Tqm Final Report!

8/3/2019 Tqm Final Report!

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Introduction

The problem that I have identified relates to a professional experience and is discussed in the

perspective of the specified tools. The reason for selecting this problem is that it indicates the

importance of quality maintenance in service delivery, absence of which can lead to huge

losses. Problem: Inability of XYZ Agency to execute JnJ’s ‘Clean and Clear’ School Drive as per

the specified frequency & time resulting in client dissatisfaction & loss (The agency was suppose

to perform 45 activities in two months where it took above two months to execute 39 activities

only)

Part I: DMAIC Approach

•After attaining the project from JnJ, XYZ agency wasrequired to conducted the 'Clean & Clear' Skin AwarenessProgram for girls at 45 institutes within the span of two

months i.e. October & November,2010.

•A project team was formulated including the ProjectManager, two activity supervisors, promoters and theclient's supply members. The PM along with the seniormanager was involved in interacting with the client tofinalize the requirements and learn the specifications.

• The most important aspect of conducting this project wasto have adequate nuumber of institutes at hand and alsoin back up so that activities are carried out on a continuousbasis.

•Rather then assigning a separate Human resource for thisparticular project the agency assigned a supervisor fromanother project unabling the resource to perform

dedicatedly. Moreover the management failed tocommunicate clearly to the team that they can also huntfor schools on personal basis.

•Although the team was performing the daily activity well,but failed to communicate about the upcoming task athand.

•Thus due to these reasons the agency failed to completethe project in timely & effective manner.

Define

•The inability of the agency to complete the number of activities in the specified time period defines the problem.

•The specifications and the most essential one was to form ateam for the project's execution i.e. right mix and size of

humanresources and here is where the agency failed.

Measure•The inability of the management to recognize the importanceof Client services in an effective manner (unnecesary costcutting in terms of not hiring the required resource, ineffective communication to the team and lack of qualityservices specifications and proper reorting checks) is thereason for client's dissatisfaction and withdrawal.

Analyze



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Part II: Fish Bone Diagram

Problem Remedial ActionsMan

Absence of required resource Understanding his/her important role

for the timely execution of the project

and immediate hiring of the resource

to remove the flaw.

Lack of synergy & communication Effective leadership role required from

the project manager. Daily team

discussion and recognition of every

one’s ideas and input. Promotion of

empowerment.

Lack of top management’s Self believe and the will to prosper to

•Firstly hiring the Permission Coordinator on acontractual basis to get adequate number of instituteson hand.

•Formation of proper reporting system which ischecked by the top management and the client ondaily basis.

•Improving the motivational level and synergy amongthe team members by constant appreciation andincentives for effective project execution.

•formation of Quality service standards by the topmanagement and incoprating them as essentials of every employees job responsiblity.

•Establishing workplace ethics and SOP to ensure thatall employees are contributing positively and withdetermination.

Improve

•The Project Manager taking daily report and feedbackof the activity from the team members.

•Daily check of the activities (perofrmance,executionetc) by the top management personally.

•Client's representative making uninformed visits to theactivity sites.

Control



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participation be recognized by the top management

Resistance to perform additional task Instillation of sense of ‘Ownership’ of

the project among the team members

through trainings, incentives and

regular praise by the seniors.

Method

Poor Target setting Revision of the specifications laid by

client and setting a firm execution plan

meeting the deadline.

Lack of Seriousness Clarity of the task for which they are

responsible by proper job description

against the remuneration offered.

Improper Planning Frequent and detailed interaction

between the top management, project

manager and the client to have clear

specifications.Material

Unavailability of Schools Efficiency of job delivery by the

permission coordinator in advance of

the activity.

Unavailability of timely transportation Dedicating a conveyance facility

particularly for the project.

Money

Imprudent cost cutting Hiring the resource on contractual

basis to maintain balance between the

significance of hiring the resource andits cost.

Measurement

Absence of reporting format Attainment of format from the client

or self creation by the manager

acceptable to the client.

Absence of quality service delivery

specifications

Creation & communication of SOP to

all the employees and proper

confirmation to it.

Less controlling Measures Daily check and balance and reporting

and ensuring that the activity isperformed when scheduled except for

unforeseen circumstances.



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Part III (A): Why-Why Analysis

Part III (B): Pareto Diagram

Problem: Dissatisfaction

and loss of client due toineffective services by the

agency.

Why 1?

Reason 1: Ineffective

performance due to failurein reaching the targeted

number of schools .

Why 2?

Reason 2: Inavailability of

schools/colleges permittingto conduct the activity in the

specified time.

Why 3?

Reason 3: Lack of dedicated resource having a

strong convincing powerfor attaining permissions

and who should haveworked in advance for

having back up schools.

Why 4?

Reason 4: Incorrectidentification of the

resources required resultingin inappropriate team

structure.

Why 5?

Root Cause: Lack of projectunderstanding and

inappropriate planning onpart of the topmanagement.

I m p r o p e r P l a n n i n g

A b s e n c e o f P e r m i s s i o n

C o o r d i n a t o r

A b s e n c e o f a d e q u a t e

S c h o o l s

L a c k o f m o t i v a t i o n

L a c k o f p r o p e r

r e p o r t i n g

0%

20%

40%

60%

80%

100%

05

101520253035404550

C u m u l a t i v e %

P a r t / F r e q u e n c y

Causes

Pareto Chart

Failure of Agency to complete the given Project.

Vital Few Useful Many Cumulative% Cut Off %[42]



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The Pareto Chart is constructed by assuming that the problem specified has 100 parts and as

indicated the biggest cause comprises of 45 parts of the total problem and so on. This

essentially indicates that first and foremost the agency should rectify the biggest cause and

then keep on rectifying the ones following in descending order. It also states that the first three

causes are responsible for 90 %( a huge percentage) of the total problem and so are classified

as vital few and needs immediate attention of the agency.

Part IV: Regression Equation

The regression equation for this problem (being the dependent variable) is specified as

below:

)

The independent variables as indicated by are the ones that constitute

the problem.

Indicates that how the team which was formed for this project’s execution wasn’t

clear of the target to be achieved, didn’t communicate clearly amongst themselves and

probably wasn’t the right mix of people creating synergy and having the rigor to deliver in a quality manner.

Presence of a permission coordinator who should have started attaining permissions

for program execution before the assigned date was all crucial. But his/her absence and

dependency on other human resources disturbed their working and focus and resulted

in inadequate number of execution places and dissatisfaction.

# Causes Defects Cumulative%1 Improper Planning 45 45.0%

2Absence of PermissionCoordinator 25 70.0%

3 Absence of adequate Schools 20 90.0%

4 Lack of motivation 6 96.0%

5 Lack of proper reporting 4 100.0%

Total 100 100.0%



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When the internal customers are not satisfied and motivated they not only lose

focus of the task at hand but also fail to perform any additional task that is assigned (in

this case was attaining permissions on personal basis and relations due to delay in

meeting deadlines).

This variable tends to superceed the others. The top management failed to read therequirements stated by the client properly and so was unable to shape the

implementation effectively resulting in revenue loss as well.

Tqm Final Report!

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