...Quality Management a Competitive Advantage in a Global Market Total Quality Management (TQM), Six Sigma, and International Standards Organization (ISO), are three of the processes or tools organizations need to compete and give them a competitive advantage in the global market of today and that will allow them to keep up with the ever changing World market in the future. Total Quality Management (TQM) is a philosophy that says that uniform commitment to quality in all areas of an organization promotes an organizational culture that meets consumers' perceptions of quality. The concept of TQM rests largely on five principles: • Produce quality work the first time. • Focus on the customer. • Have a strategic approach to improvement. • Improve continuously. • Encourage mutual respect and teamwork. To be effective in improving quality, TQM must be supported at all levels of an organization, from the highest executive to the lowest-level hourly employee. TQM extends the definition of quality to all functional areas of the organization, including production, marketing, finance, and information systems. The process begins by listening to customers' wants and needs and then delivering goods and services that fulfill these desires. TQM even expands the definition of customer to include any person inside or outside the company to whom an employee passes his or her work. In an assembly plant, for example, the warehouse supplies its customer, which is the line operator of...
Words: 3133 - Pages: 13
...delivery. The organizations success is due to the Keizen approach and how they keep the employees involved in the changes or amendment or the organizations processes and procedures. Figure 1: The 4-P cycle of continuous improvement There is however minor improvements on their approach to the TQM / BEM models. They should make use of the balance score card to measure their performance against it. This could quantify and qualify their success and be measured. There are five elements to strategy that they must take into account: 1. Sustainable decisions: what is to be done? 2. Processes and projects to deliver strategy: How is it to be done? 3. Competitive advantage: Why it must be done? 4. Exploitation of connections between the organization and its environment: Why it must be done? 5. Vision: When and with what result? A common solution to problem that might be experience should be to implement the following attributes to ensure a successful organisation: 1. Effective leadership; 2. Emphasis on customer requirements; 3. Commitment to continuous improvement; 4. Learning and growth strategy; 5. Human resource development; 6. Quality assurance system; and 7. Effective information systems. 2. Questions 2.1 What role has the Quality Management System and the ISO 9001 standard played in BT`s total quality journey? BT has committed itself to quality in 1986. That commitment rewarded BT with numerous quality awards. BT chose TQM as means of...
Words: 4199 - Pages: 17
...Week 6 Research Paper Journal-Gallerick Upper Iowa University Joshua Gallerick BA 567: Quality Management and Productivity Quality management is a key ingredient for competitive success. Firms strive for sustainable relative quality advantage to differentiate themselves from their competition (Talha, 2004). Intel’s quality management is the cornerstone of competitive advantage. Intel uses quality management practices to lead to superior quality outcomes and increased quality performance that appear to be founded from Deming’s 14 points philosophy. Intel Corporation is based in Santa Clara, California, is a global leader in silicon innovation, developing technologies, products, and initiatives to continually advance how people work and live. Intel designs, manufactures and sells computing and communication components, such as microprocessors, chipsets, motherboards, and wireless and wired connectivity products. The company was founded in 1968 by two scientists, Robert Noyce and Gordon Moore (Intel Corp, 2013). The company went on to develop the world’s first microprocessor in 1971 (Intel Corp, 2013). Deming’s approach to quality is the foundation for today’s quality management systems (Russel, 2011). Deming’s philosophy for achieving quality improvements is found in his 14 points plan (Russel, 2011). Intel’s philosophy of quality mirrors Deming’s 14 points plan. The first point of Deming’s plan is to create a constancy of purpose towards product improvement to achieve...
