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Building A Quality Organization
ITFT College, Chandigarh 14/26/2014
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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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