Implementation of Total Quality Management - Essay Example

Report on Total Quality Management, (TQM) Implementation Of a Whitegoods Shop For the Owner Prepared by: Student No.: 06/09/2011 Quality management Executive Summary: Document has talks about quality management; it begins by a short introduction of total quality management and then proceeds to prove to the owner of a whitegoods shop in Australia of how I have successfully implemented Total Quality Management. The rest is an action plan listing the steps in implementing Total Quality Management at the whitegoods shop. The last part is a detailed description of each of the step, showing blue print of the implementation plan. The document finishes with a conclusion of implementation of TQM and recommendation to the company on implementation of the plan. Table of Contents Topic Page 1. Introduction 4 1.1. Purpose 4 1.2. Scenario 4 2. Success of implementation of TQM 4 3. Step by Step Process of Implementation of TQM 4 4. Detailed Process of implementation 5 4.1. Convince the top management to obtain its commitment 5 4.2. Came up with a steering team to oversee the implementation 5 4.3. Formulate vision, mission and objectives 6 4.4. Flow chart showing the company process 6 4.5. Focus on all stakeholders and research 7 4.6. Train employees on TQM 7 4.7. Process implementation, improvement and use TQM tools 7 4.8. Assess the Outcome of TQM Implementation 7 4.9. Continue Improving the Process 8 5. Conclusion 8 6. Recommendation 8 7. Reference 9 1. Introduction 1.1. Purpose This report tries to convince the owner of whitegoods shop to implement Total Quality Management. It is a new technique and therefore most business and business people are reluctant to implement it. It also tries suggesting changes to be implemented in the new management strategy 1.2. Scenario Total Quality Management, commonly abbreviated as TQM is a business technique which involves continuous improvement of management approach hence improving the quality of the final product, (PHCC Educational Foundation, 1996). It is a wide management system which covers continuous improvements in daily management routine for both employees and managers. It is at a continuous process and not a destination. It aims at improving customer quality services at minimised cost. It looks at the abilities and talents of all employees in the organization and aim at exploiting them for the benefit of the customer, (PHCC Educational Foundation, 1996). 2. Success of Implementation of TQM The initial step in TQM implementation is looking at the organization’s readiness to embrace the new management practices. However it is important to note that TQM is a is not a one night achievement but a continuous process where improvements are realized progressively. Assessing the achievement of our organization towards the TQM implementation, we have successfully managed to capture customer satisfaction through improved quality, (Ernst & Young/American Quality Foundation, 1991). In the process of achieving our goal, we have managed to integrate all the stakeholders and make sure that service delivery is continuously being improved. We instil the idea of ‘do it perfectly, for the first time and make it a habit to improve all the time’ to the management and the employees. Quality is always our key target which will be measured against certain accepted standards, (PHCC Educational Foundation, 1996). The standards are simple; you only ask yourself as an employee, what have I improve? Has the quality of the service improved from the previous? Has the custom benefitting in any way? TQM required the organization to establish risk free and safer sites for the employees which we have already done. Our employees enjoy working in quality managed places because it is cleaner and safer, (PHCC Educational Foundation, 1996). We have encouraged everyone in the organization to be part of the improvement plan. All the workers in the system ranging from senior management to junior staff have been encouraged to think of continuously improve quality at their stages. This has worked out since we continuously express quality improvement in the firm. TQM is achieved by employees who are closer to the process; ensuring good quality in the process of providing the service always results to quality service for the customer, (PHCC Educational Foundation, 1996). 3. Step by Step Process of Implementation of TQM In TQM implementation for a small organization like the whitegoods shop in Sydney, the process below can be followed. Convince the top management to be commitment towards TQM and offer training of on the same. Came up with a steering team to oversee the implementation process Formulate vision, mission and objectives Design a flow chart showing the company process Focus on all stakeholders and research Train all employees on TQM Implement improvements in all process Use total quality management tools Assess the outcome of TQM implementation Continue improving the process 4. Detailed Process of Implementation of TQM 4.1. Convince the top management to obtain its commitment and training. The initial step in implementing TQM is getting top management acceptance, involvement and active participation in the process of TQM implementation; they should lead the way and the rest should follow suit meaning therefore they should know the way. These automatically