Assignment 1

Total quality management

Submitted by: Aruba Anwar

Submitted to: Ma’am Maryam Rehmat

Section :B

Major : BBA

Date of submission: 11th September, 2019

 Total Quality Management

Total Quality Management (TQM) is a competitive method to long-term success that is a result
of dedication to customer satisfaction. In TQM the responsibility of quality management is in
top-down, from executive leadership all the way through to the end user or customer touch point.
Everything from product or service design to implementation and customer feedback is used in a
feedback circle, and then that feedback is combined into improvements to the product or service.
When the new product or service is put into production, the cycle starts again. As result company
endeavors to improve the products, services and internal culture to produce an efficient set of
business processes that deliver an improved customer experience.
TQM helps a company produce services and products of a higher quality, with fewer defects or
problems that will require the customer to contact the company to resolve. Edward Deming who
is the father of TQM stated that quality does not mean luxury. Quality is a predictable degree of
uniformity and reliability, low cost and adapted to market. In other words, quality is everything
consumers need and crave.

 Five big companies and their quality policy analysis:

1. Toyota Motors
2. Apple INC.
3. UPS
4. Xerox corporation
5. Walt Disney

Toyota Motors
The King of Total Quality Management
 QUALITY POLICY

The origins of Toyota’s “Customer First” and “Quality First” principles lie in the Five
Main Principles of Toyoda, which embody the thinking of Saki chi Toyoda, and the spirit
of audit and improvement of Kiichiro Toyoda. Since its foundation, Toyota has
established a corporate culture that focuses particular attention on quality that will
produce customer smiles and on kaizen (continuous improvement) achieved through
genchi genbutsu (onsite hands-on experience). In accordance with our commitment to
quality as stated in the Toyota Global Vision, each employee in every area maintains a
constant and strong awareness of issues and a sense of ownership and makes ongoing
efforts to implement kaizen and to collaborate closely with personnel in other fields to
enhance customer safety, peace of mind, and satisfaction.

 TQM analysis at Toyota Motors

Toyota's quality managerial values and business methods are known collectively as the
Toyota Way. Many businesses worldwide have adopted a similar approach to
manufacturing. Toyota adopted the "Toyota Way 2001", which was a set of values and
conduct guidelines that all Toyota employees should employ. The two main pillars of the
Toyota Way are ‘Customer First’ and ‘Respect for people’. Toyota summarizes its
values and conduct guidelines with these principles:

 Challenge

 Kaizen (continuous improvement)

 Respect

 Teamwork

Toyota Motors Co. Ltd. has received significant awards for its quality management. For
Toyota, TQM is based on the concept of “customer first”, kaizen meaning continuous
improvement and “total participation” which means the participation and input of all
 employees. Toyota introduced the Creative Idea Suggestion System to support and
encourage employees in making effective contributions to the company’s development.
There is continuous encouragement at Toyota for further innovation and ideas for
improvement. The Toyota Way also focuses on long-term improvements rather than
short-term benefits. The managerial styles of TQM show positive results in Toyota. Due
to implementation of TQM, Toyota has improved its processes, defect prevention,
prioritize efforts, helping teams make better decisions, and most importantly
improved their customer satisfaction to become the most profitable car manufacturer in
the world today.

APPLE INC.

 QUALITY POLICY

The Company is committed to bringing the best user experience to its customers through
its innovative and high-quality products hardware, software and services.

 TQM analysis at Apple Inc.

The main aim of Apple Inc. is to offer high-quality products to its customers. TQM has
helped Apple in many aspects. It has helped the company understand the needs of the
employees and how to address them effectively. The great source of motivation among
the team is the communication at the public forums and effective meetings among the
employees. At Apple the employees try their best to work in the best interest of the
company. TQM principles teaches that each employee must be treated with respect and
dignity. These principles enable the company to establish an open culture of innovation
and trust. By implementing TQM principles, Apple Inc. has succeeded in reducing the
wastage in the whole value chain. Apple employs several training programs at all levels
 of the hierarchy. Hence, the quality gets embedded from scratch within their employees
and it shows in their sales and products.

