Showing posts with label quality. Show all posts
Showing posts with label quality. Show all posts

The major challenges that the mangers are likely to confront with

The major challenges that the mangers are likely to confront with
Over the years, dramatic changes are taking place in organizations. Although, the field of OB (Organizational Behavior) has been around the past three decades, there are a few dramatically challenges taking place as we have entered the twenty-first century. The business and organization’s environment is changing drastically and the role of manger to maintain organization behavior has become absolutely complete task. For the small instance what is seen that people migration and global mobility of manpower has created cross culture in multinationals, the national and regional political and economic environment is providing the pressure to managers to adjust such changes, labor relations and the role with the influence of trade unions are changing rapidly. Under such circumstances, manager required to think seriously in some major challenges/ issues. Such confronting managers for which OB offers solutions or at least some meaningful insights towards solutions.

Ever Expanding Globalization
By now, the whole world has become a global village. Business has crossed the national boundaries and thus, has become global, popularly known as multinational business. This has made managing men more complex globalization of business poses at least two major challenges for manager.

First, in case of multinational companies, the mangers are frequently transferred to other countries. In a new country, the managers have to manage a workforce that is very different in needs, aspirations, and attitudes from the ones they were used to back in the former country.

Second, even in their own country, the mangers have to work with superiors, subordinates, and peers who were born and brought up in a different culture. The manager’s problem, then is what motivates them may not motivate others, i.e. superiors, subordinates, and peers. For example, the manager may like to adopt an open and straight forward communication style, but the subordinates may find the same style as threatening and uncomfortable. In order to manage these people effectively, the managers need to understand their varying culture accurately and know how it has shaped as such and then learn to adapt the management styles accordingly. In such, the managers need to modify their practices to face the challenges before them.

Work- force Diversity
Work-force diversity can be defined as the situation that exists when members of a group or organization differ from each other in terms of age, gender, race, ethnicity, and education. When workers join organizations, they come with their differing cultural values and lifestyle preferences. Therefore, the challenge for organizations is to make them accommodating to diverse groups of people at work place by addressing
their different lifestyles, cultural moorings, family needs and work styles. Managing people through melting pot assumption was a fact till the other day. Now, it is being replaced by one that recognizes and values differences among workers in organizations. If diversity is managed properly, it can increase creativity and innovations. On the contrary, diversity, if not managed properly, can result in higher turnover, heightened inter-personal conflict and ineffective communication.

Towards Improving Quality
Yet another major challenge before today’s managers have to face is offering of quality products and services to the customers. This is because the delivery of quality products and services to the customers has a direct impact on the success of organizations. The ever increasing concern for quality products and success of organizations. The ever increasing concern for quality products and services has given genesis to today’s buzzword ‘Total Quality Management (TQM)’. TQM is different things to different people and has been both ‘cussed’ and discussed in the management literature and the actual practice of attainment of customer satisfaction through the continuous improvement of all organizational processes. There is no denying of the fact that price, brand, loyalty, attractive design and technical innovations are still important to consumers in developing and developed countries yet the quality of product has surged ahead in relative importance. Similarly, the delivery of quality services in the ever exploding service sector has become very critical. The challenge for managers across the world is, therefore have human resources to deliver quality to products and services to the customers and clients.

Quality Circle (QC)

Quality Circle (QC)
The concept of quality circle (QC) originally emerged from Japan. Quality circle is a work group of employees who meet regularly to discuss their quality problems, investigate causes, recommend solutions, and take corrective measure. QC is a small group of employees who work voluntarily on company time, to address work related problems such as quality control, cost reduction, production planning and techniques, and even product design.
Quality circle is used to achieve the following objectives:
  • Improvement in quality of product manufactured by the organization. 
  • Improvement in methods of production and productivity.
  • Development of employees participating in QC.
  • Promoting morale of employees.
  • Respect humanity and create a happy workplace worthwhile to work.
Problem in Implementations and Their Solution
Though QC concepts have many positive points, it has failed miserably in many organizations due to certain problems and pitfalls. Following are some major problems of QC implementation and their suggested remedies.
  1. Negative Attitudes: Both employees and managers having negative attitudes towards QC often resist its implementation. Managers feel that QC dilutes their authority and importance in the organization. This negative attitude can be dispelled by imparting appropriate training to employees as well as managers about the real concept and contribution of QC. 
  2. Lack of Ability: The workers are characterized by their low level of education and lack of leadership abilities. This problem can be overcome by initiating workers education programme.
  3. Lack of Management Commitment: Lack of management commitment towards QC is demonstrated by not permitting the members to hold QC meeting during the working hours. Therefore, the top management should permit workers to hold QC meetings periodically during the working hours and should also extend all required and timely assistance for the smooth functioning of QC.
  4. Non-Implementation of Suggestions: The members of the QC feel disheartened in case of their suggestions are not accepted and implemented without convincing reasons. Instead, the suggestions rendered by QC should be given due consideration and weightage and should be implemented. This will enthuse the members of the QC to improve quality of their goods and services. QC benefits both organization and workers.

