Framework for TQM

PeopleManagement

Policy &Strategy

Resources

PeopleSatisfaction

CustomerSatisfaction

Impact onStakeholders

Lead

e rsh

ipLe

ade r

ship

Pro

cess

esP

roce

sses

Bus

ines

sB

usin

ess

Res

ults

Res

ults

ENABLERS RESULTS

Our New Vision- Project Blue ChipCulture of Caring,

Trust and Continuous

Learning

Culture of Caring, Trust and

Continuous Learning

Indian Multinational

Indian Multinational

Innovative, Entrepreneurial & Empowered

Team constantly Creating Value

Innovative, Entrepreneurial & Empowered

Team constantly Creating Value

Expectations of

Employees

Expectations of

Employees

TotalCustomer

Satisfaction

TotalCustomer

Satisfaction

Expectations of

Society

Expectations of

Society

Pro f

e ss i

onal

ly -

Man

aged

Pro f

e ss i

onal

ly -

Man

aged

Att a

inin

g G

loba

l Ben

chm

ark s

Att a

inin

g G

loba

l Ben

chm

ark s

Enha

ncin

g S h

a reh

olde

r Val

u eEn

hanc

ing

S ha r

ehol

der V

alu e

ENABLERSENABLERS RESULTSRESULTS

TQM Journey at HZWTQM Journey at HZWTQM Journey at HZW

ERP-BPR & BM

Employee Involvement SystemSpeakout Sessions

VOU SessionsTQM Launch

“5S”- House KeepingSelf Development

OCS

Process ParametersExample Setting

JQ ITPM

IQRS Audit

Vendor Meet

CSS

LSIP

Aug’ 92

Jan ‘94

Jun ‘96Jul ‘96

Jan ‘95

Apr ‘00Impr. TeamsDec ‘99

Apr ‘95

Oct ‘95

Jul ‘97Apr ‘98

Jun ‘93

TOC

Team Building WorkoutIQRS Level-62002

May ‘01

2002

EIS

Perf. Parameters

ERP

JQI TPMImp. Teams

5S

LSIPVOU

CSS

Vendor meet

IQRS

EIS

Perf. Paramete

rsERP

JQI

TPM

Imp. Teams

5S

LSIP

VOU

CSS

Vendor meet

Principle 1 Customer focus

Principle 2 Leadership

Principle 3 Involvement of people

Principle 4 Process approach

Principle 5 System approach to management

Principle 6 Continual improvement

Principle 7 Factual approach to decision making

Principle 8 Mutually beneficial supplier relationships

Quality Management Principles(ISO 9000 : 2000)

Measurement of Organizational Excellence

•MBNQA•EFQM•Deming•CII - Exim•IMC - RBNQA•Golden Peacock•IQRS

International Quality Rating System - (IQRS)

Features

Developed by DNV, Norway

‘Leadership Compass’ which highlights strengths / areas for improvement

Measures overall performance on Quantifiable Scale (L1 to L10)

Structured Audit Protocol with 18 elements

0

20

40

60

80

100

L1 L2 L3 L4 L5 L6 L7 L8 L9 L10

IQRS Award Level

% C

onfir

man

ce EFQM CriteriaMalcolm Baldrige Criteria

ISO-9000 Criteria

IQRS Evolutionary Path Towards Quality Management

IQRS System Structure

IQRS

Management Controls

Leadership & Administration

Primary Processes

General Policy

Control Loops

Q 1Q 2Q 3Q 4Q 5

MODULE

3

ELEMENTS

18

SUB-ELEMENTS

148

QUESTIONS

810

IQRS Levels

LEVEL ELEMENTS COVERED

CUMULATIVE NUMBER OF QUESTIONS PER LEVEL

CUMULATIVE NUMBER OF POINTS PER

LEVEL

MINIMUM (average)

SCORE %

MIN. RATING

% per element

L1 9 27 720 70 55L2 12 84 2015 75 60L3 13 153 3225 80 65L4 13 263 6150 85 70L5 18 392 9725 90 75L6 18 471 11705 95 80L7 18 599 15080 95 80L8 18 708 17925 95 80L9 18 770 19195 95 80

L10 18 810 20000 95 80

ARI Action Plan

SrNo.

QuestionNo. ACTION R C

START END START END

ARI - Audit , Review and Improvements, R - Responsibility C - Consulting

INTERNATIONAL QUALITY RATING SYSTEM - ARI ACTION PLAN - L6ELEMENT : AUDIT NO : CHAMPION : DATE :

PLANNED ACTUAL

Continued on next page