Anda di halaman 1dari 36

Total Quality Management

and Principles Part II

Lesson 4

Besterfield: Quality Control, 8th ed..

2009 Pearson Education, Upper Saddle River, NJ 07458.


All rights reserved

Outline
Strategic Quality Planning &

Leaderships
Supplier Partnership
Performance Measurement

Besterfield: Quality Control, 8th ed..

2009 Pearson Education, Upper Saddle River, NJ 07458.


All rights reserved

Strategic Quality Planning


Strategy

Content
The importance of
time in quality
improvement
Leadership for quality
Quality and ethics

Besterfield: Quality Control, 8th ed..

Quality

as a strategy
Quality strategy
process
Deploying quality
Does quality lead to
better business results?
Supply chain strategy

2009 Pearson Education, Upper Saddle River, NJ 07458.


All rights reserved

Strategic Quality Planning


Leadership for quality

Leadership is the process by which a


leader influences a group to move
towards the attainment of
superordinate goals.

Besterfield: Quality Control, 8th ed..

2009 Pearson Education, Upper Saddle River, NJ 07458.


All rights reserved

Strategic Quality Planning


Leadership for quality
For followers to have power, leadership must share power.
As a result leadership is about the sharing of power.
This highlight the important of Quality Leadership.
For example, do leader provide envision the quality
program?

Do leader let their employees to get involve in making


quality decision (i.e. quality problem solving teams)

Besterfield: Quality Control, 8th ed..

2009 Pearson Education, Upper Saddle River, NJ 07458.


All rights reserved

Strategic Quality Planning


FUTURE Leadership

Coaching
leadership
and
innovative
leadership where leaders provide technical
and architectural direction.
Leadership acting on the principle of
common understanding and leadership
from behind, which means guiding,
directing and envisioning people, facilitating
and coaching instead of command and
control.
Besterfield: Quality Control, 8th ed..

2009 Pearson Education, Upper Saddle River, NJ 07458.


All rights reserved

Strategic Quality Planning


FUTURE Leadership

The swarm of bees concept - The emergence of


community leadership in which the leadership
roles are granted based on how active an individual
is within the community (i.e. meritocracy basis) as
well as the quality and nature of his or her
contributions (i.e. innovative leadership mindset).

Leadership roles could be granted based on how


active an individual is within the community as
well as the quality and nature of his or her
contributions, and is referred to by others as a
leader without having the trappings of power.
Besterfield: Quality Control, 8th ed..

2009 Pearson Education, Upper Saddle River, NJ 07458.


All rights reserved

Strategic Quality Planning


Supply Chain Strategy

Suppliers?
Who are our preferred suppliers?
What is our process for supplier selection?
How do we develop suppliers?
How do we link with our suppliers?
Do we source globally?

Besterfield: Quality Control, 8th ed..

2009 Pearson Education, Upper Saddle River, NJ 07458.


All rights reserved

Strategic Quality Planning


Supply Chain Strategy

Inventory management?
Where do we optimally store inventory
How much? How long?
Do we have perishable stock?
Do we carry safety stock?
ARE we maintaining good levels of service?

Besterfield: Quality Control, 8th ed..

2009 Pearson Education, Upper Saddle River, NJ 07458.


All rights reserved

Supplier Partnership
On average - 40% or more of product or service
cost is due to procurement. The supplier should
be treated as an extension of the process.
This requires:
Long term relationship with supplier(s)
Good supplier management

Besterfield: Quality Control, 8th ed..

2009 Pearson Education, Upper Saddle River, NJ 07458.


All rights reserved

Supplier Partnership
Supplier Selection Criteria:
Quality of parts/raw materials

Certified?

On-time delivery
100% delivery

Technology

In example, Sony Vendor/Partnership


Quality Program i.e. develop free
chemical/lead free/mercury free for
parts.

Besterfield: Quality Control, 8th ed..

2009 Pearson Education, Upper Saddle River, NJ 07458.


All rights reserved

Supplier Partnership
FUTURE Supplier Partnering:
The encouragement for individuals and

organisations to take part each others


business model and form partnerships

The emerging partnerships through

open source and open platform

Besterfield: Quality Control, 8th ed..

2009 Pearson Education, Upper Saddle River, NJ 07458.


All rights reserved

Supplier Partnership

In the future, partnerships are about developing a range


of partnerships with individuals and organisations in the
open source community.

