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Total Quality Management Helps in Empowering the Members of Marriot
Total Quality Management Helps in Empowering the Members of Marriot
Proposal
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Introduction
Current studies based on total quality management (TQM) present that some sudden change in applying TQM from the process of manufacturing to voluminous studies and service organization are undertaken in this process (Goetsch, Davis and Goetsch, 2010). In all the industries TQM captured a strong position in every sector, emerging out as one approach for waste reduction, process improvement, quality performance and business optimization. Moreover, many academicians and researchers acknowledge that TQM is applicable for sustainable advantage of competition for the service organizations. Towards this end, the study takes the purpose in understanding how TQM is applicable to service organizations like Marriot (Pekar and Pekar, 2009).
Problem Statement
Total quality management happens to be one management philosophy which will empower all the members in any organization. The purpose of TQM is to encourage every individual in participating, offering and contributing suggestions so that improvement happens (Implementation of total quality management, 1993). The intention of it is in promoting sustained and continuous improvement in performance and quality, and developing a quality culture attitude. The basic principle that TQM follows is the prevention cost remains less than correction cost. In understanding how an organization can have an excellent running condition and attain its brand value in the market, understanding TQM and the necessity of it is very important. In studying the concept of TQM, a hospitality industry based company is chosen from UAE and its attributes in TQM will be carefully studied. This is done to understand how TQM contributes to the overall face lift of any organization and how the overall performance metrics of any organization is enhanced through excellence and TQM of the organization.
Rationale behind the Study
For any company to grow and run successfully, it is extremely essential that the company has a very good work production as well as generates overall satisfaction for its employees, Although, it is not necessary that a company would have to look good in order to produce outstanding revenue earnings etc., one cannot deny that the total quality management is taken into account (Naidu, Babu and Rajendra, 2006). Total Quality Management is one individual field of study in management which tries to completely study an organizations well being. With a huge amount of competition in every industry, companies need to have image that can give it a better position amongst its competition (Lal, 2008).
Research Hypotheses
The following hypotheses have been formulated based on research on the topic:
H1: Is it possible that via the applications of TQM, the empowerment of the employees of Marriot can happen?
H0: Will the result of employee empowerment in Marriot would bring in positive results in better customer acquisition as well as maintaining the existing customer base?
Research Question
What management aspects are required to bring excellence in the work performance of Marriot?
What would be the output in terms of performance of Marriot with the application of total quality management?
What difference would come of the employees in Marriot by applying total quality management?
Research Methodology
In conducting the research and determining in depth about the implications and effects of TQM on the Abu Dhabi Aviation, the researcher will use descriptive research of mixed research type, where both primary and secondary research will be conducted. In primary research, empirical study would be done by conducting a survey of around 100 people living in UAE, followed by a qualitative analysis through interview of some 15 managers of Marriot.
Dissertation Design
The whole dissertation is divided into 5 chapters. Chapter 1 is Introduction where the background, rationale and scope of the research is discussed with the research objectives, question discussed. Chapter 2 is Literature Review which deals with the secondary research and works on finding the theories, concepts and models of TQM. Chapter 3 deals with the total Methodology of the dissertation, detailing the different processes that are used in evaluating the theory that is proposed by the researcher. Chapter 4 does the empirical data analysis and discusses the findings in detail. The Concluding chapter will check if the primary and secondary findings would be able to satisfy the objectives proposed in the dissertation.
Conclusion
The whole purpose of this proposal is to attempt a dissertation trying to understand the implication of having total quality management implemented on big organizations. For this purpose a big organization Marriot has been chosen, whose organizational structure and functioning will be studied. With the help of a questionnaire survey, the impact of TQM on the better performance of the industry would be studied to find if the theory proposed can be validated or not.
References
Goetsch, D., Davis, S. and Goetsch, D. (2010). Quality management for organizational excellence. Upper Saddle River, N.J.: Prentice Hall.
Implementation of total quality management. (1993). Total Quality Management, 4(4), pp.103-122.
