...| 2012 | | [Type the company name] | [Total Quality Management] | | What is Total Quality Management (TQM)? TQM is a management strategy that attempts to maximize the competitiveness of a organization through continual improvement of quality in its products and services. The ultimate goal is to increase customer satisfaction. They premise in this method is that everyone involved is the responsibility of everyone involved in the process; this includes management, workforce, suppliers and even customers. [ (Wikipedia, 2012) ] We will examine two test cases and examine how TQM can help them improve. We will examine their failures and examine how TQM would help them overcome them. In the book “Out of the Crisis”, by Dr Deming he points out fourteen points that manager must use in order to follow a successful TQM strategy. They are: 1) Create constancy of purpose for improvement of product and service. Management must change from a preoccupation with the short run to building for the long run. This requires dedication to innovation in all areas to best meet the needs of citizens or clients. 2) Adopt the new philosophy. Americans have been too tolerant to poor performance and sullen service. We need a new philosophy in which mistakes and negativism is unacceptable. 3) Cease dependence on mass inspection. Inspection is equivalent to planning for defects; it comes too late, and it is ineffective and costly. Instead, processes must be improved. 4) End the...
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...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...
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...TOTAL QUALITY MANAGEMENT (TQM) AND QUALITY CULTURE Total Quality Management (TQM) is a management approach that originated in the 1950s and has steadily become more popular since the early 1980s. What is the definition of TQM? A core definition of TQM describes a management approach that centres on meeting customer requirements by achieving continuous improvement in products. In simplest word, under TQM the company continually strives to be better through learning and problem solving. There are six key features of TQM as stated below:- 1. Total quality management is organization-wide. To be effective in improving quality, TQM must be supported at all levels of a firm, from the highest executive to the lowest-level hourly employee. TQM extends the definition of quality to all functional areas of the organization, including production, marketing, finance, and information systems. 2. Total quality management is customer-driven. Quality is defines when meeting or exceeding the customer expectations which TQM recognizes a perfectly produced product has little value if it is not what the customer wants. Thus, customer satisfaction is seen as company highest priority. Since taste and preferences of customer always change then, it is quite difficult to determine what the customer wants are. Hence, the company needs to continually gathered information in order to stay tune with the customer wants. 3. Total quality involves empowerment. All employees participate in working...
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...There is always opportunity for improvement of patient services within a health care setting. Total quality management (TQM) and continuous quality management (CQI) are processes used to improve services offered to consumers by placing the consumer first (Hood, 2014). The success of this approach relies on the premise that if staff involved in service delivery are empowered and educated on the process of incremental change, the quality and efficiency of patient care will improve (Hood, 2014). The TQM/CQI process is comprised of eight steps which include: identify a work process to be improved, organized a TQM/CQI team, clarify the current work process, identify and understand all variation sources, implement the improvement, check and compare...
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...HISTORY OF TOTAL QUALITY MANAGEMENT (TQM) and JAMAICA'S ADOPTION Total Quality Management is the name for a philosophy and systemic approach to manage an organization's quality. Total quality management (TQM) began initially as a term coined by Henry Landsberger in the 1950s. A 'all under one roof' methodology for continual improvement to the quality of all processes. In Jamaica, the practice of Total Quality Management in companies is evident mainly in customer oriented organizations such as call centres, namely, Digicel, Flow, etc. As a former employee at Sutherland Global Services, I was able to identify how the organization cherish the practices of TQM where rights and employee issues are sufficiently and efficiently handled and as a result of this, the employees put their trust in the organization and put fort the best of services to each customer. The organization takes Knowledge of the principles and practices to the improvements and they are as followed: The Behavioral Sciences The Analysis of Quantitative Data Economics Theories The Behavioral Sciences refers to systematic analysis and investigation of human behavior through controlled and rather naturalistic observation. It attempts to accomplish legitimate, objective conclusions through rigorous formulations and observation. The Analysis of Quantitative Data is helpful in evaluating as it provides reliable and easy to understand results. Quantitative data can be broken down variety of different ways...
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...Quality control is the systematic process of ensuring that all goods and services offered by a business meet or exceed the standards identified as necessary to attract, satisfy, and retain customers. This ongoing process of quality assessment and refinement helps companies to remain competitive over the long-term, as well as ensuring that the company has a reputation for providing customers with goods and services that are high in quality. As with many processes, there are ways to continually improve the level of quality control in just about every situation. One of the most effective ways to measure and enhance quality control is to implement a process known as Total Quality Management, or TQM. Essentially, this approach involves looking at every aspect of the operation, beginning with the procurement of raw materials all the way through to delivery of finished goods to a customer. While this approach to quality control is intensive, it often can identify little issues that could mature into large problems and threaten the quality of the goods and services offered. As part of TQM, a strategy known as statistical process control is often employed. This strategy seeks to not only determine what materials are used in the manufacturing process, but also how those materials are handled at each juncture along the way to the creation of a final product. This approach to quality management seeks to understand what factors may be causing some small amount of waste in terms of materials...
