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Lean Office - Total Quality ManagementLean Office - Total Quality Management

http://http://www.managementsupport.comwww.managementsupport.com

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ObjectivesObjectives

What is QualityWhat is Quality Service QualityService Quality Evolution of QualityEvolution of Quality Total Quality ManagementTotal Quality Management Employee InvolvementEmployee Involvement Cost of QualityCost of Quality Quality AwardsQuality Awards The Quality Management SystemThe Quality Management System

1. Leadership1. Leadership 2. Strategic planning2. Strategic planning 3. Customer satisfaction3. Customer satisfaction 4. Performance management4. Performance management 5. Human resources5. Human resources 7. Supplier partnerships7. Supplier partnerships 8. Results8. Results

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Service quality is more difficult to measure than for goodsService quality is more difficult to measure than for goods Service quality perceptions depend on Service quality perceptions depend on

Expectations versus realityExpectations versus reality Process and outcomeProcess and outcome

Types of service qualityTypes of service quality Normal: Routine service deliveryNormal: Routine service delivery Exceptional: How problems are handledExceptional: How problems are handled

TQM In ServicesTQM In Services

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Deming’s 14 PointsDeming’s 14 Points

1. Create constancy of purpose1. Create constancy of purpose2. Adopt philosophy of prevention2. Adopt philosophy of prevention3. Cease mass inspection3. Cease mass inspection4. Select a few suppliers based on 4. Select a few suppliers based on

qualityquality5. Constantly improve system and 5. Constantly improve system and

workersworkers6. Institute worker training6. Institute worker training

7. Instill leadership among 7. Instill leadership among supervisorssupervisors

8. Eliminate fear among employees8. Eliminate fear among employees9. Eliminate barriers between 9. Eliminate barriers between

departmentsdepartments10. Eliminate slogans10. Eliminate slogans11. Remove numerical quotas11. Remove numerical quotas12. Enhance worker pride12. Enhance worker pride13. Institute vigorous training & 13. Institute vigorous training &

education education programsprograms14. Implement these 13 points14. Implement these 13 points

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Continuous Improvement: The Deming Continuous Improvement: The Deming WheelWheel

Identify problemDevelop plan for improvement

Implement plan on test basis

Is the plan working

Institutionalize improvementContinue cycle

1. Plan

2. Do

3. Study / Check

4. Act

P-D-C-A Cycle

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Cost Of QualityCost Of Quality

Cost of achieving good qualityCost of achieving good qualityPreventionPreventionAppraisalAppraisal

Cost of poor qualityCost of poor qualityInternal failure costsInternal failure costsExternal failure costsExternal failure costs

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KEY ELEMENTS OF A QUALITY KEY ELEMENTS OF A QUALITY INITIATIVEINITIATIVE

Define the Vision, MissionDefine the Vision, Mission Create the CultureCreate the Culture Organize, Formalize the InitiativeOrganize, Formalize the Initiative Select, Learn Process Improvement MethodSelect, Learn Process Improvement Method

Focus on CustomersFocus on Customers Develop Great PeopleDevelop Great People Build Relationships with Business PartnersBuild Relationships with Business Partners Measure EverythingMeasure Everything