Future of partnership is not only happening on the basis


of collaboration and complementarities, but in certain
ways the partners competing at the same time coopetition, the interplay of collaboration and
competition, which happens at the same time.

For example, Mozilla and Google have formed a


relationship as partners in some network projects, but at
the same time compete in the web browser market.
Besterfield: Quality Control, 8th ed..

2009 Pearson Education, Upper Saddle River, NJ 07458.


All rights reserved

Performance Measurement
Quality Improvement: The American Way

Quality Improvement: The American

Way

The Malcolm Baldridge National Quality


Award

Besterfield: Quality Control, 8th ed..

2009 Pearson Education, Upper Saddle River, NJ 07458.


All rights reserved

International Quality Standards


Quality Improvement: The American Way

The Malcolm Baldridge National Quality Award

Seven Categories
1.
2.
3.
4.
5.

6.
7.

Leadership
Strategic Planning
Customer and Market Focus
Measurement, Analysis and Knowledge
Management
Human Resource Focus
Process Management
Business Results

Besterfield: Quality Control, 8th ed..

2009 Pearson Education, Upper Saddle River, NJ 07458.


All rights reserved

International Quality Standards


The Malcolm Baldridge National Quality Award

Seven Categories
1. Senior Leadership:
A.
B.

Senior Leadership
Governance and Social Responsibilities

Besterfield: Quality Control, 8th ed..

2009 Pearson Education, Upper Saddle River, NJ 07458.


All rights reserved

International Quality Standards


The Malcolm Baldridge National Quality Award

Seven Categories
2. Strategic Planning:
A.
B.

Strategy Development
Strategy Deployment

Besterfield: Quality Control, 8th ed..

2009 Pearson Education, Upper Saddle River, NJ 07458.


All rights reserved

International Quality Standards


The Malcolm Baldridge National Quality Award

Seven Categories
3. Customer and Market Focus:
A.
B.

Customer and Market Knowledge


Customer Relationships and Focus

Besterfield: Quality Control, 8th ed..

2009 Pearson Education, Upper Saddle River, NJ 07458.


All rights reserved

International Quality Standards


The Malcolm Baldridge National Quality Award

Seven Categories
4. Measurement, Analysis and Knowledge
Management:
A.
B.

Measurement, Analysis and Review of


Organizational Focus
Information and Knowledge Management

Besterfield: Quality Control, 8th ed..

2009 Pearson Education, Upper Saddle River, NJ 07458.


All rights reserved

International Quality Standards


The Malcolm Baldridge National Quality Award

Seven Categories
5. Human Resource Focus:
A.
B.
C.

Work Systems
Employee Learning and Motivation
Employee Well-Being and Satisfaction

Besterfield: Quality Control, 8th ed..

2009 Pearson Education, Upper Saddle River, NJ 07458.


All rights reserved

International Quality Standards


The Malcolm Baldridge National Quality Award

Seven Categories
6. Process Management
A.
B.

Value Creation Processes


Support Processes and Operational
Planning

Besterfield: Quality Control, 8th ed..

2009 Pearson Education, Upper Saddle River, NJ 07458.


All rights reserved

International Quality Standards


The Malcolm Baldridge National Quality Award

Seven Categories
7. Business results
A.

B.
C.
D.
E.

Customer Focused Results


Financial and Market Results
Human Resource results
Organizational Effectiveness Results
Leadership and Social Responsibility
Results

Besterfield: Quality Control, 8th ed..

2009 Pearson Education, Upper Saddle River, NJ 07458.


All rights reserved

International Quality Standards


The Japanese Way -- The Deming Prize

Deming Categories
Policy
Organization

Education

and

operations
Collecting useful
Information
Analysis
Planning for the
Future
Besterfield: Quality Control, 8th ed..

and

training
Quality assurance
Quality effects
Standardization
Control

2009 Pearson Education, Upper Saddle River, NJ 07458.


All rights reserved

International Quality Standards


The Japanese Way -- The Deming Prize

Deming Categories
Policy
Organization

and

operations
Collecting useful
Information
Analysis
Planning for the
Future
Besterfield: Quality Control, 8th ed..

Management of
Quality Policy,
Correctness and
Consistency

2009 Pearson Education, Upper Saddle River, NJ 07458.


All rights reserved

International Quality Standards


The Japanese Way -- The Deming Prize

Deming Categories
Policy
Organization

and

operations
Collecting useful
Information
Analysis
Planning for the
Future
Besterfield: Quality Control, 8th ed..

