Total Quality Mangement Essay Research Paper Total — страница 2

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Training for quality improvement / teamwork / tools and techniques 1) Teamwork This depends on participation and teamwork throughout the organisation in all activities. The sustained commitment of every person in the organisation, whatever their role is required to achieve improvement goals for Total Quality. Extensive involvement of all staff in the decision- making and problem-solving activities of business achieve this motivation and commitment. In the present situation Fresher plc is not making full use of its labour resources as there is no feedback between employees and managers on specific problems. If teamwork is going to be a major source of inducing change it is important for teamwork to take place throughout the whole company and not just one depot. This point has been

made due to the fact that when there is a stock out at the main depot the manager of the Littletown depot ” begrudges giving away any supplies”. Breaking down the barriers within the employee structure may offer a way of increasing productivity and employee morale. One way of improvement is through the implementation of Kaizen teams or quality circles. The emphasis in Kaizen is on encouraging everyone to make improvements. Western attitudes believed that improvements where made through large sums of money being spent on new equipment and systems, requiring specialist involvement to give large-step changes in performance. This leads to dramatic improvements but if they are not maintained and standardised they result in a fall in performance over time. However, the Kaizen

approach relies on an investment in people and not equipment and systems. One way in which teamwork can produce results is through Brainstorming. This encourages group creativity and is used to generate as many ideas as possible within a given time limit. 2) Never Ending Improvement Improvement is a process that should never stop. Leadership must be by example. Continuous quality improvement relies upon a steady stream of often minor changes coming from all employees. It can be said that public appreciation by fellow employees is a powerful means of rewarding a persons efforts. There seems to be three basic principles to never ending improvement  Focusing on the customer  Understanding the processes  All employees committed to quality 3) Corporate goal and mission

statement The first step for any business is clearly to define its ultimate objective by expressing values of what is meant to be achieved. Mission statements should be comprised of  Why the organisation exists  What business the organisation should be involved in  What unique or distinctive competence the organisation should concentrate on  How the organisation will conduct its business. 4) Focus on customer requirements Focussing on customer requirements is extremely important especially when you are losing your market share. Knowing exactly what the customer wants in terms of specification, availability, reliability and maintainability requires much market research and communication between the company and its customers. In most situations customers have a choice,

they need not place future orders with a supplier who does not perform as they expect. The customer will not jeopardise their own business interest out of loyalty to a supplier whose products and service fail to perform properly. As can be seen Fresher plc’s products and service do not conform to their customer requirements. There are several major factors that Freshers will have to look at here. These include the payment system as it was described as being always chaotic, the availability of the product, especially in the summer months, and the products containers. By keeping the existing returnable bottles Fresher are shooting themselves in the foot because of the changing requirements of the market and potential new customers such as the large hypermarkets- “They keep

harping on about us not having cans of drink to sell”. However before Fresher begin to try to gain potential new customers they should focus on the requirements of their existing customers. I make this statement as it is implied that there are always short orders and late deliveries and the shopkeepers give the new drivers “a right run around”. This implies that there is much time wastage and irate confrontation between the drivers and the shop keepers which is not a sign of Total Quality-”It takes a while before you know how to knock them back, learn to give as good as you get”. There are various methods which can be introduced to Fresher plc to display to customers that the organisation is committed to quality. External recognition by a third- party is often a