(Implementing Total Quality Management)

1. List and explain the requirements for total quality implementation.

a. Commitment of Resources : The other part of commitment is resources. Total

quality implementation need not be expensives, but everything has a cost.

b. Organization-Wide Steering Committee : Company-wide implementation

requires a top-level steering committee. It should be chaired by the person filling
the top position in the structure and its membership comprised of tha person’s
direct subordinates.

c. Planning and Publicizing : Vision statement and guiding principle, Goals and
objectives, Total Quality Implementation plan, Award and recognition Program
and Publicity approach.

d. Establishing an infrastructure that supports deployment and continual

improvement : With commitment from the top, a high-level steering committee, a
set of plans for at least the early phases of implementation and the means of
providing the required training, the final requirements is the infrastructure that will
support the deployment of total quality throughout the organization and continual
improvement on a never-ending basis. In addition, it may be necessary to
change procedures, alter the organization, and deal with union considerations.

2. Describe the necessary components of an infrastructure that supports

deployment and continual improvement.

a. Procedures : Virtually all organizations should operate in accordance with

procedures. You will find that many of your procedures, having been developed
in another culture, do not support total quality, and represent an opportunity for
improvement. Organization The typical U.S. and European organization
hierarchy does not fit with total quality. As total quality implementation
progresses, you may find it necessary to alter your organization. Walls that have
been around the departments over the years may need to be eliminated.

b. Union Considerations : In organization with organized labor, the union is an

inherent part of the infrastructure. The natural bent of the labor unions makes it
difficult for them to accept the changes necessary for maximum benefit of total
quality.

3. What is the role of top management in the implementation of total quality?

Leadership : pulling, rather than pushing; knowing where they want to go; being
courageous and trustworthy; forming the vision; setting the course. And helping

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 people do their jobs with pride. The role of the leader is not to dictate but to
facilitate.

4. What is the role of middle management in the implementation of total quality?

Dealing with the facilities, equipment, and processes put in place by higher
management; operating within the constraints of budget for training self and
subordinates; in short: carrying the brunt of the work. The middle manager must
facilitate his or her people to do their jobs better, easier, and with increased
satisfaction.

5. Implementation of total quality happens in phases. Explain each phase in the

order it occurs.

Preparation;
a. Commitment to Total Quality
b. Form Total Quality Steering Committee
c. Team Building
d. Total Quality Training for the Steering Committee
e. Create Vision, Guiding Principles
f. Set Broad Strategic Objectives
g. Communicate and Publicize
h. Identify Organizational Strengths and Weakness
i. Identify Advocates and Resisters
j. Baseline Employee Satisfaction/Attitudes
k. Baseline Customer Satisfaction

Planning;
a. Plan the Implementation Approach
b. Identify Projects
c. Establish Team Composition
d. Provide Team Training
e. Team Activation and Direction

Execution
a. Team Feedback Loop with Steering Committee
b. Customer Satisfaction Feedback Loop
c. Employee Satisfaction Feedback Loop
d. Modify Infrastructure as Necessary

6. List the seven categories of criteria for the Malcolm Baldrige National Quality
Award.

a. Leadership

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b. Strategic planning
c. Customer focus
d. Measurement, analysis, and knowledge management
e. Workforce focus
f. Operation focus
g. Results