Striving for Continuous Improvement: The Experience of U. Annual Quality Congress proceedings, May
Service relationship with internal customers Never compromise quality Customer driven standards The Concept of Continuous Improvement by TQM TQM is mainly concerned with continuous improvement in all work, from high level strategic planning and decision-making, to detailed execution of work elements on the shop floor.
It stems from the belief that mistakes can be avoided and defects can be prevented.
It leads to continuously improving results, in all aspects of work, as a result of continuously improving capabilities, people, processes, technology and machine capabilities. Continuous improvement must deal not only with improving results, but more importantly with improving capabilities to produce better results in the future.
The five major areas of focus for capability improvement are demand generation, supply generation, technology, operations and people capability. A central principle of TQM is that mistakes may be made by people, but most of them are caused, or at least permitted, by faulty systems and processes.
This means that the root cause of such mistakes can be identified and eliminated, and repetition can be prevented by changing the process. Preventing mistakes defects from occurring mistake-proofing or poka-yoke. Where mistakes recur, stopping production until the process can be corrected, to prevent the production of more defects.
If the current reality does not include important preconditions, TQM implementation should be delayed until the organization is in a state in which TQM is likely to succeed.
If an organization has a track record of effective responsiveness to the environment, and if it has been able to successfully change the way it operates when needed, TQM will be easier to implement. If an organization has been historically reactive and has no skill at improving its operating systems, there will be both employee skepticism and a lack of skilled change agents.
If this condition prevails, a comprehensive program of management and leadership development may be instituted.
A management audit is a good assessment tool to identify current levels of organizational functioning and areas in need of change.
An organization should be basically healthy before beginning TQM. If it has significant problems such as a very unstable funding base, weak administrative systems, lack of managerial skill, or poor employee morale, TQM would not be appropriate.
People need to feel a need for a change. Kanter addresses this phenomenon be describing building blocks which are present in effective organizational change. Departures from tradition are activities, usually at lower levels of the organization, which occur when entrepreneurs move outside the normal ways of operating to solve a problem.
A crisis, if it is not too disabling, can also help create a sense of urgency which can mobilize people to act.
In the case of TQM, this may be a funding cut or threat, or demands from consumers or other stakeholders for improved quality of service.
After a crisis, a leader may intervene strategically by articulating a new vision of the future to help the organization deal with it. A plan to implement TQM may be such a strategic decision.
Such a leader may then become a prime mover, who takes charge in championing the new idea and showing others how it will help them get where they want to go.Case Study: Implementing Technology and Creating Change for Expedia. Back to all Case Studies; Download PDF; Challenge.
As the global leader in online travel, Expedia is continually creating new and better ways for travelers to use its website. After years of growing its business, Expedia found itself at a major inflection point, with the need. Wycoff, Debra F., "Implementing an Sap Transportation Management System Solution: a Case Study" ().All Regis University ashio-midori.com Regis University Implementing an SAP Transportation Management System Solution: A Case Study Debra Wycoff creating issues and challenges for them.
System performance was extremely slow. CASE STUDY on Electronic Document Management System w w w. r u b i x i l e. c o m. software application which covers Dynamic workflow with Document Management System. This EDMS that was predefined while creating the item, runs this workflow; the item gets disposed off.
However, an item cannot be disposed off when there is any. Case Study Performance Management at the University of Ghana 2/18 Case Study Creating BARS-based Graphic Rating Scales for the Evaluating Business Student Module 7 Implementing a Performance Management System 7/1 Preparation: Communication, Appeals Process, Training Programs, and Pilot Testing 7/2.
Implementing Strategic Change in a Heath Care System: The Importance of Leadership and Change Readiness & Caldwell, ). Implementing strategic change typically requires that individuals engage in different behaviors than they have in the past. When the norms If this is the case, it would be unlikely that new.
Creating Operational Discipline to Support Quality Initiatives. We're happy to share our insights that illustrate our work and expertise. Please complete the form to access the case study.