Page 40 - DMGT524_TOTAL_QUALITY_MANAGEMENT

Unit 3: Concept of Quality Management

(ii) Reducing errors, defects, waste and related costs. Notes
(iii) Improving productivity and effectiveness in the use of all resources.
(iv) Improving responsiveness and cycle time performance.

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Caution Continuous improvement and learning should be an integral part of the
management of all systems and processes.
Learning refers to adapting to change, leading to new goals and approaches. Learning takes
place via feedback between practices and results.
Four stages of a learning cycle are as follows:
(i) Planning

(ii) Execution of plans
(iii) Assessment of progress
(iv) Revision of plans based upon assessment findings.
Peter Senge, a professor at the MIT. USA, defines the learning organization as “an organization
that is continually expanding its capacity to create its future. For such an organization, it is not
enough, merely to survive. “Survival learning” or what is more often termed “adaptive learning”
is important – indeed it is necessary. But for a learning organization, “adaptive learning” must
be joined by “generating learning”, learning that enhances our capacity to create. Senge often
points out, “over the long run, superior performance depends on superior learning”.

Example: The plants hold periodic corporate analysis meetings during which entire
plants shutdown operations briefly for thorough audits of the quality system. The plant-level
work team and workers focus on ways to improve quality and productivity.

Self Assessment

Fill in the blanks:
3. The modern definition of quality centers on meeting or exceeding …………………….
4. …………………… extends beyond the consumers and internal relationship to the society
which represents an important customer of business.
5. Managers must formulate …………………… and put them in places to ensure that
participation becomes a part of the work culture.

6. The heart of the Quality Network is a …………………… that encourages team work and
co-operation.
7. …………………… means involving employees in every step of the production process.
8. …………………… refers to adapting to change, leading to new goals and approaches.

3.3 TQM Framework

It begins with the knowledge provided by gurus of quality: Shewhart, Deming, Juran, Figenbaum,
Ishikawa, Crosby, and Taguchi. They contributed to the development of principles and practices
and/or the tools and techniques. Some of these tools and techniques are used in product and/or
service realization activity. Feedback from internal/external customers or interested parties
provides information to continually improve the organizations system, product and/or service.

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