Page 46 - DMGT524_TOTAL_QUALITY_MANAGEMENT

Unit 3: Concept of Quality Management

15. Increase in process ownership – employee involvement and empowerment. Notes
16. Everyone from top to bottom educated.
17. Improved customer/supplier relationships (internally & externally).
18. Market competitiveness.

19. Quality based management system for ISO 9001:2000 certification.

Self Assessment

Fill in the blanks:
13. The primary responsibility of TQM rests with the …………………… management.
14. …………………… and education is an ongoing process for everyone in the organization.

15. …………………… is about empowerment of people and participative management.
16. …………………… measurement acts as a booster to the improvements made.
17. Total quality management system leads to ease of …………………….
18. TQM leads to continuous …………………… of processes and products.

Case Study RPG Enterprises, India

TQM Saves Millions of Dollars in Quality Costs
In 1996, the management of RPG Enterprises, a large business house in India, determined
that quality management was to be the major competitive tool to take the company to
global leadership. To facilitate, encourage and motivate staff towards quality excellence
throughout the group the company initiated the RPG Quality Awards. The awards’ criteria
and system measured results in terms of customer satisfaction, employee satisfaction,
business results and impact on society. As a result of their implementation, the following
results occurred:
1. Increased quality awareness among the group’s companies and made TQM an
important topic within the group. Staff started talking about the awards, their
eligibility, the criteria, the application and selection process, the winners and their
achievements.
2. Generated healthy competition among the group companies.
3. Provided direction and created a uniform TQM culture throughout the group.
4. Recognised contributions made by individual units and motivated managements
and employees to work towards improvements on a continuing basis.
5. Improved performance of the company in both financial and non-financial areas.
6. Improved business results which enhanced the competitive position among domestic
and global players.
7. The award criteria provided checklists that helped group companies focus their
attention on items they might not have otherwise thought of.
Contd...

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