Yell Case Study

Based on the information obtained from various sources and Yell’s website, it shown that Yell has grown from the only one classified directory company in Brighton, UK in 1966 to be a leading international company with size of 5,300 employees which provide an useful guidance and information for their customer in the classified advertising market in the United Kingdom, the United States, Spain, Chile, Peru and Argentina at this time. Yell create and receive their earnings by giving an opportunity for buyers to be linked with a simple procedure with their sellers through an integrated portfolio and low-cost advertising products which is available online, over the phone and printed. From a simple way like this, the company become known and famous in the whole world because they can provide what are the requirement from their buyers and sellers. With this assignment, firstly I would like to give a brief explanation about the definition and purposes of TQM. Furthermore, I would like to describe the implementation of TQM application, thus the achievement of the company for conducted TQM application.

Definition and purpose of TQM

There is a lot of definition from total quality management due to many gurus like Deming, Crosby, Juran, Feigenbaum and Ishikawa. However, they are classified the theory in different ways, but still the concept and spirit remained the same. Total quality management can be defined as business management strategy that has been created to increase the quality of products and services from the company to provide and maintain customer satisfaction. It has been introduced since 1950s and this business management strategy becomes more known and famous to be adopted in large companies since late of 1980s. This strategy was made and provided to maximize customer’s satisfaction regarding the services and products of the company. Thus, it can be defined as a continuous improvement strategy to achieve and maintain objectives from the company. In