and in case when enterprise is not able to render appropriate customer care service to its target market then it may have adverse impact on the entire firm. Apart from this, implementation of quality improvement tool has enhanced performance of Vodafone in the market and it has assisted in gaining competitive advantage also. Moreover, it has lead to stronger customer base of the business where company is being able to deal with the range of challenges present in the business environment. On the other hand Azarov, (2009) explained that Vodafone is regarded as leader in the telecommunication sector which has become possible after applicability of total quality management as a tool in its major operations and in turn it has acted as development tool for the firm. Therefore, in this way TQM is beneficial in case of Vodafone. Theme 9: In every case study TQM has been implemented through proper plan Analysis of the secondary information has supported in knowing that every business enterprise has implemented total quality management in their major practices by preparing effective plans. Further, Toyota has built a separate team whose main purpose is to ensure that TQM practice is carried out as per the plan developed. Further, presence of this effective plan is providing proper guideline to the company and after its implementation business enterprise is able to perform better and it is one of the main reasons behind success of firm in the market. As per the view of Harung, (2010) in case of Vodafone business enterprise has implemented TQM in its major operations by Toll Free No.+61 879 057 034 Instant provides best Australian assignment writing service
25,000 Assignment Delivered by IHA.COM.AU setting up separate department who prepares effective plans and supports in knowing whether customers are delivered high quality services as per their expectations level or not. Further, applicability of this tool has acted as development tool for Vodafone where business enterprise is able to compete with large number of challenges present in the business enterprise and has allowed performing better in the modern era. On the other hand has stated Wheelen and Hunger, (2011) that Tesco has also implemented TQM in its major practices by forming a separate team whose main task is to monitor all the key activities and with the help of this company is being able to grab large number of opportunities associated with total quality management. Therefore, in this way TQM has applied in all the three case studies in appropriate manner and it has enhanced overall performance of all the companies in the market where they are able to operate efficiently and in turn management is able to serve target market in appropriate manner by considering their actual needs along with requirement. Implementation of TQM has positively affected sales along with overall profitability of business.
Theme 10: TQM performance in each case study along with employee involvement Analysis of secondary information has supported in knowing that performance of total quality management in each case study is effective where it is supporting every business enterprise to operate efficiently. In short, all the three companies are able to work on wider platform and they Toll Free No.+61 879 057 034 Instant provides best Australian assignment writing service
25,000 Assignment Delivered by IHA.COM.AU are able to satisfy need of target market in efficient manner. In case of Toyota it has strengthened customer base of enterprise where business is able to offer superior quality product as per expectations of target market. Armistead and Clark, (2004) has stated that after implementation of TQM firm is regarded as leader in the automobile sector and it has enhanced internal capability of business to deliver them product above their expectation level. It has allowed Toyota to involve all its staff members during implementation of quality management. Active participation of workforce has allowed firm to perform better and it has assisted in growth of workforce also. In case of Vodafone after applicability of TQM firm has been benefitted in terms of sales volume where majority of the customers prefer to purchase its services rather than of other telecommunication companies in the market. Its applicability has supported Vodafone to deal with the major challenges present in the business environment and has allowed firm to become leader in the market. Further, business has involved its employee at the time of working with this tool. As per the view of Maletič, Maletič, and Gomišček, (2012) staff members of company have applied higher knowledge along with skills so as to meet with the overall demand in telecommunication sector. Majority of the customers perceive services of Vodafone as superior as compared with competitors. In case of Tesco, business has been positively affected after implementation of TQM where customers are provided proper support as per their expectations and in turn it is favourable for the business in every possible manner. Apart from this, Tesco has provided proper training to its workforce during implementation of TQM where overall expectations of target market is well met and it has also assisted in enhancing satisfaction level of its employees working in the company. Theme 11: Mechanism of TQM in each case study TQM mechanism differs in every study and it has provided different benefits to each and every company who has applied this concept for conducting business operations. Mechanism of TQM in case of Toyota is that it enhanced overall production process of the firm where operations can be carried out easily and in effective manner. Further, it enhanced business efficiency to deliver products as per their expectation level and has acted as development tool for the company. Toll Free No.+61 879 057 034 Instant provides best Australian assignment writing service
