TQM Management Checklist

Needs
Acceptable Improvement
Management
Senior management involvement
Senior management communication
Quality values passed on to managers
Managers understand role in quality
Managers trained in TQM concepts
Manager rewards oriented toward quality
Company considers public responsibilities
Company anticipates public concerns
Senior managers leaders in community
Information
Data for use in quality measures selected
Customer data
Product/service performance data
Internal operations data
Supplier data
Cost data
Key indicators to track data selected
System to track data in place
Periodic review
Cycle to collect, analyze shortened
Access to data broadened
Alignment of data, planning
System of competitive data collection/benchmarking
Customer data
Product/service performance data
Internal operations data
Supplier data
Competitive data/benchmarks used to set goals

Needs
Major
Improvement

Why?

Needs
Acceptable Improvement
Management
Improvement of system to gather
/use data
Customer-related internal data collected
Analyzed
Prioritized
Key quality indicators identified and tracked
Customer data used to determine priorities
Planning
Company relates quality improvements to financial measures
Strategic planning using key customer indicators
Customer requirements
Competitive environment
Risks
Company capabilities
Supplier capabilities
Plans for operational performance improvement
Realigning work processes
Productivity improvement
Waste reduction
Planning process is re-evaluated and improved
Company plans for quality leadership
Product/service factor required
Internal operation performance required
Short term quality plans are set
Key requirements
Resource to achieve
Long term quality plans are set
Two-to-five projections of improvements in quality indicators
People
Human resource plans include quality factors
Development including training
Flexibility

Needs
Major
Improvement

Why?

Needs
Acceptable Improvement
Reward/recognition Management
Recruitment
Key goals for HR improvement set
Employee related data gathered and used
Mechanisms fro employee involvement
Individual
In groups
Feedback for employee contributions to quality
Increase in employee empowerment/responsibility
Key indicators for HR effectiveness set
Effectiveness of involvement
Extent of involvement
Training needs are set
Linked to strategy
Linked to career development
Employee input sought
Training methods are improved
Company has mechanism to relate job performance to training
Employee reward and recognition is linked to quality
Employee satisfaction is tracked
Safety
Absenteeism
Turnover
Grievances
Design and Production
Product design promotes quality
Incorporate customer requirements
Addresses quality issues early
Includes all phases of production delivery
Design process is continuously improved
For each phase of production:
Key indicators are set

Needs
Major
Improvement

Why?

Needs
Acceptable Improvement
Performance is trackedManagement
For significant variations, root causes are determined
Process are improved through:
Process analysis
Benchmarking
Research
Technology
Customer information
Support services are improved through
Identification of key indicators
Tracking and continuous improvement
Company communicates quality goals to suppliers
Key indicators of supplier quality are set ands tracked
Feedback from suppliers is used to improve procurement
Customer Relations
Company has formal system to assess quality
Systems and processes
Products and services
Company has a system to determine customer expectations
Key indicators of customer service are set
Communicated to customer contact people
Company has easy system for customers to seek assistance
Mechanism in place to follow up on customer concerns
Feedback on complaints
Tracking of complaints
Improvement of customer relations function
Proactive system to determine customer satisfaction
Company-based studies
Independent comparative studies

Needs
Major
Improvement

Why?