Topic for MIDTERM

1. Total Quality Management in the Hospitality Industry.

• TQM is providing a service quality that strikes a balance between
guest expectations and their perception of the service received.
Therefore, the more information the hotel can glean from the guest, the
smaller the gap between the expectation and the perception of the
service provided.

2. Total Quality Management in the Healthcare Setting.

• TQM is a system that, when applied to the medical industry, ensures
that a quality focus is maintained throughout every step of the
healthcare delivery process. This ensures that patients receive the
highest possible standard of care at all.

3 . Total Quality Management: Principles and Evolution.

• The Eight Core Principles of TQM are Customer Focus, Leadership,

Involvement of People, Processes Approach, System Approach to
Management, Continual Improvement. Factual Approach to Decision-
Making, and Mutual Beneficial Supplier Relationship.

• Most professionals and organizations have witnessed the evolution of

TQM. It started with the inspection stage and evolved through
inspection stages, quality control, and quality assurance into what today
is modern TQM.
 4. The Role of Human Resource Management in the
Implementation of Successful Total Quality Management in
Hospitality Industry.
• It is therefore the responsibility of the HRM to ensure that the staffs
are well trained and developed in their career in order to ensure that
they offer the services based on the quality goals of the organization.
There should also be training to update the staffs on the chances that
have occurred in the TQM

5. Total Quality Management (TQM) as significant issue in the

Contemporary Strategic Management.

Quality Management Issues and Challenges

• Redesign organizational structure.
•Workforce diversity.
• Innovation and change.
• Employee motivation.
• Knowledge management.
• Technological development.
• Improving the quality of service.

6. Total Quality Management: Quality and Customer Satisfaction.

• A core definition of total quality management (TQM) describes a
management approach to long-term success through customer
satisfaction. In a TQM effort, all members of an organization participate
in improving processes, products, services, and the culture in which
they work.

7. Introduction and Implementation of Total Quality Management.

• TQM is considered a customer-focused process that focuses on
consistently Improving business operations management. It strives to
ensure that all associate employees work toward the common goals of
improving product or service quality, as well as improving the
procedures that are in place for production.
• The general process of implementing TQM follows these steps: The
organization assesses its current culture and quality management
systems and identifies core values management decides to commit to
TQM and develops a TQM master plan. The organization identifies and
prioritizes customer demands.

8. Total quality management: a path to sustainable growth and

improvement.
• TQM is considered a customer-focused process that focuses on
consistently improving business operations management. It strives to
ensure that all associated employees work toward the common goals of
improving product or service quality, as well as improving the
procedures that are in place for production.
• TQM plays an integral role in facilitating business growth, promoting
efficient human resource management, guaranteeing customer
satisfaction and enhance strategic management in various aspects of
the business.
 9. Total Quality Management: Pioneers, Elements and Trends
•Pioneers

• Joseph Juran-emphasized that quality should be managed like any

other business function and stressed the importance of top
management’s commitment to quality.
• Edwards Deming- is best known for his 14 Points for Management,
which emphasize the importance of leadership, continuous
improvement, and the involvement of all employees in the pursuit of
quality.
•Philip Crosby-approach to quality management is based on his concept
of “Zero Defects,” which asserts that organizations should strive for
perfection and not accept any level of defects.

Elements

• Management’s commitment to quality: If an organisation is serious

about implementing TOM, the lead has to be taken by the top
management with full commitment.
•Customer satisfaction: TQM is designed in such a manner so as to
meet the expectations of customers.
•Preventing rather than detecting defects: TQM checks the poor quality
products or services rather than simply to detect and sort out defects.
“Prevention rather than detection” is the main characteristic of TOM.
• Measurement of Quality: Quality is a measurable entity and we must
know what current quality levels are i.e. Where we are or where we
stand in respect of the quality and what quality levels we are aspiring
for or where we are going.
• Continuous improvement: TQM comprises of a continuous process of
improvement covering people, equipment, suppliers, materials and
procedures.
• Corrective action for root cause: TQM aims at preventing repetition of
problems by identifying the root causes for their occurrence and
developing means and corrective actions to solve the problems of the
root level. Failure analysis and problem solving skills are very useful
techniques in this regard.
• Training: Proper training programmes have to be undertaken to train
the employees for the use of TQM concepts and techniques. Employees
have to be provided regular training for continuous improvement.
•Recognition of high quality: TQM aims at developing long term
relationships with a few high quality suppliers rather than those
suppliers who supply the inferior goods at the low cost.
• Involvement of Employees: Involvement of employees means that
every employee is completely involved at every step of production
process which plays an active role in helping the organisation to meet
its targets.

• Benchmarking: Benchmarking is a systematic method by which

organisations can measure themselves against the best industry
practices. Benchmarking aims at developing best practices that will lead
to better performance.
Trends
In this article, we’ll talk about some of the newest trends in TQM, like
data-driven decision-making, customer focus, and continuous
improvement. Organizations can develop effective TQM initiatives and
maintain market competitiveness by being aware of these trends.

