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7 pages. James W. Cortada has written an excellent book on Total Quality Management for Sales and Marketing Management. This book describes not only what the TQM process is, but how to motivate employees to accept the change that goes along with any TQM environment. This paper summarizes some of the most important points of Cortada's excellent discussion. Bibliography lists 1 source.
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File: D0_JGAtqmm.rtf
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process is, but how to motivate employees to accept the change that goes along with any TQM environment. This paper summarizes some of the most important points of Cortadas
excellent discussion. ABOUT TOTAL QUALITY MANAGEMENT Performing an operational analysis of organizational cultures and establishing a total quality management go hand in hand. It can be argued that
the importance of establishing a sound and favorable organizational culture cannot be overlooked in the overall quest for quality. Indeed, the ultimate goal of any company that employs TQM
is to master the technique of customer satisfaction, no matter the burden that such a far-reaching objective might have upon the company. Both the customer and the organization must
expect the same from the final outcome: a symbiotic relationship that is perfectly compatible with the needs of each side of the relationship. Cortada emphasizes the fact
that customers know when they are experiencing quality and when they arent. Because the customer is the most important thing to a business and most certainly in the sales
and marketing sectors, any changes must be compatible with customer needs and wants. SOME OF CORTADAS MAIN POINTS When performing an operational analysis that addresses TQM and organizational
cultures, one must first understand the classification of culture and leadership. Cortada emphasizes several issues when assessing what organizational cultures want to achieve: What represents a companys particular cultural
appeal; how employees are expected to interact; what the organization symbolizes and how focused is everyone upon those values; what illustrates an effective employee; and what indications are there that
the organization is a welcoming place to work. Next, Cortada expresses that one has to consider the customers requirements, using that information to strengthen output and circulate a sense
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