final assig of quality
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1. Introduction:
Total quality management is significant for every type of organization and leadership is one
of the principles of total quality management. Leadership can improve the overall
performance or quality by making the entity drift towards achieving excellence of world
class. This is only possible if the new administration embraces the concept of total quality
management in business operations, so that needs and expectations of the customer of the
organization can be consistently satisfied. As organization move from lower levels upwards
developing good leadership, the world of known is left behind with many questions as to
whether the leader is a corporate type who will aim at improving the profits or that is simply
an officer who is nontactical in nature with irrelevant undertakings. !"ool, #$$$%. %.
The aim of this report, therefore, is to provide an elaboration of T&' concept on how it
could provide our company with better functions of business operations to achieve a world
class excellence. (t is expected from the new leadership to setting goals, convincing,
visioning, motivating and proper communication to ensure people move in the same
direction. !"ool, #$$$%.
The type of leadership and management skills needed our organization is extraordinary
commitment and innovation. The more complex the organization is, the more it requires
adopting the philosophy and culturing which focuses on continuous improvement. The choice
of the concept of T&' is fundamental to any society by any leader to avoid the collapse of
the business operation !)aldman, #$$*%. This report will shed light on+++++..
2. Company overview:
TATA motors ompany vision is talking about leadership- the company is recognized
globally by many customers, employees, suppliers, and competitors because of the market
share. The baseline operation of the company is to do things right and provide quality the first
time while continuously seeking for improvement !umphrey / )illis, #$$0%. (t is (ndia1s
largest automobile company, with standalone revenues of 2s. #3,44$.56 crores !789 3.3
billion% in #$$:;$6.Tata 'otors, the first company from (ndia1s engineering sector to be
listed in the xchange !8eptember #$$*%, has also emerged as an
international automobile company.The company is the one of the world1s largest carmanufacturer.The foundation of the company1s growth over the last 3$ years is a deep
understanding of economic stimuli and customer needs, and the ability to translate them into
customer;desired offerings through leading edge 2/9. )ith over #,$$$ engineers and
scientists, the company1s >ngineering 2esearch entre, established in 0644, has enabled
pioneering technologies and products
The industry has been plagued over the years with quality management system shortfalls. (n
many cases, profits have been the driver behind quality failures in the industry. The company
was going into loss because of the quality failures. 8o top management decided to move
ahead and chose new leadership. 8o, the faith of the customers towards the product could begained again.
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As the department head of the company, ( personally believe in achieving higher level
through right application of the T&' tools and approaches to the products and services. (t is
the responsibility of the leader to share the vision and establish goals with the companies?
personnel taking charge of implementation !umphrey / )illis, #$$0%.
T&' implementation efforts for the company is significant, although, following the policy
requirements, the company is reluctant to make public the achievements to do with T&'.
The total quality management concept involves moving together with people in the same
direction by giving assistance through coaching and training rather than dominating the
control !umphrey / )illis, #$$0%.
At presently, the company is producing number of cars, but the ma@or issue is the design of
the car. irstly, people do not like the design itself, they think it as ugly design and secondly
the design is not robust and does not follow safety criteria.
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"roviding a design that meets customer expectations is a critical element to building a quality
product. 7nfortunately, this can be more difficult than it sounds because most customers
provide general descriptions, such as Esafe,F Etough,F or Esleek.FDne tool that helps them do
this is known as &9, or &uality unction 9eployment. This tool identifies the requirements
of customers and then scores those requirements numerically. The scores are then translatedinto specific product requirements, such as side air bags for EsafeF. This tool can also be
useful for enhancing communication between various company functions and departments.
!>BD8 a division of &A9, #$03%
As mentioned above leadership is a principle of the T&'. Leadership can act as senior
management1s tool in implementing T&' irst, by modeling the T&' philosophy and
principles within its departmental operations, leadership can serve as a beachhead for the
T&' process throughout the company. 8econd, leadership, with senior management1s
support, can take the T&' process companywide by developing and delivering the long
term training and development necessary for the ma@or organizational culture shift requiredby T&'.
