COLLEGE OF BUSSINES EDUCATION

(CBE)

DAR ES SALAAM CAMPUS

AN ASSIGNMENT GIVEN AT PARTIAL FULFILMENT OF THE COURSE

DEPARTMENT OF BUSINESS ADMINISTRATION

TASK :INDIVIDUAL ASSIGNMENT

LECTURER :PAUL ONDIEK

SUBJECT :MANAGEMENT CONSULTANCY

COURSE :BUSINESS ADMINISTRATION (BBA III)

NAME :BEATRICE MCHUNGA

REG NO :03.5318.02.01.2021

STREAM :TNC A

INTAKE :SEPTEMBER

QUESTIONS : (a) Define the concept of Total Quality Management as it is applied

in management consultancy; (b) Explain five (5) reasons justifying the relevance of Total
Quality management in consultancy process. (C) describe three ways in which you will
ensure that Total Quality is achieved when undertaking a consultancy assignment

DEADLINE :28th April 2024

 a) The concept of Total Quality Management as it is applied in management
consultancy;

In the world of management consulting, Total Quality Management (TQM) is a

customer-centric approach that involves the entire organization in continuously
improving its processes, products, and services. It's not a one-time fix, but rather a
philosophy that emphasizes long-term success through:

Customer Satisfaction: The core principle is that the customer defines what quality is.
TQM consultants help businesses identify customer needs and expectations, and then
align all operations to meet them.

Employee Involvement: Everyone in the organization, from top management to front-

line staff, is responsible for quality. Consultants guide companies in fostering a culture of
quality where employees feel empowered to suggest improvements and identify
problems.

Continuous Improvement: TQM is an ongoing process. Consultants help businesses

implement methods to constantly analyze and refine their practices to eliminate waste,
reduce errors, and improve efficiency.

Data-Driven Decisions: TQM relies on data and metrics to track progress and identify
areas for improvement. Consultants assist companies in setting up systems to collect
and analyze data to make informed decisions about quality initiatives.

b) Five (5) reasons justifying the relevance of Total Quality management in

consultancy process.
1. Universal Focus on Customer Satisfaction:

TQM isn't just about internal efficiency; it's about exceeding customer expectations.
Consultancy projects guided by TQM principles begin by defining "quality" through the
lens of the customer. Consultants work with businesses to identify customer needs and
pain points, ensuring every step of the consultancy aligns with achieving superior
customer satisfaction. This translates to increased customer loyalty, a stronger brand
reputation, and a powerful competitive advantage.
 2. Building a Culture of Continuous Improvement:

The business world is a constant state of flux. TQM's emphasis on continuous

improvement equips companies with the agility to adapt and evolve. Consultants can
guide clients in implementing processes for ongoing analysis of performance metrics,
establishing feedback loops to capture employee and customer insights, and refining
strategies based on data. This ensures businesses are constantly learning, improving,
and staying ahead of the curve.

3. Data-Driven Decision Making:

Intuition has its place, but solid business decisions require data. TQM consultants act as
data champions, helping businesses leverage data and metrics to inform every step of
the consultancy process. By analyzing data on performance, processes, and customer
feedback, consultants can recommend evidence-based solutions that drive measurable
results. This data-driven approach minimizes guesswork and maximizes the return on
investment for clients.

4. Employee Engagement and Ownership:

A disengaged workforce is a recipe for mediocrity. TQM principles empower employees

at all levels to participate in the quality improvement process. Consultants can assist
companies in fostering a culture where employees feel valued, encouraged to suggest
improvements, and take ownership of their work. This not only leads to a more efficient
and innovative work environment, but also fosters a sense of pride and accountability
within the organization.

