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Learning Team Reflection

Anthea Davis, Darrell Sweet, Lorna Figueroa,
Melissa Johnson, Wendell Gordon, Tracey Ezzard-Pickett
OPS 571
March 17, 2016
Dr. Deborah Jones

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Learning Team Reflection
Companies success depends on making quality a priority in all areas. The utilization of
quality protocol, such as TQM, helps ensure customer satisfaction and feedback to build a better
product. Besides, to ensure quality in all phases of the business a company must comply with
the standards set by the ISO. Team A, to understand this process further, will explain what TQM
and ISO is. Also, the team will discuss how TQM and ISO can improve an organization and its
benefits and challenges. Furthermore, the role of the quality control department in relation to
TQM or ISO will be clarified.
What are TQM and ISO?
Total quality management (TQM) is managing the entire organization so that it excels
on all dimensions of products and services that are important to the customer (Jacobs & Chase,
2011, p.286). For an organization to accomplish total quality there are two fundamentals, the
careful design of the product or service as well as ensuring the organizations systems can
consistently produce the design (Jacobs & Chase, 2011, Chapter 9). TQM is focused on quality
of products and services that are ultimately a direct reflection of the success of the organization.
Providing total quality is one thing and the ability to track it is another. In 1987 the
International Organization for Standardization published criteria that would allow companies the
opportunity to sustain and track the effectiveness of their quality. The International
Organization for Standardization (ISO) is a specialized international agency recognized by
affiliates in more than 160 countries (Jacobs & Chase, 2011, p.298). The concept is that there
can be reductions in deficiencies if the correct processes are applied over the duration of the
process whether it is the design through manufacturing or the installation and servicing.

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How TQM might be used to improve an organization
Total Quality Management is one of several acronyms that can be used within
management to label and focus on the quality of an organization. Total Quality Management is
also used to determine the strength and the competitiveness of an organization. The system
ensures the organization has adapted to the emergent issues and environment. There are some
basic elements that has been expound in the Total Quality management; therefore, the business
has been working on ways to improve customer focus and satisfaction. Total quality management
is a process in which profitability can be determined and sustained; however, there are six
attributes that can ensure that the total quality management is successful. On the other hand,
investing in Total Quality Management ensures that customer focus, process focus, the
prevention versus inspection, employee empower point ,fact based decision making, and the
receptiveness to feedback are the attribute s that help the organization to have a successful
ending (total quality managment, n.d.). Which is mainly meeting the stated, implied and
obligatory needs is the order of the day hence total satisfaction (Zaire, 2002).
How ISO might be used to improve an organization
The International Organization for Standardization (ISO) can be used to improve an
organization in several ways by handling most challenges an organization may face. ISO allows
organizations to increase and allow them to pursue new markets while maintaining a competitive
edge. The use of ISO can also help guide an organization in operating efficiently as possible.
ISO also helps companies to save in energy consumption, reduce the cost of waste management,
and improve corporate image among regulators, customers and the public (ISO, 2014).

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What are the benefits and challenges each
Total Quality Management (TQM) and International Organization for Standards (ISO)
are management methods used by organizations. There are benefits and challenges for each of
these methods and how companies can implement these methods in the best interest of an
organization. The benefits of Total Quality Management are as follows: 1) Lowers costs for the
entire business infrastructure, 2) Improves an organizations reputation by discovering errors and
any possible defects with products, and 3) Customer satisfaction with products and/or services
provided (Writing, n.d.). The challenges of Total Quality Management are the following: 1)
Resistance to change from workers within the organization, and 2) Extended amount of time
implementing the processes before realizing results (Writing, n.d.).
The International Organization for Standards has the following benefits: 1) Increased
marketability, 2) Reduced operational expenses, 3) Better management control, 4) Increased
customer satisfaction, 5) Improved customer service, and 6) Attractive to investors ("Easy Iso
Certification", n.d.). The following is a list of potential challenges for (ISO): 1) Management
gaining knowledge of the process and standards, 2) Gaining certifications is a costly process
especially for smaller organizations, 3) A large amount of paperwork required to document
process, and 4) Completing the process has a lengthy timeframe before results can be obtained
("Easy Iso Certification", n.d.).
The Role of a Quality Control Department in Relation to ISO?
The role of the quality control department in relation to the International Organization for
standardization is to protect the organization and its ability to execute its mission (California
Office of Information Security and Privacy Protection, 2008). To accomplish this, the ISO
department ensures risk are identified, evaluated, and mitigated by creating formal processes to

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address risk through the coordination and control of activities regarding each risk, conducting
formal vulnerability assessments of the organizations environment on a regular basis, and
creating a formal process to mitigate vulnerabilities (The ISO Role and Responsibilities in Each
Component). The ISO is also responsible for leading the planning, developing, managing, and
oversight efforts of the organization, which includes investigating consumer complaints,
evaluating new products, conducting internal audits to verify compliance with the regulations,
and maintaining relationships with vendors and regulatory agencies (NOW'S Quality Control
Department and Its Role in Manufacturing).

Conclusion
Team A has carefully identified TQM or Total Quality Management as a key element
when designing a product and the consistency of the production of the product. TQM helps
improve customer and product focus. The ISO or International Standards Organization will allow
for companies to keep track of the quality of the production of these products. ISO improves the
ability for a company to expand to other markets as well as operating as efficiently as possible.
The team found that there are some benefits to TQM, such as lower cost but many challenges
that include hesitation from employees. ISO benefits include customer satisfaction as well as
attractiveness to investors; however, it can be costly for smaller organization. Furthermore, Team
A has a better understanding of the relationship of ISO in terms of the Quality Control
Department as it ensures the evaluation of risk and any vulnerabilities of a product.

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References
California Office of Information Security and Privacy Protection. (2008). Guide for the Role and
Responsibilities of an Information Security Officer within State Government. Retrieved from
http://www.cio.ca.gov/OIS/Government/documents/pdf/
ISO_Roles_Respon_Guide.pdf
Easy ISO Certification. (n.d.). Retrieved from http://www.referenceforbusiness.com/small/IncMail/ISO-9000.html
ISO. (2014). Benefits of International Standards. Retrieved from:
http://www.iso.org/iso/home/standards/benefitsofstandards.htm
Jacobs, F.R., & Chase, R.B. (2011). Operations and Supply Chain Management (13th
ed.). Retrieved from The University of Phoenix eBook Collection database.
Maloney, M. (2016). NOW Live Happy, Live Healthy, Live Now. Retrieved from
http://www.nowfoods.com/Quality/Do-Supplements-Work/M034487.htm
Writing, A. (n.d.). The Advantages & Disadvantages of TQM. Retrieved from
http://www.ehow.com/info_8201247_advantages-disadvantages-tqm.html
Jacobs. (2011) Jacobs 13ed, 13th Edition. [Vital Source Bookshelf version].
Retrieved from http://online.vitalsource.com/books/9781121899308/page/334 Zairi, M (total quality
managment, n.d.) . (2002).
total quality managment. (n.d.). Retrieved from www.referenceforbuisness.com