The Implementation of Total Quality Management for the White Good Electronics Shops - Example

Heading: An interim report on the implementation of Total quality management for the white good electronics shops Your name: Course name: Professors’ name: Date Acknowledgement I will like to take this opportunity to thank all those who helped get this report going. Steve Anglin quality assurance manager Sidney Electronics shop, Sofia Marchant, project coordinator of a bank, who kept me updated throughout. Sharon Wilkey, a marketing representative. Anthony Volpe, Joohn Choe, Jimi Browne, and Dominic Shakeshaft for making an illustrative and demonstrative experience about the effective methods of implementing TQM with the zeal of escalating sales and production process within an organization which I have come to embrace. I would also like to recognize all the stakeholders who have taken part in writing the miscellaneous articles about the TQM contributing to its success. Not only did your appreciated efforts enabled me to write this report, but you have also assisted me get moving at my day to day assignment that could have otherwise taken several days and efforts to do it solely. You are very much appreciated. Letter of transmittal Name Sydney, 83843 (208) 882-7112 your@hotmail.com Sep. 01, 2011 Mr. Phil Druker Executive Sydney shop of white goods Sydney, Idaho 83844 Dear Mr. Druker: Enclosed is a copy of an interim report on the implementation of Total quality management for the white good electronics shops. This summarizes my findings from the work that I intend completed during the twelve month assigned to me by you. This interim report will aid in the future management and prosperity of your white good electronics shops by adding new quality management for the benefit of your firm. I did the report and completed it on schedule and met my entire proposed objective. As evident in this report, TQM will be implemented in various steps as elaborated in the PDCA cycle. This report also includes a plan and assessment of the TQM process that must be followed to ensure that the overall process of implementation is successful. The report also advises the top level executive take part fully and actively in the implementation process so as to ensure that the TQM process bears the desired results for the benefit of Sydney shop of white goods. Should you encounter any difficulty regarding the reading of this report, please feel free to contact me using the address or phone contact above. Thank you very much for your time regarding project you entrusted me and I wish to inform you that I will not let you down. Sincerely, name Enclosure: Final Report Executive Summary As our business entities gradually extend its operations to complexity, our Customer focus must also escalate proportionally demanding higher standards for their white goods order. It also makes us to perform critical evaluation that refocus the organization and management structures as regard to our white goods shop in order to deliver quality products and services. Total quality management is globally accepted as a successful management framework in the service delivery and manufacturing process and can similarly be applied in our case of selling white goods. It is very helpful in the production and sale industry in fostering the returns and revenues of the business entity. Furthermore, TQM is facilitating our white goods firms to continuously progress the quality of service delivery and production. The PDCA Cycle describes the setup to ensure that the plan of selling white goods is feasible and that the end result of the TQM is achieved as set out initially. It is a sure way to ensure that required TQM plan is implemented at white goods shop to the later and by the entire stakeholder without fail. In order to ensure that TQM succeed, then the participation of all our top executives and human resource development as a major part of implementing quality management was mandatory. Implementing TQM begins at the top level executives at white goods shop who must always embrace the concepts of TQM and being involved aggressively in the process of promoting the consumers needs at the foremost. While planning for TQM implementation, it is of paramount importance to note that TQM philosophy focus on satisfying all the white goods client’s needs and guaranteeing satisfaction. It also ensures that white goods must at all time meet the require standards. Table of Contents Acknowledgement 3 Letter of transmittal 4 Executive Summary 6 Introduction 8 How to implement Total Quality Management 9 Plan-Do-Check-Act (PDCA Cycle) 9 Planning 11 Action plan 11 Recommendations 15 Conclusion 15 Reference 17 Introduction Total quality management is a commerce concept that has evolved to cover not only the enhancement in the quality of operation and systems but also to encompass a lot of dimensional aspects. This aspect includes quality based operations, product or service delivery to the esteemed customers and therefore useful for our white goods sales. In appreciation of the failures faced by a considerable number of business entities implementing the incomplete concept of TQM, I have allowed and extended the TQM functions and entities of a our white goods sales to consist of customer relations, human resource managers, cultural organization, customer satisfaction, change management plans and operations management techniques. All this can be evident from our shop which sells white goods. Total quality management has developed to become a hopeful business perspective due to its fundamental and long term implications to business entities. Its nature is owed to its trend towards the change of the overall cultural and values of the organization to develop into customer centered solutions, participation of top managers and workers. Alterations and the process of the management of change is a very complex endeavor and is usually a long terms process involving players and interests. This calls for the need to prioritize or weigh the available risks and interests within the sales of white goods in our shop. Indeed, the failure of our business firms to successfully implement total quality management depends on the ability of our firm to recognize the comprising scopes of the white goods sales ideology. It also includes failure to effectively utilize the tools meant to achieve the goal and core objectives set to foster engagement in total quality management. How to implement Total Quality Management One of the ideology of Quality as explained in the Continuous Improvement Process (CIP) is Total Quality Management which facilitate firms to continuously progress the quality of service delivery and production of the business at large.   