25,000 Assignment Delivered by IHA.COM.AU Company like Toyota carries out production process on large scale due to which its applicability has positively affected the performance of business enterprise in the market. Wheelen, and Hunger, (2011) has asserted that mechanism of TQM in case of Vodafone is also different where it has improved efficiency of customer care department and better services can be delivered to target market as per their expectations. In short it has assisted company to accomplish long term goals along with objectives. Apart from this, in case of Tesco TQM has enhanced capability of business to meet with the actual requirement of its workforce. Mechanism of TQM in case of every business is totally different and it has allowed businesses to gain competitive advantage where they can easily work in favour of target market. Theme 12: For accomplishment of TQM staff members have to be delivered training In order to achieve TQM it is required for every enterprise to deliver proper training to the staff members so that favourable outcomes can be accomplished through this. Further, in case of Toyota business enterprise has developed separate department where main stress is on delivering training to the employees so that they can understand the concept of TQM in better manner. Apart from this, without proper training it is not at all possible for employees to apply this concept and this directly acts as hurdle at the time of carrying out operations. According to Bell and et. al., (2005) the entire organization has been positively affected and employees are able to work on larger platform where they are able to learn about the concept of total quality management and same is applied at the time of carrying out operations in the market. In short, TQM has assisted Vodafone, Tesco and Toyota to work for the betterment of its staff members and companies are able to focus on their long term goals along with objectives.
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CHAPTER 5: CONCLUSION AND RECOMMENDATION 5.1 Introduction It is the last chapter of the dissertation which provides information regarding the findings derived after conducting research. Further, the present study is linked with impact of TQM on overall operations of the business where three companies have been chosen named Toyota, Tesco and Vodafone where companies operates in different sectors and deliver high quality products to its target market. Further, main stress of every enterprise is on delivering quality product to its customers so that they can be retained for longer period of time. In this chapter findings derived from the secondary analysis has been shown so that it can be ensured whether expected aims along with objectives have been accomplished or not. Further, on the basis of conclusion recommendations have been provided to the three companies so that they can operate efficiently. 5.2 Conclusion
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From the entire study carried out it has been found that TQM has played significant role in the success and overall growth of companies such as Tesco, Toyota and Vodafone. Further, every enterprise has undertaken the concept of quality management in its major operations due to which Toll Free No.+61 879 057 034 Instant provides best Australian assignment writing service
25,000 Assignment Delivered by IHA.COM.AU firms are able to operate efficiently in the market. Tesco has undertaken concept of TQM in area of customer care so that high quality services can be delivered to the target market. This is one of the main reasons behind success and growth of Tesco in the market. Further, it has allowed business to gain competitive advantage where company like Tesco is able to enhance its sales volume along with profitability. Toyota has applied concept of Total quality management in production department as business is indulged into practice of manufacturing vehicles on large scale and with the help of TQM products are delivered to target market which is above their expectation level. Moreover, it has become possible for business to focus on its long term goals and objectives which has positive impact on overall sales along with profitability level. Production department of Toyota strongly complies with the concept of TQM and it has lead to favourable outcomes for business. In company like Vodafone total quality management has been introduced in the customer care representative department so that better services in the field of telecommunication can be offered to customers as per their need. This has allowed business to better perform in the competitive market and is effective enough to deal with challenges. Further, for conducting study in effective manner various objectives were set which were accomplished. First objective was to understand the significance of TQM in different sectors where chosen one were automobile, telecommunication and retail. Companies operating in these sectors are directly benefitted with the adoption of total quality management in its major practices. In