Project Failure Essay Research Paper Total Quality

Project Failure Essay, Research Paper

Total Quality Management

TQM stands for Total Quality Management, which is a cooperative

form of doing business that relies on the talents and capabilities of both

labor and management to continually improve quality and productivity using

teams . (Joseph R. Jablonski Implementing TQM) The origin of TQM was

derived during the 1980’s by Dr. W. Edwards Deming and Dr. Joseph Juran.

Both developed TQM in Japan to revitalize their crumbling economy at the

time prior to the end of World War II. Japan began to flourish when Dr.

Deming and Dr. Juran introduced Statistical Quality Control (S.Q.C.) which

was a concept of management using statistical theory. Some of TQM’s

concepts were evident early on in the Penny Idea of 1913 developed by J.C.

Penny. The Penny Idea consisted of these seven components:

(1) To serve the public, as nearly as we can, to its complete

satisfaction;

(2) To expect for the service we render a fair remuneration and not

all the profit the traffic will bear;

(3) To do all in our power to pack the customer’s dollar full of

value, quality, and satisfaction;

(4) To continue to train ourselves and our associates so that the

services we give will be more and more intelligently performed;

(5) To improve constantly the human factor in our business;

(6) To reward men and women in our organization through

participation in what the business produces;

(7) To test every policy, method, and act in this way: Does it

square with what is just and right. The Penny Idea exercises customer

satisfaction, fairness, quality, value, associate training, and rewards for

performance.

TQM contains three ingredients necessary for a company to flourish:

(1) participative management;

(2) continuous process improvement; and

(3) the use of teams.

Participative management is developed from TQM practice. It is the

process of preparing employees with the skills and support to better

understand how they do business, make improvements, and make change happen

to allow participative management to flourish. Participative management is

not immediate. It’s momentum builds gradually with trust and feedback.

Continuous process improvement (CPI) means accepting small, incremental

gains as a step in the right direction toward Total Quality. Continuous

process improvement reinforces long term focus in the company. The third

ingredient necessary for a company to flourish is the use of teams. Teams

are designed into cross-functional types with the individual employees

aligned with the corporation’s goals for improvement. With these three

ingredients together, successful Total Quality Management can be achieved.

There are six main principles of Total Quality Management. These

include:

(1) Customer Focus;

(2) A Focus on Process as Well as the Results;

(3) Prevention versus Inspection;

(4) Mobilize Expertise of Workforce;

(5) Fact-Based Decision Making;

(6) Feedback.

Customer Focus emphasizes on making improvements so that the

customer is completely satisfied. In large organizations, employees are

usually surprised to be asked to contribute knowledge and ideas. By

getting different employee perspectives, the company can use many different

techniques to achieve customer satisfaction. A Focus on Process as Well as

the Results is the second TQM principle. This principle is based on the

fact of exceeding customer expectations and needs. Prevention versus

Inspection is the third principle of TQM. Here a structured approach to

problem solving is applied along with making the necessary investments to

understand the process and sources of process variation. The fourth

principle is Mobilizing Expertise of the Workforce. Employees like to be

appreciated and monetary rewards aren’t enough to keep one completely

satisfied. Therefore other incentives must exist in the workplace such as

social needs and comfortable atmospheres. Fact-Based Decision Making

involves u nderstanding the process employees work in and around everyday,

understanding the cause of their problems, and gathering information, data

on which they can base decisions for improving that process. The last

principle, Feedback, allows the other principles to succeed. It is the

most important because day to day innovation can be achieved.

Another important factor in achieving TQM is Process. Process is a

series of operations linked together to provide a result that has increased

value. Employees, customer influence, and resources come together to

process company outputs. Company resources include people, equipment,

material, money, and time. The results of the inputs are feedback to the

employees so they can improve upon work habits. More efficient methods are

achieved through this TQM process

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