Quality and Total Quality Management, Tools and Techniques for TQM

Concept of Quality

Quality is an important aspect for any organization. Government, non-government and private sector organizations consider the quality of goods or services as a prerequisite for achieving their stated objectives. The uniqueness of goods and services that give satisfaction to the consumers or service recipients. 

Quality is progressively focused on the production of good goods and services at more competitive prices. Quality is the totality of features and characteristics inherent in a product or service that has the potential to satisfy a specified or implied need. The quality of a good or service is assured compared to other goods or services. In this sense, quality can be both good and bad, but overall quality is considered to be the good features and characteristics of a good or service. Quality plays a crucial role in the marketing of goods and services. There is a close relationship between the quality of the goods and services and the satisfaction of the consumer or the customer. Similarly, if the quality of goods or services of the concerned organization is good, it will directly help the organization to achieve the expected achievements.

Dimensions of Quality

The dimensions mentioned by David A. Garvin regarding quality are as follows:
  1. Performance: - The performance level of a goods or service determines the quality. For example, the clarity of the picture on the television, the clarity of the sound on the radio, etc., ensures the level of performance.
  2. Features: - Features inherent in goods or services also contribute to quality. Such as - disc brakes on motorbikes, automatic arrangements, etc.
  3. Reliability: - Trust and reputation towards the goods or services also helps to ensure quality.
  4. Conformance: - The uniformity or similarity established in the structure, texture, etc. of the goods or services determines the quality of the goods or services.
  5. Durability: - Quality is determined on the basis of durability and sales of a goods or services in the market.
  6. Service ability: - If the goods or services can be used through proper repair and maintenance, such goods or services are considered quality.
  7. Aesthetics: - Goods and services that can attract more consumers are also tends to be good quality.
  8. Perceived quality: - In relation to goods or services, the quality should be maintained as expected by the customer, consumer or service recipient and such customers should also have experienced the quality.

Importance of Quality

Quality is considered extremely important for any organization. It is only possible to satisfy the consumers or the service recipients only if the quality of the goods or services provided by the government, non-government and private sector organizations is good. Some of the importance of the quality are:
  • Competition
  • Productivity
  • Cost
  • Support to marketing
  • Reliability etc.

Factors Affecting Quality

The factors that affect the quality of goods or services produced by any organization are as follows: -
  1. Human Resources: - Maintaining the quality of goods or services depends on the qualifications and efficiency of the employees working in the organization. It is only possible to increase the quality of goods or services if performance of employees are high.
  2. Institutional Commitment: - It is necessary to have strong commitment from the management and employees of the organization to maintain the desired quality of their goods or services. Organizational culture should also be quality oriented.
  3. Materials: - Goods used in the flow of goods and services also affect the quality determination. Therefore, it is important to use good quality materials.
  4. Machines and equipment: - The quality of the machines and tools used in the production of goods and services is also affected by the use of new ones instead of the old ones.
  5. Procedures and technology: - The quality of goods or services can be determined by the use of appropriate procedures and good mechanical technology.
  6. New Innovation: - Innovative activities such as research, development and analysis have an impact on determining the quality of goods or services.
  7. Standards: - Standards can maintain the desired quality.
  8. Control system: - Positive control system can also achieve the desired quality.

It seems possible to achieve quality if used in such a way that positive results come from the above elements.