short, businesses are able to gain competitive advantage by undertaking the concept of TQM and favourable results have been obtained easily. Concept of TQM is gaining importance in each and every sector but it depends on management of every enterprise the methods being employed for implementation of total quality management in major operations. Apart from this, views of various authors along with experts have supported in knowing that TQM is gaining higher importance in every sector and in short its absence can have adverse impact on the business enterprise. Further, companies applying this concept are able to retain customers for longer period of time and it is allowing staff members to work on larger platform where they can easily enhance knowledge along with skills. Apart from this, market trend is changing at faster pace where customers prefer to buy Toll Free No.+61 879 057 034 Instant provides best Australian assignment writing service
25,000 Assignment Delivered by IHA.COM.AU products whose quality is high and due to this basic reason importance of total quality management has enhanced in the modern era and it is acting as an development tool for the businesses who have implemented it in the key operations. Therefore, the objective to know significance of TQM in different sectors was accomplished where it was found that no company can survive in the market if efforts are not applied to enhance quality of the product which is being delivered. Second objective was to assess the role of TQM in improving functioning of company operating in retail, automotive and telecommunication industry. This objective was also accomplished where it has been found that TQM has enhanced overall operations of Toyota, Vodafone and Tesco. It has enhanced business efficiency where all the firms are able to deliver products which are above expectation level of target market. In short, it has allowed companies to gain competitive advantage and has assisted to deal with the range of challenges being present in the business environment. In case of Tesco its customer care service department is quite efficient in delivering services above expectation level of target market. It has enhanced customer base of Tesco where company is able to compete with companies such as Sainsbury etc in the market. Main function of Toyota which is production has been improved by undertaking the practice of total quality management and in turn it is beneficial for the business in every possible manner. In case of Vodafone its customer care representative department has been improved where at present business enterprise is able to serve large number of customers in the market and this has raised profitability level of the business in the market. Apart from this, businesses are able to deal with the challenges present in the business environment after undertaking total quality management as a key concept. The third objective was to determine the effectiveness of TQM in enhancing performance of companies such as Toyota, Vodafone and Tesco. This objective was also accomplished where secondary analysis has shown that quality improvement tool is effective enough in improving market performance of companies such as Vodafone, Tesco and Toyota. Apart from this, every business enterprise has applied larger efforts in implementation of this tool so that favourable outcomes can be attained easily and it is possible for firm to gain competitive advantage also. Performances of companies have been improved in terms of sales along with profitability and it has Toll Free No.+61 879 057 034 Instant provides best Australian assignment writing service
25,000 Assignment Delivered by IHA.COM.AU assisted in accomplishment of long term goals along with objectives. Obtaining secondary information with the help of books, journals and online articles have supported in knowing that concept of TQM has acted as development tool for the businesses where they can easily focus on the quality of commodity being offered to them. In has allowed firms to meet with the actual requirement of the target market and in turn they can easily grab the range of opportunities present in the business environment. Further, social factors have direct impact on business performance where change in taste and requirement of customers affects business operations and due to this reason adoption of quality improvement tool is must for business. It has supported businesses to detect the major errors and they can easily remove the defects associated with the product range. Further, corrective actions can be taken easily if business is not able to deliver quality commodity to its target market. Therefore in this way all the objectives set for the study have been accomplished and it is favourable for the entire research. Further, in each and every case study undertaken of Tesco, Toyota and Vodafone TQM is having favourable impact and it has positively affected business performance. Moreover, it has supported in enhancing knowledge level along with skills of the staff members where they can easily work on broader platform and can support business in enhancing quality level of the commodity. Apart from this, every business enterprise has developed appropriate plan for implementation of total quality management and such plan has enhanced business efficiency. Presence of implementation plan has supported companies such as Tesco, Vodafone and Toyota to focus on the key areas where quality improvement is possible.
