TQM Principles and TQM Principles and PracticesPractices

Mohd Fathullah GhazaliMohd Fathullah Ghazali

Topics coveredTopics covered

Continuous improvement,Continuous improvement, Employee empowerment,Employee empowerment, Leadership and changeLeadership and change Teamwork in industrial practices. Teamwork in industrial practices.

Continuous Improvement (Kaizen)Continuous Improvement (Kaizen)

It is a fundamental of Total QualityIt is a fundamental of Total Quality ““Competing in a global marketplace Competing in a global marketplace

is like running in an Olympics” is like running in an Olympics” – – – must keep running and last year must keep running and last year

record is to be broken this year.record is to be broken this year.– Athletes who don’t improve continually Athletes who don’t improve continually

will not remain long in winner’s circlewill not remain long in winner’s circle– Same goes to the companySame goes to the company

Essential improvement activitiesEssential improvement activities Quality expert recommends 5 activities as a crucial to continuous Quality expert recommends 5 activities as a crucial to continuous

improvement. There are in Figure 19-1;improvement. There are in Figure 19-1;

1.1. Maintain communication.Maintain communication.– It is important to share information before, during and It is important to share information before, during and

after attempting to make improvements.after attempting to make improvements.

2.2. Correct obvious problemsCorrect obvious problems– Should be corrected immediately.Should be corrected immediately.

3.3. Look upstreamLook upstream– Look for causes, not symptoms.Look for causes, not symptoms.

4.4. Document problems and progressDocument problems and progress– Take time to write it down. It is uncommon to continue Take time to write it down. It is uncommon to continue

solving the same problem over and over again.solving the same problem over and over again.

5.5. Monitor changesMonitor changes– Solution may solved or partially solved. For this reason, it Solution may solved or partially solved. For this reason, it

is important to monitor changes that have been made.is important to monitor changes that have been made.– Make sure the pride of ownership does not interfere the Make sure the pride of ownership does not interfere the

objective of monitoring the performance.objective of monitoring the performance.

Identification of improvement needsIdentification of improvement needs

Every organization has limited resourcesEvery organization has limited resources Therefore, they should be managed and Therefore, they should be managed and

optimized to give most benefit.optimized to give most benefit. There are 4 strategies for identifying There are 4 strategies for identifying

improvement needsimprovement needs– Apply multivoting (Brainstorming to develop a Apply multivoting (Brainstorming to develop a

list of potential improvement project)list of potential improvement project)– Identify customer needsIdentify customer needs– Study the use of time.Study the use of time.– Localize problems (pinpoint specifically where Localize problems (pinpoint specifically where

and when it happens)and when it happens)

Standard Process Improvement Standard Process Improvement StrategiesStrategies

Describethe process

Standardizethe process

Eliminate errors

the process

Simplifythe process

Reduce sources of variation

Bringthe process under SPC

Improve the design

the process

KaizenKaizen

Kaizen strategy is the most Kaizen strategy is the most important concept in Japanese important concept in Japanese Management.Management.

Kaizen means ‘on-going Kaizen means ‘on-going improvement involving everyone.improvement involving everyone.

Involve top management, managers Involve top management, managers and workers.and workers.

Elements of KaizenElements of Kaizen

Figure 19-4Figure 19-4

Kaizen implementation toolsKaizen implementation tools

Some additional tools instead of Some additional tools instead of quality tools explained in this course.quality tools explained in this course.

Kaizen Tools are;Kaizen Tools are;1.1. Kaizen checklistKaizen checklist

2.2. Kaizen Five-Step plan (5S)Kaizen Five-Step plan (5S)

3.3. Five W’s and One HFive W’s and One H

4.4. Five-M checklistFive-M checklist

Kaizen ChecklistKaizen Checklist

Using checklist that focuses attention Using checklist that focuses attention of employees on those factors that of employees on those factors that are most likely in need of are most likely in need of improvement.improvement.– E.g; work methods, facilities, software E.g; work methods, facilities, software

tools etctools etc

Figure 19-5Figure 19-5

Kaizen 5 step plan (5S)Kaizen 5 step plan (5S)

Japanese approach to implement Japanese approach to implement kaizenkaizen

Using posters on the walls with the Using posters on the walls with the wordword– Seiri (Straighten up)Seiri (Straighten up)– Seiton (Put things in order)Seiton (Put things in order)– Seiso (Clean up)Seiso (Clean up)– Seiketsu (Personal cleanliness)Seiketsu (Personal cleanliness)– Shitsuke (Discipline)Shitsuke (Discipline)

Five W’s and One HFive W’s and One H

WHOWHO

WHATWHAT

WHEREWHERE

WHENWHEN

WHYWHY

HOWHOW

Five W’s and One HFive W’s and One H

Using this tool encourages employees to look at a Using this tool encourages employees to look at a process and ask questions;process and ask questions;– Who is doing it?Who is doing it?– Who should do it?Who should do it?– What should be done?What should be done?– What is being done?What is being done?– Where is it being done?Where is it being done?– Where should it be done?Where should it be done?– Why is it being done?Why is it being done?– Why is it that way?Why is it that way?– When is it being done?When is it being done?– When should it be done?When should it be done?– How it is being done?How it is being done?– How should it be done?How should it be done?

