Defining Total Quality care (TQM)
University of Phoenix
For many of todays Fortune 500 companies, Total Quality centering (TQM) is to a greater extent than just a philosophy - its a panache of life. Originating in Japan in the 1950s, TQM steadily become more popular out West, and extends to gain momentum today. Stark (1998), TQM is a description of the culture, attitude and government of a company that aims to provide, and continue to provide, its customers with products and services that satisfy their needs. The culture requires quality in altogether aspects of the companys operations, with things being done right the first time, and defects and waste eradicated from operations.
There are several different models for TQM - Six Sigma or Kaizen - but all of them share the same foundational tenets. For example, Toyota, as a whole, leverages the Kaizen methodology. Hudgik (2009), Kaizen is a system that involves every employee - from upper management to the cleansing crew. Everyone is encouraged to come up with small improvement suggestions or a regular basis. This is not a once a month or once a year activity. It is continuous. Kaizen at Toyota started in on the manufacturing line as a steering to improve efficiency.
Fifty years later, Toyota has become the leading self-propelling manufacturer. However, Kaizen doesnt stop at the manufacturing floor. Toyota has expanded Kaizen principles throughout the entire organization - from Dealer Service Organizations to the Customer Servicing Call Centers.
On the Call Center side of Toyota, implementing Kaizen methodologies becomes a instant more challenging. Toyota call centers not only compete in the automotive manufacturing arena, but also compete with all of the new(prenominal) auto financing organizations out there - Bank of America, Chase, come up Fargo, etc. The broader competitive base makes it more challenging for Toyota to remain...
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