qm lesson 4

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Besterfield: Quality Control, 8thed.. 2009 Pearson Education, Upper Saddle River, NJ 07458.

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Total Quality Managementand Principles Part II

Lesson 4

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Outline

Strategic Quality Planning &

Leaderships

Supplier Partnership

Performance Measurement

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Strategic Quality PlanningLeadership for quality

Leadership is the process by which a

leader influences a group to movetowards the attainment of

superordinate goals.

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Strategic Quality PlanningLeadership for quality

For followers to have power, leadership must share power.

As a result leadership is about the sharing of power.

This highlight the important of Quality Leadership.

For example, do leader provide envision the quality

program?

Do leader let their employees to get involve in making

quality decision (i.e. quality problem solving teams)

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Strategic Quality PlanningFUTURE Leadership

Coaching leadership and innovative

leadership where leaders provide technical

and architectural direction.

Leadership acting on the principle of

common understanding and leadership

from behind, which means guiding,

directing and envisioning people, facilitating

and coaching instead of command and

control.

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Strategic Quality PlanningFUTURE Leadership

The swarm of bees concept - The emergence of

community leadership in which the leadership

roles are granted based on how active an individual

is within the community (i.e. meritocracy basis) as

well as the quality and nature of his or hercontributions (i.e. innovative leadership mindset).

Leadership roles could be granted based on how

active an individual is within the community aswell as the quality and nature of his or her

contributions, and is referred to by others as a

leader without having the trappings of power.

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Strategic Quality PlanningSupply Chain Strategy

Suppliers?

Whoare our preferred suppliers?

Whatis our process for supplier selection?

Howdo we develop suppliers?

Howdo we link with our suppliers?

Dowe source globally?

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Strategic Quality PlanningSupply Chain Strategy

Inventory management?

Wheredo we optimally store inventory

Howmuch? How long?Dowe have perishable stock?Dowe carry safety stock?

AREwe maintaining good levels of service?

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On average - 40% or more of product or service

cost is due to procurement. The supplier should

be treated as an extension of the process.

This requires:

Long term relationship with supplier(s)

Good supplier management

SupplierPartnership

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FUTURE Supplier Partnering:

The encouragement for individuals and

organisations to take part each othersbusiness model and form partnerships

The emerging partnerships throughopen source and open platform


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In the future, partnerships are about developing a range

of partnerships with individuals and organisations in the

open source community.

Future of partnership is not only happening on the basis

of collaboration and complementarities, but in certainways the partners competing at the same time -

coopetition, the interplay of collaboration and

competition, which happens at the same time.

For example, Mozilla and Google have formed arelationship as partners in some network projects, but at

the same time compete in the web browser market.


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Quality Improvement: The AmericanWay

The Malcolm Baldridge National Quality

Award

Performance MeasurementQuality Improvement: The American Way

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The Malcolm Baldridge National Quality Award

Seven Categories1. Leadership

2. Strategic Planning3. Customer and Market Focus

4. Measurement, Analysis and KnowledgeManagement

5. Human Resource Focus6. Process Management

7. Business Results

International Quality StandardsQuality Improvement: The American Way

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Seven Categories1. Senior Leadership:

A. Senior Leadership

B. Governance and Social Responsibilities

International Quality Standards


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Seven Categories3. Customer and Market Focus:

A. Customer and Market Knowledge

B. Customer Relationships and Focus



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Seven Categories

4. Measurement, Analysis and KnowledgeManagement:

A. Measurement, Analysis and Review ofOrganizational Focus

B. Information and Knowledge Management



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Seven Categories

5. Human Resource Focus:

A. Work Systems

B. Employee Learning and Motivation

C. Employee Well-Being and Satisfaction

International Quality StandardsThe Malcolm Baldridge National Quality Award

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Seven Categories6. Process Management

A. Value Creation Processes

B. Support Processes and OperationalPlanning



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Seven Categories7. Business results

A. Customer Focused ResultsB. Financial and Market Results

C. Human Resource results

D. Organizational Effectiveness Results

E. Leadership and Social ResponsibilityResults



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Deming Categories


The Japanese Way -- The Deming Prize

Policy

Organization andoperations

Collecting usefulInformation

Analysis

Planning for theFuture

Education and

training

Quality assurance

Quality effects

StandardizationControl

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Deming Categories



Policy

Organization andoperations

Collecting usefulInformation

Analysis


Management of

Quality Policy,Correctness andConsistency

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Deming Categories



PolicyOrganization andoperations

Collecting useful

InformationAnalysis


Documentprocesses forclarifying authorityand responsibility

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Deming Categories



Document plansandaccomplishments

relate to educationand training

Education andtraining

Quality assurance

Quality effectsStandardization

Control

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Deming Categories



Documentation ofbenefits, outcomesand results ofquality improvement

both tangible and

intangible


Quality assurance


Control

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European Quality Award (EQA)

By 1991, EFQM had developed the EuropeanQuality Award program to honor outstandingEuropean businesses

European Quality Award is a regional program thatcurrently involves 16 countries: Austria, Belgium, theCzech Republic, Denmark, Germany, Hungary,Ireland, Italy, the Netherlands, Norway, Portugal,Russia, Slovenia, Spain, Turkey and the UnitedKingdom.

EFQM improves its own quality model by continuallyanalyzing applicant feedback and making necessaryadjustments.

European Quality Award Model

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qm lesson 4

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