Chapter 7 TQM

L/O/G/O

Process Management In

Services

Chapter 7

Quality Improvement

Solving Quality Problems and Implementing

Lasting Solution…. So

HOW?

The Steps Are :

Process Management Framework

Design Work Process

Process Control

Process Improvement and Methodologies4

1

2

3

TQM Process

Business Processes

Business

Process

Strategic Planning

Business Development

Planning, Marketing

Planning, Development

Planning, or long term

planning

Customers

in hereMarket Knowledge on

the product

Future Plan

Prediction of future

business, business

expansion, enhancing

cash flow

Managing information

The use of IT, measuring,

analyzing performance,

training

Categories of Business Process

Value Creation Process Support Process

Daily Operations

Depends on organization

levels

Horizontal and vertical,

project management based on

time frame

Finance and accounting,

facilities management, legal

services, human resource

services, administrative

services

• creation on customers satisfaction

•Major impact on company’s goals

sometimes called core product

relate to company’s competencies

strategic objectives

2 MAJOR TYPES OF PROCESS

Include fundraising, media relations

and policy advocacyExample in universities

Process Management

Frameworks

PROCESS

FRAMEWORK

Process management

involves :

END TO END PROCESS

CONSIST OF 3 IMPORTANT

ACTIVITIES ; DESIGN, CONROL

AND IMPROVEMENT

IDENTIFIYING

IMPROVING

PLANNING ADMINISTERING

REPEATABLE AND

MEASUREABLE

PDCA CYCLE ( PLAN DO CHECK

ACT

PLANNING FOR PROCESS

STAGE1 STAGE 2 STAGE 3 STAGE 5

THE BASIC APPROACH TO PROCESS DESIGN (END TO END

STAGES)

STAGE 4

Quality Control By Japanese Guru

Quality

Control

Cycle

By Ishikawa

In

Japanese

known as

Kaizen

Start with

minor error

Focus on small gradually and orderly

improvement and frequently done over

time with minimum financial investment

Quick

Improvement

Quality Control by

Ishikawa

Lead by small

groups

Voluntary

members

Description of

the contents

Reducing

defects

Recognitions

Trainings

Pareto

charts

Cause effect

diagrams

Quality Control Cycle

Methods

Text in here

Steps in Quality Control Circle

Problem Identification

1

2

3

4

List various problems

Plan for action

solution and

implementation

Alternative

Solutions

Problem analysis

Problem

selectionChoose the most important problems

Problem analysis (SWOT Analysis)

Solutions from the analysis

Deming Cycle in Process

Improvement

PLAN

REPEATABLE AND

MEASUREABLE

PDCA CYCLE ( PLAN DO CHECK

ACT

ACTDO

CHECK

REPEATABLE AND

MEASUREABLE

REPEATABLE AND

MEASUREABLE

REPEATABLE AND

MEASUREABLE

Review the current situation

The Deming Cycle

Detailed Steps in Deming Process

Define Pilot Study Result Solutions

Plan Do Study Act

A B C D

Breakthrough Improvement

through BENCHMARKING

Stretch The

GOAL

3. Reengineering

Creative thinking and Break Away

old tradition cost quality and speed

2.

Process

benchmarking1. Conception

2. Planning

3. Preliminary

data

1.Competitive

benchmarking

Benchmarking

Breakthrough

Improvement

Continuous

ImprovementAccelerates

innovation

and change

Continuous

Improvement

2004 2005 2006

Process

TIME

Six Sigma Leap

L/O/G/O

Thank You!Refer Text Book Page 327