Words: 2615 - Pages: 11
...ymatsui@ynu.ac.jp others. This study examines the result of ISO 9000 implementation and its impacts on quality performance and performance measurement system. This study can be very useful to organization, especially the manufacturers in developing country, which attempt to identify factor of management system to improve competitiveness. Abstract Manufacturing companies in developing countries, irrespective of size or sector , often use ISO 9000 as a route to world-class status. Based on the results of an investigation by questionnaire in various manufacturing companies in Vietnam, the research is aimed to study if ISO 9000 implementation has any impact on improving the company competitiveness. Firstly, the study examines the situation of ISO 9000 implementation and its relationship with quality performance. Secondly, the study examines if ISO 9000 implementation influences the performance measurement system. The regressive models are constructed to evaluate the contribution of ISO 9000 to company performance and performance measurement system. Finally, the recommendations for further deployment of ISO 9000 are discussed. ISO 9000 is not only a tool for quality management and improvement but also a framework for performance measurement. Keyword: ISO 9000, quality management, performance measurement, Vietnam 2. Research Objectives The research is focusing in on the relationship between the implementation of ISO 9000 quality management system standard and company’s performance...
Words: 9107 - Pages: 37
...CHAPTER Total Quality Management Before studying this chapter you should know or, if necessary, review 1. 2. Trends in total quality management (TQM), Chapter 1, page Quality as a competitive priority, Chapter 2, page 5 LEARNING OBJECTIVES After studying this chapter you should be able to 1 2 3 4 5 6 7 Explain the meaning of total quality management (TQM). Identify costs of quality. Describe the evolution of TQM. Identify key leaders in the field of quality and their contributions. Identify features of the TQM philosophy. Describe tools for identifying and solving quality problems. Describe quality awards and quality certifications. CHAPTER OUTLINE Defining Quality 138 Links to Practice: General Electric Company; Motorola, Inc. 140 Cost of Quality 140 The Evolution of Total Quality Management (TQM) 142 The Philosophy of TQM 147 Links to Practice: The Walt Disney Company 150 Links to Practice: The Kroger Company; Meijer Stores Limited Partnership 153 Quality Awards and Standards 159 Why TQM Efforts Fail 162 OM Across the Organization 162 Inside OM 163 Case: Gold Coast Advertising (GCA) 166 Case: Delta Plastics, Inc. 167 136 000 DEFINING QUALITY • 137 E veryone has had experiences of poor quality when dealing with business organizations. These experiences might involve an airline that has lost a passenger’s luggage, a dry cleaner that has left clothes wrinkled or stained, poor course offerings and scheduling at your college, a purchased product...
Words: 16656 - Pages: 67
...can be literally fatal. For these operations dependability is not just desirable, it is essential. Even in less critical situations, having dependable processes can give a competitive advantage. But no process is perfect and failures will occur. So it is important that we learn from all failures and have plans in place which help them recover and minimize their effects. Figure 19.1 shows how this chapter fits into the operation’s improvement activities. Operations strategy Failure prevention and recovery Operations process improvement makes processes better Design Operations management Improvement Total quality management organizes process improvement Planning and control Failure prevention and recovery stops processes becoming worse Topic covered in this chapter Figure 19.1 This chapter covers failure prevention and recovery . 618 Part Four Improvement Key questions I I I I I ??? Why do operations fail? How is failure measured? How can failure and potential failure be detected and analyzed? How can operations improve their reliability? How should operations recover when failure does occur? Operations (not) in practice Barings Bank and Nick Leeson On 3 March 1995 Nick Leeson, the Singapore-based ‘rogue trader’, was arrested immediately after his flight from the Far East touched down in Frankfurt. Since 27 February, the world’s financial community had...
