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1. One of a manager's most important responsibilities is to control. It guarantees that an organization's actions are carried out according to plan. It also assures that organisational assets are being used quickly and successfully to meet defined objectives. The controlling function is responsible for ensuring that operations are carried out in line with plans.

2. Employees that are focused on quality management and continuous improvement might benefit from Total Quality Management (TQM). Companies may build and maintain cultural values that benefit both consumers and the firm in the long run. If a firm is experiencing problems delivering products, for example, executives should look into whether the problem is connected to the shipping process as a whole.

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VENU CHANDRAN A/L SIVALINGAM 2022019090002

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VENU CHANDRAN A/L SIVALINGAM 2022019090002

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Controlling is one of the important functions of a manager. In order to seek planned results from the subordinates, a manager needs to exercise effective control over the activities of the subordinates. In other words, the meaning of controlling function can be defined as ensuring that activities in an organization are performed as per the plans. Controlling also ensures that an organization’s resources are being used effectively & efficiently for the achievement of predetermined goals.

Controlling is a goal-oriented function.

It is a primary function of every manager.

Controlling the function of a manager is a pervasive function.

Use TQM to Improve Customer Satisfaction

A primary focus of TQM and most Quality Management Systems is to improve customer satisfaction by having a customer focus and consistently meeting customer expectations.  Customers are almost always satisfied when their expectations are met. When they expect a certain product or service, and you deliver it without problems and at a fair price, you’ve built a solid customer relationship.  Happy, satisfied customers become repeat customers and they provide word-of-mouth marketing – the most powerful kind.

There are three Total Quality Management components that work toward achieving customer satisfaction:

1. It requires that your business understand what customers typically expect in a field, industry, or product line,

2. It ensures your business has the expertise and the resources to consistently deliver the expected product or service, and

3. It emphasizes the need for your business to clearly communicate to the customers exactly what you will deliver to avoid misunderstandings.

Amir Imran Khan bin Adam Khan
012022021750

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PRIYADHARSHIKA SEENIVASAN
2132021090013

Question 1

Controlling can be defined as the role of ensuring that an organization's employees' actions are oriented toward achieving a common goal and that work is completed according to management's plans. There are a few important roles of controlling in assisting the manager.Controlling is the most important function of management because the success of each organisation start with an effective controlling besides of planning because of it the process of measuring actual performance and comparing it with standard to identify deviation.Controlling helps manager to optimize employee productivity and allocate resources efficiently. Under controlling, it is ensured that no employee deliberately delays his work performance. With controlling function , it helps manager ensure all staff are performing their task and contribute to organization success.New products and technologies emerge, government regulations are too often amended or enacted, and competitors change their strategies. So ,the control function helps managers to respond to these environmental changes as and when it was necessary and also help manager to create faster cycles of production or working process.Speed is crucial element in complying with customers’ orders. Using Control, managers define how long the process should take in place until reach customer place. Managers also use control to speed up the cycles involved in creating and then delivering new products and services to customers.

Question 2
In my opinion , Total quality control is a broad-ranging set of techniques that are employed to minimize errors throughout an organization.Total Quality Management is a management framework based on the belief that an organization can build long-term success by having all its members, from low-level workers to its highest ranking executives, focus on quality improvement and, thus, delivering customer satisfaction.In my opinion,TQM can have an important and beneficial effect on employee and organizational development. By having all employees focus on quality management and continuous improvement, companies can establish and uphold cultural values that create long-term success to both customers and the organization itself. TQM’s focus on quality helps identify skills deficiencies in employees, along with the necessary training, education or mentoring to address those deficiencies.Example of TQM is Toyota and Tata Steel, as for Tata Steel a steel-making company based in India and a subsidiary of the Tata Group. Tata Steel used TQM methodologies to gain a deep understanding of customers. They sought to ensure value creation in a system that covered customers and suppliers.Tqm can helps identify skills deficiencies in employees, along with the necessary training, education or mentoring to address those deficiencies. With a focus on teamwork, TQM leads to the creation of cross-functional teams and knowledge sharing.By it's they Increased customer loyalty and further tqm also assumes that the existing practices or systems are principally right and useful.The target of TQM is to improve on the basis of the existing system. it suggests to improve current existing process by involving all the processes in the company so that result can be taken immediately, including human resources management, order fulfilling, manufacturing, marketing and customer management and others. So, this will improve communications , improve employee relationship ,boost higher self -esteem and improve their morale since all of employee are given same power and responsibility to provide their opinions , ideas and involve in decision making .

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NUR ALIA HANEEM BINTI MOHAMMAD ADAM (012022021167)

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NUR ALIA HANEEM BINTI MOHAMMAD ADAM (012022021167)

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THEEVANA A/P MANICKAVASAGAM                              (2022018070007)

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THEEVANA A/P MANICKAVASAGAM                              (2022018070007)

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Chapter 6 Class Activity

(1) How 'controlling' act as an important role in assisting the managers in a company?

Controlling can be defined as a function of making sure that actions of the employees of an organization are directed towards the attainment of a common goal and the work is being performed as planned by the management.

Features of Controlling in management

1)   Controlling is a dynamic process-Controlling is a dynamic process. A manager is required to take a different course of actions when an employee fails to match the standards of performance. A manager should have the skills to decide how to react to a certain situation.