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Every areas of business enterprise such as production, customer care service and representative department have been enhanced through quality improvement tool which is profitable for the company in the modern era. Some of the tangible benefits obtained by companies through introduction of TQM in its major practices are rise in profitability level, market share, stronger customer base, enhances product quality along with organizational productivity, reduces quality cost etc. Therefore, all these benefits have been obtained by Toyota, Vodafone and Tesco through implementation of quality improvement tool in major operations. Apart from this, it has allowed businesses to become leader in the market and they can easily accomplish long term goals along with objectives. On the other hand, undertaking secondary analysis has supported in knowing the eight dimensions of the quality which are features, performance, conformance, reliability, durability, serviceability, perceived quality and aesthetics. Therefore, by considering all the range of dimensions businesses are offering high quality commodities to its target market. For effective implementation of total quality management tool every business has developed separate team through which it has become possible to quickly respond towards the need of the target market. Therefore, in this way all the three case studies undertaken have been positively affected after undertaking the concept of TQM and are favourable for companies also. 5.3 Recommendations On the basis of conclusion there are some recommendations to companies such as Tesco, Toyota and Vodafone so that they can apply TQM in better manner in their business operations. 
It is recommended to firms to provide training to staff members on continuous basis so that they can better understand about the quality improvement tool and same can be applied while conducting business operations.
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Companies must undertake each and every principle of TQM and must be applied in the key operations so that each and every part of the business can be improved easily as per need of Toll Free No.+61 879 057 034 Instant provides best Australian assignment writing service
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Every company must develop separate department whose main focus will be on implementation of TQM in the key operations of the firm such as in various departments’ production, customer service etc.
Companies must introduce quality improvement policies so that each and every individual present within the workplace can take initiative so as offer superior quality commodity to the target market as per their expectations. By preparing effective policies it is possible for companies to gain competitive advantage and they can become leader in the market.
Different teams can be formed within the workplace as per skills and ability of staff members and through this it is possible for firms to undertake and apply the concept of total quality management in better manner.
Time to time companies must take feedback from its customers in relation with the product quality and through this it is possible to know whether the concept of TQM has been applied successfully in the business or not. This can be fruitful for the business and can enhance market performance.
For gaining better knowledge regarding total quality management companies can undertake the concept given by various authors in past and same must be used in business operations with the motive to enhance customer satisfaction.
Organizations must develop flexible organizational structure with the help of which it is possible for each and every individual to work for the betterment of enhancing quality and companies can deliver more superior quality commodity.
Time to time progress in relation with use of TQM process must be tracked and it is the duty of management to ensure that each and every activity is carried out as per the plan prepared or not.
Business enterprise must keep need and requirement of target market on the top and priority basis so that customer can be retained for longer period of time. Toll Free No.+61 879 057 034 Instant provides best Australian assignment writing service
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25,000 Assignment Delivered by IHA.COM.AU Every business must try to find out the loopholes in its internal processes as in case if all the processes of company are not effective then it can lead to decline in level of overall performance and in turn organization cannot apply TQM successfully in its major operations. Therefore, these are some of the major recommendations which can be undertaken by Tesco,
Toyota and Vodafone with the motive to improve business efficiency. Through this, it is possible for companies to operate efficiently and can support in achieving overall aim which is linked with enhancing satisfying level of target market and improving brand loyalty.
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REFERENCES
Alexander, K., 2013. Facilities management: theory and practice. Routledge.
Alvarez, J. M. and et.al., (2012). ‘Quality management in hotels in the Basque Country’. International Journal of Quality and Service Sciences. Amelina, A., (2012). ‘Beyond methodological nationalism’: Research methodologies for crossborder studies. Routledge
Arivalagar, A. A. and Naagarazan, S. R., (2009). ‘Total Quality Management’. New Age International. Armistead, C. and Clark, G., 2004. The “Coping” Capacity Management Strategy in Services and the Influence on Quality Performance. International Journal of Service Industry Management..
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