Total Quality Management

Essay by kglogan79University, Bachelor'sA, January 2010

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tIn today's market, consumers have an abundance of choices and options in regard to product purchases and services. Using a division of the electronic and technology industry as an example, consumers have countless options for selecting an electronic manufacture such as Dell, Gateway, Apple, Sony, and Acer to name a few. When deciding to purchase an electronic product manufactured by one of the aforementioned companies, influencing factors exist that impact a consumer's decision. Aside from great customer service, one could argue that the highest ranked influencing factor in regard to purchasing a product or service is quality. Total quality is a description of the culture, attitude and organization of a company that strives to provide customers with products and services that satisfy their needs is how Khurram Hashmi a Quality Management Engineer defines total quality management (Hashmi, 2003). Apple, an electronic and computer software provider is among the few electronic organizations that have demonstrated their commitment to total quality management by providing quality products that are continuously enhanced making them viewed by many consumers as the number one electronic and software provider of the 21st century.

Over the last decade Apple has proven to be a leader in the electronic and computer software industry developing innovative products such as Mac, iLife, iTunes, iPod, and the iPhone to name a few. One could argue that a contributor to Apple's success is the execution of a successful total quality management program which encourages everyone to take actions that not only solve quality problems but also result in continuous improvement in the way work is done and in work outcomes (Sashkin & Kiser, 1993). Apple is continuously innovating, recreating, and improving their products and services. Just recently Apple released the 3rd generation iPhone which features include faster operation, built in camera, voice...