...PROJECT REPORT ON TOTAL QUALITY MANAGEMENT CONCEPTUALIZATION This is Total Quality Management Project Report. Human resource is the most important factor for any organization and success of any Organization is depending upon its resource .If human resource of organization is not happy with the organization. It will adversely affect the organization. The higher degree of commitment toward work will improve productivity and will decrease rejection cause due to human factor. So to make the people happy is the responsibility of the organization. So this study is helpful to measure the level of commitment toward work and to know the factor affecting the commitment level . QUALITY:- 1. Quality means fit ness for use. 2. Quality means productivity, competitive cost, and timely delivery, total customer satisfaction. 3. Quality means conformance to specification and standard. 4. Conformance to requirements. 5. Quality is what the customer says 6. Quality means getting every one to do what they have agreed to do and to do it right the first time and every time. TOTAL QUALITY :- It means all the people of the organization are committed to product quality by doing right things right, first time, every time by employing organization resource to provide value to customer. TOTAL QUALITY MANAGEMENT: - It is the process designed to focus external/internal customer expectation preventing problems building ,commitment to quality in the workforce and promoting to open decision making...
Words: 8406 - Pages: 34
...of this journal is available at www.emeraldinsight.com/0265-671X.htm IJQRM 24,1 Does TQM influence employees’ job satisfaction? An empirical case analysis 62 Keng Boon Ooi Multimedia University, Malaysia, Cyberjaya, Malaysia Received May 2005 Revised September 2005 Nooh Abu Bakar Business and Advanced Technology Centre (BATC), University of Technology, Malaysia (UTM), Kuala Lumpur, Malaysia Veeri Arumugam School of Management, University Science, Malaysia (USM), Penang, Malaysia, and Lorraine Vellapan and Alex Kim Yin Loke Carsem (M) Sdn Bhd, Ipoh, Malaysia Abstract Purpose – This paper seeks to examine employees’ perceptions of TQM practices and its impact on job satisfaction within a large Malaysian outsourced semiconductor assembly and test (OSAT) organization. Despite extensive research on TQM practices, none examines this scope of investigative study. Therefore, the proposed model was developed with the intention of examining this relationship. Design/methodology/approach – Original research using self-completed questionnaires, distributed to all staff within this organization, is thoroughly reported. The study sample consisted of 230 employees, resulting in a response rate of 76.6 percent. A questionnaire developed by Wright and Cropanzana was used for ascertaining the level of overall job satisfaction. Data were analyzed by employing correlation and multiple regression analysis. Findings – The results revealed that teamwork, organizational trust, organizational culture...
Words: 7814 - Pages: 32
...08AA801 TOTAL QUALITY MANAGEMENT 3 0 0 100 UNIT – I INTRODUCTION 9 Definition of Quality, Dimensions of Quality, Quality Planning, Quality costs - Analysis Techniques for Quality Costs, Basic concepts of Total Quality Management, Historical Review, Principles of TQM, Leadership – Concepts, Role of Senior Management, Quality Council, Quality Statements, Strategic Planning, Deming Philosophy, Barriers to TQM Implementation Definition of Quality QUALITY A high degree of excellence Electronic gadgets by SONY Suiting’s by RAYMOND Storewel by GODREJ Aircraft Engines by ROLLS ROYCE Degree to which a set of inherent characteristic fulfils requirements Degree – poor / good/ bad Inherent – existing in something as a permanent characteristic eg. Coal from India, Australia Characteristic – Can be Qualitative / Quantitative Fulfilling – satisfying / meeting the requirements Requirements – needs, wants ,desire Conformance to specifications - as per JOSEPH JURAN Quality – Customers’ perspective Fitness for use - as per PHILIPS CROSSBY: how well the product function supposed to be Quality of Design : Designing Quality characteristics into a product / Service for eg. Cars from Mercedes Benz and Ford Motors are equally ‘fit for use’ but with different design dimensions Machineries from England and Germany are rugged and robust design whereas Japanese machines are high performance with limited life span say, 5 years Quality is conformance...
Words: 5019 - Pages: 21
...The manufacturing TQM and service quality literatures: synergistic or conflicting paradigms? Rhian Silvestro Warwick Business School, University of Warwick, Warwick, UK Introduction Although most of the exponents of TQM explicitly claim that TQM is transferable to services, the precepts and practices have been derived from the experience of consultants and practitioners in manufacturing. Both the US and Japanese “gurus” focus and address their work primarily to manufacturers, with application of TQM in services only given secondary attention. As Albrecht (Albrecht and Bradford, 1990) puts it, these contributors “were born in a manufacturing era, and they have a predominantly manufacturing mindset at their foundation”. Yet, despite its manufacturing origins, both academics and practitioners have, over the past 15 years, been concerned to apply and transfer TQM principles and practices to services. However, the inadequacy of the literature in guiding service managers and transferring the TQM principles, management tools and techniques to service environments has become a familiar theme (see for example, Albrecht and Bradford, 1990; Feigenbaum, 1988; Ghobadian and Speller, 1994). Many of the tools and techniques are quantitative and have limited application in service environments where the deliverables are often intangible, heterogeneous and their consumption and delivery simultaneous. In part no doubt to address this deficiency, the service quality literature has evolved over...
