Pre-Thesis

What is Total Quality Management (TQM)? Personally, I think it is more than a program; it is a commitment that organizations must take heed in the way they do business. I think that for a business to be competitive, quality is an imperative need. TQM must revolve around not only with the Senior Management but should apply in the whole organization striving to meet the company’s mission and goals through the use of an effective strategy. It should be founded with trust and an exceptional communication to produce a satisfactory teamwork. I observed how highly competitive the market can be in today’s business that is why this research will explore findings from Total Quality Management, International Quality Standards and human resources to accomplish the research’s goal of improving RCJY’s quality department with the objective to improve the process, prevent defects on our products and boost the way we do service. Having this department in our company can greatly put the entire system to an advantage in the way we do business and can derive continual innovation. I have my own share of poor customer service and it was not a good experience at all. It just so happen that with the company I am working with, we do not have a department that formally deals with the execution of quality within its infrastructure. That is why in this paper, we will have a closer look of what quality is, the Human Resources Management’s take on starting a quality control department, and its purpose and the adoption of international quality standard. Comment by author: The beginning of the chapter is a restatement of the problem and the list of what literature is included in the lit review You do not have this done at the beginning – you are writing too conversationally Comment by author: You are NOT allowed to write in first person – and the lit review is about what others think Comment by author: Once again – YOU MUST HAVE 2 spaces between sentences

Quality

Quality involves multiple when planning for a quality control department within an organization. It is the backbone of the company when it comes to ensuring that every activity requires planning, development, and application, associated with profitable account, professionalism, and regard to company’s structure. It is a policy or set of procedures that is intended to safeguard that all products and services adhere to the specified standards. A quality control department improves the competence of the company and empowers staff and enhance their creativity. The basic function of this department is testing. Quality control specialists test the manufacturing processes from the beginning up to the end to make sure that the product is the same all throughout production. And not only on the product but they also evaluate quality services throughout the time of service. Comment by author: Where are your citations Comment by author: Who says – must have a cite Comment by author: What is it -- Comment by author: Who says Comment by author: Who says Comment by author: Awkward phrasing

Quality control personnel should be able to monitor products and outputs to perform according to their intended use. By activating the quality control department in Royal Commission in Jubail and Yanbu (RCJY), our products will therefore be better in terms of quality by helping to fix the sources of defects immediately after they are detected, reduce rates of defects, and reduce re-work and waste (Su, Zhang, & Zhu, 2009). Comment by author: Grammar issues Comment by author: You are NOT to refer to your company in this part of the lit review

Quality control should be able to accurately test how much products or projects meet the standards of design set by its engineers and creators. This is the team that is in charge in ensuring that our products meet quality and safety standards. Testing is performed to make sure that the production has met the specified condition that have been agreed between the client and our company. Regular testing and checking of products must be performed in order to warrant its quality and if there is a problem, quality control inspectors meet with the production staff to identify the root cause of the problem and make recommendations for improvement (thecqi.org, 2015). Comment by author: Quality control does nothing – it is the people/personnel in the department that take the actions Where are your cites This also is not a complete paragraph

High quality control standards entails the provision of topnotch support after the product has been delivered. Checking with our clients after the distribution indicates how company values our purchasers. Setting up a distinctive after sales. Total materials management: The Founder for Maximizing Profit stated, customers are vital for the business so their inputs are valued (Magad & Amos, 1989, p. 136). Comment by author: What is this – it is just a phrase Comment by author: If a direct quote where are the quote marks – if not a direct quote – why a page number

Total Quality Management in Human Resources Comment by author: You haven’t discussed TQM yet – why are you doing this I haven’t marked all the places but the grammar is very poor

