In today's age of globalization the need for total quality management is an important aspect of any organization remaining competitive. This paper will define quality management as well as include a description of the impact of globalization on quality as well as compare and contrast traditional management styles with quality focused management styles. Lastly, this paper will explain how total quality management (TQM) applies of should apply to the Public Schools.
Total Quality ManagementRoss (1999) defines total quality management as "the integration of all functions and processes within an organization in order achieve continuous improvement of the quality of goods and services. The goal is customer satisfaction" (p. 1). The various functions within an organization that contribute to the continuous improvement of products and services include; marketing, finance, design, and customer service. These elements contribute to an organization standing out among the various competitors locally and globally.
Organizations want to retain and recruit customers and in order to do this the organization needs to create a strategy who is customer focused. According to Burrill and Ledolter (1999), "customers want quality, and to satisfy this want, organizations must provide customer-driven quality" (p. 8). Customers expect to receive a product that lives up to the advertising of this product or service. This has created a need for organizations to not only create a quality product or service but to also persuade consumers that their products are of the best quality.
How Globalization Impacts Total Quality ManagementIn today's age of increased competition due to globalization, organizations have to increase the quality of its products and services as well as its customer service. According to Godfrey (2000), "globalization affects quality in many ways. Some of the most noticeable are people's rising expectations and their demand for products and services of equal quality to what they see others receiving" (p. 1). The use of the internet and media coverage has given consumers more knowledge than in the past and with this knowledge comes the desire to have a particular product or service.
Globalization has also created a need for ISO 9000, which helps to support superiority in manufacturing at all levels of production. The ISO 9000 has set principles that allow an organization to sustain quality as well as to find solutions to rectify problems that may occur. Managers can also collaborate with suppliers to ensure that the company is creating a quality product by ensuring that supplies that are ordered are of quality.
Another aspect that globalization has affected Total Quality Management is the need for the organization to respond to the rapidly changing demands...