Document
processes for
clarifying authority
and responsibility

2009 Pearson Education, Upper Saddle River, NJ 07458.


All rights reserved

International Quality Standards


The Japanese Way -- The Deming Prize

Deming Categories
Policy

Organization

and

operations
Collecting useful
Information
Analysis
Planning for the
Future
Besterfield: Quality Control, 8th ed..

Document how data


is passed through
divisions and how it
is transmitted.

2009 Pearson Education, Upper Saddle River, NJ 07458.


All rights reserved

International Quality Standards


The Japanese Way -- The Deming Prize

Deming Categories
Policy
Organization

and

operations
Collecting useful
Information
Analysis
Planning for the
Future
Besterfield: Quality Control, 8th ed..

Use of prioritizing,
analytical methods,
statistical methods

2009 Pearson Education, Upper Saddle River, NJ 07458.


All rights reserved

International Quality Standards


The Japanese Way -- The Deming Prize

Deming Categories
Policy
Organization

and

operations
Collecting useful
Information
Analysis
Planning for the
Future
Besterfield: Quality Control, 8th ed..

Understand present
condition, Plan for
the future, promote
Total Quality Control
(TQC)

2009 Pearson Education, Upper Saddle River, NJ 07458.


All rights reserved

International Quality Standards


The Japanese Way -- The Deming Prize

Deming Categories
Document plans
and
accomplishments
relate to education
and training

Besterfield: Quality Control, 8th ed..

Education

and

training
Quality assurance
Quality effects
Standardization
Control
2009 Pearson Education, Upper Saddle River, NJ 07458.
All rights reserved

International Quality Standards


The Japanese Way -- The Deming Prize

Deming Categories
Design, safety and
reliability issues,
process inspection,
use of statistical
analysis

Besterfield: Quality Control, 8th ed..

Education

and

training
Quality assurance
Quality effects
Standardization
Control
2009 Pearson Education, Upper Saddle River, NJ 07458.
All rights reserved

International Quality Standards


The Japanese Way -- The Deming Prize

Deming Categories
Documentation of
Education and
benefits, outcomes training
and results of
Quality assurance
quality improvement Quality effects
both tangible and
Standardization
intangible
Control
Besterfield: Quality Control, 8th ed..

2009 Pearson Education, Upper Saddle River, NJ 07458.


All rights reserved

International Quality Standards


The Japanese Way -- The Deming Prize

Deming Categories
Setting standards,
monitoring
performance and
revision of
standards

Besterfield: Quality Control, 8th ed..

Education

and

training
Quality assurance
Quality effects
Standardization
Control
2009 Pearson Education, Upper Saddle River, NJ 07458.
All rights reserved

International Quality Standards


The Japanese Way -- The Deming Prize

Deming Categories
How are Statistical Education and
Quality Control,
training
control points,
Quality assurance
control items used? Quality effects
Standardization
Control
Besterfield: Quality Control, 8th ed..

2009 Pearson Education, Upper Saddle River, NJ 07458.


All rights reserved

European Quality Award (EQA)


By

1991, EFQM had developed the European


Quality Award program to honor outstanding
European businesses

European Quality Award is a regional program that

currently involves 16 countries: Austria, Belgium, the


Czech Republic, Denmark, Germany, Hungary,
Ireland, Italy, the Netherlands, Norway, Portugal,
Russia, Slovenia, Spain, Turkey and the United
Kingdom.

EFQM improves its own quality model by continually

analyzing applicant feedback and making necessary


adjustments.

Besterfield: Quality Control, 8th ed..

2009 Pearson Education, Upper Saddle River, NJ 07458.


All rights reserved

European Quality Award Model


(BEM)

Besterfield: Quality Control, 8th ed..

2009 Pearson Education, Upper Saddle River, NJ 07458.


All rights reserved

People management in EFQM


People management, also known as human resource

management (HRM), encompasses the tasks of


recruitment, management, and providing ongoing
support and direction for the employees of an
organization

When managing the people within an organization, a

manager must focus on both hiring the right people and


then getting the most out of these people.

Getting the most out of an employee means a business

has consistent policies and practices in place to provide


its people with appropriate training and development
Besterfield: Quality Control, 8th ed..

2009 Pearson Education, Upper Saddle River, NJ 07458.


All rights reserved