TQM Flashcards
A process is the transformation of a set of…… Into …… That satisfy the ….. Needs and expectations in the form of products andservics.
Inputs, outputs, customer
What is the 3 C’s of Oaklands TQM model?
Communication, commitment and culture
In order to keep delivering quality goods and services to the customer, it is important to keep close to them, what techniques can be used to see what needs are and how they met?
Information Gathering Plan
Predefined number of customers contacted within nature of business
Predefined quality risk factors
Non conformance possibility’s identified
Company must know shortcomings of product and other problems
Possible product improvement from client
Prioritize low and high risk improvements to product
Corrective and preventative actions as per QMS
Customer surveys, checklists, communication, complaints, reports of non conforming product and improvement suggestions on them for preventative action for future non conformaties.
Key elements of quality policy.
Customer/supplier, system, people, process; culture, communication, commitment.
What aspects of work environment for effective leaders to which top management should be committed to turn to culture change to TQM?
Current leader need to be knowledgable for need to change
Need to be articulate in vision of ORG
Set tone for change and establish wide sense of urgency
Remove all obstacles for culture change
Have history on following through on change initiatives
Leader must empower employees at all levels for culture change
What do letters EPDCA stand for
Evaluate Plan Do Check Act
What methods are generally used to communicate effectively and give example of each
1on 1 - personal as in face to face, telephone call, body language
Team level - comm within peer group such as team meeting, to solve problems or set goals
Company level - comm amongst groups, meeting involving various departments in a company
Community level - comm with groups inside and outside company
4 phases that characterize successful training initiatives.
Training plan
Need analysis
Training material/curriculum development and Delivery and training
Training effectiveness evaluation.
2ways implicit knowledge can be turned into explicit knowledge/ information
Publishing internal/ tacit reports to clients or public
Operation procedure to client
Attributes of successful teams
Honesty/ integrity Selflesness Dependability Enthusiasm Responsibility Co-operativeness Initiative Patience Resourcefulness Punctuality Tolerance/sensativety Perseverance
2 examples of non verbal communication
Posture Body poses Facial expresions Gestures Dress
Characteristics of quality circles
A way of capturing the creative and innovative power that lies within the work force.
A small group of volunteers 3 to 12 employees doing similar work
Meet regularly under leadership of immediate supervisor or someone chosen under them to, identify problems, set priorities, discover causes and propose solutions
May concern quality, productivity, safety, job structure, process flow, control mechanism, aesthetics of work area etc.
Typical stages of team development
Assessing team need - asses development needs like strength and weaknesses
Plan team building activities based on needs identified
Execute planned team building activities
Evaluate results and act
Definition of quality assurance
Activity of checking becomes one of quality assurance - making certain that product or service represents the output from effective system for ensuring capability and control
What are commercial advantages that org can derive from TQM
Strengthened competitive position Adaptability to changing or emerging market conditions and to environmental and other government regulations Higher productivity Enhanced market image Elimination of defects and waste Reduced cost and better cost management Higher profitability Improved customer focus and satisfaction Increased customer loyalty and retention Increased job security Improved employee moral Enhanced shareholder and stakeholder value Improved and innovative process
Define a process
A process is the transformation of set inputs into outputs - which can include action, method and operations - into desired outputs in the form of products, information, services or generally results.
Knowing the needs of customers is first step towards providing quality goods and services, what techniques can be used to determine customer needs
Speculate about results Plan how to gather information Gather the information Analyse results Check validity of conclusions Take action as indicated
management has important role to play in ensuring organisation is fully committed to quality indicate responsibility of the CEO and Middle management
CEO must be personally involved, has to spread the knowledge and clear the air about misconceptions regarding TQM to his managers, must also exhibit patience and believe TQM is long term strategy and not expect immediate financial benefits, ensure accurate reflection of needs and expectations of the customers to make quality improvements, through performance measures.
Middle management must create atmosphere promotes teamwork and participation from all members in healthy decision making, effective two way communication, assign roles and responsibility’s to personal to assist in deployment of TQM. Ensure employees understand why org is heading towards TQM and potential benefits in their area of process or function.
No single or best way to implement TQM, learn from experience, attend courses, seminars and study about best practices in TQM and consult other orgs in same industry who have implemented TQM successfully. Ready to understand and apply statistical methods in problem solving, decision making like SPC to make sure improvement method is based in fact and data not opinion or myth.
summed up as: Disseminating idea of TQM, setting standards like zero failure, monitor quality performance (costs), introduce QS based on prevention rather than detection, introduce process control methods like SPC.
Define Org culture
is every day manifestation of its underlying values, traditions, org values, cultural role models, org rites and rituals, customs and cultural transmitters.