Words: 11828 - Pages: 48
...Measure the organisation {SWOT&PEST) Key Performance Indicators Balance Scorecard Appraisal & Review of Business Policy Measurement 4 4 5 6 7 9 3 How should the senior team in BBC Broadcasting & Presentation develop their thinking to sustain the momentum of total quality/business excellence? Pillars and Dimensions of Total Quality Management Customer Focus Continuous Improvement Employee Investment and Empowerment Systems Thinking Plan-Do-Check-Act Cycle Leadership Customer Focus through Customer Relationship Management (CRM) European Forum for Quality Management (EFQM) Balance Scorecard Programme Management Process (BSPM) Establishment and set up of Programme Office Strategic Analysis Strategic Development Strategic Implementation Strategic Implementation: Measure and Appraise 10 11 11 12 14 14 15 16 16 17 19 19 21 22 22 23 4 Conclusion 24 5 Bibliography 25 Executive Summary BBC Broadcasting & Presentation began their quality journey when their mission statement was emerged out of a lengthy process. They develop objectives that connected to their mission. To deliver their mission they had critical success factors and key performance indicators than linked to the critical success factors. They also assigned owners to each critical process and total quality measures were put in place. BBC Broadcasting & Presentation needed to introduce changes due to the diversification of the...
Words: 5405 - Pages: 22
...Healthcare organizations can adopt current manufacturing processes such as materials requirement planning (MRP) to create a more efficient and descriptive usage pattern for materials. MRP utilizes a data and technology driven system to estimate demand from end-users to allocate the organization’s resources appropriately. This hospital is evaluating the usage of hospital gloves as well as the prospect of inviting a new source from China. Utilizing data hard points such as past ordering history, fluctuations in treatments of patient (i.e. seasonal variations, etc.), and growth patterns of the hospital may contribute to an effective model and plan for the new supply chain (Tomas, 1990). For this materials requirement plan, the initial data to capture is, “what is needed to keep the hospital functioning today?” This question will create an analysis of current demand and allow for immediate ordering from the new vendor. The data points mentioned beforehand will create trending data to anticipate future ordering spikes and valleys. Known past orders will be combined with inventory transactions and records files to feed an MRP program to create primary reports for planned-order schedules (increasing...
Words: 1474 - Pages: 6
...EXECUTIVE SUMMARY This research paper acknowledges different quality management tools. It is about the evolution of different quality tools and defining the best practice Strategic model in IT organization in relation to achieving quality within their business processes and integrating business processes to achieve strategic goals. Previous research and study indicates the various quality system tools in order to achieve quality management objectives in the competitive business environment. This research paper investigates and finds out the evolution of different quality system tools and significance of various quality tools and then designing best practice strategic model for future in Information Technology organization. The importance of this proposed research is that currently IT companies are experiencing increased global competition and parameters like complexities of the product, different markets, customer focus, high quality of product, decision making and integration among various business units in the global environment and the environment in which the firm operates are the issues of concern. Traditional quality tool in IT systems are not capable of coping with these demands and still stay competitive. Changes are needed in order to achieve sustainable results and maintaining fitness and overcome the problems of traditional tools. Today industrial companies need stable position socially and economically...
Words: 13794 - Pages: 56
...Problem Statement: The main challenge faced by Virginia Mason Medical Center (VMMC) was the loss of money, consequently staff morale was declining. To tackle this problem, Management wants to implement a new and innovative manufacturing management model called Total Quality Management (TQM) in the service sector. How can a manufacturing management model fit into the health care sector? Secondly, VMCC suffers loss of money for the first time in its history. How can the management of the hospital curb the cost? Thirdly, Management wants to provide flawless service to patients because even a simple defect may cause a patient’s life. But physicians are protected by the administration. They are guarded by the implicit compact that was about protection, autonomy and entitlement. How can management change the psychology of the physicians that they can do whatever they like because they are protected by the administration? Conclusion: Since implementing the TQM management model has both upsides and downsides, management should implement TQM considering the downsides too. In my view, VMCC should standardize the work process so that it can reduce waste and save time. It can also give some autonomy to physicians as a team in special cases. Another conclusion focuses on reducing the cost of the company. I think Management can consolidate less profitable service lines, but with proper caution so that this decision does not affect the entire value chain activities. Last conclusion focuses...