Similarly, in order to achieve quality, the following points can also be considered. Such as;
  • Continuity of objectives for improvement
  • Adoption of new philosophy
  • Information and statistical evidence
  • Clear recognition of quality
  • Improvement in every working system
  • Improvement of work training
  • Institutional leadership development
  • Overcoming fears
  • Eliminating barriers
  • Modern management structure
  • Customer / service recipients
  • Demand addressing
  • Fast and quality service flow etc.

Total Quality Management (TQM)


The concept of TQM, formulated by American scholar Edward Deming, was applied in Japan in 1965, in the United States in 1980, and in the United Kingdom in 1985. According to the concept of TQM, quality is the factor of overall development of the organization. TQM emphasizes continuous improvement methods, participatory management and team work. 

Total quality management (TQM) is a way of managing to improve the effectiveness, flexibility and competitiveness of a business as a whole. It involves whole companies getting organized in each department, each activity, and each person, at each level. For an organization to be truly effective, every single part of it must work properly together, because every person and every activity affects and in turn is affected by others. It is in this way that Japanese companies have become so competitive and so successful.

Total quality management is also a method of removing waste, by involving everyone in improving the way things are done. TQM must be applied throughout an organization so that people from different department, with different priorities and abilities, communicate with and help each other. The method is useful in finance, design, research and development, purchasing, personnel and production/ operation.

Total quality management (TQM) is a management method used to maintain and enhance the quality of goods and services. It is also a management philosophy that constantly helps to improve the quality of the product or service provided to satisfy the customer, consumer or service recipients. TQM is the commitment of the top management and the diligence of the staff to continuously improve the quality of goods and services provided by the organization. Reducing errors in production and distribution is also a way to continuously improve quality. Quality service delivery is seen as a strategy of the organization. The goal of TQM is the complete satisfaction of the customer or service recipient.

TQM is an organizational approach that continuously improves the quality of all processes, goods and services of the organization. Similarly, TQM is a tool or method to enhance customer satisfaction through continuous customer support. It is also a method of achieving high quality products or services through continuous improvement. 


Features of Total Quality Management (TQM)
  • The top management is fully committed to maintain the required quality in the goods and services that are produced and processed by the concerned organization.
  • Quality is given an important place in the strategic plan of the organization.
  • Quality management work is adopted as a continuous practice.
  • During TQM, attention is paid to the overall development of the organization.
  • Quality is enhanced by making effective and maximum use of resources. Also improved materials are used.
  • Participatory concept is implemented for TQM.
  • Continuous improved by measuring the existing quality.
  • The highest satisfaction of customer, consumer or service recipient is the main basis of TQM.
  • In addition to the use of new technologies, modern communication and information technology is used in the quality management and marketing process.
  • Production process and method will be changed.

Elements of Total Quality Management (TQM)
  • System Approach
  • Accurate Measurement
  • Customer Focus
  • Employee Participation Commitment of Management

Tools and Techniques for Total Quality Management (TQM)

Project Managers rely on several tools and techniques for total quality management. They are
Tools and Techniques of TQM
  1. Right First Time: Employees ensure quality while they work. They do the right things first time. They aim for zero defect.
  2. Benchmarking: It is the process of learning from best practices of other projects that produce superior performance. They do exceptionally high quality things.
  3. Outsourcing: It is subcontracting services and operations to outside firms who can do them cheaper and better.
  4. ISO 9000: They are set of quality standards created by International Organization for Standardization (ISO). Organizations obtain certification form ISO for product testing, employee training, record keeping, supplier relations and repair policies and procedures.
  5. Statistical Quality Control: It includes a set of specific statistical tools that can be used to monitor quality. It is based on sampling.
  6. Just-in-Time Inventory Management (JIT): Inventories are received just-in-time to be used up by production. They are not stored.
  7. Speed: Speed is the time needed to get the activities accomplished. TQM increases speed. Speed becomes a part of project culture.
  8. Training: Employees are provided continuous training in quality matters. Quality circles also serve as training grounds for TQM.

