Quality

Total Quality Management

Introduction
Nowadays, there is in increasing level of the competition that creates the issue for the firms to sustain in the competitive market and to develop a good customer base. So, in order to mange this issue ad to have the consistency in the business, there are different strategies and the ways that are used by the firms. In this, total quality management is also one of the major concepts that are used by the firm. It is because by following this concept in the business, it is easy for the firm to target the customers and to provide the best quality products for the customers (Das et al., 2011). In addition, there are also different building blocks of the business excellence process like leadership, planning, information, people, customers and the results that are also used by the firm in the success in the market and to successfully operate the business in the market. In the concern of Singapore, it is one of the leading an island city-state off southern Malaysia and there are different tourist locations that attract the customers to visit the Singapore. So, due to increasing level of the business and to develop a good customer base, there are different firms that are operating their business in Singapore.

In this, Nestle is also one of major firm that are highly popular in the market because of providing different types of foods and the drinks. But at the same time, in order to successfully operates the business, the firms has to get the Singapore quality class and the Singapore quality award that are made by the Spring Singapore (Nestle, 2017). Furthermore, this paper discusses the different critical success factors that play a major role in the successful implementation of the total quality management (Desai et al., 2012). Along with this, this paper also describes the different similarities and the difference between the CSF of TQM and the Building Blocks of the BE. In the other way, this paper also discusses the different ways and the techniques that are used by Nestle to achieve the Singapore quality award.
Task 1
1.1 Critical Success Factors of successful implementation of TQM
In the views of Desai et al., (2012), it is defined that there are different CSFs that define the successfulness and the unsuccessfulness of the total quality management in the firm. In this, focus on the customers is one of the major factors that assist Nestle in the successful implementation of the total quality management. It is because in this, firm tries to provide the best quality products for the customers by identifying their need and want. It makes easy for the firm to target the customers and to successful implementation of the TQM in the firm. It also makes a positive image of the firm in the customers’ mind and provides the competitive advantage for the firm as well (Emsley, 2011). Due to this, it is one of the major factors that are helpful in the successful implementation of the TQM in the firm.
Along with this, continuous improvement is also one of the major factors that help in the implementation of the TQM in the firm. In this, as per the demand of the customers in the market and the working environment, firm always tries to have the change in the policies, procedures and controls as well as firm also tries to adopt the new technology in the production process (Goetsch,. and Davis, 2014). This all change and the continuous improvement assist the firm to grab the market opportunities to successful implement the total quality management in the firm. But at the same time, in the research of Hoang et al., (2010), there are also different issues and the challenges that are also faced by the firm at the time of using the critical success factors for successful implementation of the total quality management and in this, the cost and the time are the major factors that create the issues for firm. It is because some change in any process of the firm increase the cost of the firm and creates the financial issue for the firm. It also takes so much time for successful implement that change and to have continuously improvement in the process. Because of this, it can be stated that in the concern of Nestle, there are also different issues that firm faces in the successful implementation of the total quality management.
SR No Critical Success Factors
1 Continuous improvement in process
2 Customer requirements
3 Improvement culture
4 Effective control
5 Training
6 Commitment and understanding from employees
7 Employee empowerment and teamwork
Apart from this, from the views of Irfan, & Kee, (2013), it is pointed out that quality improvement is the major critical success factors that help the firm in the successful accomplishment of the total quality management. It is because now customers are now become the health concisions and they prefer the best quality products from the firms. Nestle is always prefers the quality in the products that is why this firm is continuously performing well from last many years. The quality in the products also helps the firm to develop a good brand image in the customer mind and in the market also that assist the firm to get the competitive advantage to develop a good customer base. Because of this, it can be stated that quality improvement is the major aspects that play a major role in the successful implementation of the total quality management.
In the same concern of this, in the research of Ismail Salaheldin, (2009), it is defined that as Nestle is the major firm in the food and the drink market so having the best quality in the products and use the healthy ingredients in the production of the food and the drink is the major priority of the firm. Because of this, this firm has the largest market in the different countries and because of providing the better products for the customers; this firm is also rewarded by the Singapore government by the Singapore quality award. Due to this, it can be stated that quality improvement is the major aspects that is considered by the firm in the development of the total quality management. In addition to this, accurate evaluation is also one of the major factors that play a major role in the successful accomplishment of the total quality management (Kaplan et al., 2010). In this, firm evaluate every strategy effectively by the firm and on the basis of this, firm takes the further decisions that overcome the possibilities of arising any issues in the plan and increase the success of the firm. Due to this concern, accurate evaluation is considered as a major factor that helps on the successful implementation of the total quality management.
1.2 Building Blocks of BE (Business Excellence)
These are the major part of the business that decides the success of the firm in the limited time and the effective manner. The building blocks assist the firm to get the higher productivity and to successful manage the business. Additionally, there are generally seven blocks like excellence, leadership, planning, information, people, process, customers and the results that play a major role in the success of the firm.
1.3 Similarities and the Difference between the CSF of TQM and the Building Blocks of the BE
Building Blocks CSFs
Process Training
Information/knowledge Improvement culture
Leadership Effective control
People Employee empowerment and teamwork
Result Commitment and understanding from employees
Planning/Strategy Continuous improvement in process
Customers Customer requirements

