Knowledge Management versus Quality Management


KnowledgeManagement versus Quality Management

Qualitymanagement (QM) is a compilation of business strategies that aims atachieving quality objectives and policies to suit clients’ needs.The system is expressed in terms of the organizational systems,resources, structure, processes, policies and procedures necessaryfor executing quality management (Talib, 2013). On the contrary,knowledge management (KM) is the practice of sharing, capturing,developing and efficiently tapping organizational knowledge. Theprocess involves applying multidiscipline tactics to accomplish abusiness’ goals by using the most appropriate knowledge(Pusaksrikit, 2006).

Pusaksrikit(2006) argues that knowledge management is the most efficient in aservice-based industry. Presently, service is very competitivehence, entrepreneurs apply technology in the development of theirbusinesses. Unfortunately, technology application can be extremelyexpensive. This makes knowledge management an essential tool towardsacquiring utmost returns in service-based industries. The strategydelivers competitive benefits such as higher synergy and proficiency,reduced errors and increased balanced decisions, convenient access tocomprehensive knowledge and deeper comprehension of customers’needs. Besides, the management approach enhances knowledge sharingand enhanced collaboration required to improve service industries(Pusaksrikit, 2006). Quality management principle is best suited tomanufacturing industries that require producing uniform goods to suita given market. In addition, machines and raw materials used in themanufacturing industries are efficient tools for ensuring that anorganization I capable producing standard products. This is unlikeservice industries where an individual requires using his or herknowledge in providing services tailored to suit customers’individual requirements (Talib, 2013).

Whenservice industry entrepreneurs understand the industry, stakeholder,employee and customer needs, they gain various competitive benefitssuch as ability to avoid recurrent mistakes, substantially reducedcosts, capacity to respond fast, and potential for improving thevalue of services they deliver. In addition, the investors expand andgrow quickly as they attract customer loyalty. For example,five-star hotels often provide standardized hospitality servicesbased on the knowledge of the targeted customers. Internationalhotels with affiliates in different countries tend to offer variedcustomer services such as language, diets and beverages based on thecultural knowledge of the main people served.


Pusaksrikit,P. (2006). How does Knowledge Management improve the ServiceIndustry? JönköpingInternational Business School.

Talib,F. (2013). An Overview of Total Quality Management: Understanding theFundamentals in Service Organization. InternationalJournal of Advanced Quality Management, 1(1),pp. 1-20.

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