Deming's Quality Management

Edward Deming is an American scholar of quality management. He is considered the father of quality campaigns in Japan. Deming's contribution to Japan's industrial development in the 1950s is unforgettable. Deming has developed various principles of quality management which are also considered as quality management methods. The principles of quality management developed by him are as follows: 
  • Continuity of objectives for improvement
  • Adoption of new philosophy
  • Statistical evidence
  • Recognition of quality
  • System reform
  • Functional training
  • Institutional leadership
  • Elimination of fears
  • Elimination of slogans and goals
  • Elimination of numerical quotas
  • Elimination of obstacles
  • Teaching and training
  • Management structure etc.

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Quality Control

Quality control is checking errors during project implementation. Quality control inspectors are used for checking quality. Statistical quality control techniques are also applied for monitoring quality. Conformity to agreed specifications are monitored. Adjustments are made for deviations. Project outputs not meeting the standards are rejected, scrapped or reworked.

Total Quality Management (TQM)
Total quality management is a management philosophy of continuously improving project quality through everyone's commitment and involvement to satisfy customer needs. It puts quality first. Quality becomes the guiding factor for everything the project organization does.

TQM creates a project culture committed to continuous improvement in all aspects. It seeks incremental improvements.

Components of TQM
Components of Total Quality Management are:
  1. Strategic commitment
  2. Continuous quality improvement
  3. Customer focus
  4. Employee involvement
  5. Accurate measurement
  6. Improved materials, technology and methods
  • Strategic Commitment: The top management should have strategic commitment to total quality management in project. The project culture should be supportive of TQM.
  • Continuous Quality Improvement: TQM believes that quality can always be improved. Quality is a never ending concern. Everything that the project does is subject of quality improvement. It becomes a way of life.
  • Customer Focus: TQM puts intense focus on customer. Satisfaction of customer needs is the top priority. Customers can be outsiders who buy the products. Quality serves as a means to build cordial customer relationships.
  • Employee Involvement: In project, quality is everyone's responsibility for their own work. Employee involvement at all levels is critical to improving quality. Employees are empowered through work teams to find and solve problems. Teamwork is built.
  • Accurate Measurement: TQM uses statistical tools for accurate measurement of critical operations. Performance is compared against standards Causes of deviations are corrected. The important tools are:
    • Flow Chart: Graphic display of a sequence of activities.
    • Control Chart: Visual aid showing variations.
    • Histograms: Bar chart showing deviations from a standard curve.
    • Scatter Diagram: Plots relationship between two variables.
    • Trend Chart: Tracks a variable over time.
    • Fish-bone Diagram: Cause and effect analysis.
    • Pareto Analysis: Bar chart indicating problem needing most attention.
  • Improved Materials, Technology, Methods:
    • Improved quality of materials as a way of improving quality of project outputs are used.
    • New forms of technology, such as robots, computerization, digitalization to boost quality are used.
    • Improved methods, such as flexible manufacturing methods are used.

Project Control System

We know that a project is a unique group of activities designed to attain specific objectives within the constraints of time, cost and quality performance.

Control is the continuous process of measuring, evaluating and correcting actual performance to achieve planned performance. It uses data supplied by monitoring and evaluation.

Project control system consists of setting standards of performance in terms of time, cost and quality; measuring actual project implementation performance; find and analyzing deviations between standards and actual performance; and taking corrective actions to achieve project objectives. Generally it is done at the activity level of the project. It is the process of overseeing the implementation of project plan.

Prequisites of Control System
  1. Planning: Control is not possible without planning. Planning provides targets or standards for control. Standards are the starting point of control. They can be in terms of time, cost, quality and performance. They should be measurable, attainable, time bound and understandable.
    • Planning and control are interrelated.
  2. Information System: Control is based on feedback of performance information. An effective information system is an essential requirement of control. Information system is based on the internal reporting system of the organization and other sources. Projects should have Project Management Information System.
  3. Organization Structure: Control requires a structure. The authority-responsibility relationships should be clearly defined to collect performance information, compare actual results with standards, identify deviations, and suggest corrective actions.
    • A team can be used for control purposes.
  4. Flexibility: The control system should be flexible. It should be capable of adjusting to environment changes.
  5. Participation: All the members of the control team should take part in the control process. It should be based on participatory approach.
  6. Timeliness: The reporting and feedback for control should be on time. If the information is not received at the right time, the control action will be ineffective. There is no point in "bringing a doctor after the death".
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