Application of Total Quality Management for Triond Users

Concepts of Quality

• Perfection
• Consistency
• Eliminating waste
• Speed of delivery
• Compliance with policies and procedures
• Providing a good and usable product
• Doing it right the first time
• Delighting or pleasing customers
• Total customer service and satisfaction

Customers or readers’ needs and performance standard are often difficult to identify and measure because each reader is different.  The production of services requires a higher degree of customization to meet the needs of the customers. The service quality can only be assessed against the readers’ subjective expectation and past experiences.  Our services are produced simultaneously.  In addition, our services must be performed at the convenience of the readers.  Services are more labor extensive, whereas the quality of human interaction is a vital factor for services.

Factors that writers should consider in writing for Triond

1. Readers’ perception are critical although it maybe difficult to define.  Therefore, marketing and consumer research can play a significant role.
2. Behavior is a quality characteristic.  We should take note of how many comments and views we received when writing blogs.
3. Image is a major factor in shaping customer expectations of a service and in setting standards by which customers evaluate that service.
4. Readers’ attitudes and writers’ competence are not easily measured. Writers are relating to human behavior.
5. Writers should work for the convenience of the readers.  This calls for more training and self-discipline.

Total Quality have Three Basic Elements

1. Customer Focus: According to a Japanese professor Noriaki Kano, there are three classes of customers: not satisfiers, satisfiers, and delighter.  Therefore, we should enhance the customer value by improving our services, improving our productivity and operational performance, and improving our flexibility, responsiveness and cycle time performance.
2. Learning: We understand why changes are successful through feedback between our performance and results.
3. Management by Fact: We are driving strategy and change to our performance and profile.  We manage our resources well by evaluating the effectiveness of the results.  We operate the working process to make our performance continuously improving.