QUALITY MANAGEMENT

«Evolution and pillars of TQM»

Part 3
 The 8 quality management
cornestones
1. Focus on customer
2. Factual approach to decision making
3. Focus on Process management
4. Continous improvement
5. Let everybody be committed
6. Committed Leadership
7. System approach of thinking
8. Mutual beneficial supplier relationship

Let’s walk through them one by one...

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Focus on the customer

‘The customer is always right’, ‘the customer is not always right’, ‘the
customer is the basis for any business’, and ‘if we had listened to the 3
customers we would not have been innovative’
 Factual approach to decision
making
▪ Effective decision are based on the analysis of
data and information
▪ It is necessary to define valid method for gathering
data, analyses data using statistical techniques and
use them for decision making
▪ Making decision and taking actions based on
results balanced with experience and intuition

4
 Focus on Process
management
▪ The organization creates value for customers with
its production process
▪ Production process is the transformation of
necessary inputs into determined outputs

5
Process is a sequence of activities that:
▪ receives inputs by an external or internal supplier
▪ adds value through each progress phase
▪ provides output to internal or external customers
▪ can be controlled regularly

6
 Continual improvement
▪ Continual improvement of the overall performances would be
a permanent target of an organization
▪ The Deming’s Wheel

PLAN DO

ACT CHECK
 There are
always
opportunities of
improvement

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 Continual Improvement
...the object of an organization that wishes to stay in business.*

▪ Continual improvement
– in overall performance
– permanent objective

▪ improving
– capability, flexibility
– alignment, agility

▪ through
– see above...
– and below

9
 Involvement of people

People are the essence of an organization and paying

attention to their full involvement
allows the organization to:
▪ Incease productivity
▪ Improve the company image
▪ Increase customer satisfaction.
…. Quality is produced by workers
 Team building is better than working by your-
self
An empowered team is considered
one unit. The team has clear its
objectives and its members share
the values, the power, the
necessary skills, control, authority
and recognition.

11
Leadership

Leadership means making sure that your

L organization is doing the right things.
Management means making sure that those
things are being done right.

Leaders establish unity of purpose and

direction from an organization and they
contribute to involve and communicate to
the personnel mission, vision and values.

Leadership is a personal characteristic

 Leadership
unity, purpose, and involvement*

▪ Leaders establish
– unity of purpose and direction
– environment where people are involved

▪ to achieve
– communication, motivation, alignment
– organization’s objectives

▪ through
– considering needs of all parties
– vision, values, goals, targets, etc
– fairness, respect, ethics, trust
– providing resources, removing road-blocks
– inspiring, encouraging, recognizing
13
 System approach to
management
▪ Identifying, understanding and managing
interrelated processes as a system contributes to
the organization’s effectiveness and efficiency in
achieving its goals.

14
 Mutually beneficial supplier
relationship
▪ An organization and its suppliers are
interdipendent and the creation of partnership
enhances the ability of both to create value.
▪ Need to choose key partner
▪ Balance short and logn way.

15
 Mutually Beneficial Supplier
Relationships
enhance the ability of the organization to create value.*

▪ A Win-Win approach

▪ Both organizations can create more value

▪ Better flexibility, speed, optimization

▪ Balance short / long term

▪ Pool expertise, share information
▪ Better communication
▪ Joint efforts
▪ Mutual respect, recognition

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