call for some training for the top management on TQM aimed at educating them on implementation process, (PHCC Educational Foundation, 1996). This can be done through organizing for quality seminars; here they will be trained on the TQM implementation, what it is and how it will be done. They should also take a participatory part in spearheading the quality management team and educating the other employees, hence should be given a refresher course in leadership, (PHCC Educational Foundation, 1996). Since the management are the decision makers, they should be committed to financing TQM. Whenever there is fear in the organization on probability of successful implementation of TQM, the management should come handy to encourage the organization to implementing TQM. The senior management should oversee the development of mission, vision and objective in the organization necessary to implementation of TQM, hence should be equipped with the necessary knowledge for the task, (PHCC Educational Foundation, 1996). In the training the management team should be encourage to facilitate reward scheme to appraise contributors to success of mission of TQM, lead by example and delegate duties of decision making and problem solving to lower management and supervisors. The senior manager is expected to come up with culture which will see the success of implementation of TQM in the organization through provision of suitable information useable in the process of continuous quality improvement, (Ernst & Young/American Quality Foundation, 1991). They should learn to delegate responsibility in proportion to authority of the employee. Where good performance is realized, an individual should be rewarded. Team work should be encouraged to maximise on cooperation, job security will be ensured for employees, and employees should be treated fairly and equally in compensation and all employees should be encouraged to have a sense of ownership in the organization, (PHCC Educational Foundation, 1996). 4.2. Came up with a steering team to oversee the implementation process Upon the achievement of the above, a steering team is put in place to monitor the process of implementation of TQM. The team will first have to ensure quality service to customers by conducting surveys on extent of satisfaction of quality service to customers. Conduct surveys to know systems that need improvement and solve existing problems. Try to create and train a team to ensure process improvement in different fields. Oversee the process improvement by monitoring and vetting of employees to ensure quality improvement is continuous as required by TQM. Announce successes, progress and setbacks to the employees and the management in organization associated with TQM implementation plan. However, the steering team solves problems by first confirm the presence of a problem, creating a subcommittee to recommend on various improvements. The committee meets, go through its mission and determine number times it hold its meetings to solve the problem. They will then go ahead to find the solution to the problem, (Zairi, 1996). 4.3. Formulate vision, mission and objectives In formulating the mission, vision and the objective of the organization, there should be some laid down guidelines which should be followed. The guidelines should take into consideration what should be included in the company’s vision, mission, and guiding principles. They should ensure: Stakeholder satisfaction, improved security for employees, removal of anomalies, empowerment of stakeholders, nonstop improvement and gain fields reputation as the best organization, (PHCC Educational Foundation, 1996). The vision looks at the competitiveness in the region as well as goods quality aspects in the organization’s goods and services to customers. The mission should be a captivating statement which focuses on the philosophy of the company, describing the goals and what the company is all about. 4.4. Flow chart showing the company process Based on the knowledge that we are a retail shop selling white goods, we have our system process reflected in the model below. 4.5. Focus on all stakeholders and research In this organization, we aim at satisfying the all stakeholders ranging from those inside the organization to those outside the organization. All of them should experience satisfaction based on quality of what they out of the organization. The customers should be satisfied by the goods and services they obtain from the organization as a result of better enhances quality to an extent where he or she can recommend our organization to another individual for the same product, (PHCC Educational Foundation, 1996). The employees who are also the owners from inside the organization should be satisfied by the clean and sage working environments as well as equal and fair treatment, opportunities for training and self improvement and rewards based on performance. The owner on the other hand should be satisfied by good returns on investment based on good profits realized from improved sales as a result of improved quality of goods and services to the customer, (Zairi, 1996).. 4.6. Train employees on TQM In-house training for other employees will be done by the management. Where is doubt of the ability of the management to conduct the training, the firm will outsource trainers from consultancy firms. Else the team training should also be conducted rotationally to ensure that each individual is developed to gain capacity to work on the TQM project implementation and work at his or her level by initiating the necessary changes needed. 