Customers’ increasing demand for superior quality products and services has made the market a very harsh environment. Organizations are looking for new ways to improve themselves in order to survive on the market and maintain their competitiveness. Therefore, continuous development has become a priority.
In this environment, Total Quality Management (TQM) is an important and useful concept. It helps the organization assess its level of maturity in terms of quality assurance and it provides information about the areas that need improvement.
TQM is an integrated organizational effort designed to improve quality at every level. TQM is about meeting quality expectations as defined by the customer. Defining quality is very difficult, as the concept is somehow subjective.
Definition of quality depends on the organization and its clients’ list. In the case of a manufacturing organization, quality most commonly translates as conformance to standards since the finite product is tangible and can be measured directly. On the other hand, with services organizations, where the final product isn’t tangible but experienced, quality of services is defined by perceptual factors.
Dimensions of Quality for Manufacturing versus Service Organizations