Answer to Question #226006 in Management for Nablis

Question

Critically discuss the role of total quality management on improving customer satisfaction by applying six sigma principles on Commercial Bank of Ethiopia

Answer 1

In total quality management (TQM), errors are detected and reduced or eliminated in manufacturing, the supply chain is streamlined, the customer experience is improved, and employees are trained to the highest standards. Total quality management  oversees all activities and tasks needed to maintain a desired level of excellence within a business and its operations. This includes the determination of a quality policy, creating and implementing quality planning and assurance, and quality control and quality improvement measures.

Total quality management has the following benefits;

• Increases employee satisfaction.
• Has a positive impact on productivity
• Production costs are reduced as a result.
• Profits are increased as a result.
• Efficiencies and reliability of processes are improved.
• Engages the workforce.
• Overall work environment is improved.
• Improves the quality of products and services offered to customers.