Total Quality: Management

Total Quality Management

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Introduction • Total – Made up of the whole(or) Complete. • Quality – Degree of Excellence a product or

service provides to the customer in present and future.

• Management

– Act , art, or manner of handling , controlling, directing, etc.

TQM is the art of managing the whole to achieve excellence.

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"TQM is a management approach for an organization, 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 organization and to society." TQM is composed of three paradigms: TOTAL: Organization wide QUALITY:With its usual Definitions, with all its complexities MANAGEMENT: The system of managing with steps like Plan, Organise, Control, Lead, Staff, etc. 3

Definition Total Quality Management (TQM) is a management strategy aimed at embedding awarness of quality in all organizational processes.

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EXPLANATION:

TQM requires that the company maintain this quality standard in all aspects of its business. This requires ensuring that things are done right the first time and that defects and waste are eliminated 5

LEADERSHIP ISSUES • To realise that TQM is not a ‘quick fix’ but a long-term approach to quality. Good quality needs to be underpinned by systems with clearly set out goals and guidelines. • The need for top management commitment – because TQM involves the whole organisation without top level support any such initiative is doomed to failure. This support usually is evidenced by an executive champion, and a high level steering group. • Involving the people who know – TQM is not a management tool but a means of involving everyone in identifying and solving problems. It is essential that there should be means of involving everyone, providing necessary training and also recognising success when it is achieved. • The final issue is that TQM may, over time, lose its effectiveness (see figure 20.8), if it is seen as a ’programme’ (with an implied start and end) rather than a ‘working philosophy’ that is a part of the organisation’s way of working. To this end many organisations refrain from

TOTAL QUALITY MANAGEMENT THROUGH TOTAL EMPLOYEE Ø The greatest challenge for the millennium leaders is to anticipate and adapt to change using it to innovation and generating creative ideas to exploit the change. Ø It is absolutely necessary to understand that it is through creative innovation, which can provide organizations a competitive edge over others. It is the need of the hour to be world class organization in order to produce world class products. Ø In today’s compete world, everyone needs the best of the products at a reasonable cost. Ø Value for money is going to be key buzz word and unless we are ourselves committed to this, we cannot produce the so-called world class products.

CONT… Let us have a look of what has changed:Liberalization/globalization growth of economics information revolution organizations social mobility knowledge worker In order to create climate for participation/involvement, total quality management is the need of the hour for the Indian industry to compete

What is employee involvement

• Employee involvement is a matter of courtesy asking people’s opinion before making decisions that affect them. Employee involvement is a very simple process. If a decision is made affecting the employees, it is always better to consult them as they may have some intelligent ideas to offer and this will help in building up the relations and creating a conducive environment for better results. • The employee involvement means that it should involve all employees including managers, supervisors and workers, consulting and communicating with labour organizations, officers associations etc. in matters related not only to operations but also personnel management. • Employee involvement includes different levels of

“ To the degree that you give either people what they need, they will give you what you need” - Robert Conkli

To sum up, employee participation effectives can be undertaken by following:• a conducive atmosphere to be created and people made to express their opinion., • Confidence to be built that the views expressed by one and all will be given adequate weightage. • Developing mutual respect, recognizing honesty and cultivating trust are very much essential. • All conflict situations to be tackled through direct and tactful approach. • Listening actively when team members discuss and asking how they think and feel about the issues.

What is 5S?

5-S can be defined as 1. Seiri (Proper Arrangement and Clearing Up) a) Look around your work area and ask yourself “is it really necessary for all items to be there?” b) Separate O.K., reworkable and rejected items c) Rework the reworkable items and dispose of the rejected items.

• 2. Seiton (Orderliness) Items must be placed inprefixed locations so that they are easily accessible and can be easily used. Make sure that iten=ms can be clearly identified by labelling them properly. 3. Seiso (Clean Up) Seiso means cleaning the work place and all the machinery by ourselves. 4. Seiketsu (Standardisation) Even a clean work place with proper selection and proper arrangement will soon become dirty if Seiri, Seiton and Seiso are not continuously repeated. Let us prevent problems by keeping things standardized and maintaining a good environment. 5. Shisuke (Discipline) Everyone shuld be disciplined to follow strictly the rules and maintain standards while working. For example let us adhere to the timings and let us follow the prescribed operation standads. Everybody should wear shoes for safety.

Advantages of 5S • By thoroughly enforcing 5S in each work area. 1. Operations can be performed without error, proceeding in a well-regulated fashion, resulting in fewer defective items thereby increasing the overall quality of product. 2. Operations can be performed safely and comfortably, reducing the chances of accidents. 3. Machinery and equipment can be carefully maintained, reducing the number of breakdowns. 4. Operations can be performed efficiently,

How to Achieve 5S 5S can be achieved very easily by every employee by having a close look at his work place. He is to ensure that 1. No rejected / unwanted items are lying at his work place. 2. All items are kept in proper locations/order. 3. Everybody should co-operate with each other in keeping his and others areas and the machines clean. 4. All follow rules and regulations and maintain required standards.

Quality Circles

The concept of quality circle has been interpreted in many ways in India and abroad. The most commonly accepted definition keeping the essence of the philosophy that was prevalent in Japan; is as follows :

"Quality Circle is a small group of employees who work in same work area or doing a similar type of work, who voluntarily meet regularly for about an hour every week to identify, analyze and resolve work related problems, leading

Keeping the definition in mind, following important conclusions can be drawn that • Most people have the ability to tackle a wide range of problems at work in an imaginative and creative way • The ability of the average person at work is used partly • The QC concept assumes that once members are trained, they will be able to organize themselves to use their time effectively and there will be no need of outsiders to tell them what to do • If everyone is given a chance to use his talents to solve work related problems collectively, the results will be extremely Positive • Problems at work place are best solved by

The Principles of Quality Circles • The Voluntary Principle • Treating Members as Responsible Persons • Living in the real world • Win/win • Enjoy It

Training for QC Training is an important aspect of quality circle activity. In their enthusiasm to launch quality circles without delay, many organizations often skip the training. The major objectives of imparting training for quality circles are To necessary to clarify many misconceptions that exist with regard to the concept of quality Circle To translate philosophy of QC into practice - dealing with the employee at the grass root as the concept does, and having an interface with many other forces that are prevalent in any organizations. It is essential that all those who are going to be involved in the implementation of quality circles must take care of all the important aspects of translating the theory of To develop leadership qualities and build up individuals, for the first time workers must play the role of leading their colleagues in the activities of

• The topics to be stressed at the orientation programme on quality circles to top and senior management/officers are : - Concept and structure in brief. - Relevance of the need for excellence. - Tangible and intangible impact. - Role of management. - Methodical launching and institutionalizing.

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