Kubiak, Donald and Benbow (2009, p.593) noted the concept of TQM to have four essentials steps.  He considered the accomplishment and incorporation of Total Quality Management based on the following steps as depicted by the diagram below. Plan-Do-Check-Act (PDCA Cycle) This cycle is the setup to ensure that the plan is feasible and that end results of the TQM is achieved as set out initially. It is a sure approach to ensure that required TQM plan is implemented fully by the entire stakeholder without fail. `Figure 1 From the above figure, it is evident that we start by planning. This entails the extensive planning of the business activities. The activities involve deep scrutiny of the organizational and structural management conditions at a particular time, unfolding errors and defects that are evident in the organization. The organization structure does not only include the executives but also include all the staffs taking part in the sales of the electronics goods. Employee must be treated with the most care and be made to feel that they are part of the business entity. In fact it is very important to consider employees to be valuable in a business entity and that their suggestion are valued and considered. This boosts their morale and makes them feel that their contribution is valued in the organization. This ensures that a good reputation is decorated in the market regarding our quality white goods and services at our shop. Maintaining customer satisfaction does require that quality goods are delivered to them in time and that any complain arising from the customer is handled amicably. This may involve improving the after sales services to the customers and analyzing the market trends in order to ensure that everything that is given to the customer is of high quality. For example, it will be ineffective and inappropriate for the Sydney shop of white goods to sell poor quality electronics to the customers as this will lead to market share decline. This step may be referred to as trial and error phase conducted for purpose of test run. It is at this point where implementation is carried to suit the electronic market for the benefit of achieving the market standards. Total Quality Management philosophy focus is satisfying the client’s needs and guaranteeing satisfaction. Quality of electronic goods at Sydney shop of white goods must at all time ensure that all levels of the organization are involved and waste minimized. After the implementation of the plan, the next phase is to subject the product to market with the aim of performing market analysis. From the market analysis, we shall get a lot of feedbacks that will be considered in the next PDCA planning. Planning While planning TQM implementation, it is necessary to understand the following key points that are vital in the success of any business entity. (Kubiak & Benbow 2009). Action plan Padhi and Palo (2008, p. 164) devised an action plan framework that could be used to implement TQM over a specified duration of time. For this case, this plan takes a timeline of one year Action taken Responsible person(s) Comments Establish an ad hoc committee Operational managers and all executives An ad hoc committee should include all the stakeholders taking part in the sale of white goods. I.e. it should have representative from all the departments within the shop. Restructure the management Executive manager Restructure the management hierarchy within the shop to boost efficiency and improve business running and decision making within the executive that result from forums and decisions. Enumerate the objectives. All the management staff List all the goals that the plan to increase sale of electronic goods is intended for and explicitly elaborate it. This will act as a guide to the implementation staff to ensure that the anticipated results is achieved Design a realization plan Me, acting as a manager Design a step by step plan that you will use as a control to ensure that you don’t deviate away from the plan as you continue with the implementation plan. This ensures that the plan is strictly adhered so that nobody divert away from the objective that is being sought. awareness and training ad hoc committee This is intended to ensure that the implementation committee involves the employee in the process. It also assist employees and implementers to read from the same script while implementing the plan watch dog process Me acting as a manager Setting up a validation process to ensure that the intended results are being achieved progressively. This enables checks and balance at the early stages of the plan. conclusion Me, acting as a manager To help the implementers to compare the final results with the anticipated goal. From this the company executive or the implementing committee will be able to make informed decision whether the plan has been successful implemented. The first step of the action plan is to set up an ad hoc committee to oversee the whole process of TQM implementation. The team must incorporate the entire stakeholders who have a responsibility in the sale of white good electronics. After the setup of the committee, the next very vital component is to review the management hierarchy so as to setup strong decision making board that will evade stalemate or contradictory decision. From there, the dedicated team must enumerate all the goals to be achieved via a realistic plan such as increase sale