5. Standardized Framework for Efficient Project Delivery:

The structured approach of TQM provides a strong foundation for managing

consultancy projects. Consultants can utilize TQM principles to establish clear project
phases with defined goals, define quality standards for deliverables at each stage, and
implement quality control measures throughout the engagement. This ensures a
consistent and efficient project delivery experience for clients, minimizing delays,
rework, and ensuring projects meet their desired outcomes.
 c) Three ways in which I will ensure that Total Quality is achieved when undertaking
a consultancy assignment.
i. Client-Centric Goal Setting and Measurement:

Deep Customer Understanding: I will begin by working closely with the client to truly
understand their definition of "quality" in the context of the project. This might involve in-
depth interviews, customer journey mapping, or analyzing customer satisfaction data.
By prioritizing the client's perspective, we can establish clear, measurable goals that
directly address their needs and expectations.

Data-Driven Progress Tracking: Throughout the engagement, I will leverage data and
metrics to track progress towards achieving these goals. This might involve collecting
data on key performance indicators (KPIs) relevant to the project, analyzing customer
feedback, or monitoring internal process efficiency. By regularly analyzing this data, I
can identify areas for improvement and ensure the project stays on track to deliver the
desired outcomes.

Regular Feedback Loops: I will establish clear communication channels and feedback
loops throughout the project. This could involve scheduling regular progress meetings,
conducting surveys, or utilizing collaboration tools. By actively seeking and
incorporating client feedback, I can ensure the project remains aligned with their
evolving needs and expectations.

ii. Continuous Improvement Methodology:

Iterative Approach: I'll adopt an iterative approach to the project, breaking down
deliverables into smaller, manageable phases. This allows for ongoing evaluation and
refinement as we progress. After each phase, I'll analyze the results, identify areas for
improvement, and adapt the approach for subsequent phases. This iterative process
ensures the final deliverables are of the highest quality and truly meet the client's needs.

Knowledge Sharing and Upskilling: As part of the project, I will focus on knowledge
transfer and upskilling the client's team. This might involve conducting workshops,
providing training materials, or facilitating collaborative problem-solving sessions. By
equipping the client's team with the skills and knowledge gained throughout the project,
they can continue to improve processes and maintain quality standards long after the
engagement ends.

Lessons Learned Documentation: Upon project completion, I will document key

learnings and best practices identified throughout the engagement. This "lessons
learned" document will serve as a valuable resource for the client, allowing them to
apply these insights to future projects and continuously improve their internal
operations.

iii. Quality Control and Risk Management:

Defined Quality Standards: Before commencing the project, I will collaborate with the
client to establish clear quality standards for all deliverables. These standards might
encompass aspects like accuracy, timeliness, or adherence to specific methodologies.
By defining these expectations upfront, we can ensure all project outputs meet the
agreed-upon level of quality.

Proactive Risk Mitigation: I will conduct a thorough risk assessment at the outset of
the project to identify potential challenges and roadblocks. This proactive approach
allows for the development of contingency plans to address these risks and minimize
their impact on the project timeline, budget, or quality of deliverables.

Ongoing Quality Reviews: I will implement a system for ongoing quality reviews
throughout the project. This might involve peer review of deliverables, internal quality
checks, or incorporating external subject matter expertise. By proactively identifying and
addressing quality issues early on, we can minimize rework and ensure the final
deliverables are of the highest standard.

By implementing these three key strategies, I can strive to achieve Total Quality
Management within the consultancy assignment. The focus on client-centricity,
continuous improvement, and rigorous quality control ensures that the project delivers
tangible results that meet the client's needs and expectations.
REFERENCES:

 Oakland, J. S. (2011). Total quality management in services: competing through

customer value (4th ed.). Routledge.
 Byrd, R., & Oakland, J. S. (1995). Customer orientation and continuous
improvement: The key concepts of TQM.
 Antony, J., Antony, F. J., & Rodgers, B. (2005). Key performance indicators for
the service sector.
 Deming, W. E. (2012). The 14 points for management. McGraw-Hill Education.
 Pfeffer, J., & Sutton, R. I. (2005). The knowing-doing gap: How smart companies
turn knowledge into action.