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Quality Management Operational Excellence

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Discuss About The Quality Management Operational Excellence?




TQM (total quality management) is the continuous process that helps the company in reducing and eliminating the errors. The error or default might occur in the internal business process such as manufacturing, enhancing the customer experience, supply chain management, and ensuring that the employees are properly trained (Dale, 2015). This assignment is based on the assignment 2 which is based on Domino’s, the assignment 2 talks about the tools and techniques of TQM. This report is written to the owner and the board of directors of the company. The report shows the benefits of the TQM and the implementation of the TQM in the company.

Benefits of TQM

TQM is an approach that is used by the company to bring the improvement in the processes of the business (Goetsch, & Davis, 2014).

Increased profitability: - Company will be able to earn more of profit if company apply TQM. With the help of the TQM the company will bring the improvement in the quality of the products and services it is delivering to the customers that enhance the sales of the company and ultimately profit will increase (Mitra, 2016).

Increased employee motivation: - The company believes that the employees of the plays a vital role in the working of the organization. The employees will participate in the ongoing process of the TQM that leads to the success. This success of the company will motivate the employees and helps in enhancing the morale of employees.

Changes in the business once TQM is implemented

Once the company will implement the TQM, there will be changes in the internal process of the business.

  • The customer satisfaction and loyalty will increase because they get quality products. The quality of the products will improve because of the implementation of the TQM in a company. This customer satisfaction enhances the brand value and brand position in the market (Charter, 2017).
  • The employees of the company don’t have to do repetitive work that encourages the employees towards maintaining the quality in the work.
  • TQM brings the improvement in the delivery timings of the products that enhance the customer trust and enhance the sales of the product. This will enhance the profit of the company.

Principles of TQM

The company's owner and the directors can implement the principles of the TQM that helps the company in influencing the culture and the behavior of the employees (Talib, Rahman, & Qureshi, 2013).

Producing Quality work

TQM helps the company bring the quality into the internal processes of the business. To achieve the quality that is required for the company to provide proper training to the employees to enhance the capabilities and skills of the employees. The Domino’s bring the quality in the product which is highly demanded by the company.

Focus on customer

The expectations and demand of the customers matter a lot for the company. The marketing team of domino’s makes sure that they are able to analyze the demand of the customer through social media, e-mail, survey, company's website, survey (Sallis, 2014). Once the demand of the customer will be fulfilled company will be able to enhance the share value of the company.


Strategic approach to improvement

This is a duty of the purchasing department of domino’s is to check the quality of the raw material. The purchasing department checks the quality of the suppliers offers in the raw material that the company provides. The company makes the deal with the suppliers who give the assurance of the quality.

Improve continuously

Training and development of the employee will improve the quality of the products and services so that the company will be able to accomplish the strategic goals and objectives. The HRD team of Domino’s makes sure that they hired employees having qualification so that they can meet the expectations of the organizations.

Encourage mutual respect and teamwork

The leaders and the managers of the company make sure that their team members work together and respect each other. Teamwork and mutual respect increase a value in the culture of the organization that helps the company in retaining the employees of the Domino’s.

Deming’s fourteen points on quality

The Deming’s 14 points on quality are core processes that guide a way to the Domino’s to implement the TQM process in the company (Akhter, 2014).

  1. Create a constant purpose toward improvement –Long-term quality improvement comes with the implementation of the TQM. The innovative ways help the company to solve the current and the future challenges of the business.
  2. Adopt the new philosophy –New vision of handling the quality of the product and services will help the company in fulfilling the needs and expectations of the company.
  3. Stop depending on inspections – inspection is the costly and time-consuming process. The business should not be depended on the inspection but they should bring the improvement.
  4. Use a single supplier for any one item – The business should form a good relationship with the suppliers who can assure the quality. The company can motivate the company to enhance the quality of the raw material (Nanda, 2016).
  5. Improve constantly and forever – The business should continuously improve the quality of the products that company delivers.
  6. Use training on job – The on job training helps the company in understanding their role in the achieving the goals and success of the company. On job training helps the employees in understanding the cultures and values of the Domino’s (Gimenez-Espin, Jiménez-Jiménez, & Martínez-Costa, 2013).
  7. Implement leadership – The leader and manager of the company need to understand the employees and have to guide them so that they will able to maintain the quality in their work.
  8. Eliminate fear – The employees and the leader should always try to follow the open and honest communication to avoid the unnecessary fear of the employees in the organization.
  9. Break down barriers between departments –The organization should try to follow cross-functional department that helps the smooth working of the business. The department in the organization should focus on the collaboration and consensus instead of compromise.
  10. Get rid of unclear slogans – Slogans use should be avoided by the managers of the employees. The manager should not use unclear slogans to praise the employees. The company should always use the face to face communication to praise the employees.
  11. Eliminate management by objective – It is not necessary for the company to achieve the goals but it is must to achieve the quality. It is the responsibility of the manager to understand the capabilities of the employees in order to bring the development of the employees.
  12. Remove barriers to pride of workmanship – Incentive, Pay, rates, work standards, piecework shows administration lack of understanding. The company should provide the pride to the employees for doing the quality work. The monetary benefits will only enhance the competition and some conflict among the team members.
  13. Implement education and self-improvement – The company should make their employees capable of dealing with the current as well as with future changes or challenges. The Domino’s company employees know very well how to deal with the future environment because they provided proper education and self-improvement sessions to their employees. This helps the employees to deal with the dynamic conditions.
  14. Make transformation everyone’s job – The organization always motivate the employees to step towards the improvement of the quality. The manager and the leader make the employees understand that their role in the improvement of the quality process. Every business brings the new and effective change in the implementation plan of the TQM.


The company who is looking to achieve the profit along with the brand value and reputation should implement the TQM in the business. This is the only way for the Domino’s to bring the improvement in the quality and leads to the success for the long-period of time. The main aim of the report is to make the owner understand that the implementation of the TQM is beneficial for the company (Oakland, 2014). The Deming’s fourteen points on quality help the company for the effective implementation of TQM in business.



Akhter, S. (2014). Deming Management Method in the Readymade Garments Industry of Bangladesh. Journal of Management, 9(1), 178-189.

Charter, M. (Ed.). (2017). Greener marketing: A responsible approach to business. Routledge.

Dale, B. (2015). Total quality management. John Wiley & Sons, Ltd.

Gimenez-Espin, J. A., Jiménez-Jiménez, D., & Martínez-Costa, M. (2013). Organizational culture for total quality management. Total Quality Management & Business Excellence, 24(5-6), 678-692.

Goetsch, D. L., & Davis, S. B. (2014). Quality management for organizational excellence. Upper Saddle River, NJ: pearson.

Mitra, A. (2016). Fundamentals of quality control and improvement. John Wiley & Sons.

Nanda, V. (2016). Quality management system handbook for product development companies. CRC Press.

Oakland, J. S. (2014). Total quality management and operational excellence: text with cases. Routledge.

Sallis, E. (2014). Total quality management in education. Routledge.

Talib, F., Rahman, Z., & Qureshi, M. N. (2013). An empirical investigation of relationship between total quality management practices and quality performance in Indian service companies. International journal of quality & reliability management, 30(3), 280-318.


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