Lyceum Northwestern University Institute of Graduate and Professional Studies Doctoral Program Summer 2011

Professor: Subject: Facilitator: Topic:

Dr. Romana O. Fabregas Educational Planning and Management Fely B. Balgoa Total Quality Management Components of Strategic Quality Management

Introduction: Total Quality Management (TQM) is a management approach to long-term success through customer satisfaction. In a TQM effort, all members of an organization participate in improving processes, products, services and the culture in which they work. Content: TQM processes are divided into four sequential categories: plan, do, check, and act (the PDCA cycle). In the planning phase, people define the problem to be addressed, collect relevant data, and ascertain the problem's root cause; in the doing phase, people develop and implement a solution, and decide upon a measurement to gauge its effectiveness; in the checking phase, people confirm the results through before-and-after data comparison; in the acting phase, people document their results, inform others about process changes, and make recommendations for the problem to be addressed in the next PDCA cycle.

A core concept in implementing TQM is Demings 14 points, a set of management practices to help companies increase their quality and productivity: 1. Create constancy of purpose for improving products and services. 2. Adopt the new philosophy.

3. Cease dependence on inspection to achieve quality. 4. End the practice of awarding business on price alone; instead, minimize total cost by working with a single supplier. 5. Improve constantly and forever every process for planning, production and service. 6. Institute training on the job. 7. Adopt and institute leadership. 8. Drive out fear. 9. Break down barriers between staff areas. 10. Eliminate slogans, exhortations and targets for the workforce. 11. Eliminate numerical quotas for the workforce and numerical goals for management. 12. Remove barriers that rob people of pride of workmanship, and eliminate the annual rating or merit system. 13. Institute a vigorous program of education and self-improvement for everyone. 14. Put everybody in the company to work accomplishing the transformation.

Components of Strategic Quality Management The implementation, design, and development of a service or product forms part of a method is termed called quality management. This method ensures that all the activities necessary are both efficient and effective with respect to the performance of the system. The focus of any successful organization should thus always be to achieve more consistent quality. The responsibilities, quality policy, and objectives of an organization are determined and implemented by quality management. Four main components are concerned with quality management. These are: Quality assurance - has been defined as "systematic management and assessment procedures adopted by education institutions and systems in order to monitor performance against objectives, and to ensure achievement of quality outputs and quality improvements". In general, the term QA refers to a process of defining and fulfilling a set of quality standards consistently and continuously with the goal of satisfying all consumers, producers, and the other stakeholders.

Quality planning - Art of quality management focused on setting quality objectives and specifying necessary operational processes and related resources to fulfill quality objectives." A Quality Plan is a document specifying which procedures and associated resources shall be applied by when and by whom to a specific project, product, process, or contract. Quality improvement - The systematic approach to reduction or elimination of waste, rework, and losses in production process. Quality control- is one of the most important components of Quality Management. In a nutshell it can be defined as the most necessary inspection control of all. Even though statistical quality control techniques and quality improvements are implemented, it does not guarantee an increase in a companys sales. On the contrary, sales might even decrease. A total quality control incorporates a number of characteristics. These are: Reliability, Maintainability and Safety.