Total Quality Management Assessment - Assignment Example

Student’s Name Professor’s Name Course Name Date Total Quality Management Assessment Task Introduction This subject entails understanding the aspect related to total quality management; leadership qualities and different forms of quality continuous improvement methods. It also focuses on the different quality gurus and their philosophies in relation to quality control and management. Question-1 Total quality management (TQM) is the organization-focused efforts that seek to formulate and implement an environment for which it will be able to continuously improve on its capacity to deliver highly-distinctive products and services to existing customers while still be certain of reducing possible wastage (Powell 18). Some of the notable benefits of total quality management include; Higher productivity. An organization that has embraced total quality management technique is able to improve on its productivity capacity since both processess and people are offered a favorable operational environment that helps to optimize their abilities to post maximum results. It fosters the adaptability capacity of an organization to the ever-changing market conditions and other notable externalities like government-based regulations. TQM helps to reduce existing costs and thus, result to better cost management. It is noted that an organization team gather in order to recognize and eliminate possible weaknesses in its functions capability, it will continue to enjoy a reduced cost-level while at the same time enjoy distinctive profits. TQM eliminates possibility of defects and waste. This is possible because the underlying processess is programmed in a way that facilitates optimal production of inputs and outputs. Increased profitability-levels; In fact, quality improvement teams make stringent efforts to eliminate defects, lead time and the redundancies in the overall production process, which further helps to improve on its profit-earning capacity. TQM strengthens the competitive position of an organization. An organization that has effectively and efficiently adopted the already developed tools from the gurus is able to enjoy great lengths of strides in relation to its competition. TQM improves employee morale and participation; especially because these workers have been enlightened on their roles in reducing wastes and increasing productivity. Question-2: 7 Gurus 1) W. Edwards Deming; argued that systems, as opposed to employees, were the main cause of poor quality and proposed the 14 Points to Japanese management as a way of improving and innovating processess useful for the creation of end results. 2) Joseph Juran; is fairly-known by his claim that quality does not happen by an accident and he gave rise to the quality trilogy, Pareto analysis, cost of quality and internal customer. He ascertains that quality is an aspect that is attributed with customer satisfaction and dissatisfaction levels. 3) Philip Crosby; is popularly known for popularizing the notion of “cost of poor quality”; which ascertains the exact amount of costs incurred in conducting activities in a bad way. He argues that the system of quality is prevention so that an organization should make sure to come up with a prevention strategy that should be supported by SPC as a way of fostering comprehension on aspects related to processes while still discovering possible defaults before they can happen. 4) Armand Vallin Feigenbaum; is American quality control expert that came up with the notion; “total quality control”, which basically emphasizes the quality is just a way of operating or life and that it is the sole factor that enhances organization’s success and growth. He is also the expert behind the “hidden plant” notion; which stipulates that so much extra tasks are conducted in a bid to correct mistakes. 5) David A Gravin; is known to having studied the room air conditioning industry in both US and Japan and identified eight dimensions of quality that gives meaning to quality to managers, operators as well as customers. 6) Kaoru Ishikawa; is widely known for the fishbone diagram that is effectively used in the evaluation of industrial processess. He is also known for such quality contributions as shared vision; implementation of quality circles and user friendly quality control. 7) Shigeo Shingo; is known for the Toyota Production System. In essence, he is fairly associated with the Just-In-Time manufacturing approach and was also the sole inventor of single minute exchange of die (SMED), and Poka-Yoke system, which enhances defect examination. 