Building A Quality Organization

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Introduction

• Customer Satisfaction is the main aim of every organization.

• Customer requirements change with time.

• Competition creates a NEED in the mind of customers.

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Dimensions of Quality

1) QUALITY CONTROL:

• looks at processes concerned with control

• Focus on auditing an organization requirements

• specifies what is required

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2) QUALITY ASSURANCE:

• concerned with monitoring

• focuses on meeting customer needs (customers defined in the widest sense)

• provides guidelines

• looks at outcomes

3) QUALITY IMPROVEMENT:

• has structures for the sharing of good practice

• builds in continuous improvement

• has an element of self assessment

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5 Keys to building Quality

• Continuous Improvement philosophy

• Consistency in everything you do

• Teamwork as part of the culture

• Routine Measure and Analysis

• Training for all

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Implementing TQM1) Management Commitment

• Plan (drive, direct)

• Do (deploy, support, participate)

• Check (review)

• Act (recognize, communicate, revise)

2) Employee Empowerment

• Training

• Suggestion scheme

• Measurement and recognition

• Excellence teams

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3) Fact Based Decision Making

• SPC (statistical process control)

• The 7 statistical tools

• team-oriented problem solving

4) Continuous Improvement

• Systematic measurement and focus

• Excellence teams

• Attain, maintain, improve standards

5) Customer Focus

• Supplier partnership

• Never compromise quality

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Quality Circles

• A group of employees who perform similarduties and meet at periodic intervals, oftenwith management, to discuss work-relatedissues and to offer suggestions and ideas forimprovements, as in production methods orquality control.

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Benefits of Quality circle

• Establishment of quality standard

• Team Work

• Positive Attitude

• Positive working environment

• Increased productivity

• Production of standard quality goods

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Role in Organizational Transition in TQMWhy is CHANGE essential?

• Customer expectations continuously evolve.

• Increased Competition

• Processes become outdated.

• Technology is changing rapidly.

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Teams for TQM

• A team is a group of individuals, all workingtogether for a common purpose.

• The individuals comprising a team ideallyshould have common goals, commonobjectives and more or less think on the samelines.

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Team building can lead to:

• Good communications with participants as team members and individuals

• Increased department productivity and creativity

• Team members motivated to achieve goals

• cooperation and collaborative problem-solving

• Higher levels of job satisfaction and commitment

• Higher levels of trust and support

• Diverse co-workers working well together

• Clear work objectives

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