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Total quality management - TQM tools and models

31 important questions on Total quality management - TQM tools and models

What involves TQM tools and models?

They try to go beyond numerical statistical control of the product, service or activities (basic QM tools)

They are able to analyze complex situations, identify opportunities for improvement and develop plans for continuous improvement

Main tools:

- Brainstorming

- Quality circles

- Benchmarking

- 6 Sigma

- 5 S's

- FMEA

- Poka-yoke

- QFD

What does the organization need to consider before implementing a given tool?

- Main objective of the tool

- Benefits obtained and the way the tool wil facilitate improvement

- Adjustment or integration with other tools used or planned for use

- Organizational changes to make the tool more effective

- Best method to introduce and use the tool

- Adequacy of the tool to the product, process, people and organization culture

- Resources, abilities and training required for tool's introduction

- Potential difficulties and limitations

What aspects should be considererd when selecting a tool?

- The isolated application of a tool, only short-term benefit without integrating. To be effective in the long term, and appropriate behavior and attitude are needed from all employees

- No technique or tool is more important than another. Each has its role in the improvement process

What are the characteristics of brainstorming

- Tool that can be used to support many management tools

- Group of 6-8 people

- Requires spontaneous participation of all members in order to elicit new ideas and creative and innovative solutions, breaking pre-established paradigms

- written down in a visible place, no idea is rejected

- Finally the ideas are analyzed and the most effective and workable ideas are selected to solve the studied situation

- Used in process improvement, barrier detection and the establishment of the causes of a problem

What are quality circles

Groups of people in an organization who solve specific problems related to quality

- 6-12 people, meet regularly to solve problems related to process or task, solved in 3-6 months, group leader helps in training members and organizing meetings. Quality circles are applied to continuous improvement.

They improve processes and systems, increase productivity, decrease costs and increase employee motivation and involvement

What are the benefits of using quality circles

- To solve a problem or improve an area that in most cases affects the jobs of members of their own circle

- It is a good tool to increase the awareness, integration and communication of organization's human resources

- Employee training and motivation is improved, because employees feel that they are part of the organization

What are the steps to follow to implement quality circles?

- Top management awareness and commitment

- Design of implementation roadmap

- Creation of the organizational support structure

- Design of the methodology applied and organizational systems

- Selection and training of enablers

- Institutional declaration

- Selection of priority topics

- Launch of first programs

What kind of benchmarking types exist?

- Internal benchmarking : inside org or business group

- External benchmarking: looks at external organizations;

- direct competitors: excels in the realization of a process that they want to improve, can be complicated to get info on direct competitor

- non-competitor; organizations that are not direct competitors
(geographical/ sectoral reasons)

What is the 6 sigma method?

A working approach to improve quality, structured and systematic, based on the measurement and analysis of data, to improve results of all processes.
A response to the need of fight process variability

Can be defined as the business management philosophy focused on process improvement using statistical methodologies on information derived from processes

The objective is to reduce variation so that products and services meet or exceed customer expectations

What is process FMEA?

This sis used by product engineers to analyze possible errors that can occur at different stages of the production process

What is poka-yoke (''avoid errors'')

Systems, mechanisms or devices that ensure the absence of defects or mistakes in the production process. It involves using a process or design feature to prevent errors or negative impacts

What are the characteristics of a Poka-yoke

- Inexpensive

- Very effective for manufacturers

- based on simplicity and naivete

- something that already exists within the organization

What is the basis of the QFD

House of qulaity, matrix from which all other elements are derived.

The quality deployment will use a large number of interrelated matrices and tables with

quality requirements, quality planning table, quality characteristics, relationship matrix, standards planning table, correlations matrix

What are business excellence models; EFQM model?

Models to evaluate TQM which measure the management within organizations implementing them.
Different from existing MSSs but complementarty

Based on the basic principles which must be accomplished to achieve excellence.