(mplementing T&' requires a team effort headed by your organization1s leadership team.
>ach person involved in change management has their responsibilities, and it is important for
the entire organization to understand the role of leadership in T&' to make delegating
responsibility more effective.T&' requires participation from all of the departments that
will be affected. ompany leadership needs to identify what those departments are and create
an implementation team that consists of representatives from each affected group.
'anagement create a structure that identifies various group leaders, the responsibilities of
those group leaders and an accountability system that insures that the implementation team
meets its timetable for getting the new program or policy in place. Leadership needs to help
the employees understand how the company benefits from the new implementation, but it
also needs to get the organization to see the setbacks of not making a change. T&' within a
company is not an exact process. (t is a dynamic procedure that needs to be monitored by
management and altered to meet implementation goals. it is the responsibility of leadership to
put a monitoring system in place, analyze the data that is being generated during the
implementation and make any necessary changes to make the implementation more efficient.
(n a typical T&' environment, it is the responsibility of leaders to provide direction for the
future by developing contacts with the workforce a clear vision statement where the future is
easily predicted. Leaders quickly achieve alignment of people towards the vision through
developing relationships with the people by use of avenues like executive steering committee
meetings or day to day interaction with the quality management boards. (n most cases good
leaders drive out fear among workers in the event of any mistake, they cause by continuously
motivating and passing improvement. A point to note is that during the implementation of
T&', all aspects of leadership and management apply. Leaders of different organizations
sub@ected to the principles of T&' will be required to apply both the skills of leadership and
management. owever, because T&' demands a culture of transformation and not simply
the general program, there is a great need for leadership at the implementation phase of T&'!Barnes, #$$:%.
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4. Present quality problem in TATA motors:Drganizations try to secure their longterm economic success by continuous improvement of
their products, processes and services in order to maximize their wellbeing. The customers
are very important and it is really crucial to fulfil the demand of customers. The issue that
TATA motors is facing about the design of the car.
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The qualitycosting approach is a proven means of tracking, guiding, and motivating
quality improvement. (t also associated with other T&' options.
Figure 1:COQ
The quality cost is further broken up into four further partsH
0. Prevention CostHGenerally the most effective way to manage quality
costs is to avoid having defects in the first place. It is much less costly to
prevent a problem from ever happening than it is to find and correct the
problem after it has occurred.
2. Appraisl costHAny defective parts and products should be caught as early as
possible in the production process. Appraisal costsare incurred to identify defective
products before the products are shipped to customers. 7nfortunately performing
appraisal activates doesn1t keep defects from happening again and ( realize that
maintaining an army of inspectors is a costly and ineffective approach to quality
control. >mployees are increasingly being asked to be responsible for their own
quality control. This approach along with designing products to be easy to
manufacture properly, allows quality to be built into products rather than relying on
inspections to get the defects out.
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G. Internal failure costHIt results from identification of defects before they are
shipped to customers. These costs include scrap, re@ected products, reworking of
defective units, and downtime caused by quality problem. The more effective a
company1s appraisal activities the greater the chance of catching defects internally and
the greater the level of internal failure costs. This is the price that is paid to avoidincurring external failure costs, which can be devastating.
*. External failure costHIt includes warranty, repairs and replacements, product
recalls, liability arising from legal actions against a company, and lost sales arising
from a reputation for poor quality. 8uch costs can decimate profits.
(n the past, some managers have taken the attitude, ILet1s go ahead and ship
everything to customers, and we1ll take care of any problems under the warranty.I
This attitude generally results in high external failure costs, customer ill will, and
declining market share and profits.
