MZUMBE UNIVERSITY FACULTY OF COMMERCE Department of Procurement and Logistics Management TERM PAPER Differentiating between Traditional and Total Quality Management views of Quality and Identifying three requirements for quality improvement Strategy PREPARED BY: FRANSISKO T. MASHIMBI [Reg. No. 3131/T.10] PROGRAMME: MSc. [procurement and Supply Chain Management] YEAR: 2010/2011 SUBJECT: Strategic Business Management CODE: BUS 520 SEMESTER: 1 LECTURER: MNZAVA, J.A.
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MZUMBE UNIVERSITY
FACULTY OF COMMERCE
Department of Procurement and Logistics Management
TERM PAPER
Differentiating between Traditional and Total Quality Management views of
Quality and Identifying three requirements for quality improvement Strategy
PREPARED BY: FRANSISKO T. MASHIMBI [Reg. No. 3131/T.10]
PROGRAMME: MSc. [procurement and Supply Chain Management]
YEAR: 2010/2011
SUBJECT: Strategic Business Management
CODE: BUS 520
SEMESTER: 1
LECTURER: MNZAVA, J.A.
JANUARY, 2011
TABLE OF CONTENTS
Abstract................................................................................................................................ i
1.0 Introduction.............................................................................................................. 11.1 Defining Quality........................................................................................... 11.2 Why is Quality Important............................................................................. 11.3 Total Quality Management........................................................................... 21.4 Quality Assurance Vs Quality Control......................................................... 21.5 Total Quality Management Vs Six Sigma.................................................... 31.6 Background of Japan’s Quality Movement.................................................. 31.7 Deming’s Fourteen Points Plan for TQM..................................................... 4
2.0 Differences Between traditional and Total Quality Management Views................. 72.1 Definition of Quality..................................................................................... 72.2 Productivity Vs Quality................................................................................. 72.3 Quality Measurement.....................................................................................72.4 Quality Achievement..................................................................................... 82.5 Responsibity for Quality............................................................................... 82.6 Organizational Structures.............................................................................. 82.7 Role of People............................................................................................... 92.8 Participation in Quality Improvement Processes.......................................... 92.9 Quality Assurance and Checking.................................................................. 92.10 Thoughts and Decision Making..................................................................... 102.11 Decision Making Tools..................................................................................102.12 Leadership and Performance Control............................................................ 102.13 Acting Proactively rather than reactively...................................................... 102.14 Focus on Profit.............................................................................................. 112.15 Perception on Technology and Global Quality............................................. 112.16 Supplier relationship...................................................................................... 11
3.0 Requirements for Quality Improvement Strategy.................................................... 123.1 Customer View Point................................................................................... 123.2 Personnel responsibility for Quality............................................................. 123.3 Information for Plan, Control and Evaluation in implementing strategy..... 14
4.0 Benefits of Total Quality Management.................................................................... 155.0 Challenges facing TQM........................................................................................... 156.0 Conclusion................................................................................................................. 167.0 Reference.................................................................................................................. 17
Appendix-Total Quality Management Implementation Model
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ABSTRACT
Total Quality Management (TQM) realizes that the key to improving quality is to improve
processes that define, produce and support an organization’s end product or service. TQM
involves a change from a traditional attitude toward quality. Thus, this paper focuses on
identifying the difference between traditional and TQM views of quality.
The first part of the paper gives an introduction of TQM and quality as a whole. The second
part states the difference of TQM from traditional views of quality. The third part identifies
the three requirements for quality improvement strategy. The next part states the benefits of
TQM, Challenges of TQM and Conclusion.
With management commitment, employees’ involvement and customer focus, TQM will
enhance quality of goods or services, and hence improving customer satisfaction and
delighting them.
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1.0 INTRODUCTION
1.1 Defining Quality
Definitions of quality fall into several categories. Some definitions are said to
be user-based: they propose that quality “lies in the eyes of the beholder”.
Marketing people like this approach, and so do customers. To them, higher
quality means better performance, nicer features, and other (sometimes costly)
improvements.
To production managers, quality is manufacturing based. They believe that
quality means conforming to standards and “making it right the first time”.
Yet, a third approach is a product-based definition, which views quality as a
precise and measurable variable.
