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Total Quality Mangement Essay, Research Paper

Total Quality Management

Within this report I will discuss the need for Fresher Plc to implement Total Quality throughout its organisation. This will mean that there will need to be an understanding of what Total Quality Management is, what approach to take and how the company will have to change to make it work.

The aim of TQM is to ensure that each activity contributes to achieving the key objectives of the business, and is carried out efficiently. The basic philosophy of Total Quality is “do the right things right first time”. “It is estimated that the costs of not getting the right things right first time, the non-conformance costs, can amount to 25% of turnover. Eliminating this unnecessary burden will enable companies to improve profitability in the short term and enhance competitiveness in the longer term” (Implementing TQM, Lesley Munro-Faure). Quality is used to describe many things, a car might be described as a “quality car ” when in reality, it is an expensive or luxurious car. Therefore it is important to define precisely in what context it should be used. Quality can be defined as total conformance to requirements : these requirements are the total customer requirements, not just a product or service specification. TQM generally requires a change in how a company operates. Quality must be the priority of every employee and for their efforts to be focused on the prevention of errors. The underlying principles of TQM include

· Focusing the organisation on satisfying customer needs

· Developing and tapping the full human potential of all employees

· Including everyone in the efforts to find better ways

· Managing business processes, not just functions or departments.

Fresher Plc has numerous problems within its organisational structure. These problems have led the way for the company to lose its hard earned customer base. These problems can be placed into a number of categories which must be worked on by the tools of TQM for the business to win back its customer base. It is necessary for them to remember that reputations for poor quality last for a long time and that reliability is the ability of the product to continue to meet the customer’s requirements over time, which the company clearly hasn t been doing.

There are clear problems with Fresher plc. However the main issues involved are the ones that address management style, customer-supplier satisfaction, employee morale and conformance to customer requirements. All these are problems, which must be solved in order to establish Total Quality throughout the company.

There are a several major factors which are relied upon by TQM so that it will be successful. These are Teamwork and Commitment along with good communication. However before the actual employees and company processes can be adjusted it is necessary that the management know exactly what the are striving to do and what results need to be achieved.

To begin with Total Quality starts with Marketing due to its responsible for determining the key characteristics that determine the suitability of the product in the eyes of the consumer. The impact of TQM on an organisation is firstly to ensure that the management adopts a strategic overview of quality. Then the staff will need to be trained and shown how to reallocate their time and energy to studying their processes in teams.

Management Commitment

TQM will only succeed if the company’s chief executive or managing director are emphatic about cultural change. There are several tools and techniques that can be used and it is necessary that the management select the most appropriate and cost effective ones. A number of common themes can be detected on most successful programmes.

1. Teamwork

2. Never ending improvement

3. Corporate goal and mission statement

4. Focus on customer requirements

5. Measurement of cost of quality

6. Training for quality improvement / teamwork / tools and techniques

1) Teamwork

This depends on participation and teamwork throughout the organisation in all activities. The sustained commitment of every person in the organisation, whatever their role is required to achieve improvement goals for Total Quality. Extensive involvement of all staff in the decision- making and problem-solving activities of business achieve this motivation and commitment. In the present situation Fresher plc is not making full use of its labour resources as there is no feedback between employees and managers on specific problems. If teamwork is going to be a major source of inducing change it is important for teamwork to take place throughout the whole company and not just one depot. This point has been made due to the fact that when there is a stock out at the main depot the manager of the Littletown depot ” begrudges giving away any supplies”.

Breaking down the barriers within the employee structure may offer a way of increasing productivity and employee morale. One way of improvement is through the implementation of Kaizen teams or quality circles. The emphasis in Kaizen is on encouraging everyone to make improvements. Western attitudes believed that improvements where made through large sums of money being spent on new equipment and systems, requiring specialist involvement to give large-step changes in performance. This leads to dramatic improvements but if they are not maintained and standardised they result in a fall in performance over time. However, the Kaizen approach relies on an investment in people and not equipment and systems.

One way in which teamwork can produce results is through Brainstorming. This encourages group creativity and is used to generate as many ideas as possible within a given time limit.

2) Never Ending Improvement

Improvement is a process that should never stop. Leadership must be by example. Continuous quality improvement relies upon a steady stream of often minor changes coming from all employees. It can be said that public appreciation by fellow employees is a powerful means of rewarding a persons efforts. There seems to be three basic principles to never ending improvement

· Focusing on the customer

· Understanding the processes

· All employees committed to quality

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