2)   Controlling is an end function-Controlling is an end function because it comes into action once the task is completed. The performance standards are decided before the work is assigned to the employees and once the work is complete the performance of employees is compared with the standard performance, and if the performance of the employees is same as that of the standard performance then no actions are required to be taken but in case the performance doesn’t match then the manager is required to take the corrective actions.

3)   Planning and controlling go hand in hand-A manager is required to plan so that he can control the actions of employees in order to achieve the desired outcome. without planning, controlling is meaningless, and without controlling planning can’t go as desired.

4)   Controlling is a pervasive function-it can’t be escaped at any level of the management. All management is required to control at all levels. For example, a top-level manager will control the actions of a middle-level manager and supervise the performance of the manager and similarly, a low-level manager is answerable to a middle-level manager. In this way, the controlling is done at all levels. However, there might be a difference in the methods of control, and different corrective actions are taken when the performance of the employee is not as desired.

5)   Controlling is looking forward-A manager can control the performance of an employee by controlling the past actions. A manager keeps track of the performance of the employee, so that follow up can be made when the time comes to compare the performance.

(10 marks)

(2)In your opinion, why do you think Total Quality Management (TQM) is important in business? (write in your own word).

‘Total Quality Management often abbreviated as ‘TQM’ is the practice introduced by a popular American management consultant, William Deming, who has a great influence on Japanese manufacturing. In this article, we will discuss Total Quality Management Benefits.

At my point of view, TQM is important because there are many benefits by implementing TQM. Some of the Benefits of Total Quality Management are as below:

1. Cost Reduction and Increased Profitability

TQM helps in reducing total quality costs. It is based on the principle of preventing defective products/services rather than being at an expense of quality failure cost. So basically, it aims to manufacture zero defect products/services. Consequently, this brings in cost reduction and thus increased profitability. Many companies such as Toyota Motors and Motorola have bought in manufacturing cost reductions by implementing TQM techniques.

2. Facilitates Productivity

Cost reduction is a means of increased productivity. Productivity implies maximum output with optimum utilization of resources. Thus, the superior quality of resources and infrastructure, high-end technology and competent employees enhance productivity.

3. Reduces Redundant Activities

TQM applies a systematic approach by assigning quality improvement teams so as to reduce unessential tasks, waste of resources, thus, bringing in efficiency. This also saves time and duplication of tasks.

4. Promotes Innovation Process

TQM enables the organizations to conduct research on any undergoing challenges/ problems so as to come up with solutions for the same. Thus, organizations escalate their research and bring in innovative marketing decisions. The implemented innovative approach to the core and peripheral services attracts the customers.

5. Market-Specific Products/Services

Since the main focus of TQM is on customer satisfaction, it provides a pathway to understand the needs and demands of the consumer market. Therefore, it enables the organization to deliver products/services specific to the market.

6. Holistic Approach to Management

Many organizations struggle with non-engaging and non-participative attitude of the employees. TQM enables to bring changes in the behavioral pattern of the employees by facilitating good work culture, team-work, promoting self-development, employee engagement and thus extracting better performance.

7. Promotes Continual Improvement

The basic fundamental of TQM is of continually improving for long-term success. Therefore, TQM practices are designed to bring in continual improvement to the quality standards of a product/service. This results in a continuous revival of processes.

8. Facilitates Competitive Edge

The increasing competition challenges the organization to meet the ever-increasing demands of the consumer market. TQM practices prove useful in understanding the market trends and competition so as to develop effective strategies to overcome the same.

9. Promotes Good-Will

As TQM focuses on consistent delivery of good quality product/services, the consumers hold favorable reputation about the organization. The internal stakeholders (employees and investors) get lucrative incentives and good returns respectively, while external stakeholders (customers) get superior quality of goods. This results in a good brand image and goodwill in the long run.

10. Facilitates Effective Communication and Employee Morale

Often, improper and ineffective communication are a hindrance to the proper functioning and development of an organization. This results in improper understanding, low productivity, inferior quality, waste of time and efforts, thus contributing to low morale. Whereas, TQM facilitates effective communication and interaction within members of different departments and hierarchies of management. This boosts employee morale and team-work.

11. Facilitates Customer Satisfaction

Since TQM is all about delivering a superior quality of products/services to the customers in the long run, the amount of customer complaints is quite less. Therefore, it signifies less use of resources and increased customer satisfaction. Thus, the market share also increases as the existing customers act as the ambassadors to attract new customers.

Therefore, it is obvious that TQM not only brings in tangible results like superior product quality, reduction in costs, increased profitability, increased market share, and productivity. But, also, intangible returns like better communication, teamwork, employee engagement, customer satisfaction, goodwill, and increased employee morale. However, TQM also requires employees to undergo a substantial duration of the training period, company-wide involvement and participation to quality improvement. All levels of the organizational hierarchy must be involved to make the TQM program successful. However, with any short-coming in the efforts or improper utilization of resources, could make the success of TQM program doubtful and collapse the internal bonding of the company. TQM techniques give the best results when they are supported strongly by all levels of the management and employee teams, and if there are persistent efforts on process improvisation with a negligible margin for errors.

Now, that we know the several benefits of TQM, its needless to say it should be an integral management technique for every organization.

(15 marks)

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YUVENITHA SUBRAMANIAM - MEML (012022021002)

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YUVENITHA SUBRAMANIAM - MEML (012022021002)

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(1) How 'controlling' act as an important role in assisting the managers in a company?
(10 marks)

(2)In your opinion, why do you think Total Quality Management (TQM) is important in business? (write in your own word).
(15 marks)