Total Quality Management [TQM]

By: Shah Nawaz, Lecturer, Department of S.E

Continuous Process Improvement (CPI)
 What is Continuous Process Improvement (CPI)?

• Process: a series of actions or steps taken in order to achieve a particular

end.

• Continuous process improvement (CPI) is the act of

implementing improvements to a product, service or process. These
changes can either be incremental (over time) or breakthrough (all at
once).
• The key here is continuous – CPI isn’t a one-time initiative.
• Continuous process improvement (CPI) ensures that your business
survives and strives in the long-term. By constantly re-evaluating and
improving business processes, your organization will be more efficient,
innovative and agile.
• If you look at all the big or successful companies today, you’ll rarely find
one that doesn’t audit and analyzes their processes or products
systematically.
Continuous Process Improvement (CPI)
Techniques

Enforcing continuous process improvement in your company is up to you. You’ll need to ensure
that your employees are motivated enough to carry out various initiatives.
Business Process Mapping
Chances are, you don’t really know every one of your business processes by heart. To get a better
idea of the hows and whys of the process you’re working on, you’ll need to create a business
process map. The simplest way is to create a flowchart including different process steps. So, for
example, here’s a process map for employee onboarding.
The Juran Trilogy

• Dr. Joseph Juran was one of the first to write about the
cost of poor quality. This was illustrated by his "Juran
trilogy," an approach to cross-functional management,
which is composed of three managerial processes:
– quality planning,
– quality control, and
– quality improvement.
• Without change, there will be a constant waste; during
change there will be increased costs, but after the
improvement, margins will be higher and the increased
costs are recouped.
The Juran Trilogy

Quality Planning:
quality planning may involve the design of new products and new processes focused on the
customer’s needs. It should include how we are planning to measure new products / processes to
determine if we have met the requirements as well as establishing requirements themselves.
Quality Control:
Evaluating how well the products and services meet customer expectations and measuring the
gaps between performance and goals. It involves making sure that the processes that are in place
are working. Things like document control, calibration, inspection and control on nonconforming
product. About 65% of these processes make up ISO 9001.
Quality Improvement:
Identifying the projects that will bridge any quality gaps and then training process improvement
teams to tackle the projects
 Improvement strategies

• Continuous improvement is the task of frequently seeking out ways to

improve processes, products, or services.
• However, when it comes to the ongoing and ever-changing task of
continuous improvement, it is important to remember that persistence and
perseverance are vital.

• Example, when cell phones first came out they were oversized, bulky,
offered less than desirable service, and neglected any sense of style.
However, through continuous improvement cell phones today are small,
sleek, and stylish mini computers that offer vast capabilities that were
virtually unimaginable years back. All this change has been made possible
through continuous improvement. However, it is important to note that
these improvements did not come about overnight, but instead through
small, incremental changes implemented by companies committed to
continuous improvement
Improvement strategies

10 Ways to improving your workplace

Let’s explore the top 10 continuous improvement strategies that have proven to deliver results
when implemented correctly and with dedication.

1. Plan-Do-Check-Act (PDCA): This is a four-step quality model that focuses on achieving

continuous improvement by following four specified steps within a cycle.

Plan: Recognize or identify an opportunity and plan for a change.

Do: Implement the plan for change on a small scale. Test the change.
Check: Review the results and analyze them for success or needed adaptations.
Act: If the plan worked, implement the changes on a wider scale. If the changes were not
successful go through the cycle again with a different plan.
Improvement strategies

10 Ways to improving your workplace

2. Lean: Lean or Lean Manufacturing focuses mainly on preserving quality, with less work by
eliminating waste. Some common “wastes” that are identified for improvement include waste of
time, waste of money, and waste of resources. Some benefits of lean include a boost in employee
morale, streamlined and more efficient processes, and overall improvements in customer
satisfaction.

3. Six Sigma:  Since the goal of six sigma is to strive for near perfection. Six sigma utilizes a set of
quality management methods that aim towards improving outputs by identifying errors and
defects. This method was originally developed by Motorola and has been credited with saving
them nearly $17 billion dollars since it was initially implemented.
Improvement strategies

10 Ways to improving your workplace

4. Total Quality Management (TQM): This type of continuous improvement strategy started out in
the manufacturing sector but can be adapted to fit almost any business type. It focuses primarily
on customer satisfaction, employee involvement, process enhancements, and communication.
Essentially, total quality management is something that is integrated into every practice within the
company in order to strive for excellence within all business components.

5. Kaizen: This Japanese-derived term is used to describe a long-term approach towards

implementing small changes that add up to bigger results. Within Kaizen, each employee is fully
involved to help ensure improvement within all processes. Some common highly preferred
methods of Kaizen include personal discipline, quality circles, and teamwork.
Improvement strategies

10 Ways to improving your workplace

6. 5S: The 5S philosophy centers on maintaining a clean and organized workspace to promote

greater efficiency, functionality, and higher levels of production. This philosophy is called 5S
because there are 5 organizational strategies involved that all begin with the letter “S.” They are as
follows:
·         Sort: Eliminate unneeded and unnecessary items by clearing the work area.
·         Set in Order: Organizing tools and resources so they are easily accessible & in designated
areas.
·         Shine: Keeping work areas clean and tidy and putting items where they belong.
·         Standardize: Work stations conducting the same jobs should be set up in an identical manner
so job processes are standardized.
·         Sustain: Maintaining and reviewing the standards to create a culture of continuous
improvement within all areas.
Improvement strategies

10 Ways to improving your workplace

7. Hoshin Kanri: Hoshin Kanri or simply Hoshin Planning is a step-by-step form of continuous

improvement which centers on a comprehensive communication system between all levels of staff
while working towards a shared goal. In Hoshin Planning, all employees are considered experts at
their jobs and are held accountable for achievement. A common and helpful tactic used in Hoshin
Planning is “Catchball.” Essentially “Catchball” is a session between managers and employees
where ideas and questions are thrown back and forth, figuratively, to make decisions and to
implement needed changes.

8. Kanban: Kanban originated within the Toyota enterprise and is a tactic used to help improve and
make needed changes in order to promote further improvement. This type of continuous
improvement method utilizes the importance of small steps “baby steps” towards improvement,
while also respecting current processes and roles. Kanban can be described as a scheduling system
that indicates what should be produced, how much, and when it should be done.
Improvement strategies

10 Ways to improving your workplace

9. Value Stream Mapping: This helpful planning technique looks inward at the design and flow of
how information is shared and how processes are conducted. A highly-detailed flow chart is
commonly utilized to isolate all steps within a specific process, so areas can be identified for
improvement or needed changes. This is a great tool to help identify areas of waste, reduce
process times, and to improve overall current processes.
10. TIMWOOD: This form of continuous improvement places emphases on the 7 wastes commonly
identified by the mnemonic TIMWOOD. When working towards becoming lean, the elimination of
waste is crucial, and this strategy outlines the major contributors of waste so ideas can be
brainstormed to help eliminate associated wastes.
         T: Transport          W: Waiting
         I: Inventory          O: Overproduction
         M: Motion         O: Over-processing
         D: Defects