Total Quality Management and Continuous Improvement †Free Samples

Question: Discuss about the Total Quality Management and Continuous Improvement. Answer: Introduction Total quality management is the tool to improve the existing quality of the business by using the new methods and mean to deliver the high quality services and products to clients. In this report, OCBC Bank Singapore has been taken into consideration. It is over sea Chinese Banking Corporation, listed in Singapore which is consistently endeavouring towards providing banking and financial services to clients. The OCBC Bank has been following several total quality management principles to increase its overall outcomes and effectiveness of services. A focus of customers- This TQM principle focuses on increasing the clients satisfaction by offering best quality banking and financial services to clients. The process team of OCBC Bank needs to focuses on identifying the key issues for improving the loan clearance process. The first action plan would be to implement proper cyber computing system which could ease the documentation process and get the learn clearance process within just half an hour. Another action plan would be to arrange proper support chat staff. They will help clients to understand the concern of the business (Valmohammadi, Roshanzamir, 2015). Top management support and direction- This TQM principle focuses on increasing the overall involvement of the management in the work process system of bank (Madanat, Khasawneh, 2017). It is considered that the first action plan would be to conduct the meeting on weakly basis. It is analysed that management team need to analysis all the internal and external factors of business and with the proper meeting program. Top management needs to take into account all the busienss decisions by undertaking the resolution and meeting agenda program. In addition to this, Top management could also direct their employees through the daily agenda program. It could be communicated to all the employees through the intranet program. These both action plans would help OCBC bank to increase the quality of its work program. Employee involvement- The employee involvement focuses on the participation of employees in the business decisions. Employees have the core knowledge of the busienss program. This principle could be implemented in the value process of OCBC by following two action plans. First is related to allowing employees to attend the general meeting of company. It will allow them to put their matters in front of the manager. The second action plan is related to establishment of the grievance portal which will increase the overall outcomes of the business. It will allow organization to mitigate the employees issues and improve the existing performance (Dubey, Gunasekaran, (2015). Reliance on standards and measures- It is the process to make the organizational culture more clients oriented. However, this principle of TQM could be installed in the business of OCBC bank by using the below give action plan (Syduzzaman, et al. 2016). OCBC needs to collect the data from clients in market through the primary sources such as observation, interview and direct contact. After that, all the standards and measures would be customized as per the clients need and demand. The management of OCBC could also ease the process system to put Reliance on standards and measures for clients. It will make easy for the clients to raise funds, deposing money in the bank account of company (Lee, 2017). Managing supplier quality The main objective of TQM is to increasing the quality of the business functions of organization. In first action plan of OCBC, it could hire experts staff in its all front desk who could politely handle the employees and their grievances. These experts staffs should have effective communication intents. Another action plan of OCBC would be to develop online Application system which could be used by clients as their pocket bank. It will allow them to directly manage their accounts on the basis of their own instructions and orders. It will increase the learning and also ease the banking process for clients in market (Gordon Thornton, 2014). Conclusion After assessing all the information on the Total quality management, it could be inferred that each and every company should follow the principles of TQM to increase the existing quality of the services offered to clients. Ideally, quality of the services of organization is highly based on the performance of employees. Therefore, all the employees should be adhered by the principles of TQM. The OCBC Bank could integrate these TQM principles to deliver the better banking services to clients. References Dubey, R., Gunasekaran, A. (2015). 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The guidelines of improvement: Relations among organizational culture, TQM and performance.International Journal of Production Economics,164, 167-178.