Total Quality Management

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Bachelor of Business Administration (BBA)

TQM (TOTAL QUALITY MANAGEMENT) ASSIGNMENT

Assessment Task

I have been appointed been appointed as the quality Manager of Clear Reflections which is an organisation that assembles household mirrors and frames sold to arrange of mirror shops in ken. The following statement has been issued by the director of the organisation;

A frequently used definition of quality is delighting the customers by fully meeting their needs and expectations. These may include performance, appearance, availability, delivery, reliability and maintainability.

As the newly appointed manager, i have been requested to write a concise report detailing the TQM measures you shall use to ensure that quality is continuously existent throughout all areas and processes within the organisation. it is expected that a critical approach is taken.

In addition to the report, the director has requested that you give a short presentation ( which should last between 5-10minutes) which pays particular attention to the way in which you intend to deal with the customer supplier interface in order to maintain quality for clear reflections.

REPORT DETAILING THE TQM MEASURES FOR CLEAR REFLECTIONS

What is Quality?

First and foremost i would like us to ask ourselves what we think quality means.

Quality is delighting the customer by fully meeting their needs and expectations. These may include performance, appearance, availability, delivery, reliability, maintainability, cost effectiveness and price. It is therefore necessary that organisations know what these needs and expectations are. In addition, having identified them, the organisation must understand them measure its own ability to meet them.

Introducing Clear Reflections

Clear Reflections is one of the largest mirror and frame assembling company in the Uk with a commitment to supply customer satisfaction and value for money with hundreds of designs to choose from,...