Achieving Excellence: Quality Control & TQM Strategies
Quality Control: A Survival Factor
Quality is a crucial survival factor in a globalized world.
Stages of Quality Evolution
- Screening: Controlling final products (departmental control).
- Statistical Monitoring: Ensuring product specifications are met.
- Quality Assurance: Implementing documentation systems like ISO 9000.
- Total Quality Management (TQM): Fostering a culture of continuous improvement through attitude and behavior.
The Deming Cycle: Plan-Do-Check-Act
The core principle: Plan, Do, Check, Act.
Modern Management Cycle
- Before: Planning, organizing, and designing quality.
- Now: Focusing on process control.
- After: Corrective actions and continuous improvement.
Elements of a Quality Management System & TQM Strategies
Total Quality Management (TQM) Strategies
TQM involves continuously performing the following:
- Development and delivery of a clear quality policy.
- Achieving customer satisfaction.
- Ensuring clear understanding of objectives and processes across the organization.
- Comprehensive training and orientation for all employees.
- Establishing a robust Quality Management System with defined standards and objectives.
- Continuous education and training initiatives.
- Systematic measurement and reporting of quality metrics.
- Improving quality through effective problem-solving.
- Recognition for outstanding performance.
- Evaluating and benchmarking against other companies.
Why Implement TQM?
Customer Satisfaction
TQM leads to reduced risks, increased customer confidence, and improved overall performance.
Internal Forces
Addressing issues like poor quality, low productivity, lack of confidence, and employee dissatisfaction.
External Forces
Meeting customer expectations, staying competitive, complying with government regulations, and adhering to industry standards.
The Core Benefit: Quality Drives Satisfaction
Implementing TQM enhances productivity, leading to higher quality, reduced costs, and ultimately, increased customer satisfaction.
TQM is a commitment where everyone is involved; the goal is perfection, and the result is increased external customer satisfaction.
Components of a Typical TQM System
A typical TQM system integrates a philosophy of quality, managerial functions, a system of quality procedures, and various quality tools and methodologies.
External Benefits of TQM
- Improved marketing and competitiveness.
- Enhanced credibility and reputation.
- Sustained customer satisfaction.
- Service to society.
Internal Benefits of TQM
- Cost reduction and control of waste.
- Improved operations.
- Enhanced productivity and efficiency.
- Greater predictability and reliability.
Key Environmental Factors for TQM Development
Key factors include: recognition, effective communication, strategic planning, and constructive conflict resolution.
The 10 Commandments of TQM Implementation
- Commitment.
- Obsession for excellence.
- Constancy of purpose.
- Customer-oriented organization and supplier participation.
- Employee involvement through recognition and incentives.
- Methodological discipline and continuous learning.
Quality Improvement: Enhancing Processes
Quality improvement focuses on increasing the efficiency of processes. A process is defined as a set of interrelated resources and activities that convert inputs into final products.
The Process Improvement Plan
- Identify processes that impact quality.
- Define the current capacity of the process.
- Specify the expected and/or required capacity.
- Identify and implement improvement initiatives.
- Put the process in statistical control.
- Analyze the process.
- Measure performance and evaluate process capability.
- Identify actions and strategies for improvement.
- Repeat the cycle of continuous improvement.
Key Steps for Process Improvement
- Select and define the process of interest.
- Define the overall quality of the final output data of the process.
- Evaluate the process capability.
- Innovate and continuously improve the process.