What are the Benefits of Total Quality Management? - TQM Case Studies | ASQ

 

case study on total quality management

Total Quality Management: Key Concepts and Case Studies provides the full range of management principles and practices that govern the quality function. The book covers the fundamentals and background needed, as well as industry case studies and comprehensive topic coverage, making it an invaluable reference to both the novice and the more experienced nomrmasq.gq: D.R. Kiran. Case study on improving quality management of W company’s new product development project includes the analysis of the current situation within the quality management of W company’s new product development project (current situation and identify existing problems), improvement study (analysis the cause of existing problems and design theCited by: 2. Jan 21,  · Total quality management: three case studies from around the world With organisations to run and big orders to fill, it’s easy to see how some CEOs inadvertently sacrifice quality for quantity. By integrating a system of total quality management it’s possible to have both.


Total quality management: three case studies from around the world – European CEO


Quality in the total quality management TQM method is defined as customer delight. Customers are delighted when their needs are met or exceeded. The needs of the customer are:. Improving customer service was the focus of two projects within the deployment of TQM in a mid-sized newspaper in India. This is the second piece in a three-part series of articles featuring case studies from that deployment; Part 1 of the series featured projects leading to improvements in product quality.

Part 3 looks at supply-chain improvements. The newspaper closed its window for booking advertisements at 4 p. The TQM leaders formed a team consisting of representatives from each link in the ad-processing chain of work. The team attended a two-day quality-mindset program to expose them to the case study on total quality management of TQM and also to open their minds about experimenting with change.

Therefore, in this case:. Achieving a 5 p. To define the current state, case study on total quality management, the actual time spent preparing case study on total quality management to go to press was collected over several days.

Measure the current state: The ad closing deadline could not be delayed by an hour without delaying the dispatch of the newspaper to press by an equivalent amount.

Therefore, the current state was calculated by measuring the delay compared to a notional p, case study on total quality management. Calculations showed that:. During the 4 to p, case study on total quality management.

At p. To achieve the objective of a 5 p. All this work was carried out after the last ad was submitted. Team members suggested that if ads were released for pagination earlier, removing errors could begin simultaneously with the processing of the last ads in order to reduce cycle time.

They agreed to give two early outputs at and 4 p. Nine weeks of continuous implementation yielded dramatic improvement. Average processing time was reduced by an hour, from 72 minutes to case study on total quality management minutes.

However, the level of variability, although 50 percent lower, was still unacceptable. Analysis of the variability showed that it was largely due to slip-ups in implementing the SOPs. Gradually the performance improved. Two months after implementation, delivery time had progressed from minutes late to 12 minutes early.

The deadline for receiving ads could now be relaxed to 5 p. Management indicated that the number of credit notes given to advertisers was too high. Credit notes, issued to rectify errors made in sales invoices, were used to fend off considerable customer annoyance.

But this system caused trouble for the paper. Besides increasing non-value-added work, credit notes sometimes resulted in financial loss because customers could use the credit toward ads that had already been booked as sales. During the previous 12 months, the newspaper had received 80 credit notes per week. The team agreed to try to reduce that number by 50 percent in Phase 1. About credit notes were examined to determine why they had been issued. Categorization of the causes was charted in a Pareto Figure 2.

Table 4 shows the root causes of a majority of the credits issued, determined using the 5 Whys method, and their corresponding countermeasures. The team tested the ideas, which resulted in an 80 percent reduction in credit notes, from 80 per week to 14 per week. The process was adopted in regular operation, and the results were documented and presented to senior management. TQM often leads to radical changes in employee mindsets. The improvements resulting from the two customer service-related projects helped to create a team environment in which any change idea is easily accepted, tested and — if it works — implemented.

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Niraj Goyal. View Profile View all posts by Niraj Goyal. Business Intelligence Adds to Process Reengineering. Comments 5. September 14, at am - Log in to Reply. Savarimuthu The case is useful for class discussion 0. February 8, at am - Log in to Reply. Leave a Reply Cancel reply You must be logged in to post a comment.

Table 4: Explanation of Credit Causes and Countermeasures. Sales scheme not in sales card; Old scheme continues after updating of sales rate card; Scheme in rate card but not picked up by system.

 

 

case study on total quality management

 

Total Quality Management: Key Concepts and Case Studies provides the full range of management principles and practices that govern the quality function. The book covers the fundamentals and background needed, as well as industry case studies and comprehensive topic coverage, making it an invaluable reference to both the novice and the more experienced nomrmasq.gq: D.R. Kiran. Case study on improving quality management of W company’s new product development project includes the analysis of the current situation within the quality management of W company’s new product development project (current situation and identify existing problems), improvement study (analysis the cause of existing problems and design theCited by: 2. Quality in the total quality management (TQM) method is defined as customer delight. Customers are delighted when their needs are met or exceeded. The needs of the customer are: Product quality Delivery quality Service quality Cost value Improving customer service was the focus of two projects.