Lal, H. (2008). Organizational excellence through total quality management. New Delhi: New Age International (P) Ltd., Publishers.
Naidu, N., Babu, K. and Rajendra, G. (2006). Total quality management. New Delhi: New Age International.
Pekar, J. and Pekar, J. (2009). Business performance excellence through total quality management. West Conshohocken, PA: ASTM International.
Chapter One: Introduction1.1 IntroductionTotal quality management (TQM) is one never ending journey where change is only permanent. TQM is strategy and philosophy minded customer, where total implies all members in an organization will make consistent trials in achieving a customer’s objective using systematic efforts towards improvement (Wankhade and Dabade, 2010). It is a must for all employees to participate towards the developing shared mission, vision, quests and goals so that continuous improvement happens. These kinds of participants would require specified efforts in acquiring the skills and knowledge in facing everyday problems along with the making of fast yet lower risk decisions. TQM does not have the attitude of getting things worked out at any cost. It rather is one systematic approach towards process improvement, quality for enabling customer delight. Looking from the organization perspective, TQM success is not easy. It is never easy receiving total support from each and all members of the organization. Some of the organization members would remain suspicious about the management which could lead to higher needs in output and reduce the requirements in manpower (Naidu et al., 2006).
1.2 Background of the studyEmployees will not suddenly begin feeling empowered as their managers tell them so. Organizational practices, policies and structures have to be changed to empower them on sustained rate. It could be possible that an employee is given sudden adrenaline rush after a charismatic leader has given a speech on how these employees are the fore front of any organization and are critical for its effectiveness (Mandal, 2011). However, this would pass if there are no organizational practices, policies and structures are continually and constantly sending message that employees get empowered so that they can deal effectively with the customers.
Research has suggested that there is existence of empowerment when there is implementation of practices by company distributing information rewards, power and knowledge within the organization (Goetsch et al., 2010). The process is working very frequently within those companies that abandoned the top-down, traditional, control-oriented model of management towards what is called an approach through high involvement. High-involvement organizations (HIOs) find the use of systems towards multiple managements in creating environment where not only management but every individual is given the encouragement towards strategic thinking about their businesses and jobs in assuming personal responsibility towards their work quality (Evans and Lindsay, 2002).
1.3 Scope of the studyAs the company chosen for the research is Marriott Hotels from Emirates, it is very essential that one finds if the topic at all has relevance with the company’s ongoing function or not. Marriott being a private company of huge market base and an elite customer base, it can very well show if TQM can be successfully implemented in empowering its employees to make itself run in an efficient manner. After a lot of research and studying of the different papers on how TQM affects the business enterprises and different organizations in UAE, it was found that not much work has been done on the effect of TQM on employee empowerment. Since, it is evident that by empowering the employees, they would feel more responsible towards their job roles and hence, provide inputs that are more responsible and efficient; hence, the choice of the topic seemed relevant and worthwhile.
1.4 Rationale behind the studyGoetsch et al., (2006) state that power could be redistributed if decisions are pushed down to the employees that talk directly to the customers. There is a need for pushing down information by sharing feedback with the customer, along with informing the employees about how the company is doing financially. Employees require being knowledgeable regarding the objectives and goals of business and the entire process of service delivery of which these employees are an essential part. Ultimately, they have to have a position so that they can experience customer feedback and expectations.
Evans and Dean, (2000) feel that innovation can only flourish if collaboration is taking place, and collaboration occurs best in case the team is empowered. This concept of empowerment links with individual competencies and strengths, proactive behavior and natural systems of helping to social change and social policy. To put it in other terms, empowerment would link the well being as well as the individual towards a broader political and social environment where the individual functions. By successfully implementing TQM in the hospitality industry, one can change the employee activities and attitude.