There are different similarities and the differences between the CSF of TQM and the Building Blocks of the BE. In the findings of Kaplan et al., (2010) defined that there are different similarities in CSF of TQM and the building blocks of the BE. For both concepts, the customers are the major priority. In this, firm always try to provide the full customer satisfaction through the products and the services. The all need of the customers is highly preferred by the firm and accordingly the customers are targeted by the firm. It helps the firm to increase the customer base and to develop a good brand image in the market. But at the same time, there are lots of difference in the use of CSF of TQM and the building blocks of by using the building blocks. In addition, in the research of Kuo et al., (2009), it is determined that different issues are faced by the firm in the determinations of success in performance measurement in CSFs of TQM that is not faced by the firm in the use of building blocks that is why the building blocks are quite better to use instead of CSFs of TQM. But, in the research of Long et al., (2010), it is defined that the key performance indicators are same of using the Building blocks and the CSFs of TQM. It is because in order to get the information about the successfulness and the unsuccessfulness there are different KPIs like speed, delivery speed, profitability, etc that are used to measure the success of CSFs of TQM and building blocks.
But, in the research of Malik et al., (2013), it is stated that there are different similarities like leadership, supporting culture, etc that are same and both firm work on same aspects for getting the competitive advantages and to develop a good customer base. In addition, the major concern of the firm to use the both aspects is to get the success in the firm. It is because there is a continuous change in the need of the customers that creates the issue for the firms to sustain in this competitive environment (Madu, 2012). Because of this, there are different aspects related to the building locks and the CSFs of TQM like continuous improvement in process, improvement culture, planning/strategy, Information/knowledge, etc that are used by the firm.
Task 2
2.1 Tools and Techniques used by Nestle
As Nestle is one of the leading firms of food and drink segments so firm has the wide network and the large customer base. But at the same time, there is a changing nature of the business due to the globalisation and government free trades that makes the issue for the firm to successful manage the business and the customer base as well. So, in order to mange this issue and to do effective business, there are different tools and techniques and strategies that are used by the firm and provide the success of the firm in the competitive market (Malik et al., 2013). Nestle managing its business in Singapore so for successful manage the business and to get the SQC and SQA certificate, firm use the different ways and the strategies. In the same concern of this, from the business report of Nestle, it is determined that quality improvement is also one of the major techniques that are used by the firm in Singapore to manage the business and to achieve the SQC level and SQA certificate.
In the research of Nourani et al., (2017), it is defined that there are different rules and the regulations regarding the health of the people in Singapore and the quality of the products. Because of this, having the high quality in the products is one of the major techniques that is quite necessary for the firm to use that is why firm uses the quality improvement techniques in its business process. At the same time, according to the Ooi et al., (2011), Nestle also uses the building blocks for the business excellence such as leadership, customers, strategy, information, people, process and result. The reason in this is also elaborate in the research of Yeo (2009) by stating that the use of all building blocks makes easy the firm to effectively perform in Singapore and to follow the criteria of getting the SQC level and SQA certificate.
Leadership
This technique helps the firm to get the competitive advantages and to get the success in the business. By using this technique, it is also easy for the firm to achieve the corporate social responsibility. From the report of the firm, it is indentified that there are different CSR activities that are done by the firm like open the school, donation, etc that shoe the use of the building blocks by the firm (Zairi, & Alsughayir, 2011).