Associated with quality awards, and are achieved according to compliance with the models' criteria

These awards have a significant impact and are used as a self-assesment tool by many organizations
Main models: Deming prize, Malcolm baldrige national quality award

EFQM model

What is the Deming prize

1951 beginning of awards bestowed on the outstanding organization in quality management

JUSE was a precursor in JAPAN

Given to organizations that have implemented TQM appropriate to their management philosophy, scope/type/scale of business and management environment

several categories; prize for individuals (study, disseminatin), prize dissemniation and promotion of TQM, Deming prize

What is the malcolm baldrige national quality award?

precursors United States Congress, to recognize quality as a key strategic element in the competitiveness of US industry

Objective: to establish a national program for the improvement of quality which recognizes organisations with effective quality management practices and significant quality improvements in their products, disseminating information on their succesfull strategies and programs

What are the criteris of the malcolm balridge national quality award?

1) leadership

2) strategic planning
3) customer focus

4) measurement, analysis and knowledge management

5) workforce focus

6) operations focus

7) results

What is the EFQM excellence model?

1988; 14 leading organizations decided to create the European Foundation for Quality management.

1991; creation of European quality award

Function: it is awarded based on the degree of compliance to assessment criteria achieved by organizations applying for the award

Framework: European model for Total Quality management. General structure of the criteria applied to any organization

Self-assessment approach

2013

Where are the principles of the EFQM model based on?

- the customer, employees and society satisfaction and the impact on society are achieved through the initiatives of leadership, strategy, personnel management, alliances and resources; processes, products and services that finally lead to excellence in business results.

What do the 8 principles of excellence do?

It is a framework to:

- Assess your performance, to identify key strengths and improvement areas

- Integrate existing tools, procedures and processes, to align all and remove
duplicates

- Introduce a way of thinking that encourages reflection and stimulates continuous improvement

- Identify what actions are really driving your results, which areas need more attention, and which approaches should be made redundant

What is the link between the enablers and the results?

Leadership enables, people strategy and partnership and resources

Those enable products, processes and services

That lead to people results, customer results and society results together these lead to business results
From business results to leadership it takes learning, creativity and innovation

Purposes, products and services

Processes are designed and managed to optimize value for all stakeholders

Products and services are developed to provide optimal value for clients

Products and services are promoted and delivered efficiently in the market

Products and services are produced, distributed and managed

Relationships with clients are managed and improved

What are the benefits of the EFQM model?

General benefits

- Satisfied and loyal customers

- Successful leaders

- A common sense of purpose throughout the organization

- Constant, well managed change

- Engaged, and motivated people and other stakeholders

-An upward flow ideas

- Efficient and effective use of data

- Efficient and effective operation

- Pride and the desire that drives further improvement

- Minimal fire-fighting/recurring problems

- Innovation is the norm

- Excellent results, including good financial performance

What are the specific benefits of the EFQM model?

- Future focus

- Key results

- Innovation

- Sustainability

- Reactive to change in the environment

What are the benefits of the EFQM model for management?

- See the link between strategy and operations

- Engage employees in change

- Lead improvements

What are the benefits for leaders of the EFQM model?

- Help deliver the strategy

- Understand what is important to do as a leader

- Develop a unique culture where excellence is the norm

What are the benefits for employees of the EFQM model?

- Provide their input to build a common direction

- Understand the impact of their action

- Contribute to progress

How does the EFQM excellence model work?

- The EFQM excellence model is used as a basis for (self) assessment an exercise in which an organization is graded against a detailed set of 9 criteria (based on the 8 fundamental concepts of excellence)

- The radar logic is used to score organizations

THe model is updated every 3 years to ensure it reflects the current and future environment

What does the EFQM Radar look like?

Plan and develop approaches-> Deploy approaches -> Assess and refine approaches and developemnt -> required results

What is the generic 8 step process of self-assessment?

1) Gain and retain management commitment

2) Develop and deploy the communications strategy

3) Plan for self-assessment

4) Select and train people directly involved in the process

5) conduct self-asessment

6) consider outcomes and prioritize

7) establish and implement

8) monitor action plan progress and review the self-asessment process

What is the relationship of TQM to innovation management?

- TQM is related to innovation management

- Organizations that are more intensive in their TQM are more innovative

TQM;

top management leadership

customer focus

Employee relations

Relations with suppliers

Competitors

Communication/Information systems

Product/process management

all relate to innovation

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