1.5 Significance of the researchAs there is a huge amount of competition existing in all sectors of business, enterprises are trying to compose their organizational structure and function in such a manner that they can beat over their competitors and stand apart in the crowd. To be able to come to such a position requires strategically planning on how the employees and the customers are to be handled, for executing effective business. One of these factors that is the choice and interests of customers can only be understood and attempted to be achieved. However, in case of the employees, they can be motivated to better service by enabling their empowerment. Especially in case of hospitality industry, where the main development of the business depends upon the employee interaction and performance, in such situations what results would be obtained and to what extent by empowering the employees would be an effective research topic. Taking the case of JM Marriott Group of Hotels, which is a thronging business in the hospitality sector one can better understand how TQM can help in the empowerment of the employees.
1.6 Research AimThe aim of this research is to identify if TQM can help empower the employees of Marriot and to see what are the impacts of empowering the employees in a business enterprise. By studying the effect of TQM on the employee empowerment in a private organization, one can understand how this individual aspect of employee empowerment will affect in the overall growth and development of the enterprise.
1.7 Research HypothesesBased on the total aims, significance and rationale behind the research, the following hypotheses can be established:
Through the applications of TQM, the empowerment of the employees of Marriot can happen.
The result of employee empowerment in Marriot would bring in positive results in better customer acquisition as well as maintaining the existing customer base.
1.8 Research QuestionsBased on the hypotheses formulated of the research, the following research questions have been identified:
What would be the impact of TQM on the employees of Marriot in UAE?
By employee empowerment in Marriott, what kind of results can be expected towards customer acquisition?
Does application of TQM in Marriott guarantee employee empowerment in the organization?
1.9 Research MethodologyThe research design would be descriptive with a mixed analysis involving both primary and secondary research. The primary research will involve empirical data analysis through a survey done of 100 customers of Marriot by collecting the database of the customers from the company records and sending them a questionnaire on their email addresses. This would be followed up by a qualitative analysis, where 5 managers of Marriot would be interviewed to find out what kinds of TQM practices are implemented in the company and if at all empowerment of employees is an active practice there. Apart from primary research, there would be secondary research conducted by reading different academic papers, journals, books, and other online materials.
1.10 Dissertation OutlineThe whole dissertation is divided into five chapters apart from the abstract, acknowledgement, references, and appendix. These chapters would individually take care of each of the aspects of the dissertation.
Introduction: This is chapter one where a brief background of the research topic, along with research rationale, significance, its aims, objectives and questions are discussed.
Literature Review: this is chapter two where the different theories, concepts and models related to the proposed subject theory is studied. This is usually the chapter where secondary analysis of the research is conducted.
Methodology: Chapter three takes care of detailing all the materials that are required along with their time frame to conduct the total research. The different methods that are used to execute the research are explained in detail in this chapter.
Data Analysis: This is chapter four where the empirical data accumulated from the survey is tabulated and analysed using graphs and pie charts. Following the quantitative data analysis, the information received from qualitative analysis is conducted.
Conclusion: Chapter five tries to summarize the findings of the total research by comparing the research objectives or hypotheses with the data found. This is followed by mentioning the limitations of the research and recommendations if any.
1.11 Concluding RemarksIn this chapter, the researcher has tried to look into the different aspects of research by analyzing the rationale behind the entire theory postulated. Along with it, the researcher has also looked into the significance this topic holds and has provided the study aims and objectives to clearly identify the area it is trying to research upon. The research questions try to prepare a researcher on the search he/she has to conduct in order to formulate a ground for the theory that has been proposed. Finally a brief method description has attempted to present the possible mode through which entire research for the dissertation would be conducted.
Total Quality Management (TQM)
Quality management
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Question 1
Total Quality Management (TQM) is a management approach that started in the 1950s and has relentlessly gotten to be more famous since the mid-1980s. Absolute quality is a depiction of the way of life, demeanor and association of an organization that endeavors to give customer items and administrations that fulfill their needs (Dai & Labadie, 2001).
Reward and recognition: In designing a reward program, a small business needs to independent the compensation or legitimacy pay framework from the prize framework (Goetsch & Davis, 2014). Monetary prizes, particularly those given all the time, for example, rewards, benefit offering, and so on., ought to be fixed to a representative’s or a bunch’s achievements and ought to be considered “pay at danger” keeping in mind the end goal to separation them from compensation. Thusly, a chief can stay away from a feeling of privilege from the worker and guarantee that the prize underscores incredibleness or accomplishment as opposed to fundamental competency.
