An Analysis of Benefit in Implementing Total Quality Management Into B2C E-Commerce.
Total Quality Management into B2C E-Commerce.
PMAN639-Project Quality Management
University of Maryland University College
Total quality management (TQM) comprises three elements; customer focus, variation and continuous improvement. Quality begins with understandings of customer’s requirements upon which the performance goal for the organization is based. Variation in quality is controlled by using statistical methods. Continuous improvement begins with statically defined current process and identifies the future modification to the process that might reduce the defects and increases the predictability of the performance. In …show more content…
Leadership is an important factor that ultimately drives implantation of TQM by creating the elements of needs of customer’s satisfaction. Leadership could be dictatorial (which most employees dislike), democratic (where each on involve in decision making, but the leader have final saying). Leadership may be participative where the managers establish the policies and make key decisions by considering the input from the employees who ultimately implement the policies.