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...TOTAL QUALITY MANAGEMENT Manufacturing unit of Ashok Leyland BY SELVA PREETHI.P INTRODUCTION Ashok Leyland is a commercial vehicle manufacturing company based in Chennai, India. Founded in 1948, the company is one of India's leading manufacturers of commercial vehicles, such as trucks and buses, as well as emergency and military vehicles. Operating six plants Ashok Leyland also makes spare parts and engines for industrial and marine applications. It sells about 60,000 vehicles and about 7,000 engines annually. It is the second largest commercial vehicle company in India in the medium and heavy commercial vehicle (M&HCV) segment .With passenger transportation options ranging from 19 seaters to 80 seaters, Ashok Leyland is a market leader in the bus segment .The company claims to carry over 70 million passengers a day more people than the entire Indian rail network. In the trucks segment Ashok Leyland primarily concentrates on the 16 ton to 25 ton range of trucks. However Ashok Leyland has presence in the entire truck range starting from 7.5 tons to 49 tons. Mr Raghunandan Saran an industrialist, started automotive manufacturing company in 1948 as Ashok Motors to assemble Austin cars. The company’s destiny and name changed soon with equity participation by British Leyland and Ashok Leyland commenced manufacture of commercial vehicles in 1955. Today the company is the flagship of the Hinduja Group, a British- based and Indian originated transnational conglomerate...
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...Total Quality Management Vol. 19, Nos. 7 – 8, July –August 2008, 751– 761 Revisiting a TQM research project: The quality improvement activities of TQM Robin Mannà Centre for Organisational Excellence Research, School of Engineering and Advanced Technology, Massey University, Palmerston North, New Zealand To celebrate the 70th birthday and achievements of Professor Gopal Kanji, the author revisits the state of TQM at the time Gopal founded the Total Quality Management & Business Excellence journal in 1990. The author provides a commentary on the quality movement of this period, and shares findings from his doctoral research project into TQM, which was undertaken from 1988 to 1992. To the author’s knowledge, this was the first doctorate in the UK that was solely focused on TQM. It therefore provides a unique glimpse into the period when interest in TQM was probably at its greatest and models and frameworks of TQM were first emerging. The doctorate was entitled ‘The development of a framework to assist in the implementation of TQM’. This paper describes the views of quality practitioners on TQM at that time and shows the most commonly used quality improvement activities (65 tools and techniques) that had been implemented by TQM companies. The methodology encompassed structured interviews at 21 TQM companies. The research contributed to the understanding of TQM by presenting the quality activities of which it can be composed, as well as the areas of the organisation the quality...
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...TOTAL QUALITY MANAGEMENT PRACTICE IN SMALL AUDIT FIRMS IN NIGERIA CHAPTER ONE INTRODUCTION 1.1 Background of the study Total quality management (TQM) practices in small audit firms have had accounting antecedence. The concept can be traced back to early 1920 production control idea notably, the concept developed in the late 1940’s and 1950’s, pioneered by American Feigenbaum, Deming and Juran. The concept total quality management (QTM) has many definitions. The gurus of total quality management discipline like Deming, Juran, Crosby, Ishikawa and Feigenbaum defined the concept in different ways, but still the essence and spirit remained the same. According to Deming, quality is a continuous improvement process towards predictable degree of uniformity and dependability. He identified fourteen principles of quality management to improve productivity and performance of an organization. Juran defined quality as “fitness for use”. According to him, every person in an organization must be involved in the effort to make products or services that are fit for use. Crosbly defines quality as conformance to requirement. His focus was on zero defects and doing it right the first time. Ishikawa also emphasized importance of total quality control to improve organizational performance. According to him, quality does not only mean the quality of products but also of after sale services, quality of managing the company itself and the human life. Feigenbaum defined total quality management...
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...Total Quality Management Concepts, Evolution and Acceptability in Developing Economies R.R. Lakhe Shri Ramdeobaba Kamla Nehru Engineering College, Nagpur, India, and Total Quality Management 9 Received March 1993 Revised October 1993 R.P. Mohanty National Institute of Industrial Engineering, Bombay, India Introduction In recent years, Total Quality Management (TQM) has received worldwide attention and is being adopted in many industries, particularly in developed economies. TQM has evolved primarily because of the changes in the global economy and also because of demand in market forces. Although control of quality has been practised in many industries for several years, the adoption of TQM as a major preoccupation of businesses worldwide is very recent. The traditional control methods being implemented in industries to ensure quality have not yielded the results that were expected of them. Furthermore, rapidly changing technology and customer expectations have already affected organizations worldwide and thus have promoted the need for taking a new look at quality management. In this study we intend to discuss how TQM can be adopted in organizations that are replacing existing quality control systems to promote competition and growth. Various pioneering researchers have made significant contributions towards the design, development and application of the TQM system. This article takes a synoptic view of the existing state-of-the-art and makes...
