Chapter 1

CHAPTER I

THE PROBLEM AND ITS BACKGROUND

Introduction

The world is changing as we speak. Every month, new gadgets are being bought and sold across every kind of marketplace. Competition had arisen in every market. To ensure long run survival, company must make quality a priority. Everyone in the company is trained for quality to win customers. Managing quality helps develop a unique and distinct competence to build a competitive advantage over competitors. Because of this, companies, especially those that provide service, must give focus to implement quality management flow of activities in order to satisfy their customers.

To win customers, companies need some mechanism to demonstrate their commitment to quality. Total quality management systems are driven by identifying and satisfying customer needs. The development and measurement of the quality activities, especially in the service industries, depends on how customers see those activities which gives rise to how the same customers evaluate the overall service that the company provides. TQM, combined with effective leadership, results in an organization doing the right things right, first time. TQM requires that the company maintain a quality standard in all aspects of its business. To achieve total quality management, an organizational environment should foster quality, understand the principles of quality and employees should engage in activities implementing quality.

Total quality management requires a never-ending process of continuous improvement that covers people, equipment, suppliers, materials and procedures. Companies must adopt TQM practices suitable for its effective performance. Understanding the culture of an organization and using that knowledge to successfully map the steps needed to accomplish a successful change, is an important part of the quality journey.

Background of the Study

Bayan Telecommunications Incorporated is full- service facilities- based, data services and wireless...