Words: 901 - Pages: 4
...in a Sustaining Members' Research Committee that would meet quarterly to study and discuss "leading edge" concepts, methodologies, and processes for the improvement of quality, productivity, and competitiveness. During 1987-90, the Sustaining Members' Research Committee operated with five Research Teams: Cultural Change and Integration of Plans Daily Control Cross-Functional Management TQM for Cost Reduction Benchmarking This research report is a product of the Cultural Change and Integration of Plans Team. Team members: Gary Floss Tom Lynch Jim Naughton Joe Colletti Bob King Gene Miller Pamela Olivier Andre Shambarger Bob Allison Tom Flaherty Mark Finster Ken Karch Mark Shimelonis Control Data Eastman Kodak Expert Knowledge Systems GOAL/QPC GOAL/QPC Goodyear Tire and Rubber Intel Corporation McDonnell Douglas Procter & Gamble Rockwell International University of Wisconsin Weyerhaeuser Xerox Corporation Total Quality Management Master Plan: An Implementation Strategy Executive Summary Total Quality Management Master Plan: An Implementation Strategy What is TQM? Total Quality Management (TQM) is a structured system for meeting and exceeding customer needs...
Words: 10837 - Pages: 44
...Safety Management Safety Management Improving Business Outcomes Behavior-based safety techniques can influence organizational performance By Treasa M. Turnbeaugh O ORGANIZATIONAL CULTURE is an important consideration in managing a firm’s overall success. Management can set goals and objectives, assign responsibilities and accountabilities, and monitor business outcomes and processes, but it must also consider the context in which all of these initiatives occur. Organizational culture is difficult to define and cannot be measured in a direct manner as it is a soft social science issue rather than a standardized quantitative measure. To confound matters, subcultures often exist within organizations that may or may not be cohesive with the firm’s overall goals and values. One such subculture is workplace safety. Workplace safety is an important factor for organizations as it affects virtually all other elements of an organization, including production, quality, job satisfaction and expenses. One approach to controlling workplace safety is the concept of behavior-based safety (BBS), a process by which all levels of an organization participate in improving specific safety-related issues by addressing actions (behavior). An interesting anecdotal finding pertaining to BBS is that it indirectly affects other business outcomes as well. Organizational Culture Organizational culture is a difficult concept to define and to measure, much less to understand and ...
Words: 6982 - Pages: 28
...Thesis 3 4. Background of Research 4 5. Objectives 10 6. Scope 11 7. Methodology 11 8. Review of Literature 12 9. Gaps in Literature 14 10. Summary of the Proposal 14 11. Work Plan 16 12. References 17 3. TITLE OF THE THESIS: IMPACT OF TOTAL QUALITY MANAGEMENT IN INDIAN PHARMACEUTICAL COMPANIES’ PERFORMANCE 4. BACKGROUND OF RESEARCH: Total quality management (TQM) - TQM has been defined as an integrated organizational effort designed to improve quality at every level. TQM is also defined as quest of excellence, fitness for use, value for money, customer satisfaction etc. The International Organisation for Standards (ISO) defines TQM as, "TQM is a management approach for an organisation, centered on quality, based on the participation of all its members and aiming at long-term success through customer satisfaction and benefits to all members of the organisation and to society." ISO 8402:1994 TQM acts as an umbrella under which everyone in the organisation can strive for customer satisfaction, reduce costs and wastage and increase the efficiency of services. Fitness for use focuses on how well the product performs its intended function or use. Value for price paid is a definition of quality that consumers often use for product or service usefulness. Oakland (1989) defines TQM as an approach to improving the effectiveness and...
Words: 3769 - Pages: 16
...TERM PAPER: ADOPTION OF TQM IN PROJECT ORGANISATIONS IN KENYA SUBMITTED BY: MARK NDIRANGU IRUNGU L50/76218/2014 On: 24TH April 2015 Assignment Submitted in Partial Fulfillment of the Requirement for the Award of Master of Arts In Project Planning and Management in the Department of Extra-Mural Studies University of Nairobi TABLE OF CONTENTS 1. ABSTRACT 2. INTRODUCTION 3. ORIGIN OF THE QUALITY MOVEMENT 4. EVOLUTION OF TQM 5. THE CONCEPT OF INNOVATION, DIFFUSION AND ADOPTION IN MANAGEMENT 6. IMPLICATIONS FOR TQM ADOPTION IN ORGANIZATIONS 7. A CASE OF KENYA WILDLIFE SERVICES 8. A CASE OF THERMAL POWER PLANTS IN KENYA 9. CONCLUSION 10. REFERENCES Abstract In the global marketplace, there is increasing competition among producers and marketers of goods and services, so that the focus for competitive advantage has come to be on quality. An attempt to improve quality in organizations has led to the advancement of the management philosophy called total quality management (TQM). The service sector is getting competitive every day. In order to be successful Quality Management (QM) practices ought to be the integral part of any organization’s strategic management. Kenya’s national parks form the pillar of the country’s tourism industry. Over one million international tourists visit Kenya annually to partake in wildlife safari and other forms of nature-based tourism. Implementation of TQM principles has a strong impact...