But at the same time, it is also observed that there are also different issues related to the cost and the time that are faced by the firm at the time of using the CSR activities in Singapore. The all issues affect the working condition of the firm and also create the business issues.
Customer Satisfaction
It is also one of the best and effective strategies that are also used by Nestle to achieve the SQA and SQC. In this, firm always tries to provide the best and the effective service for the customers in terms of the quality in the products and by keep the price affordable. It increases the customer base of the form and provides the competitive advantage for the form as well. In order to sustain in the Singapore market, the satisfaction of customers is the only way that can provide the competitive advantage for the firm and encourage the employees to perform well in the firm. Due to this concern, the one of the major technique of achieving the SQC is the customer satisfaction (Zakuan et al., 2012). In addition, for better customer service, firm also uses the customer driven services that assist the firm to evaluate the service that is provided by the firm for the customers. This service makes easy the firm to provide the better quality service for the customers and to achieve the SQC and the SQA certificate in Singapore.
Used the Strategy
In the research of Zeng et al., (2011), it is defined that strategy also has its major importance in the success of the firm in the Singapore market and get the SQA certificate. In this, firm defined the aims, objectifies and the goal of the firm that assist the firm to perform in the right direction and also make easy the firm to perform well in Singapore. There is a committee in the firm that always ready to provide the good direction for the firm regarding to achieve the goal of the firm and to get the competitive advantage in the market. As well as, from the report of the Nestle, it can also be stated there are different techniques that are also sued by the firm to protect the all data of the customers and to develop a good customer base (Ooi et al., 2011). In addition, firm also uses the corporate and strategic planning cycle that provide apish the firm to successful perform their strategies to achieve the goal and the objectives. But at the same time, some government rules of Singapore and the extra expanses of the firm create the issue for the firm to successfully manage this process and to get the SQC and SQA certificate.
People
It is also one of the most important levels of the building blocks that are used by Nestle to manage the entire work of the firm related to employees, customers, etc. From the study of Nestle, it is also determined that firm also uses the HRM (Human Resource Management) framework for better management the all work of the firm and to manage the all issues that can affect the firm aims and the objectives. Because of this, firm uses the HRM framework in this organization (Kuo et al., 2009). The survey of Nestle, it is determined that for better HRM practices, firm also uses the organizational and personal learning that helps the firm to increase the learning capacity of the employees and also increases the possibilities of getting the SQC and SQA certificate from Singapore government.

But at the same time, firm also faces some issues like employees’ engagement, culture, etc. It is because sometime learning in the firm affects the self morale of the employees and they ignore it that creates the issue for the firm and in the use of HRM practices (Long et al., 2010).
Information and knowledge management
It is also the important strategy of the building blocks that is used by the firm to get the information about the firm and the market. Nestle uses the information architecture system in its business for getting the information and to store the information in an effective way. It assists the firm to safe the information for a long time and to have a better use of that information for getting the SQC and SQA certificate (Irfan, & Kee, 2013).
Process
This technique is also used by the firm for better management of the work and to get the competitive advantage over the competitors in Singapore market. In order to engage the people or the all stakeholders, Nestle uses the different ideas and the ways like developing effective working environment, creativity and innovation in the products, etc (Hietschold et al., 2014). It not only helps for the employees to perform well but it also helps the employees to get the better products. It also assists the firm to manage the business in any crisis situation and to recover from any recession situation. It also assists the firm to get the SQC and the SQA certificate in Singapore.
Results
This way is also used by the firm because of having the clearance about the performance of the firm and the need to improve the performance of the firm as well. There are different ways for analysing the results like operational results, financial results, customers’ results, etc (Desai et al., 2012). On the basis of these results, firm has some change in its business process and make the plan accordingly to target the maximum customers.
Approach None Reactive Defined Integrated Refined Innovative
Deployment None Some Some Key Most key All key All
Results None Limited Fair Good Very Good Excellent
Leadership 90
Customers 95
Strategy 55
Information 70
People 75
Process 85
Result 370
Business Excellence
Band 1 2 3 4 5 6
Score 840/1000
From the above table, it can be determined that the above score is (>800) i.e. 840 that means firm has the SQC and SQA certificate in Singapore.
Conclusion
From the above discussion, it can be determined that there are various CSFs factors of the TQM success like understanding from employees, process, people etc as well as there are also different building blocks like leadership, customers, etc that are quite similar and have some differentiation also. Moreover, it can also be summarised that there are different ways such as process, customers, results, etc that are used by Nestle to get the SQC and SQA certificate in Singapore.

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