Download - Total Quality Management (TQM)
BACKGROUND
Total Quality Management concept was developed by a number of Japanese firms in the decades of 1950s and 1960s.
CON…
TQM approach comes from the teaching and inculcate in the field level by such quality leaders like Philip B. Crosby, Armand V. Feigenbaum, Kaoru Ishikawa.
THREE CONCEPTS
Total= Everyone/Every component is involvedQuality=Continuously improving the service to delight customerManagement= With data and profound knowledge
QUALITY IS AN ATTRIBUTEQuality: Continuous customer satisfaction.Quality is representative of a culture
A=AccuracyB=BrevityC=Clarity T= TimelinessWisdom + Dedication + Unity + Spirit=Success
Management in all business and organizational activities is the act of getting people together to accomplish desired goals and objectives using available resources efficiently and effectively. Management comprises planning, organizing, staffing, leading or directing, and controlling an organization A group of one or more people or entities or effort for the purpose of accomplishing a goal.
DEFINITION OF TQM:Total quality management is the integration of all functions and process within an organization in order to achieve continuous improvement of the quality of goods and services.
Total Quality Management or TQM is an integrative
philosophy of Management for continuously improving the quality of products, service and process
INTERNATIONAL ORGANIZATION FOR STANDARDIZATION STANDARD ISO 8402:199
TQM is a management approach of 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 society
PEOPLE DON’T BEHAVE OR PERFORM FOR MANY REASONS
Reasons Means of Solution
1. They don’t know how or when to perform2. They aren’t motivated3. They are prevented by the organization
1. Knowledge and Skill
2. Motivation3. Friendly organizational environment
GOAL OF TQMMaximum satisfaction of clients/ customers/beneficiary.
Minimum RequirementSatisfactionDelight….Delight…Delight……
NON COMPLIANCE OF PERSONAL QUALITY
Late for meeting office or appointmentSearch for something misplaced or lostDelayed return to phone call or reply to
letterMissing a chance to clean
TYPES OF COMPETENCY
Knowledge: Information and understanding needed to fulfill responsibilities
Know Understand
ImplementDecision
CON..
Skill: Acquired ability or experience needed to fulfill responsibilities
Attitude: Way of thinking or behavior needed to fulfill responsibilities
SKILLPeople don’t perform due to lack of skills.Hard skill: Training is related regarding hard skill.Being a teacher, teaching skill is hard skill.
CON..Soft skill: Soft skills include our ability to listen well, Communicate effectively, be positive, handle conflict, accept responsibility, show respect, build trust, work well with others, manage time effectively, accept criticism, work under pressure, be likeable and demonstrate manners.
QUALITY IN ALL ITS POSSIBLE DIMENSIONS
Dimensions of Quality
Relevant Expressions
Getting License Did you get the license? Yes, I got it.
Cost of Getting it
Oh ! I had to pay Taka 30,000 for it as bribe. But you will be astonished to know that actual fee is only 1000 taka
How and When Delivered
Oh! I had to wait for long six months for it.
In citizen charter it is written there only 15 days.
Safety in tender droppingOh ! Few officers wanted to have a fair competition in the tender but I didn’t submit because I was threatened by some goons and guns.
BASIC PRINCIPLES OF TQM
1.1 Continuous improvement1.2 PDCA1.3 Speak with facts and data 1.4 Standardization
CON..
1.5 Prioritization1.6 Visualization1.7 Client focus1.8 Participation by all1.9 Respect humanity
MAIN COMPONENTS
There are three components in TQM: Quality assuranceQuality control Quality improvement.
TIPS FOR TQM
Every is a key word in TQM: Improving everything that everyone does in every aspect of the organization in every department, every minute of every day
EVOLUTION RATHER THAN REVOLUTION:
Continually making small, 1% improvements to 100 things is more effective, less disruptive and more sustainable than improving one thing by 100% when the need becomes unavoidable
TEAM SPIRIT/INVOLVEMENTEveryone involved in a process or activity, however apparently insignificant, has valuable knowledge and participates in a working team
RESPECT HUMANITYEveryone is expected to participate, analyzing, providing feedback and suggesting improvements to their area of work
EMPOWER TO PARTICIPATEEvery employee is fully in the improvement process: taking responsibility, checking and co-coordinating their own activities. Management practice enables and facilitates this.
FUNDAMENTAL ELEMENTS OF QUALITY MANAGEMENT:
PROMOTE CUSTOMER FOCUSED SERVICEINVOLVEMENT (TEAMWORK)USE PERFORMANCE MEASUREFOCUS ON RESULTRELY ON DATA COLLECTION AND INTERPRETATIONSUPPORT MANAGEMENT THAT IS BASED ON FACTSINVOLVE EFFICIENT AND EFFECTIVE RESOURCE ALLOCATION AND MANAGEMENT
UTILIZATION:Top Management SupportImplementation of Strategic Plan on
QualityFocusing on CustomerEmphasizing Quality AssuranceFostering Team WorkEstablishing Performance
MeasurementProviding Training and RecognitionMotivation
TIPS FOR THINKING Present the Right
Image Do Good Work Develop a Healthy
Network Continue Upgrading
Your Skill Refrain from
Humiliating Your Colleague
Find a Mentor
Consider Lateral Career Moves
Stay VisibleLearn the Power
StructureDon’t stay too
long in a same position
Support Your Boss