INTRODUCTION:
In Zimbabwe, Business environment has tremendously changed and enhancement in quality has become one of the essential strategies that are being implemented by many small and medium enterprises(SMEs) in order to achieve organisational competitive advantage. Total Quality Management (TQM) is based on that all organisation staff and employees should collaborate with each other for the purposes of producing high quality products and services in order to meet customers' demands(Whyte & Witcher, 1992). In addition, organisations must improve their products’ and services’ quality in order to survive within other competitors. In order to enhance organisational performance, and for the purposes of improving customer satisfaction, several …show more content…
In order to achieve the research objectives, this research also will focus on variables that cover on other requirements of TQM and implementation. Findings of the research will also give Small and medium firms’ directors, managers, production workers, salesmen in Zimbabwe ideas and understanding of methods or techniques and suitable models and philosophy of TQM. Expectantly, this research can help Small Firms to recognize the best TQM implementation headed for their business through customer satisfaction and excellence I.e quality and …show more content…
In other words from Pfau, (1989) stated that, TQM is an approach for continuously improving the quality of goods and services delivered through the participation of all individuals at all levels of an organization .It includes three fundamental principles of total participation of every person and every department, Quality as meeting customer needs and expectations and Management enabling conditions for total quality.
Moreover, he added that “management has to outline the quality goals, quality policies and quality plans so that employees are constantly reminded that the customers, not the product, is the top priority.”
Small retailing enterprises apply TQM principles by applying improvement teams and individuals i.e. production workers, supervisors, till operators, salesmen etc are constantly working on improving service to customers .Therefore small to medium firms should ensure awareness and commitment for everyone,clear mission, systems planning approach, teaming replacing hierarchy, enabling and empowerment replacing fear, focus on mastery training, management by measurement for quality improvement for global market
In Zimbabwe, Business environment has tremendously changed and enhancement in quality has become one of the essential strategies that are being implemented by many small and medium enterprises(SMEs) in order to achieve organisational competitive advantage. Total Quality Management (TQM) is based on that all organisation staff and employees should collaborate with each other for the purposes of producing high quality products and services in order to meet customers' demands(Whyte & Witcher, 1992). In addition, organisations must improve their products’ and services’ quality in order to survive within other competitors. In order to enhance organisational performance, and for the purposes of improving customer satisfaction, several …show more content…
In order to achieve the research objectives, this research also will focus on variables that cover on other requirements of TQM and implementation. Findings of the research will also give Small and medium firms’ directors, managers, production workers, salesmen in Zimbabwe ideas and understanding of methods or techniques and suitable models and philosophy of TQM. Expectantly, this research can help Small Firms to recognize the best TQM implementation headed for their business through customer satisfaction and excellence I.e quality and …show more content…
In other words from Pfau, (1989) stated that, TQM is an approach for continuously improving the quality of goods and services delivered through the participation of all individuals at all levels of an organization .It includes three fundamental principles of total participation of every person and every department, Quality as meeting customer needs and expectations and Management enabling conditions for total quality.
Moreover, he added that “management has to outline the quality goals, quality policies and quality plans so that employees are constantly reminded that the customers, not the product, is the top priority.”
Small retailing enterprises apply TQM principles by applying improvement teams and individuals i.e. production workers, supervisors, till operators, salesmen etc are constantly working on improving service to customers .Therefore small to medium firms should ensure awareness and commitment for everyone,clear mission, systems planning approach, teaming replacing hierarchy, enabling and empowerment replacing fear, focus on mastery training, management by measurement for quality improvement for global market