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Total quality management is a set of
management
practices
throughout
the
organization, geared to ensure the organization
consistently meets or exceeds customer
requirements.
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Total quality
management
places strong
focus on process
measurement and
controls as means
of continuous
improvement.
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Whatever you do for quality improvement,
remember that only customers determine the level
of quality, whatever you do to foster quality
improvement, training employees, integrating
quality into processes management, only
customers determine whether your efforts were
worthwile.
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This done after you remove fear from work place, then
empower employee … you provide the proper
environment.
Fundamental part of total quality management is to
focus on process thinking.
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All employees must
know business mission
and vision must monitor
the process. An integrated
business system may be
modeled by Malcolm
Baldrige National Quality
Award (MBNQA) or
International
Organizational Standard
(ISO) 9000.
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Using analytical and creative thinking in
finding ways to become more effective.
Decision making must be only on data,
not personal thinking or situational.
Communication strategy, method and
timeliness must be well defined
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Following are generic models for implementing total
quality management theory:
 Train top management on total quality management
principles.
 Assess the current: Culture, customer satisfaction, quality
management system.
 Top management determine the core values and
principles to be used and communicate quality them.
 Develop total quality management master plan based
on steps 1,2,3.
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 Identify and prioritize customer needs and determine products
or service to meet those needs.
 Determine the critical processes to produce those products or
services.
 Create process improvement teams.
 Managers should support effort by planning, training, time … to
the team.
 Integrate changes for improvement in daily process
management and standardizations take place.
 Evaluate progress against plan (step 8) and adjust as needed.
 Constant employee awareness and feedback on status are
provided and a reward/ recognition process is established.
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Total Quality Management Elements Approach
The Group Approach
Organization Model Approach
Japanese Total Quality Approach
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The first and major total quality management
principle is to satisfy the customer the person who
pays for the product or service. Customers want to get
their money’s worth from a product or service they
purchase.
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If the user of the product is different than the
purchaser, then both the user and customer must
be satisfied, although the person who pays gets
priority.
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A company that
seeks to satisfy the
customer by providing
them value for what they
buy and the quality they
expect will get more
repeat business, referral
business and reduced
complaints and service
expenses.
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Within a company, a worker provides a product or service to
his or her supervisors. If the person has any influence on the
wages the worker receives, that person can be thought of as an
internal customer. A worker should have the mind set of
satisfying internal customers in order to keep his or her job
and to get a raise or promotion.
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Often in a company, there is a chain of
customers , each improving a product and
passing it along until it is finally sold to the
external customer.
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Total quality management principle is to satisfy
the supplier, which is the person or organization
from whom you are purchasing goods or services.
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A company must look to satisfy their external
suppliers by providing them with clear instructions and
requirements and then paying them fairly and on time.
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A supervisor must
try to keep his or her
workers happy and
productive
by
providing good task
insructions, the tools
they need to do their
job and good working
conditions.
The
supervisor must also
reward the workers
with praise and good
pay.
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The reason to do this is to get more productivity out of the
workers, as well as to keep the good workers. An effective
supervisor with a good team of workers will certainly satisfy his
or her internal customers.
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Empowering the workers means to
allow them to make decisions on things
that they can control. This not ony takes
the burden off the supervisor, but it also
motivates these internal suppliers to do
better work.
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You can never be satisfied
with the method used, because
there
always
can
be
improvements. Certainly, the
competition is improving, so it is
very necessary to strive to keep
ahead of the game.
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Some companies have tried to improve by making
employees work harder. This may be counter-productive,
especially if the process itself is flawed. For example,
trying to increase worker output on a defective machine
may result in more defective parts.
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Workers are often a source of continuous
improvements. They can provide suggestions on
how to improve a process and eliminate waste or
unnecessary work.
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There are also many quality methods, such as just-in-time
production, variability reduction, and poka-yoke that can improve
processes and reduce waste.
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The principles of Total Quality
Management are to seek to satisfy
the external customer with quality
goods and services, as well as
your company internal customers;
to
satisfy your external and
internal
suppliers;
and
to
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continuosly improve processes by
working smarter and using special
quality methods.
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