Total quality management and continuous quality improvement Core principles

1. Total quality management and continuous quality improvementCore principles Dr. Ben Teehankee Planning and Research Director Graduate School of Business De La Salle Professional Schools, Inc.

3. Objectives Clarify and reinforce concepts and principles about continuous quality improvement (CQI) and relationship with TQM Identify advantages of doing TQM-CQI Discuss common illustrations of TQM-CQI principles in daily work Understand work relationships in a TQM-CQI environment Anticipate next steps

4. What is quality to me? Recall a recent experience of quality service. What were the characteristics of the service that made it a quality experience for you? Share your quality service story with your group mate

5. What is TQM? Total quality management (TQM) is continuously improving quality (CQI) by focusing on customers� requirements, improving the processes which relate to these expectations and involving everyone in the process of improvement. TQM is an overall philosophy and management system. CQI may be used as a structured approach to implement TQM

6. The TQM Formula TQM = CQI through Customer Focus + Process Improvement + Total Involvement

8. The Customer-Supplier Chain

10. What is total quality management? A people-focused management system that aims at continual increase of customer satisfaction (from students all the way to employers and community) at continually lower real cost It is a total system approach which works horizontally across functions and departments, involves all employees from top to bottom, and everyone in the quality chain from suppliers to customers

11. How quality management differs from conventional management Defines progress based on the purpose of the organization, not just formal measures Improves processes instead of working only on structure, outputs or individuals. Avoids blame. Ensures that every person understands how the system works, what it is supposed to do and how well it is doing Optimizes the performance of the system instead of only components of the system

12. The Continuous Quality Improvement Cycle PLAN Plan for CQI and build team to do the following. Set standards Monitor current quality level and identify problem/s Analyze root causes of problem/s Generate solution/s DO Implement chosen solution/s CHECK Monitor success of solution ACT Adjust solution/s to ensure success Standardize effective solution/s

13. Quality Problem Solving Tools Generating ideas --Brainstorming Generating consensus on ideas -- Nominal group technique Clarifying processes -- Flowcharting Analyzing cause and effect -- Cause-effect diagram Organizing data -- Checksheets Prioritizing -- Pareto chart Showing patterns in data -- Histogram Showing changes through time -- Trend chart

14. Eyelash Learning CurveNo organizational memory

15. Rapid Learning CurveGood organizational memory

16. Principles for Involving People in CQI Involve those who do the work as leaders in developing better and better ways to do the job Make sure they understand customer needs Partner with specialists or other knowledgeable people who understand how the process does or should work--people who can teach you and other employees about the underlying theory or principles that guide the work Designate an �owner,� a person responsible for keeping visible the documentation, for updating the standard and documentation as improvements are identified, and for assuring that newcomers and others are trained

17. Next Steps for Using Standards for CQI CHECK: Ensure that purpose for standards are documented and clearly understood. Compare actual practice with documented methods. ACT: Reconcile actual practices with documentation, i.e., change actual or change documentation. PLAN: Upgrade the documentation; make it more useful. Encourage use of standard. DO: Train to the new documented standard and use. CHECK: Compare actual with documented. Investigate inconsistencies -- documentation difficult to use? People don�t appreciate standard? Keeps them from doing quality work? People have found a better way? Go to ACT.

22. Action Reflection Which principle or technique will I apply right away when I get back to work?