31-Ayesha Yaseen-Instituting total quality management programs

8/7/2019 31-Ayesha Yaseen-Instituting total quality management programs

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Presentation on: instituting

total quality management

programs

Presented by: Ayesha Yasin

Roll no:31

BS-IT 3rd Semester


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IN THE NAME OF ALLAH

THE MOST MERCIFUL AND

BENIFICIAL


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WHAT IS QUALITY?

Quality can be defined as the totality offeatures and characteristics of a product orservice that bears on its ability to satisfy given

needs To put this in anotherway ,quality measures

howwell a product or service meets customerneeds.

The basicconsideration is thus always extentto which the product or service meetscustomer s expectation


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Quality Management :

Quality management is a method for ensuringthat all the activities necessary to design,develop and implement a product or service

are efficient with respect to the system and itsperformance.

Quality management is focused not only onproduct quality, but also the means to

achieve it Quality management therefore manages

assurance and control of process as well asproducts to more consistent quality


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Benefits of Quality

management:

Enhancing your focus and help inunderstand the customer needs

Improvedcompetitive edge

Reduced costs

Continually improving efficiency of youroperations

Improved profits

Added growth


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Quality Management

Principles:

Customer Focus

Leadership

Involvement of people Process approach

System approach management

Continual improvement

Decision making

Mutually relationships with supplier


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Customer Focus

Organization depends on theircustomer and

therefore it is necessary to understand the

needs of the customer and strive to exceed

customer expectation

LEADER SHIP:

Leader establish unity of the purpose and

direction of the organization by whichemployees will understand and motivated

towards the organizations goals


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Involvement of the people

People at the all level is important forthe organization because theirinvolvement contribute to continualimprovement of quality

PROCESS APPROACH:

A desired result is obtained more

efficiently when activities and relatedresources are managed as a process


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SYSTEM APPROACH TO MANGEMENT:

Identifying, understanding and managinginterrelated process as a system contributes

to the organizations effectiveness andefficiency in achieving its goals.Ability tofocus on the key process

DECISION MAKING:

Effective decision are made based on theanalysis of the data and information available


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Continual Improvement:

Continual improvement of the organization

overall performance should be a permanent

objective of the organization

Mutually beneficial supplier relationships:

An organization and its supplier both

independent and mutually beneficial

relationship between them enhances theability of both to create value of product


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INTERNATIONAL

STANDERDS OF QUALITY:

Doing business internationally means the

firms must show it complies with ISO 9000

,the written standards for quality management

and assurance of the InternationalOrganization for Standardization

To prove that company quality

manuals,procedures, and job instructions all

comply with the ISO standards.


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ISO 9001:

ISO 9001 is a organization of standards of

quality management systems

ISO 9001 is maintained by the ISO,the

international organization of standardization

A company or organization whose

performance is according the requirements of

ISO is publicly state that it is ISO certifiedor ISO 9001 registered


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Requirements of the ISO:

Some of the requirements of the ISO

A company has a set of procedures thatcover all key process in the business

Monitoring process to ensure they areeffective

Keeping adequate records

Checking output for defects,with appropriateand corrective actions where necessary

Facilitating continual improvement


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Quality Terms

Quality improvement :

The process of improving the quality of

product or service Quality control:

Quality control is the ongoing effort to

maintain the process of qualityimprovement


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Quality assurance:

Quality assurance is the planned or

systematic actions necessary to provideenough confidence that the product or

service will satisfy the given

requirements of the quality


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IMPROVEMENT OF THE

QUALITY:

Improving quality is a necessity to companiesall over the world

Globalization ofcompetition has done more

than just force firms to become more efficient;it has raised the quality bars too, by forcingcompetitors in industries ranging from cars tocomputers to phone services to meet and

exceed the quality of the firms with which theycompete.HR plays a central role in improvingproducts and service quality


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Total Quality Management

programs:

A type of program aimed at maximizingcustomer satisfaction through continuousimprovements.In the united states, this

approach often goes by the name

continuousimprovement or zero defects or six sigma

An award created by the U.S Department ofcommerce to recognize quality efforts of U.Scompanies is called American BaldridgeAwards


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Six sigma and zero defects are the

business strategies to seeks or remove

thecauses of defe

cts and errors inbusiness process


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Implementing TQM at the

Florida power & light

Florida s largest utility ,was the first company

outside Japan to win the Deming Price,which

is similar to the Americas Baldridge

Awards,the price recognizes outstandingachievement in quality control management.