Legitimacy boosts in compensation, then, are not piece of a representative prize framework. Typically, they are an increment for swelling with extra rates differentiating workers by competency. They are not especially inspiring subsequent to the refinement that is typically made between a decent worker and a normal one is moderately little (Goetsch & Davis, 2014)
A learning culture is a set of organizational values, traditions, methodologies, and practices that support people and the association in general to expand information, ability, and execution. “High effect” just depicts the thought that the learning culture emphatically affects business results.
Teamwork is ” work done by a few partners with each doing a part yet all subordinating members unmistakable quality to the effectiveness of the entire” In a business setting bookkeeping procedures may be utilized to give money related measures of the advantages of collaboration which are valuable for advocating the idea. Cooperation is progressively bolstered by human services approach producers as a method for guaranteeing quality and security in the conveyance of administrations; a board of the Institute of Medicine prescribed in 2000 that patient wellbeing projects “secure interdisciplinary group preparing projects for suppliers that fuse demonstrated strategies for group preparing, for example, reenactment
Question 2
The customer starts with the thought and conviction that the supplier is going to comprehend and satisfy their needs. Suppliers must comprehend that the ball is in their court, and the customer supplier relationship starts with the chance to exhibit their affectability to the customer’s requirements.
Customer’s need to accept that the supplier cares. Initial introductions are discriminating, and also the activities that take after and customer don?t need to discover anything disillusioning, where they may need to bargain their needs. Numerous suppliers damage themselves in endless courses by making the customer battle to try and kick a relationship off. Low staffing levels, administration faculty who disregard customer or treat them discourteously, untrained or generally amateurish forefront agents and numerous different variables can set the relationship off on an awful foot from the begin (José Tarí, 2005).
Suppliers need to comprehend that their part is to have a relationship. Simply getting the customer’s cash without shaping a relationship is a frosty, indifferent disappointing and childish approach to maintain a business, and customer don’t care for it. The bigger a business gets to be, (expansive box store retailers who concentrate singularly on low value rings a bell) the less capacity to keep up close associations with their customer they keep up.
The impressions imparted to customer of expansive indifferent organizations is that these suppliers could think less about an association with the customer. The human-to-human relationship association is missing (José Tarí, 2005). Patterns of quickening faculty cuts and expanding robotization intensify this sensation.
Customer and suppliers have the same objective to fulfill end customer. The better the supplier quality, the better the supplier’s long haul position, in light of the fact that the customer will have better quality. Since both the customer and suppliers have constrained assets, they must cooperate as accomplices to boost their arrival on speculation.
There have been number of strengths that have changed supplier relations. Preceding the 1980s, acquirement choices were commonly in light of value, along these lines granting contracts to most reduced bidder. Accordingly, quality and opportune conveyance were relinquished (José Tarí, 2005). One drive, Deming’s fourth point, tended to this issue. He expressed that customer must quit recompensing business taking into account the low bidder in light of the fact that cost has no premise without quality. Likewise, he pushed single suppliers for every things to help add to a long haul relationship of dedication and trust. These activities will prompt enhanced items and administrations.
Another power changing supplier relations was the presentation of the without a moment to spare (JIT) idea. It calls for crude materials and segments to achieve the creation operations in little amounts when they are required and not some time recently. The advantages of JIT is that stock related expenses are kept to least. Obtainment parts are little and conveyance is successive. Therefore, the supplier have numerous more process setups, in this manner turning into a JIT association itself. The supplier should definitely decrease setup time or its cost will increment. Before there is next to zero stock, the quality approaching material must be great or the generation line will be closed down.
