The sample answer of DMS – CQM – Autumn 2010
1. TQM preparation outline (10 Step).What is total quality? List and explain the key elements of total quality?
A quality product is one that its’ performance somehow meets all or parts of the customers’ expectations. There are four levels of quality:
i. Inspection Level - Most likely the outputs are okay, but we cannot do anything about it.
ii. Quality Control Level - We still make mistakes but we try to prevent ones.
iii. Quality Assurance Level - We always try to prevent any problems from happening, if we follow exactly the system
iv. Total Quality - No problems, and the performance is even better than ...view middle of the document...
This means that hard data are used in establishing benchmarks, monitoring performance, and making improvement.
f. Fact-based decision-making and problem solving – To understand a problem, we need enough data to find the root cause. Trying a solution, which we are not sure, to a problem, which we do not quite understand, is a disaster. Only when we know the cause-and-effect of a problem then we can root it out.
g. Employee involvement – TQM aim at both minds (training, system and practices) and heart (teamwork, motivation, and empowerment). Changing the organizations requires all the hearts and minds of the employees, but people naturally hate change. Unless they try it, feel they own it and have sense of control achievement.
h. Education and training – Everyone and every organization need to learn to be better. A TQM organization requires its entire staff to acquire new skills, knowledge, mindset, attitudes and thinking which must be never-ending, consistent, coherent human resource and training policy.
i. Teamwork and partnership – when once there may have been barriers, rivalries, and distrust, the quality company fosters teamwork and partnerships with the workforce and their representatives.
j. Continuous improvement – To continually improve the quality of products or services, which is a fundamental goal in a total quality setting, is necessary to continually improve systems.
Planning – 1) Develop foundation (Philosophy, Principles and technical aspects) of quality management. 2) Identify customers establish their requirements. 3) Competitive benchmarking against Best Practice. 4) Plan quality goals and objectives and prioritize them.
Trial or Pilot Project – 1) Commission and select quality improvement teams. 2) Monitor progress and recognize achievement.
Organization Change – 1) Plan human resource policies and goals. 2) Involve all managers. 3) Audit or assess the quality improvement teams.
External Partner – Initiate key suppliers or partner relationships.
A five-phase guideline for implementing total quality management:
• Preparation—during preparation, management decides whether or not to pursue a TQM program. They undergo initial training, identify needs for outside consultants, develop a specific vision and goals, draft a corporate policy, commit the necessary resources, and communicate the goals throughout the organization.
• Planning—in the planning stage, a detailed plan of implementation is drafted (including budget and schedule), the infrastructure that will support the program is established, and the resources necessary to begin the plan are earmarked and secured.
• Assessment—this stage emphasizes a thorough self-assessment—with input from customers/clients—of the qualities and characteristics of individuals in the company, as well as the company as a whole.
• Implementation—At this point, the organization can already begin to determine its return on its investment in TQM....