Introduction:
Every employee in any organisation is expected to play a dual role as a provider of goods/services and as a customer. Expectations management is the process by which expectations can be satisfied or exceeded. The outcome of expectations management leads to enhanced consideration of quality (behaviour modification) and if this process is repeated, quality becomes a self-motivation outcome.
Implementing TQM:
Senior managers seeking to implement TQM have to consider the following points:
The following questions have to be considered and answered:
These two broad questions can be followed by more specific questions such as:
The line of questioning which is supposed to take place is a reflection on how value adding effort is propagated throughout the organisation. Other issues which must be addressed by senior managers considering the implementation of TQM include the following:
The process of establishing internal customer-supplier chains which can work effectively in a TQM environment can be suggested to include the following stages:
CUSTOMER EXPECTATIONS, EXPECTATIONS FULFILMENT, BEHAVIOUR MODIFICATION, MOTIVATION. Customer expectation has been defined as follows:
‘The sum total of anticipations a customer(s) or potential customer(s) may hove regarding a product or service.’
Expectations management is the process by which expectations can be satisfied or exceeded. The outcome of expectations management leads to enhanced consideration of quality (behaviour modification) and if this process is repeated, quality becomes a self-motivation outcome. Amongst the various internal customer expectations are the following:25 comparative value; adequate resources; responsiveness; reliability; flexibility; clear and adequate communication; accountability; empathy and understanding; interpersonal skills; etc.