TQM: Text with Cases, Third Edition (TQM: Text with Cases) by John S Oakland

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As a matter of urgency, therefore, will you please authorize a complete redesign of this product? 4 4 To t a l Q u a l i t y M a n a g e m e n t From: Works Manager To: Production Manager Date: 6th August This really is ridiculous! I have all the QC records for the past ten years on this product. 01 per cent returns from customers? 8 Compare and contrast the three models for total quality described by the Deming Prize in Japan, the Baldrige Award in the USA, and the European Excellence Award. 9 What are the aspects of leadership which are key to a successful total quality approach.

Many people will need to undergo a complete change of ‘mindset’ to unscramble their intuition, which rushes into the detection/inspection mode to solve quality problems – ‘We have a quality problem, we had better check every letter – take two samples out of each sack – check every widget twice’, etc. The correct mindset may be achieved by looking at the sort of barriers that exist in key areas. Staff may need to be trained and shown how to reallocate their time and energy to studying their processes in teams, searching for causes of problems, and correcting the causes, not the symptoms, once and for all.

TQM is concerned with moving the focus of control from the outside to the inside of individuals, so that everyone is accountable for his/her own performance. 4 2 To t a l Q u a l i t y M a n a g e m e n t Effective leadership ᭿ ᭿ Effective leadership starts with the chief executive’s vision and develops into a strategy for implementation. Top management should develop the following for effective leadership: clear beliefs and objectives in the form of a mission statement; clear and effective strategies and supporting plans; the critical success factors and core processes; the appropriate management structure; employee participation through empowerment, and the EPDCA helix.