8) Question-3 Win/Win Situation; coming to college was a win-win kind of situation between my parents and I. personally, I wanted to study engineering in a local college while my parents wanted me to study in campus thus; opting to enroll was a win for me since I was admitted in engineering studies while it was also a win for my parents who were happy in me enrolling in the University. Win/Loss Situation; in the course of bargaining for a car price; I could not offer more than $3000, and as he agreed on the price that was a win for me but a loss for him since he at first quoted a minimum price $4000. Question-4: Characteristics of Quality Leader i) Visionary; means that the leader should be able to come up with a strategic focus like a pricing strategy for future products and services. ii) Inspirational; in nature so that they can provide mentorship to employees. A perfect example is a leader that acts as a role model to employees. iii) Innovative; in a way that he/she should be able to come up with changes in conducting business practices and processess like adopting new IT in manufacturing process. iv) Empowering; especially to their employees. They usually come up with distinctive training programs and workshops meant to enlighten employees and increase their capabilities. Question-5: Customer Service Questionnaire for Telecommunication Company 1. Which form of telecommunication service would you prefer? A. Prepaid Services B. Post-Paid Services 2. Are you currently satisfied with this service? A. Yes B. No C. Not Sure 3. Is the network coverage for this service reliable? A. Yes B. No 4. Is delivery of MMS, SMS and voice message timely? A. Yes B. No Question 6: Consumer Purchase Factors i) Cultural factors; like family and friends influences a customer purchase behaviours and ranges from one country to another ii) Economic factors; influences the ability and willingness of a customer to purchase at particular prices. It is determined by their income-levels. iii) Social factors; defines the social classes for which customers fall and how they will purchase products based on price for lower-class customers and quality-for high class customers iv) Personal factors; like age, education, personality and lifestyles dictate how customers will purchase products or services v) Psychological factors; define such elements as motivation, attitudes and beliefs of customers prior to purchasing products or services. vi) Demographic factors; influences the way customers from certain regions will engage in purchasing certain brands as opposed to others. Question-7: Customer Delight Customer delight is delivering products or services to customers in a way that exceeds their expectations thus eliciting an element of emotional reaction (Hsieh 145). A perfect example is when ordering for a product online that is in turn shipped for free and within a shortest period of time like 24 hours from completion of order placement. Question 8 Teams; is a group of employee set to conduct certain activities. Performance; is achievement of particular tasks measured against predetermined standards of accuracy and costs incurred. Reward; is providing incentives other than wages and salaries to employees that have achieved positive performances. Motivation: is providing morale to employee by provision of favorable internal and external factors set to improve their productivity capacities. Recognition: is acknowledging employees’ behavior and efforts that supports overall organization’s objectives and goals. Empowerment: of employees relates to providing them with different enlightening platforms for purpose of career growth and development. Gain sharing: is a management process set to increase employees share financially in case they contribute to increased profitability within a certain period. Question-9: PDSA Method of Continuous Process Improvement PDSA is a four step-management technique of plan, do, study and adjust, that is employed in businesses for the purpose of control and constant improvement of processess. In an effort to sustain a positive relationship with my lecturers, I embarked on of constantly participating in lecture sessions through questions and opting to request for further tuition from my tutors. Question 10- Kaizen & Six Sigma Continuous Process Improvement Methods Kaizen is a continuous technique that seeks to improve on all functions of an organization by way of involving all workers regardless of their job position. It facilitates processess related to purchasing and logistics that seeks to incorporate limitations within supply chains (Hahn, Hill, Hoerl, & Zinkgraf, 209). Six Sigma is a given set of methods and tools for conducting process improvements and seeks to improve product or service quality through immediate identification and elimination of cases of defects while at the same time minimizing the aspect of variability in relation to manufacturing and business overall processess. Works Cited Hsieh, Tony. Delivering happiness: a path to profits, passion, and purpose (1st Ed.). New York: Business plus (2010): 145 Hahn, G. J., Hill, W. J., Hoerl, R. W. & Zinkgraf, S. A. The Impact of Six Sigma Improvement-A Glimpse into the Future of Statistics, the American Statistician 53.3(1999): 208–215. Powell, Thomas C. "Total quality management as competitive advantage: a review and empirical study." Strategic management journal 16.1 (1995): 15-37. Read More