Words: 25060 - Pages: 101
...CHAPTER Total Quality Management Before studying this chapter you should know or, if necessary, review 1. 2. Trends in total quality management (TQM), Chapter 1, page Quality as a competitive priority, Chapter 2, page 5 LEARNING OBJECTIVES After studying this chapter you should be able to 1 2 3 4 5 6 7 Explain the meaning of total quality management (TQM). Identify costs of quality. Describe the evolution of TQM. Identify key leaders in the field of quality and their contributions. Identify features of the TQM philosophy. Describe tools for identifying and solving quality problems. Describe quality awards and quality certifications. CHAPTER OUTLINE Defining Quality 138 Links to Practice: General Electric Company; Motorola, Inc. 140 Cost of Quality 140 The Evolution of Total Quality Management (TQM) 142 The Philosophy of TQM 147 Links to Practice: The Walt Disney Company 150 Links to Practice: The Kroger Company; Meijer Stores Limited Partnership 153 Quality Awards and Standards 159 Why TQM Efforts Fail 162 OM Across the Organization 162 Inside OM 163 Case: Gold Coast Advertising (GCA) 166 Case: Delta Plastics, Inc. 167 136 000 DEFINING QUALITY • 137 E veryone has had experiences of poor quality when dealing with business organizations. These experiences might involve an airline that has lost a passenger’s luggage, a dry cleaner that has left clothes wrinkled or stained, poor course offerings and scheduling at your college, a purchased product...
Words: 16656 - Pages: 67
...STUDENT ID.: PREPARED FOR: NURWAHIDA BT. MOHD. YAAKUB 2009782101 DR. AZIZAH BT. ABDULLAH SUBMISSOION DATE: 10 FEBRUARY 2010 Table of Contents Contents Chapter One: Introduction to Contemporary Managerial Accounting Concepts 1. 2. Value Chain a. Just in Time (JIT) b. Total Quality Management (TQM) c. Theory of Constraints 3. 4. 5. 6. 7. 8. 9. Target Costing Kaizen Costing Life Cycle Costing (LCC) Pricing Methods Uses and Limitations of Cost-Based and Market-Based Pricing Factors Affecting Prices Pricing Models for Not-for-Profit Organizations 3 4 5 5 6 7 8 9 10 11 11 Page Chapter Two: Total Quality Management (TQM) – an Introduction and Its Applications Chapter Three: Conclusion Appendix 1: References 12 23 CHAPTER ONE: INTRODUCTION TO CONTEMPORARY MANAGERIAL ACCOUNTING CONCEPTS Over the years, the managerial accounting practices had evolved. From the traditional costing method, many firms now have adopted the contemporary managerial practices to achieve better product costing and manufacturing processes. There are many contemporary managerial accounting in practice, some of them being Value Chain, Just-In-Time (JIT) Manufacturing, Total Quality Management (TQM) and the Theory of Constraints (TOC). All of the mentioned concept will be explained in brief in this chapter. Other than that, Target Costing will also be highlighted in brief. Kaizen Costing, a Japanese concept adapted by the westerners, will also be introduced. This chapter will also touch on life...
Words: 6580 - Pages: 27
...1. How is quality defined? What is the goal of total quality management (TQM)? Why is TQM important? In general, quality may be defined as meeting or exceeding the requirements, needs, and expectations of the customer—whether or not those needs have been articulated. Garvin (1988) identified eight dimensions of quality: 1. Performance: measurable primary characteristics of a product or service 2. Features: added characteristics that enhance the appeal of a product or service 3. Conformance: meeting specifications or industry standards 4. Reliability: consistency of performance over time 5. Durability: useful life of a product or service 6. Serviceability: resolution of problems and complaints 7. Aesthetics: the sensory characteristics of a product or service 8. Perceived: quality: subjective assessment of quality based on cues related to the product Parasuraman, Zeithaml, and Berry (1988), identified five dimensions to service quality: 1. Reliability: ability to perform the promised service dependably and accurately 2. Responsiveness: willingness to help customers and provide prompt service 3. Assurance: employees’ knowledge, courtesy, and their ability to inspire trust and confidence 4. Empathy: caring, individualized attention given to customers 5. Tangibles: appearance of physical facilities, equipment, personnel, and written material TQM is a philosophy that involves everyone in an organization in a continual...