of the white goods electronic. Another consideration is providing training to the employees who handle sensitive dockets so that they can inform their juniors. Empowering of the employees to correctly recognize the needed changes, with the notion that top level executive will value their suggestion. Employees should be made to feel that what they do or what they feel about the firm is taken with seriousness it deserves and that their contribution is vital to the customer's satisfaction. If circumstances such ineffective management skills and lack of employee morale is currently evident and in existence, then the implementation of TQM must address it first to enhance chances of successful implementation of the plan via training and seminars meant to create awareness. The concept of Total Quality Management must be taken to the executive at senior level and allowed to actively engage in the implementation. It is also worth noting that implementing Total Quality Management cannot be accomplished through delegation of duties to others and must be overseen by senior management for it to bear fruits in the long run. Soliciting the services of TQM consultants to aid in auditing the Sydney shop of white goods in its existing state and highlight areas of improvements such as after sales services, marketing and advertising, or discounts and guarantees to the client to enforce the clients’ confidence will be necessary. Realizing that implementing Total Quality Management is a process that takes considerable time is important, however with the commitment and training consistently ensures customer retention as a result of satisfaction. Seetharaman, et al (2006, p. 679) observed that, there are soft factors, comprising key and fundamentals elements in the implementation of TQM and hard factors that also need equal consideration such as systems, techniques and tools. All the soft and hard factors are necessary elements that foster successful implementation of TQM. The failure to put into consideration the hard factors could derail the achievement of TQM goals. For example, one hard factor is benchmarking, which entails the deployment of measures to contrast the business entity to its surrounding competitors with the aim of forming a relative viable solution. In addition, Six Sigma has described by Clark, Campbell and Collins (2009, p 65), has also been practiced as a quality tool to conclude both international and industry quality standards benchmark level of a business firm. These include quality standards set by International Standards Organization (ISO) to sustain the quality of firms’ goods and service as per the certified standard (Evans 2004, p. 80). However, the challenges faced may include the methods of data collection that must be tailored to suit the objective of the firm. In addition, results of the data collected must be analyzed, interpreted and validated against the business function or the business context of a given firm (Kubiak & Benbow 2009). Recommendations Most challenges include the inability to attain the preferred changes or the exploitation of resources without raising the projected outcomes. Most of the problems and challenges faced emanate from the narrow understanding of the business philosophy in relation to its solutions and elements which limit effectiveness of the implementation of an uninterrupted quality perfection. In addition, the majority of firms fall short of realizing that TQM requires a long term commitment from the executive since it will translate to worth results in the long run. By bearing in mind and considering all these characteristics of TQM, then implementation could be straight forward, feasible and definitely lead to more successes. Conclusion TQM strategy remains one the essential and timely philosophy of any business since it guarantees the realization of long term changes to cultures and value of the business enterprise to sustain long term strategies for realization of the competitive stride in the market share. The concept of Total Quality Management must be taken to the executive at senior level and allowed to actively engage in the implementation. Soliciting the services of TQM consultants to aid in auditing process may help guarantees success of TQM implementation. Provide training to the employees who handle sensitive dockets so that they can inform their juniors may also boost success. Empowering of the employees to correctly recognize the needed changes, with the notion that top level executive will value their suggestion is also essential. Realizing that implementing Total Quality Management process takes long also an important consideration, however with commitment and consistence of employees, customer retention is achievable. Reference Clark, Campbell & Collins Mike 2009, the One-Page Project Manager for Execution: Drive Strategy and Solve Problems with a Single Sheet of Paper, John Wiley and Sons, New York, NY, pp.63-66. Evans, JR 2004, Total Quality: Management, Organization and Strategy, South-Western College Publishing, Cincinnati, OH, pp.79-81. Evans, JR, & JW, Dean 2000, Total Quality: Management, Organization, and Strategy, 2nd ed. South-Western College publication, Cincinnati, OH, pp.79-81. Irani, Z, Beskese, A & Love, P 2004, ‘Total quality management and corporate culture: constructs of organisational excellence’, Technovation, vol. 24, no. 2, pp. 643–650. Knod, EM & Schonberger, R J 2001, Operations Management: Meeting Customer Demands, 7th ed. McGraw-Hill/Irwin, New York, NY. Kubiak, TM & Benbow, DW 2009, The certified six sigma black belt handbook, 2nd. ASQ Quality Press, Canada, pp.596-99. Nayantara, P & Sasmita, P 2005, Human dimension of total quality management, Atlantic Publishers & Dis, New York, NY, pp.79-81. Rust, RT, Moorman, C & Dickson, PR 2002, ‘Getting Return on Quality: Revenue Expansion, Cost Reduction, or Both?’, Journal of Marketing, vol. 66, no .2, pp. 7-24. Seetharaman, A, Sreenivasan, J & Boon, LP 2006, ‘Critical Success Factors of Total Quality Management’, Quality and Quantity, vol. 40, no. 5, pp 675-695. Read More