Words: 3920 - Pages: 16
...STUDENT ID.: PREPARED FOR: NURWAHIDA BT. MOHD. YAAKUB 2009782101 DR. AZIZAH BT. ABDULLAH SUBMISSOION DATE: 10 FEBRUARY 2010 Table of Contents Contents Chapter One: Introduction to Contemporary Managerial Accounting Concepts 1. 2. Value Chain a. Just in Time (JIT) b. Total Quality Management (TQM) c. Theory of Constraints 3. 4. 5. 6. 7. 8. 9. Target Costing Kaizen Costing Life Cycle Costing (LCC) Pricing Methods Uses and Limitations of Cost-Based and Market-Based Pricing Factors Affecting Prices Pricing Models for Not-for-Profit Organizations 3 4 5 5 6 7 8 9 10 11 11 Page Chapter Two: Total Quality Management (TQM) – an Introduction and Its Applications Chapter Three: Conclusion Appendix 1: References 12 23 CHAPTER ONE: INTRODUCTION TO CONTEMPORARY MANAGERIAL ACCOUNTING CONCEPTS Over the years, the managerial accounting practices had evolved. From the traditional costing method, many firms now have adopted the contemporary managerial practices to achieve better product costing and manufacturing processes. There are many contemporary managerial accounting in practice, some of them being Value Chain, Just-In-Time (JIT) Manufacturing, Total Quality Management (TQM) and the Theory of Constraints (TOC). All of the mentioned concept will be explained in brief in this chapter. Other than that, Target Costing will also be highlighted in brief. Kaizen Costing, a Japanese concept adapted by the westerners, will also be introduced. This chapter will also touch on life...
Words: 6580 - Pages: 27
...years. But there is little well-founded research on relationship of information technology with quality management and how IT effects the different dimensions of Quality management like Top management support, strategic planning process, output quality assurance, important innovation, information and analysis, human resource utilization, customer satisfaction and quality results. This paper explores such linkage between IT and Quality management dimensions and the extent of affects through interview survey of different companies based in Pakistan. Using a pre test questionnaire we selecting the sample of 140 companies for targeted respondent and collect the data through face to face survey. After applying statistical tools on collected data we conclude that information technology influences all dimensions of total quality management and extent of affects increases with increased use of IT in total quality management. Ultimately, extent of IT use in total quality management reflects in shape of improve services quality, improved services productivity and improvement in quality management. Keywords Quality management, Information technology, empirical study, Pakistan, Questionnaires, TQM, IT 1 Muhammad Sohail Email: Leolionarya@gmail.com | BS.Commerce(Hon’s) Dept.Of Commerce B.Z.U Multan Chap # 1: Introduction This chapter will describe the major topics of the research which includes the background, unique features of the topic, research goals, significance of the research...
Words: 14317 - Pages: 58
...Journal of Operations Management 17 Ž1998. 59–75 The TQM Paradox: Relations among TQM practices, plant performance, and customer satisfaction Thomas Y. Choi ) , Karen Eboch Department of Management, College of Business Administration, Bowling Green State UniÕersity, Bowling Green, OH 43403-0270, USA Received 14 January 1997; accepted 17 November 1997 Abstract We empirically examine a mediational model of TQM, in which TQM practices have a direct impact on customer satisfaction and an indirect impact mediated through plant performance. We adopt a survey approach using the data from 339 manufacturing companies. We first establish convergent validity, discriminant validity, and reliability of the constructs. We then examine the model using LISREL 8.10. The results suggest paradoxical relations among TQM practices, plant performance, and customer satisfaction. TQM practices have a stronger impact on customer satisfaction than they do on plant performance. Further, the plant performance, as described in the mediational model, fails to show a significant impact on customer satisfaction. This observation is explained based on an institutional argument that states that loose coupling may occur between TQM practices designed for customer demands and the activities on the plant floor designed for plant performance. q 1998 Elsevier Science B.V. All rights reserved. Keywords: Empirical research; Operation strategy; Interdisciplinary; Quality; Performance; Customer satisfaction; Institutional...
Words: 10029 - Pages: 41
