Total Quality Management of KFC and the Elements of Total Quality Management

The population review for this project consists of department and top management of KFC which are responsible for quality levels in KFC because these people will decide to implement TQM in the organization and they will be the first one to implement it if it is suitable for KFC.

Significance of the Project

The implementation of TQM is expensive, draining and it requires long term planning so the significance of this project gives us decision rather than leap on the process which are bad for organization in case of breakdown.

Project explanation
TQM is the new trend for organization environment and is not only for mechanical industry, manufacturing industry but also for service industry like KFC.

KFC Al Ain branches which are main subject of this project are chain of restaurant with growing number of competition like Burger King, Mc Donald...etc. And I think to survive this competition KFC need to implement TQM for perfection. The objective of this project gives summary of TQM and check where in KFC it lies.

Literature review
General literature review of Total Quality Management (TQM)
Defining Total Quality Management (TQM)
Total Quality Management is based on management concept and this definition was given by W. Edwards Deming. The TQM is to reduce error produced in service or manufacturing and to increase customer satisfaction and it also aims for modernization of equipment with a risk level of training. Aim of TQM is to reduce error to one per one million units produced, and the application of TQM can differ from organization to organization and event across same industry. (Total quality management, 2010)

Customer satisfaction can be increased by management and it can only be achieve in successful manner if applied through TQM. A TQM is based upon all member of organization which tries to improve service, process, and product to a better level. (Alexandrou, 2010)

TQM stands for total organization by use of quality, thinking and management at excellent level. TQM means doing right thing right and for the first time and all time. (Mazur, 2009)

History of TQM: (Deming's Contributions)
Deming, who was an American statistician work with Japanese on census, after two years Deming return to Japan to teach a course on statistical control. His course begins in 1950 with enrollment of two hundred twenty students. Japanese industries where looking for ideas to improve quality for having more export market. (Alemi, 1996) As Deming was only a teacher but he went on beyond statically control and get involved in management philosophy. (Alemi, 1996)

Deming taught about many problems and he worked as team where he derived concept of statistical quality control. (Alemi, 1996) He was critical of statistical quality control of that time. He use slogan reduce production defect to solve productive problems. He gives the way to give rewards and punishment based upon statistical control. He statistical control staff move towards factory floor to management. He made a concept which was engineering tool to management style. Soon after that Japanese industrialists became committed for idea of quality improvement by Deming management methods. (Alemi, 1996)

Different model and framework and Total Quality Management
In 1980's corporation in the west took interests in quality and risk management and they made a list of model and framework in this regret. They selected 14 points of management which are helpful creating excellent TQM environment. (S.Oakland, 2008) Deming and Juran (S.Oakland, 2008) made list of helpful framework which are listed below:

Make constancy for improvement of product and services

Have new philosophy

Conduct mass inspection

Give award on bases of price take

Find problem and solve them

Have modern method of training

Have modern method of supervision

Decrease fear and know all the worker should work effectively for the organization

Decrease the barriers between the departments

Abolish numerical goals and slogan

Abolish work standard that represent numerical quotas

Go for hourly worker and his or her pride of workmanship

Have dynamic programs of education

Create a management which follows above thirteen points.

(S.Oakland, 2008)

Elements of Total Quality Management
TQM is a management idea which was started in 1950's became popular in 1980's. (OTHERWAYS , n.d) The total quality management is the description of various cultures and attitude of organization which need to provide customer satisfaction. The management culture requires quality in all the operations of the organizations with process staring with right time and finishing ion right time. (OTHERWAYS , n.d) To KFC for having success of TQM it need to follow basic principles which are describe below. KFC is modern organization with strong principle and KFC should include below given elements of TQM to its books of strong principles. To successfully have TQM in the organization and organization must concentrate on these key elements.

I. Foundation
Ethics - ethic is the behavior discipline which tells us what is good and what is bad in any situation. There are two faces of ethics organization and individual ethics. Organization ethics concentrate on business code of conduct and they provide guideline for all workers to have excellent performance in the work place. Individual ethics involves personal bases of wrong and rights. (OTHERWAYS , n.d)

Integrity - integrity involves many disciples such as value, fairness, honesty and sincerity. These characteristic define what customer needs and expect to get from the organization. The opposite of integrity is duplicity and TQM will be a failure in duplicity. (OTHERWAYS , n.d)

Trust - trust is intact to ethical conduct and integrity, and without trust there will be no framework of TQM building. Trust means participation of all members and it allows empowerment and encouragement of workers and management of organization. It allows decision making a fair process. Trust is necessary for customer satisfaction it also necessary for cooperative environment of TQM. (OTHERWAYS , n.d)