10. The Dimensions of Total Quality Management in Business

Firms.

• The newest trends in TQM, like data-driven decision-making,

customer focus, and continuous improvement. Organizations
can develop effective TQM initiatives and maintain market
competitiveness by being aware of these trends.
SEMIFINALS
Topic: Operations
Management ( OM)

a) Define Operations Management:

Operations Management is a field of management that focuses on
designing, overseeing, and controlling the processes and activities
involved in the production of goods and services within an organization.
It involves planning, organizing, coordinating, and controlling resources
to ensure efficient and effective operations. The goal of operations
management is to optimize productivity, quality, and customer
satisfaction while minimizing costs and waste.

b) Responsibilities of Operations Management:

The responsibilities of operations management may vary depending on
the industry and organization, but some common responsibilities
include:

1. Strategic Planning: Developing operational strategies aligned with

overall organizational goals and objectives.
2. Capacity Planning: Determining the resources and capacity required
to meet production demands.
3. Process Design and Improvement: Designing and improving
production processes to enhance efficiency and quality.
4. Inventory Management: Managing inventory levels to ensure
adequate supply while minimizing holding costs and stockouts.
5. Quality Management: Establishing and implementing quality control
measures to ensure products or services meet or exceed customer
expectations.
6. Supply Chain Management: Managing the flow of materials,
information, and resources along the supply chain to ensure timely
delivery and customer satisfaction.
7. Project Management: Planning, organizing, and executing projects to
achieve specific operational objectives.
8. Scheduling: Creating production schedules and coordinating activities
to optimize resource utilization.
9. Lean Management: Identifying and eliminating waste across
operations to improve efficiency and reduce costs.
10. Risk Management: Identifying and mitigating potential risks that
may impact production or supply chain operations.

c) Production and Process Design:

Production and process design involves determining the most efficient
and effective way to produce goods or deliver services. It includes
designing production layouts, selecting appropriate equipment and
technology, and establishing standardized operating procedures. The
goal is to optimize resource utilization, minimize waste, and ensure
consistent quality.
d) Planning and Scheduling:
Planning and scheduling involve creating detailed production plans,
determining the sequence of operations, allocating resources, and
establishing timelines. It includes capacity planning, material
requirements planning, and creating production schedules to ensure
timely and efficient completion of tasks.

e) Inventory Control:
Inventory control involves managing the levels of raw materials, work-
in-progress, and finished goods to ensure smooth production and
timely order fulfillment. It includes forecasting demand, determining
optimal order quantities, implementing inventory tracking systems, and
minimizing holding costs while avoiding stock outs.

f) Quality Assurance & Improvement:

Quality assurance focuses on establishing systems and processes to
ensure that products or services meet or exceed customer expectations.
It involves implementing quality control measures, conducting
inspections and tests, and continuously improving processes to enhance
product quality and customer satisfaction.

g) Supply Chain Management:

Supply Chain Management involves managing the flow of materials,
information, and resources from suppliers to the final customers. It
includes activities such as supplier selection, procurement,
transportation, warehousing, and distribution. The goal is to optimize
the entire supply chain to enhance customer value, reduce costs, and
improve efficiency.

h) Statistical Analysis and Decision Making:

Statistical analysis and decision making involve using statistical
techniques and data analysis to make informed decisions in operations
management. It includes analyzing data on production, quality,
inventory, and other operational factors to identify trends, patterns, and
opportunities for improvement.

i) Competitiveness & Strategy:

Competitiveness and strategy involve developing and implementing
competitive strategies to gain a competitive advantage in the market. It
includes analyzing market trends, understanding customer needs, and
aligning operations to support the overall business strategy.

j) Managing Quality:
Managing quality involves establishing and implementing quality
control measures to ensure that products or services meet specified
quality standards. It includes implementing quality management
systems, conducting audits, and continuously improving processes to
enhance quality and customer satisfaction.

k) Linear Programming:
Linear programming is a mathematical optimization technique used in
operations management to find the best solution to a problem with
linear relationships. It is used to optimize resource allocation,
production planning, scheduling, and other operational decisions.

m) Transportation Models:
Transportation models are mathematical models used to optimize
transportation and logistics decisions. They help in determining the
most efficient routes, shipment quantities, and transportation modes to
minimize costs and improve delivery performance.

n) Assignment Methods:
Assignment methods are mathematical techniques used to allocate
resources, tasks, or jobs to individuals or workstations. They help in
optimizing resource allocation, minimizing idle time, and improving
overall productivity.

o) Forecasting:
Forecasting involves estimating future demand for products or services
based on historical data, market trends, and other relevant factors. It
helps in production planning, inventory management, and decision
making related to capacity and resource allocation.

p) Project Management:
Project management involves planning, organizing, and controlling
resources to achieve specific project objectives within defined
constraints such as time, cost, and quality. In operations management,
project management is used for managing and implementing projects
related to process improvement, new product development, facility
expansion, or other operational initiatives.