Total Quality as an Effective Tool for Achieving Customer Satisfaction, Patronage, Productivity Gains and Sustainability in Organizations

Abstract

This study examines the influence of Total Quality Management (TQM) on customer satisfaction, patronage, productivity gains and sustainability in organizations. The study collects data from relevant materials through the application of library research design. The study found that managers didn’t pay the required attention on issues really happening in the organizations, despite the existence of improvement programs and principles. Hence, real time improvements with corrective measures are not present in the process of enhancing organizations’ overall quality. The study points out that lack of commitment from any particular group is a serious challenge to quality management. Especially, when this comes from the management who are in the control of the tasks, and it can be a major barrier to the successful implementation of TQM. Quality management programs have failed because they were not consistent and regularly. To achieve a holistic implementation of quality management requires a cultural change in the way tasks are conducted in organizations. However, the study recommends that managers should take corrective measures that would focus on the issues really happening in organizations. They should also consider total quality management tasks to be a continue process, rather than a periodic process. This demands for total cultural change in the way and manner activities are planned and executed in organizations.