8ome examples of quality cost are given below in the tableH
Prevention cost Internal failure cost
8ystems development
&uality engineering
&uality training
&uality circles
statistical process control
8upervision of prevention activities&uality data gathering, analysis, and
reporting
&uality improvement pro@ects
Technical support provided to suppliers
Audits of the effectiveness of the quality
system
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(t is responsibility of leadership and mangers to find out the way to tackle the problem of
quality cost. They should find out new ways and ideas to reduce the cost of the quality.
owever, it is not only responsibility of the leaders, followers and employees should also
contribute for the profit of the company as well as to attain the world class quality.
". %r&anisational 'ulture:(t is believed that an organisation will ultimately get only as far as the organisational culture
takes them.8hein states that organisational culture is a structure of common assumptionsthat are distributed among all members of the group to solve internal and external problems
of an organisation and to share their knowledge with new members !8chein, #$$*- 05%.Tata
follows a strong culture by following moral values and ethics.
There is a good organisational structure of the company that was leading the company
towards the success. (n line with its belief that 1"eople make the difference1, TATA focused in
nurturing employee potential through involvement, empowerment and continuous learning.
The organization structure, which lays emphasis on delegation, has helped develop the
company1s culture. The structure allows immense scope for continuous improvement-
managers do not need to worry about daytoday operations, and can thus better focus on
breakthrough improvements. The delegation of responsibility to lower levels has also helped
in developing a culture of initiative and risk taking. The organizational culture can be best
described as one of empowerment, delegation and total employee empowerment !and hence,
employee involvement%. The company culture is such that individual as well as teams are
recognized for their achievements. Teams are recognized on a quarterly basis based on their
performance and some key measures. (ndividual growth is related to one1s performance in the
team. Thus, team members cannot shirk their responsibility. (n addition, social loafing is not
possible due to peer pressure. Another interesting aspect is that workers are known as
associates and not workers. This simple step helps inculcate a sense of belonging and loyalty
towards the company. Team play is an important characteristic of the culture and the
organization strives hard to maintain and promote it. The team play is defined as the ability to
submerge individual needs to the needs of the group- building on the strengths and
complimenting the weaknesses of other Team 'embers to ensure group1s ob@ectives are met.
>very Team 'ember identifies himselfCherself with the Team and feels proud to be part of
the Team. There are a number of inter Team contests, Team Building exercises, constantinteraction and counselling by Team 9eveloper, elebration for every small success. A Team
can be in different stages of Team "lay. ive levels of evolution have been defined and a
Team1s level can be ascertained by observation in a particular period of time.
!entral themes should be applied by su''essul leaders
or transormin& the or&ani(ation:The first one is keeping the faith- a good example is the erman 'iller furniture company
which adopts new strategies when faced with the financial crisis. The company sticks to the
participative form of management by asking decisions from the employees on the best
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practice. The result of the step taken usually improves the overall productivity of the
company !Black / "orter, #$$4%.
8etting demand goals is another area applied by organizations- a good example is the
'otorola?s goal of six sigma quality that has narrowed the margins of defects. The next point
is to walk the talk as a leader who is the reflection of actions to the people !Black / "orter,
#$$4%.
Dther elements to consider are open communication using every mechanism to break down
any barrier that might exist. Leadership also goes by delivering the promises in real time. A
classic example is the ederal >xpress, which offers services in real time. All the employees
are trained on this basic premise by their immediate supervisors !Black / "orter, #$$4%.
*ision and Mission:
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,en'hmar-in&:
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!on'lusion:The study shows that defining leadership process and roles are the most important step in
achieving success within an organization. This will lay the foundation to adopt clarity, proper
communication of the vision and employ consistent processes. The final ob@ective of
leadership is to build trust with people while applying the principles of total quality
management in achieving better results through continuous improvement.
The study also identified management efforts that are fundamental to improving the
performance of the organization. Jiven the T&' tools that help in knowledge sharing,
development of teamwork, a proper innovation that is all dependent on the leadership roles in
developing trust with the workers and customers by enhancing good open communication to
achieve quality.
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