Question 3
The goals, that together accomplish the general objectives, ought to likewise be intended to be “Savvy.” Objectives may be, for instance, to a) to deliver a draft of a venture report amid the initial four weeks of group exercises, and b) attain to Board-approbation of the proposed execution administration framework amid the following four weeks. Likewise, record these targets for consequent correspondence to and exchange with all team members.
New team members frequently accept that all team members recognize what the pioneers know. Reliable correspondence is the most imperative attribute of a fruitful team. Without correspondence, none of alternate attributes can happen. Effective teams even over-impart, such that:
All team members routinely get and comprehend comparable data about the team, for instance, about the bunch’s motivation, enrollment, status and achievements.
These correspondences may be conveyed through general pamphlets, status reports, teams, messages and coordinated effort apparatuses (Levine & Toffel, 2010).
Consider the degree of aptitude expected to accomplish the objectives, including zones of information and abilities. Incorporate no less than one members who has abilities in assistance and team meeting. Endeavor to incorporate sufficient differences of qualities and viewpoints to guarantee hearty thoughts and exchange. A basic thought is accessibility – team members ought to have room schedule-wise to go to each meeting and perform obliged errands.
References
Dai, T., & Labadie, J. W. (2001). River basin network model for integrated water quantity/quality management. Journal of water resources planning and management, 127(5), 295-305.
Goetsch, D. L., & Davis, S. B. (2014). Quality management for organizational excellence. pearson.
José Tarí, J. (2005). Components of successful total quality management. The TQM magazine, 17(2), 182-194.
Levine, D. I., & Toffel, M. W. (2010). Quality management and job quality: How the ISO 9001 standard for quality management systems affects employees and employers. Management Science, 56(6), 978-996.
Torture and Ethics
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Torture and Ethics
Torture is an act that involves exposing people to violence or pain with an aim of acquiring information from them or forcing them to do something. Many of the tortures involve inflicting pain on people’s bodies with hope that they will give in to the demands of the torturer. As such, the act begs the question as to whether it is ethical or unethical in nature. Torture is a mode of persuasion using pain as the enticing factor. It is common in combat where fighting parties try to capture and inflict pain on each other to attain crucial information concerning the enemy. For instance, soldiers fighting against terrorists may capture and torture the high-value targets to ascertain the position of their leaders. The end is indeed justified because such cases provide information concerning enemies that should be eliminated, but the means of attaining such information seem questionable (BBC Web).
Most occurrences that drive torture involve capturing enemy combatants who possess high-valued information. Sequentially, pain is inflicted on the captives to a point where they provide the required information. It is clear that the captives are enemies that can as well bring harm to the captors (BBC Web). Therefore, the torturers view the situation as taking the captives first before they do it. However, there is an ethnic concern, whether torture is necessary or enemies have a right and can avoid undergoing such excruciating moments. Enemies are considered as threats and are often perceived as people that deserve punishment. Indeed, most of them have records of doing bad and harmful things and probably deserve retribution, but not through torture. As such, prisons are meant to be rehabilitating centers to correct their behaviors and turn them to acceptable people in the society.
One of the leading reasons that torture stands out as the most preferable option to use in cases where the enemies are withholding vital information is that it forcefully pushes the captives to relay the details. In cases where interrogation is used, the captives may choose to keep quiet, but where torture is applied, the enemies are forced to speak, lest they suffer. Conversely, torture is unethical since the captives suffer, which is inhuman and no one has a right to inflict pain on a fellow human. Torture is wrong and ethically unjustified because it dehumanizes the captives and exposes them to situations where their bodies are used as tools and are not perceived to be part of them. Additionally, torture is not a guarantee of attaining accurate information as the captive may submit or attest to anything while in pain, which may be misleading. Thus, inhuman acts may be executed in vain, with the captive providing false information.
The American free society perceives torture as unethical and unacceptable, but several psychological theories present and explain torture and the ethical links to it in various ways. Under deontology, for instance, people are expected to adhere to their duties as expected by their superiors or the society. Their duties are perceived as ethical, and they are obligated to execute them despite other people’s perception. In this case, combatants are expected to capture enemies and retrieve information using any means possible. America is among the nations in the forefront of fighting against terrorism; hence, they have intelligence connected to their enemies. However, the information is inadequate, and they may be expected to use extra force to obtain the details about their enemies. In this case, the combatants encounter enemies on the battlefield, and they are forced to torture them in order to derive information.