Words: 9796 - Pages: 40
...Lean Enterprise Organization Application ISCOM472 – Lean Enterprise January 25, 2016 Describe two core elements of Lean Enterprise that can be used to improve your organization Every organization can benefit from all five of the lean enterprise principles. The two core elements that I selected from Lean Enterprise that can be used to improve the salon at which I work are: 1) identifying value from the client’s perspective, and 2) mapping the value of stream for our services. It is imperative that we listen to our clients and pay attention to what they consider important, if we would like to retain them. The majority of our customers are pleased with our services and prices. Given this fact, I still believe that if we survey them, we might find that there are additional value-added services that they would appreciate which would make them more likely to remain loyal to us. Likewise, if we identify all of the steps in the value stream for our services and products, I am sure that we would find areas that do not create value for our clients or our organization. These areas can be streamlined or eliminated in order to give our clients the most pleasant experience from the moment they book their appointments until they leave the salon with their hair looking beautiful and their purchase of professional retail product in hand. Compare and contrast Six Sigma and TQM to Lean Enterprise I chose to compare and contrast Lean Enterprise with Six Sigma and TQM because although...
Words: 1188 - Pages: 5
...PROJECT REPORT ON “Total Quality Mgt & Employees Commitment towards Work” SUBMITTED TO MAHARSH DAYANAND UNIVERSITY IN PARTIAL FULFILMENT OF THE REQUIREMENT OF THE AWARD OF DEGREE OF MASTER OF BUSINESS ADMINISTRATION (MBA) SUBMITTED TO: INSTITUTE OF MANAGEMENT STUDIES AND RESEARCH Maharishi Dayanand University, Rohtak (SESSION 2009-2011) SUBMITTED BY: Sachin Chhabra MBA (2 year) (hons.) Roll No.2176 DECLARATION I declare that the research report entitled “A study on the employee satisfaction” is a record of independent project research work carried out by me under the supervision and guidance of NEHA MANDIRATTA (HR manager of LPS BOSSARD). This has not been previously submitted for the award of any other diploma, degree or other similar title. Place: Rohtak Date… …. … PREFACE A determination to succeed is the only way to succeed. For this, it is very important that all knowledge, which we have, should be translated into action. It is the only then that we can achieve something. Project work is the way to convert our raw talent into potential management. Classroom knowledge can only then be efficient when it is effectively wedded to the realities of the...
Words: 15249 - Pages: 61
...Quality – Degree of Excellence a product or service provides to the customer in present and future. * Management – Act, art, or manner of handling, controlling, directing, etc. TQM is the art of managing the whole to achieve excellence. "TQM is a management approach for an organization, centered on quality, based on the participation of all its members and aiming at long-term success through customer satisfaction, and benefits to all members of the organization and to society." Total Quality Management (TQM) refers to management methods used to enhance quality and productivity in business organizations. TQM is a comprehensive management approach that works horizontally across an organization, involving all departments and employees and extending backward and forward to include both suppliers and clients/customers. History of Total Quality Management The history of total quality management (TQM) began initially as a term coined by the Naval Air Systems Command to describe its Japanese-style management approach to quality improvement. An umbrella methodology for continually improving the quality of all processes, it draws on knowledge of the principles and practices of: * The behavioral sciences * The analysis of quantitative and non quantitative data * Economics theories * Process analysis TQM Timeline 1920s | * Some of the first seeds of quality management were planted as the principles of scientific management swept through U.S. industry. * Businesses clearly...
