TQM Analysis

Analysis of Total Quality Management (TQM) 

Any genuine business in any industry has one common goal, and that is to satisfy its customers. Customer satisfaction is a metric that measures how happy customers are with a business’s products, services, and capabilities. It reflects how a customer feels when interacting with a business. Poor customer satisfaction leads to negative reviews, while satisfied customers will help you build your brand, Superior Towing and Transport is aware of the above therefore they make customer satisfaction their primary focuses along that line they implement TQM concepts and processes to achieve and retain high customer satisfaction.

In delivering customer satisfaction at Superior Towing and Transport, the company knows that customer understanding is very important, your customers must know that your company is not just profiting from them, loyal customers want to be assured that they are dealing with a business that truly cares about their best interests. They understand that customers prefer companies that offer multiple choices, remember their preferences, and personalize the buying experience for them. As part of their processes, their customers can make choices or preferences that are convenient for their budget and location when requesting services. They understand that good service is warm, friendly, and polite. It is easy for businesses to meet these factors, but true customer satisfaction takes more than just attentive employees, along that line they have to continue employee training.

Customer Focus:

Excellent customer service is also ensuring that the needs of consumers are met. Most consumers require convenient, intuitive customer service that delivers exactly what they want promptly, Superior Towing and Transport understand this concept and they make it part of their company process.

Superior Towing and Transport understand that Technology has become a necessary aspect of operating a business in an ever-developing modern world. The company invests in new diagnostic equipment, trucks, and towing vehicle of different sizes and capacities. They believe that social media, websites, blogs, and apps are factors that give businesses an edge over their competition, so they make sure they are not missing in the digital world.

Overall Superior Towing and Transport implement and adhere to TQM processes and concepts, in addition to the above they also practice the followings:

Employee Involvement:

Total employee involvement: At Superior Towing and Transport, all employees participate in working toward common goals. Superior Towing and Transport are process-centered. A fundamental part of TQM is a focus on process thinking and an integrated system. 

Continues Improvement:

Although Superior Towing and Transport is an organization that consists of many different functional specialties it horizontal processes interconnecting these functions make it TQM focused. Believes in continual improvement, because continual improvement drives an organization to be both analytical and creative in finding ways to become more competitive and more effective at meeting stakeholder expectations.

Process Centered:

Superior Towing and Transport believe in fact-based decision-making, to know how well an organization is performing, data on performance measures are necessary. TQM requires that an organization continually collect and analyze data to improve decision-making accuracy, achieve consensus, and allow prediction based on history.

Leadership and Communication:

Leadership at Superior Towing and Transport believes in good and transparent communications, during times of organizational change, as well as part of day-to-day operation, effective communications play a large part in maintaining morale and in motivating employees at all levels.