It is the Human Resource Management’s (HRM) job to lay the foundation for an effective quality control department. After all those planning and preparation, it is time for change. Improvements are pursued to set up a continuous quality program for the organization. Richardson (1997), measure results against anticipated gains and do not hesitate to revise strategic plans, programs, or processes accordingly. Quality never rests (Richardson, 1997, p. 186). Initiating something like this may be costly, time consuming and may probably cause downtime but it is going to be worth it Being the first point of implementation, commitment must be present for improvement and focus on the values as well as the processes. What is total quality management (TQM) that the HR management has to impose? According to Richards (2012), because of TQM businesses are able to increase its productivity and profits within the organization. Its practice can grow a company to have a sustainable competitive advantage not only locally but also to international markets. Quality does not necessarily mean that you have to focus only on products. No matter how close to perfect your products are and your quality service is poor, total quality management will not make sense. Good products and excellent quality service goes along together to keep customers and make the best income. Another term for TQM is continuous improvement that opts to improve the quality of products constantly (Decenzo, Robbins, & Verhulst, 2010, p. 18). After having the quality control department comes the quality function deployment (QFD). QFD aims to help communicate quality of goods and processes clearly from customers to different internal departments. The intent of this phase is to define the things that need to be performed and is often related with operations (Dilworth, 1993). QFD is designed to help those in charge to be aware of what has to be done with their new or existing products and aids in reconstructing what customers require into product or service specification. Clear communication of problems lead to problem solving that is why QFD is classified as a good communication tool and is oriented in involving a team of people representing the different functional departments engrossed in the developments of products, “Quality Function Deployment.” While TQM is listening to the voice of the customer, QFD is voicing out what the customer wants and needs and at the same time doing it with quality. Additionally, it helps improve gaps in process to help create a favorable end product. As mentioned by Jaswal, 2012, A Case Study in Quality Functional Deployment, QFD is applied in the early stages of the design phase of product development so they can incorporate on the final product what customer wants and requirements. To fill in those gaps, the team can obtain the voice of customers in the form of interviews and surveys. Through this, we can identify what the customer really want and ask them to rate product importance. Many benefits can be obtained over QFD. Fostering employee empowerment and encouraging them to be proactive in seeking out quality issues and solutions are some of the reasons of what QFD can do to them. The focus is not what the company wants but what does the consumer needs. The “voice of the customers” drives the process of development. Considering that the products are acquired from a system that imposes quality, the end product will therefore have an edge in the competition within the market. Also, the team can save time since the processes focus on improvement, careful attention to customer requirements reduces the risk of significant changes within the period of the project. Not only time, monetary expenditures can also be mitigated. Since identification of required changes occurs early in the project cycle, product supports cost and minimizing changes following production reduces warranty costs (Borysowich, 2006). Creating a culture of active problems seeking and solving that is deeply ingrained in the HR yields to faster assimilation of TQM ideals to employees. However, sometimes the program fails due to lack of management commitment. To counter act this kind of scenario, team and individual effort must be recognized for their desirable behavior. A reward and recognition system encourages TQM behavior, showing employees how important they are makes it easier for HR management to instill commitment and dedication to the staff members (Richardson, 1997). Comment by author: This paragraph is unfocused, too long, and doesn’t flow The purpose doesn’t make sense Comment by author: This sentence doesn’t make sense after the prior sentence Comment by author: grammar Comment by author: what does this mean and how does it follow HRM? Comment by author: grammar Comment by author: who says these are synonymous? CI is something that should be developed Comment by author: Why page number?

Key Performance Indicator Comment by author: This is not formatted correctly

Key performance indicators (KPI), a system that helps motivate employees to acquire a problem-solving attitude. John Reh, Management and Leadership defined KPI as a measurement for progress towards organizational goals. Once an organization has analyzed its mission, it needs a way to measure progress towards those goals and that is the key performance indicators (Reh, n. d., What You Need to Know About KPI). If you want your company to be one of the most profitable, you should have KPI as one of your goals. To find a good KPI, as per Sharma, n. d., Understanding Key Performance Indicators (KPIs) Complete Guide, here are the three things to consider: Comment by author: Not a complete sentence Comment by author: There isn’t just one Comment by author: Date must ALWAYS follow the author Comment by author: Formatted incorrectly – should be ½” indent Allso comes up as plagiarized

1. Before you start the process of finding KPIs, you must acquire a very good understanding of your business and its objectives.

2. Translate your business objectives into measurable goals.

3. Once you have determined your goals, select a KPI for each goal.

With those guidelines, quality control department can effortlessly narrow down what they need to do to achieve quality service and products.

Customer focus in a quality control department encourages the development process that minimize quality issues that rises from the customer end. In a service sector such as RCJY, employee – client interaction influences client’s satisfaction more than the service or product obtained. Poor quality service results customer desertion, which in turn have a remarkable loss of revenue. Consequently, employee satisfaction should also be taken care of. A pleasant workplace and treatment of employees brought about excellent customer service. Excellent customer focus in quality control stems from identifying and meeting customers’ needs from production to after sales. Long-term buyer – supplier relationship improve profits and is necessary for best economy as suggested by Dr. Deming (Customer Focus and Satisfaction, 2008).

Adoption of International Quality Standards

Adoption of international quality standards such as ISO provide a good analysis to which Quality Control goals could be based upon. Why? Because it addresses various aspects of quality management with the best standards and these standards act like a guidance for companies who want to ensure that their products and services consistently meet client’s requirements and quality is regularly improved (ISO – 9000 Quality management, 2015).

ISO 900-1-4:2000 lays out the intricacies that govern quality standards. The International Standard core generic, requires all organization to demonstrate its capacity to regularly meet customer requirements, and thereby aims to enhance client’s satisfaction by applying the system effectively (ISO 9001:2000, 2000).

Summary

No matter how small your position is in the company, you are still significant. Your quality effort to perform a job will directly affect the organization as a whole.

Total quality management characterizes the quality of the company in its totality. Its implementation does not just come from the Human Resources Management but also from the higher ups of the company. They should take into consideration that having this requires a full commitment. If they are able to render its system together with the Standard Quality Control, they have a high chance of conquering not just the local market but also internationally.

TQM aligns and focuses the individual efforts of employees and a vehicle for correcting the performance of the company. When setting up a quality standard, we should consider our customers as references. Finding out what they want and require as a guideline because in the first place, their satisfaction is one thing that we need to meet to stay long in the business industry.

In addition, as a leader, providing an atmosphere of support and trust in the workplace must be fulfilled. When people bring up opinion, they should be recognized; when diagnose a complication, they should be acknowledged; if they commit mistakes; they should be supported. Keep in mind that your people are no a resource but an asset that should be treated as a treasure that has to be protected. Regardless how effective and reliable your quality management standard and process are, if you do not have people who are motivated enough to do it, it will be mere guidelines on a sheet of paper.