Words: 3647 - Pages: 15
...THE EFFECTS OF TOTAL QUALITY MANAGEMENT ON PRODUCTIVITY USING THE PROBIT MODEL (A CASE STUDY OF SKYE BANK PLC EDO STATE) BY SIDI VICTOR IZUAGBE ACC/2008/501 DEPARTMENT OF ACCOUNTANCY FACULTY OF MANAGEMENT AND SOCIAL SCIENCES CARITAS UNIVERSITY, AMORJI-NIKE, ENUGU, ENUGU STATE AUGUST, 2013 TITLE PAGE THE EFFECTS OF TOTAL QUALITY MANAGEMENT ON PRODUCTIVITY USING THE PROBIT MODEL (A CASE STUDY OF SKYE BANK PLC EDO STATE) BY SIDI VICTOR IZUAGBE ACC/2008/501 A RESEARCH PROJECT PRESENTED TO THE DEPARTMENT OF ACCOUTANCY IN PARTIAL FULFILLMENT OF THE REQUIREMENT FOR THE AWARD OF BACHELOR OF SCIENCE (B.Sc) DEGREE IN ACCOUNTANCY, FACULTY OF MANAGEMENT AND SOCIAL SCIENCES, CARITAS UNIVERSITY, AMORJI-NIKE, ENUGU STATE AUGUST, 2013 APPOVAL PAGE This project on The effects of total quality management on productivity: A case study of Skye Bank Plc, written by Sidi Victor Izuagbe of Accountancy Department has been approved and assessed by the committee of Accountancy Department, Faculty of Management and Social Sciences, Caritas University Amorji-Nike. Enugu ……………………………… SUPERVISOR ……………… DATE PROF. E.O. NWADIALOR …………………………….. ………………. HEAD OF DEPARMENT DATE DR. FRANK. E. OVUTE ……………………………… EXTERNAL SUPERVISOR ……………… DATE CERTIFICATION This is to certify that the research work titled the effects of total quality management on productivity using the probit model: a case study of Skye Bank Plc was carried out by and written by SIDI VICTOR IZUAGBE with Registration number...
Words: 13965 - Pages: 56
...QUALITY MANAGEMENT DEMYSTIFIED Demystified Series Advanced Statistics Demystified Algebra Demystified Anatomy Demystified asp.net Demystified Astronomy Demystified Biology Demystified Business Calculus Demystified Business Statistics Demystified C++ Demystified Calculus Demystified Chemistry Demystified College Algebra Demystified Data Structures Demystified Databases Demystified Differential Equations Demystified Digital Electronics Demystified Earth Science Demystified Electricity Demystified Electronics Demystified Environmental Science Demystified Everyday Math Demystified Genetics Demystified Geometry Demystified Home Networking Demystified Investing Demystified Java Demystified JavaScript Demystified Linear Algebra Demystified Macroeconomics Demystified Math Proofs Demystified Math Word Problems Demystified Medical Terminology Demystified Meteorology Demystified Microbiology Demystified OOP Demystified Options Demystified Organic Chemistry Demystified Personal Computing Demystified Pharmacology Demystified Physics Demystified Physiology Demystified Pre-Algebra Demystified Precalculus Demystified Probability Demystified Project Management Demystified Quality Management Demystified Quantum Mechanics Demystified Relativity Demystified Robotics Demystified Six Sigma Demystified sql Demystified Statistics Demystified Trigonometry Demystified uml Demystified Visual Basic 2005 Demystified Visual C# 2005 Demystified xml Demystified QUALITY MANAGEMENT DEMYSTIFIED SID...
Words: 122414 - Pages: 490
...ISBN 978‐9948‐03‐638‐8 Q uality Congress Middle East 2 Dubai (7-9 April, 2008) Creating an Architecture of Quality and Excellence in the Middle East: Responsibilities, Challenges and Strategies Proceedings of Congress Edited by Najwa Sami Dham & Syed Aziz Anwar e‐TQM College P.O. Box 71400 Dubai United Arab Emirates (1) ISBN 978‐9948‐03‐638‐8 Table of Contents Foreword ___________________________________________________________________ 6 Professor Mohamed Zairi, Chairman, Quality Congress Middle East 2 ______________________ 6 Research Papers ______________________________________________________________ 7 TQM and its Implementation in Higher Education of Iran _________________________ S.A. Siadat _____________________________________________________________________ M. Mokhtaripour _________________________________________________________________ R. Hoveida _____________________________________________________________________ 8 8 8 8 Quality: From Where to Where? ___________________________________________ 12 Alan Brown ___________________________________________________________________ 12 The Impact of Educational Quality Models on Schools’ Performance in Dubai ________ 20 Kalthoom Al Balooshi ____________________________________________________________ 20 Wafi Dawood __________________________________________________________________ 20 Management Education and Development in the United Kingdom _________________...
Words: 137918 - Pages: 552