Generally, quality of a product or service is the degree to which a product or
service meets specifications or meets the customers, needs (Heizer, J. And
Render, B., 1993)
1.2 Why is Quality Important
Quality goods and services are strategically important to the company. In
particular, quality affects a firm in four ways;
Company’s Reputation
An organization can expect its reputation for quality – be it good or
bad- to follow it. Quality will show up in perception about the firm’s
new products, employment practices and supplier relations.
Costs and Market share
Improved quality can lead to increased market share and costs savings.
Improved reliability and conformance means fewer defects and lower
service costs, thus affecting profitability as well
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Product Liability
The courts increasingly hold everyone in the distribution chain
responsible for a product. Additionally, organizations that design and
produce faulty products or services can be held liable for damages or
injuries resulting from their use.
The International Implications
In this technological age, quality is an international, as well as
corporate concern. For both a company and a country to compete
effectively in the global economy, its products must meet quality and
price expectations.
1.3 Total Quality Management
Total Quality Management refers to a quality emphasis that encompasses the
entire organization, from suppliers to customer. It emphasis a commitment by
management to have a company-wide drive toward excellence in all aspects of
products and services that are important to the customer.
It is an integrative management concept of continually improving the quality
of delivered goods and services through the participation of all levels and
functions of the organization.
It involves a change from a traditional attitude toward quality (Lysons K. &
Farrington B., 2006)
1.4 Quality Assurance versus Quality Control
1.4.1 Quality Assurance
Quality assurance is defined as all those planned and systematic
activities implemented within the quality systems and demonstrated as
needed to provide adequate confidence that an entity will fulfil
requirements for quality. It is concerned with defect prevention, and
thus involving a number of approaches.
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1.4.2 Quality Control
Quality control is defined as the operational techniques and activities
that are used to fulfil requirements for quality. It is concerned with
defect detection and correction and relates to such activities as
determining where, how and at what intervals inspection should take
place, the collection and analysis of data relating to defects and
determining what corrective action should be taken.
1.5 Total Quality Management versus Six Sigma
Six Sigma is relatively new concepts as compared to Total Quality
Management (TQM). However, when it was conceptualized, it was not
intended to be a replacement for TQM. While TQM has helped many
companies in improving the quality of manufactured goods or services
rendered, 6 Sigma has the potential of delivering even sharper results.
The basic difference between 6 Sigma and TQM is the approach. While TQM
views quality as conformance to internal requirements, 6 Sigma focuses on
improving quality by reducing the number of defects, cycle time and cost
savings.
1.6 Background of Japan’s quality Movement
TQM was not invented in Japan, it was invented in the U.S., but it was used by
the Japanese very effectively in the 1980's and the term has subsequently
become associated with Japanese management principles.
In the 1940s, Japanese products were perceived as cheep, shoddy imitations.
Japanese industrial leaders recognised this problem and aimed to produce
innovative high quality products. They invited a few quality gurus, such as
Deming, Juran, and Feigenbaum to learn how to achieve this aim.
Deming suggested that they can achieve their goal in five years; not many
Japanese believed him. However, they followed his suggestions. Maybe the
Japanese thought it was rude to say that they did not believe Deming. Or
maybe they thought it would be embarrassing if they could not follow his
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suggestions. Whatever reason it was, they took Deming’s and other gurus’
advice and never looked back.
In the 1950s, quality control and management developed quickly and became
a main theme of Japanese management. The idea of quality did not stop at the
management level. Quality circles started in the early 60s. A quality circle is a
volunteer group of workers who meet and discuss issues to improve any
aspects of workplace, and make presentations to management with their ideas.
In the 1980s to the 1990s, a new phase of quality control and management
began. This became known as Total Quality Management (TQM). Having
observed Japan’s success of employing quality issues, western companies
started to introduce their own quality initiatives. TQM, developed as a catchall
phrase for the broad spectrum of quality-focused strategies, programmes and
techniques during this period, became the centre of focus for the western
quality movement (http://www.allbusiness.com accessed on 27thDec, 2010).
1.7 Deming’s 14 Point Plan for TQM
1. Creating consistency of purpose
Create constancy of purpose toward improvement of the product and
service so as to become competitive, stay in business and provide jobs.
2. Adopting New Philosophy
We are in a new economic age. We no longer need live with
commonly accepted levels of delay, mistake, defective material and
defective workmanship, thus need to promote change.
3. Cease dependence
Cease dependence on mass inspection; require, instead, statistical evidence
that quality is built in. Build quality into product.
4. Improve the quality of incoming materials and services