The steps that FPL took to win the award

helps involved total quality management

programs and the role of the HR

management in doing so are.


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Phases of the quality

management program:

FPLs quality improvement program

includes three main phases

Policy deployment Quality improvements teams

Quality in daily work


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Policy Deployment:

Policy deployment is the process throughwhich the company focuses on its resourceson achieving customer satisfaction .

Policy deployment provides direction At FPL,the policy deployment process by

determining what FPL customerwanted andthen compiling these needs in a customer

needs table .Specifically ,annual surveyswere made ofcustomer needs and thensummarized into five or six main customerneeds categories.These drive corporate

agenda


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Corporate Agenda: is the plans

regarding specifically where thecompanys employees should focus

their quality improvement efforts .At

FPL, the needs emerging from the

customer needs assessment


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At FPL ,customer needs assessment included

Improve publicconfidence in safety programs

Reduce the number ofcomplaints to the

Florida Public service company serviceCommission

Improve the reliability of electric service

oContinue to emphasize safe,reliable andefficient operation of nuclear plants

o Strengthen fossil fuel plant reliability andavailability


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Such needs are translated into moremeasurable goals, which refers to as policesat FPL , are then distributed to all employees

,it reminds one and all to check whether theirQI teams and daily work are contributing tothe corporate vision .It is through policydeployment that the measurable qualityobjectives of FPL are deployed through outthe company and facilities,thus givingprocess its name


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Quality Improvement Teams:

At FPL and many firms ,most total

quality efforts rely on quality

improvement teams Quality improvement teams are groups

of specially trained employees who

meets at the work for an hour or so

once each week to spot and solve

quality programs at work


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FPL used several types of teams which

is described below :

Functional team Cross-sectional team

Task team

Lead team


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Cross-functional Team:

Cross-sectional team is quality improvement

team are formed to address problems that cut

across organizational boundaries

TASK TEAM:

Tasks teams members are appointed from

one or more departments to work on specific

high priority assigned problems.When theseproblems are solved ,the task team is

disbanded


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Lead teams

A quality improvement team headed bya vice president or other manager thatserves as a steering committee for all

the teams that operate in its area. It is alead team,for instance ,that decideshow employees are assigned to serveon the various teams and establishesguidelines regarding duration of teammeetings


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Quality in Daily Work:

In addition to policy deployment and quality

improvement teams,FPL encourages quality

in daily work

QIDW means individual employees are urged

to identify theircustomers and their needs

The basic purpose of the QIDW is to

encourage individual employee to apply aquality improvement plans to their individual

jobs


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Human resource Management

&Quality management effort

The steps including how HR contribute to thecompany improvement efforts are:

Make sure all teams work within the policy

deployment process to ensure their effortsare consistent with the firms goals

Do not institute quality improvement teamsseparate ,parallel organization structures

.Simply trying to superimpose them and theywork together in a company for the qualityimprovement of the company


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Do not treat the quality improvementprograms as if it has the end.It is important toemphasize that it is really a systematic and

continuing way of doing business, one thathas no end

Recognize that training is essential .Qualityimprovement is successful because of the

trainingcontinually upgrades the problemanalysis and statistic skills of employees

which helps employees to solve problems


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HR must know that by rising the quality

productivity must increase so HR only

focus on the quality of the produ

ct orservice

Recognize effort and encourage

employees and reward them in a

concrete manner,not just with money

but with rewards like merchandise


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HR and ISO 9000

HR practices are also the integral part

of the companies efforts to achieve the

ISO 9000certifi

cation

Employee training and related HR

activities such as selection play

important role in gaining ISO

certification.


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31-Ayesha Yaseen-Instituting total quality management programs

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