Source:
E-mail dt. 13.11.2012
TOTAL
QUALITY MANAGEMENT - HOW TO IMPLEMENT IT?
R. GEERTHY RAJA - ASSISATANT PROFESSOR
DHANALAKSHMI SRINIVASAN COLLEGE OF ARTS
AND SCIENCE FOR WOMEN, TAMILNADU, INDIA
Ford motor Company operated losses
between 1980and 1982, and Xerox market share dropped from 90% to 30%, Attention
to quality is the main reason for the lose of these companies.For
many companies TQM does not work.TQM means
TOTAL-Made up of
the whole
QUALITY-Degree
of excellence a product or service provides.
MANAGEMENT-Act
or manner of planning, Controlling, Directing etc.
Therefore
TQM is the art of managing the whole to achieve the excellence. Total Quality
Management means that the organization's culture is defined by and supports the
constant attainment of customer satisfaction through an integrated system of
tools, techniques, and training. This
involves the continuous improvement of organizational processes, resulting in
high quality products and services.The main goal of TQM is “Do the right things right the
first time,every time”
the main objective of TQM is “TOTAL
CLIENT SATISFICATION THROUGH QUALITY PRODUCTS AND SERVICES,CONTINOUS
IMPROVEMENTS TO PRODUCTS,PARTNERS,SUPPLIERS.”
KEYWORDS:Quality,customer satisfication,training,
INTRODUCTION:
TQM
is an approach for continuously improving the quality of goods and services Delivered
through participation of individuals at all levels and functions of an
organization. in the past ,large quantity of journals have been devoted to
analyze the essence of TQM and how it should be implemented in organizations.especially in the 1990’s a significant volume
of research was performed to investigate the practices of TQM and
organizational performance. Ways of
doing business are undergoing sea-change and an organization can no longer
survive if it is insensitive to absorb the changes of Towards
the organization’s Purpose, Mission and
Values. Japanese Industry has evolved ‘Total Quality Management’ as a
tool for managing excellence in their organizations which have taken them over 50 years to come to this stage. It is a process
that developed over a period of time and people in Japan believe in the
process. It is a rare phenomenon that an employee in a Japanese industry absents
himself without prior/ timely information to his employer. This shows the faith
the people have in the process of management. But how to build such a faith all
around is the issue
There are
many Chief Executive who believe in TQM, convinced
about its relevance and potential, are enthusiastic about its implementation: but
unable to connect as how to start and how to proceed to implement.
Importance of Continuous Improvement by TQM
The
major concept of TQM is to maintain improvement in all work, starting with high
level strategic
planning and decision-making, to precise implementation of work
elements in a firm. TQM carries a base belief that mistakes can be avoided and
deficiencies prevented. With this concept, the goal of TQM is to further
develop and improve people, processes, technology, and capabilities of
employees and machines.
Continuous improvement is not focused on improving results, but how to achieve
better results in the future with specific improving capabilities and
developments. There are five areas of focus for capability improvement: demand, supply, technology, operations and
people capability.
STEPS IN
IMPLEMENTING TQM:
Step 1:
Appoint a representative
· We have to identify and nominate a
senior executive to coordinate TQM activities in the organization. This person
should have some qualities like belief in the process, good communicator,
friendly and caring, good listener, good facilitator etc. He should also have
good knowledge about the organization and report directly to Chief Executive
Officer (CEO). It should always be remembered that responsibility and
accountability of TQM remains with Chief Executive and TQM coordinator merely helps
while performing the task.
Step 2:
CEO to switch on to learning
· This suggest
that we should switch ourself to learning mode. We
should create a liking for knowledge on TQM, participate in programs on TQM,
read literature and listen to the people who have done it.· We should open our
mind to see what is happening in the
environment.· We should learn to face facts with smile.· We should learn to be
a ‘giver’. A giver of encouragement, appreciation, motivation, guidance,
information, new opportunities etc.· We should be
willing to experience the process of TQM and be part of the solution.
We should develop human sensitivity.
People in the organization are its greatest assets and human sensitivity is the
most powerful tool to motivate them.· We should treat
every one in the organization as human beings an be sensitive to their needs.
Step 3:
Purify Environment
People need to identify their
differences, communicate with each other and develop mutual trust. If we allow people to socialize in a group periodically,
we will observe, they will talk out their differences themselves and over a
period of time they will develop mutual trust and communicate openly with each
other.· To facilitate this form a team of senior management people representing
most of the function in the organization. This group will be the CEO’s first
level of partners in promoting TQM in the organization.· Conduct a workshop on
vision, current realities, contradictions and strategies for the above group.·
Form task forces out of the senior management group to tackle contradictions
identified in the Vision Workshop. Review performance of these task forces
every month.
Step 4 : Commitment to do it
· We should demonstrate the
commitment through framing the Quality Policy. Quality Policy should be
practical. People should find it easy to understand and relate to their own
role with it. Above all the content of Quality Policy should be visible in all
our actions. The change will not take place overnight. It is a process. Once
change sets in, it will blow up as ‘continuous
improvement’.
Step 5 : Bring out purity of inner self
· We should conduct a purpose,
mission and value workshop for senior management group. Arrive at the draft
document. We should listen to the voice of inner self while drafting the
document.· the
document to be discussed with all
the management executives and allow them to make suggestions for
modifications.· People should have conviction to what is written in the
document. Without conviction, there will be no commitment.·
Once the draft document has been thoroughly discussed across the organization,
adopt it and solemnize the values across the organization.
Step 6:
Prepare people to attainment
· Prepare training plan of the
people based on their needs. This should be mutually discussed and finalized.· All the people must be trained in 7-Tools of QC(quality
circle). Some should be trained in advanced tools of QC. · All the people
should be trained in problem solving techniques and consensus decision making.
· People should also be trained to participate in suggestion schemes and QC
circles.
Step 7 : Lighting the lamp
Brighten up the dark areas across
the organization and identify areas of weakness requiring action.· Prepare short term and long term action plans. Focus
should be on process rather than result alone.· Remember
‘Small is Beautiful’. Take only those areas where you can concentrate in
the first phase.· The action plans should be mutually
discussed and agreed to between the leaders and followers.
Step 8 : Empowering people
Encourage and empower people to
perform but you have to lead the team yourself while executing TQM action plan.
Step 9:
Have a sense of gratitude to all
Speak to various people, go to their work
places, review their programs and achievements, and give encouragement to
perform better.
Step 10 : Share success with all
In TQM this is the most important
step and one has to freely share information across the organization, share
success through appreciation of one’s contribution. Provide motivation through
new challenges and the level of human sensitivity in the organization. It
should always be mentioned that we can’t do it alone. We need help. People are
ready to help provided they trust that their future is in safe hand. Trust can
not be shared. It builds through actions. Therefore, we have to be role model
to demonstrate the Purpose, Mission and Values, and create human
sensitivity in the organization. The process will lead the organization to
greater heights of glory.