Total Quality Management Essay Example | Topics and Well Written Essays - 2500 words

Total Quality Management - Essay Example TQM is based on the practice and assumption that problems should be dealt with at the point of origin itself. Each process in any business, like sales, marketing, operations, finance, production, planning, personnel, technical, have parameters of input. If the input is wrong, the output is bound to be wrong. Wang suggests that the correction should be made at the input level itself, which minimizes the chances of a wrong output. Silos also agrees that every aspect and every process of the business system should be involved so that all functions – vertically and horizontally across all levels are covered (1999 cited by Cannon, 2002). Although there have been modification to the adaptation of the TQM, the essential principles of this management philosophy remains the same. This paper will highlight how Marriott considered the TQM in their hotels. Marriott International has always been known as an employee-oriented family atmosphere organization. As service expectation of the existing customers and potential customers have gone up, and as TQM is a management philosophy based on continuous improvement, Marriott felt the need to consider TQM in their company to be able to deliver quality service and to sustain their image in the competitive market. To be able to consider TQM in their organization, Marriott first ventured to define TQM in their own style. To them, TQM meant: The philosophy of the founder of Marriott was â€Å"Take care of Marriott people and they will take care of Marriott guests† (Cannon, 2002). They were in essence attempting to satisfy both their internal and external customers by the TQM approach. They believe that â€Å"Hands-on managers† are absolutely vital to continuing the Marriott culture. The managers need to possess the people skills in being able to support, inspire, encourage, lead and listen to associates. Employees leave the organization or form unions when they are dissatisfied with the management. With the