Five-M checklistFive-M checklist

Man(Operator)

Machine

Material

Methods

Measurement

Employee empowermentEmployee empowerment

Employee empowermentEmployee empowerment Empowerment means engaging Empowerment means engaging

employees in thinking processes of employees in thinking processes of an organization in ways that matter.an organization in ways that matter.

Also means having input that is Also means having input that is heard and used – giving ownership of heard and used – giving ownership of the job.the job.

Employee empowermentEmployee empowerment

Rationale; Rationale; Best way to increase creative Best way to increase creative

thinking and initiative on the part of thinking and initiative on the part of employees.employees.

Can be an outstanding motivatorCan be an outstanding motivator

Issues;Issues; Resistance to changeResistance to change

Employee empowermentEmployee empowerment Implementation of employee Implementation of employee

empowerment has 4 steps;empowerment has 4 steps;1.1. Creating a supportive environmentsCreating a supportive environments

2.2. Targeting and overcomingTargeting and overcoming

3.3. Putting the vehicles in place Putting the vehicles in place (Vehicles = brainstorming, quality circles, (Vehicles = brainstorming, quality circles, suggestion boxes etc)suggestion boxes etc)

4.4. Assessing, adjusting and improvingAssessing, adjusting and improving

Leadership and changeLeadership and change

Leadership and changeLeadership and change

Leadership is Leadership is the ability to inspire people to the ability to inspire people to make a total, willing, and voluntary commitment make a total, willing, and voluntary commitment to accomplishing or exceeding organizational to accomplishing or exceeding organizational goals.goals.

What leaders must be able to do;What leaders must be able to do;– Overcome resistance to change.Overcome resistance to change.– Broker inside and outside organizationsBroker inside and outside organizations

Leadership for QualityLeadership for Quality Principles of Leadership for QualityPrinciples of Leadership for Quality

1.1. Customer FocusCustomer Focus Primary organizational goal is to meet or exceed customer Primary organizational goal is to meet or exceed customer

expectations.expectations.2.2. Obsession with qualityObsession with quality

Obsession with quality must be instilled by leaders in an Obsession with quality must be instilled by leaders in an organization. Means – every employee can aggressively pursue organization. Means – every employee can aggressively pursue quality.quality.

3.3. Recognizing the structure of workRecognizing the structure of work When the optimum structure is in place, work process can be When the optimum structure is in place, work process can be

analyzed in order to improve them.analyzed in order to improve them.4.4. Freedom through Control (See Chapter 5)Freedom through Control (See Chapter 5)5.5. Unity of PurposeUnity of Purpose

All employees will commit towards one target.All employees will commit towards one target.6.6. Looking for faults in systemsLooking for faults in systems

Deming and Juran said “85% of faults come from management, Deming and Juran said “85% of faults come from management, only 15% from the employees”only 15% from the employees”

7.7. TeamworkTeamwork A team of people working together can out-perform a group of A team of people working together can out-perform a group of

individuals.individuals.

Leadership StylesLeadership Styles– Autocratic LeadershipAutocratic Leadership

Also called Dictatorial LeadershipAlso called Dictatorial Leadership– Democratic LeadershipDemocratic Leadership

Also called consultive or consensus leadershipAlso called consultive or consensus leadership– Participative leadershipParticipative leadership

Also known as Non-directive leadershipAlso known as Non-directive leadership Exert little control on decision making processExert little control on decision making process Allow team members to develop solutionsAllow team members to develop solutions

– Goal-oriented LeadershipGoal-oriented Leadership Result-based leadershipResult-based leadership Any other unrelated to specific goals is minimized.Any other unrelated to specific goals is minimized.

– Situational leadershipSituational leadership Also called contingency leadershipAlso called contingency leadership Manager decides to take any of the above style, Manager decides to take any of the above style,

depending on the situation.depending on the situation. Based on short term concern.Based on short term concern.

TeamworkTeamwork

What is a Team?What is a Team?– A group of people with common, A group of people with common,

collective goalcollective goal Rationale for Teams;Rationale for Teams;

– 2 or more heads are better than one2 or more heads are better than one– The whole (1 team) is better than the The whole (1 team) is better than the

sum of individual partssum of individual parts– Teamwork promotes better Teamwork promotes better

communication.communication.

TeamworkTeamwork

Teams are no to be bossed, they Teams are no to be bossed, they need to be coached!need to be coached!

Coaches are usually mentors, Coaches are usually mentors, promote respect among team promote respect among team membersmembers

Employees will not always work well Employees will not always work well together as a team .together as a team .

TQTQ