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...Total Quality Management in the Software World Abstract This paper examines total quality management (TQM) against the backdrop of the software world. First an overview of the background and evolution of total quality management will be detailed, then an article will be examined that discusses total quality management on an organizational level, and how it can be beneficial. After that an empirical study is reviewed that discusses the relationship between TQM and software quality. Finally this paper is wrapped up with a look at how TQM development methods should be introduced and the different ways in which is benefits both the employee and customer. Keywords: tqm, total quality management, software total quality management, tqm software methodologies Total Quality Management in the Software World According to Dale, Dewhurst, and Martínez-Lorente (1998), Total quality management is now being applied by a considerable number of companies and the topic itself is now a popular subject of many books and papers. While total quality management began to be used in the mid 1980’s (Dale et. al., 1998) it wasn’t until the late 1980’s it became a part of quality related language and even later still until it was put to use in the world of software and I.T. (information technology). This paper will examine the following total quality management topics: 1. What is the background and history of total quality management? 2. What value does TQM add to software quality? ...
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...Total Quality Management Paper Total Quality Management Paper Tara Edwards University of Phoenix MGT 449: Quality Management and Productivity Bob Allen, BSEE, MSSM December 16, 2009 In this paper the discussion will describe the definition on Total Quality Management or (TQM) and the effects of Quality Management on domestic and global competition. Some examples of TQM application concepts will include an explanation of why a business would use Total Quality Management (TQM) to find an opportunity to solve a problem; how TQM applies to continuous improvement of an existing product or service; and how organizations can use TQM to continue to be better than their competition. Total Quality Management Total Quality Management (TQM) is a comprehensive and structured approach to organizational management that seeks to improve the quality of products and services through ongoing refinements in response to continuous feedback. TQM requirements may be defined separately for a particular organization or may be in adherence to established standards, such as the International Organization for Standardization's ISO 9000 series. TQM can be applied to any type of organization; it originated in the manufacturing sector and has since been adapted for use in almost every type of organization imaginable, including schools, highway maintenance, hotel management, and churches. As a current focus of e-business, TQM is based on quality management from the customer's point of view...
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...CHAPTER ONE INTRODUCTION One of the most important industries in Nigeria is the food industry. The food industry consists of everything from food processing plants to fast food and it affects nearly every living person. That is why it is so critical that the products of this industry should be at their highest quality, free of bacteria and ensure that the consumer will not face any detrimental consequences. Total Quality Management (TQM) plays a big role in promoting these results. Total Quality Management seems to be a confusing term for the layperson. TQM is a philosophy advocated by Dr. Edward Deming, an international quality management expert. It was widely accepted by Japan from 1950 onwards. Since then many organizations around the world have adopted TQM or similar organisational processing methodologies. There have been many successes but also many reported failures. Success of the system depends on the total commitment of the people to quality from top to bottom within the organization. TQM implementation is based on team work and the philosophy of continuous improvement. Statistics need to be used extensively to analyse and reduce the variation in the process. In Nigeria today, we have different fast food joints springing up everyday, we have the likes of Mr. Biggs, Sweet sensation, chicken liken, chicken republic, finiki, tasty fried chicken, tantalizers as the front runners of the industry. Basically there is a greater need for us to examine, the extent to which these...
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...Total Quality Management may be defined as “managing the entire organization so that it excels on all dimensions of products and services that are important to the customer” (Mcgraw –Hill 2005, p. 320). Total Quality Management was developed in the 1950’s but became a national concern in the United States in the 1980’s primarily as a response to Japanese quality superiority in manufacturing automobiles and other durable goods such as room air conditioners. Another way to look at it total quality is a description of the approach, values and organization of a company that strives to provide customers with products and services that satisfy their needs. Total Quality Management has two fundamental operational goals, making sure that the design of the product or service is done correctly and ensuring that the design or service has consistency. In order to successfully implement TQM, an organization must concentrate on the eight key elements: * Executive Management – Top management should act as the main driver for TQM and create an environment that ensures its success. * Training – Employees should receive regular training on the methods and concepts of quality. * Customer Focus – Improvements in quality should improve customer satisfaction. * Decision Making – Quality decisions should be made based on measurements. * Methodology and Tools – Use of appropriate methodology and tools ensures that non-conformances are identified, measured and responded to...
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...Total Quality Management Vol. 21, No. 9, September 2010, 931 –951 RESEARCH PAPER Total quality management (TQM) strategy and organisational characteristics: Evidence from a recent WTO member Dinh Thai Hoanga, Barbara Igelb∗ and Tritos Laosirihongthongc a University of Economics, Hochiminh City, Vietnam; bSchool of Management, Asian Institute of Technology, Pathumthani 12120, Thailand; cIndustrial Engineering Department, Faculty of Engineering, Thammasat University, Pathumthani 12121, Thailand This paper presents a comparative study on the relationship between implementing total quality management (TQM) and organisational characteristics (size, type of industry, type of ownership, and degree of innovation) in a newly industrialised country in South East Asia. Vietnam has become the 150th member of the World Trade Organisation (WTO) since January 2007, and this is the first empirical study to examine TQM practices in Vietnam. Analysis through Structural Equation Modelling, t-test and MANOVA of survey data from 222 manufacturing and service companies produced three major findings. First, this study supports previous research findings that TQM can be considered as set of practices. Second, industries in Vietnam have deployed certain TQM practices (customer focus and top management commitment) at much higher levels than others, namely information and analysis system, education and training, employee empowerment, and process management. Finally, MANOVA shows a clear difference...
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