Presentation on: instituting total quality management programs

1. Presentation on: instituting total quality management programs Presented by: Ayesha –Yasin Roll no:31 BS-IT 3rd Semester

2. IN THE NAME OF ALLAH THE MOST MERCIFUL AND BENIFICIAL

3. WHAT IS QUALITY? • Quality can be defined as the totality of features and characteristics of a product or service that bears on its ability to satisfy given needs • To put this in another way ,quality measures how well a product or service meets customer needs.” • The basic consideration is thus always extent to which the product or service meets customer ‘s expectation

4. Quality Management : • Quality management is a method for ensuring that all the activities necessary to design ,develop and implement a product or service are efficient with respect to the system and its performance. • Quality management is focused not only on product quality, but also the means to achieve it • Quality management therefore manages assurance and control of process as well as products to more consistent quality

5. Benefits of Quality management: • Enhancing your focus and help in understand the customer needs • Improved competitive edge • Reduced costs • Continually improving efficiency of your operations • Improved profits • Added growth

6. Quality Management Principles: • Customer Focus • Leadership • Involvement of people • Process approach • System approach management • Continual improvement • Decision making • Mutually relationships with supplier

7. Customer Focus • Organization depends on their customer 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 which employees will understand and motivated towards the organization’s goals

8. Involvement of the people • People at the all level is important for the organization because their involvement contribute to continual improvement of quality • PROCESS APPROACH: A desired result is obtained more efficiently when activities and related resources are managed as a process

9. SYSTEM APPROACH TO MANGEMENT: Identifying, understanding and managing interrelated process as a system contributes to the organization’s effectiveness and efficiency in achieving its goals.Ability to focus on the key process DECISION MAKING: Effective decision are made based on the analysis of the data and information available

10. 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 the ability of both to create value of product

11. 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 International Organization for Standardization • To prove that company quality manuals,procedures, and job instructions all comply with the ISO standards.

12. 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 certified or”” ISO 9001 registered ”

13. Requirements of the ISO: • Some of the requirements of the ISO • A company has a set of procedures that cover all key process in the business • Monitoring process to ensure they are effective • Keeping adequate records • Checking output for defects,with appropriate and corrective actions where necessary • Facilitating continual improvement

14. 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 quality improvement

15. Quality assurance: Quality assurance is the planned or systematic actions necessary to provide enough confidence that the product or service will satisfy the given requirements of the quality

16. IMPROVEMENT OF THE QUALITY: • Improving quality is a necessity to companies all over the world • Globalization of competition has done more than just force firms to become more efficient ;it has raised the quality bars too, by forcing competitors in industries ranging from cars to computers to phone services to meet and exceed the quality of the firms with which they compete.HR plays a central role in improving products and service quality

17. Total Quality Management programs: • A type of program aimed at maximizing customer satisfaction through continuous improvements.In the united states, this approach often goes by the name continuous improvement or zero defects or six sigma • An award created by the U.S Department of commerce to recognize quality efforts of U.S companies is called American Baldridge Awards

18. Six sigma and zero defects are the business strategies to seeks or remove the causes of defects and errors in business process

19. 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 America’s Baldridge Awards,the price recognizes outstanding achievement 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.

20. Phases of the quality management program: • FPL’s quality improvement program includes three main phases • Policy deployment • Quality improvements teams • Quality in daily work

21. Policy Deployment: • Policy deployment is the process through which the company focuses on its resources on achieving customer satisfaction . • Policy deployment provides direction • At FPL,the policy deployment process by determining what FPL customer wanted and then compiling these needs in a customer needs table .Specifically ,annual surveys were made of customer needs and then summarized into five or six main customer needs categories.These drive corporate agenda

22. Corporate Agenda: is the plans regarding specifically where the company’s employees should focus their quality improvement efforts .At FPL, the needs emerging from the customer needs assessment

23. At FPL ,customer needs assessment included • Improve public confidence in safety programs • Reduce the number of complaints to the Florida Public service company service Commission • Improve the reliability of electric service • Continue to emphasize safe,reliable and efficient operation of nuclear plants • Strengthen fossil fuel plant reliability and availability

24. Such needs are translated into more measurable goals, which refers to as polices at FPL , are then distributed to all employees ,it reminds one and all to check whether their QI teams and daily work are contributing to the corporate vision .It is through policy deployment that the measurable quality objectives of FPL are deployed through out the company and facilities,thus giving process its name

25. 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

26. FPL used several types of teams which is described below : • Functional team • Cross-sectional team • Task team • Lead team

27. Functional Team: • A quality improvement team composed of volunteers who typically work together as natural work units on the daily basis • They generally choose their own problems and meet 1 hour each week.The basic aim here is to involve employees in improving their daily work activities to enhance the quality of their work life and to develop their skills

28. 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 these problems are solved ,the task team is disbanded

29. Lead teams • A quality improvement team headed by a vice president or other manager that serves as a steering committee for all the teams that operate in its area. It is a lead team,for instance ,that decides how employees are assigned to serve on the various teams and establishes guidelines regarding duration of team meetings

30. 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 their customers and their needs • The basic purpose of the QIDW is to encourage individual employee to apply a quality improvement plans to their individual jobs

31. Human resource Management &Quality management effort • The steps including how HR contribute to the company improvement efforts are: • Make sure all teams work within the policy deployment process to ensure their efforts are consistent with the firm’s goals • Do not institute quality improvement teams separate ,parallel organization structures .Simply trying to superimpose them and they work together in a company for the quality improvement of the company

32. Do not treat the quality improvement programs as if it has the end.It is important to emphasize that it is really a systematic and continuing way of doing business, one that has no end • Recognize that training is essential .Quality improvement is successful because of the training continually upgrades the problem analysis and statistic skills of employees which helps employees to solve problems

33. HR must know that by rising the quality productivity must increase so HR only focus on the quality of the product or service • Recognize effort and encourage employees and reward them in a concrete manner,not just with money but with rewards like merchandise

34. HR and ISO 9000 • HR practices are also the integral part of the companies efforts to achieve the ISO 9000 certification • Employee training and related HR activities such as selection play important role in gaining ISO certification.

35. THANKS