Total Quality Management Flashcards
Total quality management
Total quality management is an effective system for integrating the quality development, quality maintenance and quality improvement efforts of the various groups in an organisation. So as to enable production and services at the most economical levels which allow for full customer satisfaction.
Total quality management includes
Includes all part of the organisation
Develops a continuous process of improvement
Examines all costs which are related to quality
TQM - a natural extension of earlier approaches to quality management:
Makes quality central and strategic in the organisation
> quality is strategic
staff empowerment
involves customers and suppliers
teamwork
Quality Assurance
Broadens the organisational responsibility for quality
> quality systems
quality costing
quality planning
problem solving
Speed is a notable emphasis in the performance objective of Tesco. TQM is used to address this where employees are trained on being prompt to deal with customer complains and questions and this planning allows them
To reach the standards expected from customers.
It also looks at the IT systems and how communication is passed throughout the production process: the company has an enterprise resource planning system that helps to improve the quality of internal and external communication in the company. The system enhances smooth and quick flow of communication throughout the process of supply chain managemtn
Quality control
Looks to solve the “root cause” of the quality issue
> stats
process analysis
quality standards
Before Tesco have the products themselves they look at the first stage which is the supply chain in terms of suppliers. They will not hire or take orders by suppliers until quality checks are examined prior to deals being made so that only suppliers of high quality are supplying goods to Tesco.
They also use testing through the raw materials which are tested through standard testing. So every stage of production process will only tied the products that reach the quality standards wanted
Inspection
Prevents “out of specification” products reaching market / customer
> error detection
rectification
Use of TQM in Tesco - they use workers inside the store to run systematic “store runs” where products that look defective are defective out of date, are removed from the store before customers can accidentally see or take one. This removes amount of complaints and can allow that only high quality products remain
They also say that supply chain management must be involved in the TQM as supplies are made aware not to deliver goods with defects which would cause customer complaints to rise