United Parcel Service (UPS)

 QAULITY POLICY:
Quality and Efficiency-We remain constructively dissatisfied in our pursuit of excellence.
UPS core values comprise “Integrity, Teamwork, Service, Quality and Efficiency, Safety,
Sustainability, Innovation.” A look at the history of the company shows how impactful
these values have been in how it consistently provides its services. The uniformity of
UPS is outstanding across the globe.

 TQM analysis at united parcel service:

UPS focuses to progressively improve the company profile by maintaining a unique

industry practice and culture. The stability of this firm comes down to its stress on
everyone going out to deliver services in the right and respectful manner. In this way, the
company also satisfies the value of quality, which becomes even more attractive when
everyone proves capability in what they do. Efficient and professionally excellent
employees are an integral part in the success of the company. An important objective of
UPS is to obtain World-Class Quality. Jim Kelly, Chief Operating Officer realized that the
company’s journey toward Quality was at a competitive disadvantage in several areas.
The areas for improvement were Time-in-transit performance, daily on time delivery of
 packages and empower employees to ensure they have the necessary skills to implement
TQ into all operations of UPS so the company can improves its quality standards.

XEROX CORPORATION

 QUALITY POLICY:

We always strive to succeed through satisfied clients and deliver quality and excellence in
all we do. ISO 9001 Quality Management System (QMS) represents a high-level
commitment to client satisfaction and a framework for establishing quality objectives
relevant to client needs. That’s why we applied for—and achieved—the highest
international certification for Quality Management for our Imaging and Records
Management facility, the Digital Hub.

 TQM analysis at Xerox corporation:

All Xerox suppliers are expected to develop and maintain an environment where Total
Quality Management principles are practiced to achieve high levels of customer
satisfaction. Xerox requires suppliers who provide products and services to do so in a
manner that not only assures 100% agreement to contracts and specifications but also
assures customer satisfaction. This was accomplished by continuous improvement with a
"zero" defects philosophy.
The company’s goal is to purchase products and services from those suppliers who
practice Total Quality Management as a means to achieve world-class benchmarks and
meet or exceed Xerox requirements for quality, cost and delivery. The company also
created a quality improvement plan, where progress and survival of the organization were
the main goal. It is called Benchmarking Program. Through these challenges, Xerox
created a way to help product as well as integrating customer satisfaction as the first
examples of its TQM. Xerox used benchmarking and sustainability for development
improvement techniques to initialize TQM into the company.

WALT DISNEY

 QUALITY POLICY:
Be Our GUEST - Our Quality Policy Statement
The Guest is the quintessential Disney Customer and GUEST as an acronym also describes our
commitment to service delivery.
Growth indicates DSS’s willingness to be consistently innovative, growing and moving
forward to meet our client’s and our own team’s needs.
Unifying represents our commitment to collaboration as we work across divisions,
business units and with our customers to deliver results.
Efficiency represents our focus on quality, accuracy and right-first-time deliveries while
also working within our client’s budgetary challenges and our own commitment to
financial responsibility.
Satisfaction – customer satisfaction is something we just don’t talk about, we practice,
measure and deliver.
Timeliness is our recognition that our industry runs on deadlines and our team is focused
on delivery.

 TQM analysis at Walt Disney:

Walt Disney is among the few organizations of the world that has been successful in
incorporating new concepts of the quality in the definition of the Total Quality
Management. With the aim of paying attention to every minute detail, Disney aims to
exceed the expectations of its guests visiting the theme park. Disneyland considers its
guests as VIPs. Walt Disney company shows excellent quality when it comes to the
operational activities of its parks. Disney views its employees as an essential
organizational resource, a reason for high scrutiny during the hiring and training of the
employees.
Continual monitoring of quality is considered as an essential component at Disney.
Disney by applying Total Quality Management, establishes a very close relationship
with its employees and facilitates them through continuous training and development to
ensure the provision of high quality of products and services to the customer.