4.7. Process implementation, improvement and use total quality management tools This will particularly look commitment and support for the project, looking at the extent of satisfaction of customers, looking at setbacks and improving areas which call for immediate improvement and seeking the commitment of employee towards the project implementation, (Zairi, 1996).. Integrating elements of the organization incorporate the customer of the and changing the attitude of every persons therein to look at themselves as the customer of the organization help change the work motivation and drive away fear for the TQM. Well planned teams with have the necessary training should also be handy in choosing the process to improved and educating of workers on quality improvement, (Pandora, 1989). Upon identification of a problem, the steering team should be informed. Steering team forms a subcommittee to look into the problem and come up with suggested recommendations that will improve the process. The subcommittee will sit and look at the problem, analyzing it in detail and present a report to the steering team on how the problems will be solved. The problem will be solved in accordance with recommendation of the subcommittee, (Pandora, 1989). The TQM Tools should also be used. For instance, a flow diagram may be used to show the detailed process of how a product is purchased to the final end; which is the consumer getting satisfied for using the product. Diagrams can also be used to trace problems in a process and get to the genesis of the whole problem where it can be solved. Chart, histogram and tables may also be used in suitable areas to come to give suitable analysis that can be read at a glance, (PHCC Educational Foundation, 1996). 4.8. Assess the Outcome of TQM Implementation Factors which will be used access the outcome of quality implementation are cost advantage and conformance to quality acceptance. It should always use less money and more advantage minimise accidents, errors and omissions, poor quality goods and services and slow processes, (PHCC Educational Foundation, 1996). 4.9. Continue Improving the Process Continuous improvement in the process should be continuously emphasized to make sure that he employees stay focused on the course. It should be ensured that continuous improvement mentality doesn’t fade with time; instead it should gain strength and acceptance in the organization with time. 5. Conclusion TQM gives a good opportunity to all the employees in the organization and the managers to participate in TQM implementation plan. The results are equally satisfying for the firm workers and managers. Quality as the outcome of the successful implementation of TQM continuously affects the organization positively. Those who put in more effort in implementation of the project get equally huge returns for their effort. Progress of a continuous process will be realized when the employees and the management are committed in implementing TQM. Attitude survey can be used as a measure of the extent of commitment the various teams have achieved. This is particularly important in the teamwork because it is until people cooperate, quality improves, productivity of individuals goes up and the organization flourishes. 6. Recommendation To sum it up, upon assessment precondition of the existing state of whitegoods shop, it is fit for the organization to start implementing TQM, the time is now to start the implementation plan, for any successful business to thrive in the twenty first century, and TQM is way. The new management style and the culture in the business world are integrating hence a viable business must not be left behind because soon those left behind will have their eulogy read. One might realize however that the journey is long and therefore need a lot of sacrifice and dedication. Support should not be withdrawn at the expense of less important affairs in the organization if any fruits are to be realized. The management and the employees should keep focused on the continuous improved quality. 7. References Ernst & Young/American Quality Foundation (1991), the Definitive Study of Best International Quality Management Practices, Cleveland, Ohio Pandora (1989), Quality management as a competitiveness tool, Delft, Technical University Delft Zairi, M. (1996), Benchmarking: a process-driven tool for quality improvement, TQM Magazine, vol. 7, No.3. El-Nadi, D. F. (2007, October 27). TQM As a Tool to Affect Organizational Change. Retrieved Sept, 2nd 2011, from Egyptian Blogs Aggregator: http://www.omraneya.net/node/1011 Taylor, R. (2007, May 20). Five elements of effective implementation of Organizational Change. Retrieved 5th Sept, 2009, from Ezine Articles: http://ezinearticles.com/?Five-Elements-of-Effective-Implementation-of-Organizational-Change&id=572019 PHCC Educational Foundation, (1996) Total Quality Management: A Continuous Improvement Process. Retrieved Sept, 2nd 2011, from http://www.foundation.phccweb.org/Library/Articles/TQM.pdf Hyde, A. (1992). The Proverbs of Total Quality Management: Recharging the Path to Quality Improvement in the Public Sector. Public Productivity and Management Review Read More