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Total Quality Management
Transcript of Total Quality Management
TOTAL QUALITY MANAGEMENT
? Total Quality Management is a management approach for an organization, centered on quality, based on the participation of all its members. It focuses on;
long-term success through identifying and prioritizing customer requirements
setting and aligning goals
providing deliverables that warrant customer satisfaction It also measures results to continually provide value and benefits to all members of the organization and to society. How TQM is Implemented ? First thing to know about implementing
TQM is to
meaning and key concepts. step 1:
Know the Company. Organization's history, culture, current needs, financial situation must be audited and understood. step 2:
Train the employee Introduce the concept of Total Quality Management to senior level executives.
Then train and inform all the employee
about TQM. step 3: Employee
Empowerment Empower the employees to identify needed changes, with the knowledge that management values their ideas. Systems of reward for measurable improvements should be considered. step 4: Identify
Customer Needs Focus on customers' requirements and satisfaction of their expectations are very important for long-term survival of the business. step 5: Monitor
and Control Effective controls must be laid down to
monitor and measure the real
performance of the business. Realize that implementing Total Quality Management is a long process and doesn't happen overnight. But with management commitment, consistent training of employees and an eye on the ultimate goal of retaining satisfied customers, Total Quality Management can be achieved. What are the Key Concepts
Total Quality Management ? 2) FOCUS ON THE CUSTOMER 3) INVOLVEMENT AND UTILIZATION
OF THE ENTIRE WORK FORCE 1) A COMMITTED AND INVOLVED MANAGEMENT Quality leaders have some important characteristics such as; empower subordinates, encourage collaboration, train& coach, learn from problems. The most important asset of any organization is its customers.An organization's success depends on how many customers it has,how much they buy, and how often they buy. Customer satisfaction serves as an important measure of quality. Managers must create the environment for the individuals to motivate themselves.
•Managers must know themselves.
•Managers must know employees
•Establish a positive attitude 4) CONTINUOUS IMPROVEMENT Each organizational unit must continually improve the effectiveness of its quality management system using the business plan, quality statement, objectives and metrics, audit results, analysis of data, corrective and preventive actions, and management review. 5) SUPPLIERS AS PARTNERS •The suppliers understands and appreciates the firm’s management phlosophy
•The supplier has a stable quality management system
•The supplier maintain high technical standards and capability 6) PERFORMANCE MEASURES •Performance Measure Provides the right direction.
•Performance based on; objectives, customers, suppliers, production, HR, Marketing&sales What kind of problems arises when implementing TQM ? One of the biggest problems in the TQM practices of the employees they are not open to change. TQM is an approach aimed at continuously improving the management of change by adopting the traditional management approach is not possible. This problem occurs especially for the executives. Their status and powers of the existing top management does not want recognition. Inconsistent behavior is a problem in the stage of implementation of TQM. All managers in the organization should work to establish a culture of quality work. Therefore, managers should exhibit behavior consistent with TQM practices. Empowerment, quality, teamwork, continuous to express and practice the concepts reflected by the management. The main reason for being against quality employees conviction that quality will bring additional cost. Employees should be rewarded achievements and problems in the application. Exhibited evaluation of achievements in terms of motivating employees is necessary and important. The Advantages & Disadvantages of TQM The Disadvantages
of TQM The Advantages of TQM Improves reputation- faults and problems are spotted and sorted quicker (zero defects)
Higher employee morale- workers motivated by extra responsibility, team work and involvement in decisions of TQM
Quality Control inspectors Lower costs - Decrease waste as fewer defective products and no need for separate
Create an organizational atmosphere of excitement and sense of accomplishment through the rewarding of creativity. Initial introduction costs- training workers and disrupting current production whilst being implemented
Benefits may not be seen for several years Workers may be resistant to change - may feel less secure in jobs
May cause flexibility and agility. Some successful examples of TQM “If TQM is to be successful in a company, it must become a part of the business.”
(Peter Capezio and Debra Morehouse, 1995) For example, Xerox Corporation, the famous photocopy machine company, used TQM as a competitive strategy.
TQM played an important role in the success of the corporation. TQM in the Xerox Corporation included programs such as benchmarking, reduced supplier base, and forming leadership teams.
By implementing these programs, the corporation won the prize for quality in 1980 and gained the support from employees and customers. Another effect of TQM is the corporation had gained a lot of knowledge from using this new strategy. MOTOROLA , A WINNER OF THE MALCOLM BALDRIGE NATIONAL QUALITY AWARD, HAS SUCCESSFULLY IMPLEMENTED TQM.
MOTOROLA IS ALSO KNOWN FOR FOCUSING ON ACHIEVING SIX SIGMA QUALITY, WHICH TRANSLATE INTO ABOUT 3 DEFECTIVE PARTS PER MILLION. THANK YOU FOR LISTENING ! IS THERE ANY QUESTIONS ?