Indeed, this technique derives the information, and under the deontology theory, it is the duty of the combatants to apply torture in seeking crucial details about their enemies. The supervisors expect them to acquire information from enemies either forcefully or when commanded, for example, in case of looming danger from the captives. In reference to the deontology theory of psychology and perceiving torture as an obligation, it is clear that the duty has to be executed. However, this theory is contradictory to the human nature and rights for torture violates both and promote inhumane acts despite being a duty (BBC Web).
Under the natural law theory, there are two possible perceptions on this matter, with one favoring torture while the other opposes it. The law of nature calls for reasoning among the parties after considering every part of the condition at hand. In this case, torture is the subject matter, but the people who execute it have their view on the issue, as well as the captives and the rest of society. The torturers perceive it as a necessary step to take in attaining information from the captives. In turn, this is a clear display of their reasoning, which involves forcing the information from the captives because of looming danger. Additionally, they reason that taking the captives through a normal interrogation will not be any good since they may choose to keep quiet and endanger the rest of society. As such, they have to force the enemies to furnish them with the required information.
Some people in the society under the law of nature perceive the torture matter differently from the combatants. The reasoning of many people in the society and who have never been on a battlefield or in a situation where torture needs applicability is that it is inhuman and should be discouraged. It is their understanding that torture dehumanizes the captives and inflicting pain is taking advantage of the human body. As such, activities and the like-minded people fight against torture, despite the captive being an enemy of the society.
Utilitarianism is yet another psychological theory that can explain the perception that people have towards torture. In this case, the theory views the most beneficial act as the ethically correct thing for people to execute. Hence, the action that will benefit most of the people in a situation serves as the act that people will comprehend as ethical. Torture is used to retrieve information from enemies and is used to save people from danger. Therefore, if the information retrieved will be of more benefit than if it were not shared, then utilitarianism theory considers this act as the ethical thing to do. The theory, by contrast, can support the opposite side of the aforementioned results where opposing torture would provide more benefits than executing it. If this were the case, the society would perceive torture as a wrongful act and discourage it from happening at all costs. This is an act of utilitarianism where results dictate whether an action is ethical or not. Rule utilitarianism is a theory where the law is the main determinant if an act is ethical or not. In this case, the American law prohibits torture, despite the expected information from a captive (Rainbow Web). This theory views torture as an unfair act because it is against the law and executing it is unethical because it dehumanizes the captives.
The ontological theory is one that elaborates the existence and nature of being in the world. In addition, it explains the reason of various things being in existence in the world, including torture and the reasons people execute it (Lee 31). Many people believe that torture is a way of acquiring information from people through the application of force. Consequently, this has encouraged its application over the years, and many people attaining the required information have realized the results. Such beliefs have been the fuelling factor behind torture and encouraging people to execute it since it bears the expected results. The theory seemingly supports the act when one views torture from this angle. However, it is clear that the theory also supports the objection of torture upon changing the perception. As such, some people believe that torture is a hideous act and the government should abolish it, despite its results. Thus, several people strongly believe that torture exists to hurt people and not to acquire information, which renders it useless. This perception explains the existence of activists who are against torture and fight for the victims (Rainbow Web).
Torture is an unjust act, despite various psychological theories supporting its existence. In addition, governments should avoid it and if possible ban it since it brings more harm than good. Hurting and dehumanizing people is unethical and does not help in any way, which is what torture does to the captives.
Works Cited
BBC. Torture. 2013. Web. 28 November 2013.
Lee, Steven. Intervention, Terrorism, and Torture: Contemporary Challenges to Just War Theory. Netherlands: Springer, 2006. Print.
Rainbow, Catherine. Descriptions of Ethical Theories and Principles. 2002. Web. 28 November 2013.