Total quality management and continuous quality improvement Core principles

1
Total quality management and continuous quality
improvementCore principles

• Dr. Ben Teehankee
• Planning and Research Director
• Graduate School of Business
• De La Salle Professional Schools, Inc.

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Philosophy and Background

• CFI promotes quality as underpinning everything
  the organization is and does
• CFI reinvigorates itself by subscribing to a
  quality assurance process that involves
  individuals, organizations and target clientele

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Objectives

• Clarify and reinforce concepts and principles
  about continuous quality improvement (CQI) and
  relationship with TQM
• Identify advantages of doing TQM-CQI
• Discuss common illustrations of TQM-CQI
  principles in daily work
• Understand work relationships in a TQM-CQI
  environment
• Anticipate next steps

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What is quality to me?

• Recall a recent experience of quality service.
• What were the characteristics of the service that
  made it a quality experience for you?
• Share your quality service story with your group
  mate

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What is TQM?

• Total quality management (TQM) is continuously
  improving quality (CQI) by focusing on customers
  requirements, improving the processes which
  relate to these expectations and involving
  everyone in the process of improvement.
• TQM is an overall philosophy and management
  system. CQI may be used as a structured approach
  to implement TQM

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The TQM Formula

• TQM CQI through
• Customer Focus
• Process Improvement
• Total Involvement

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The Concepts of TQM

• Quality Meeting the customers requirements
  reliably and in a continuously improving manner
• Process -- Steps/activities which convert inputs
  into a valuable output for customers
• Customer -- Persons/entities who use or benefit
  from the output of a process may be internal or
  external to the work team
• Supplier -- Persons/entities who provide inputs
  to a process may be internal or external to the
  work team

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The Customer-Supplier Chain
Work team
Requirements
Input
Supplier
Feedback
Customer
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Worst case non TQM vs. TQM
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What is total quality management?

• A people-focused management system that aims at
  continual increase of customer satisfaction (from
  students all the way to employers and community)
  at continually lower real cost
• It is a total system approach which works
  horizontally across functions and departments,
  involves all employees from top to bottom, and
  everyone in the quality chain from suppliers to
  customers

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How quality management differs from conventional
management

• Defines progress based on the purpose of the
  organization, not just formal measures
• Improves processes instead of working only on
  structure, outputs or individuals. Avoids blame.
• Ensures that every person understands how the
  system works, what it is supposed to do and how
  well it is doing
• Optimizes the performance of the system instead
  of only components of the system

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The Continuous Quality Improvement Cycle

• PLAN
• Plan for CQI and build team to do the following.
• Set standards
• Monitor current quality level and identify
  problem/s
• Analyze root causes of problem/s
• Generate solution/s
• DO
• Implement chosen solution/s
• CHECK
• Monitor success of solution
• ACT
• Adjust solution/s to ensure success
• Standardize effective solution/s

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Quality Problem Solving Tools

• Generating ideas --Brainstorming
• Generating consensus on ideas -- Nominal group
  technique
• Clarifying processes -- Flowcharting
• Analyzing cause and effect -- Cause-effect diagram

• Organizing data -- Checksheets
• Prioritizing -- Pareto chart
• Showing patterns in data -- Histogram
• Showing changes through time -- Trend chart

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Eyelash Learning CurveNo organizational memory
Old employee leaves job with knowledge
Ability to do the Job
New employee begins job
Time
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Rapid Learning CurveGood organizational memory
Ability to do the Job
New employee begins picks up almost where the
previous employee left off
Time
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Principles for Involving People in CQI

• Involve those who do the work as leaders in
  developing better and better ways to do the job
• Make sure they understand customer needs
• Partner with specialists or other knowledgeable
  people who understand how the process does or
  should work--people who can teach you and other
  employees about the underlying theory or
  principles that guide the work
• Designate an owner, a person responsible for
  keeping visible the documentation, for updating
  the standard and documentation as improvements
  are identified, and for assuring that newcomers
  and others are trained

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Next Steps for Using Standards for CQI

• CHECK Ensure that purpose for standards are
  documented and clearly understood. Compare actual
  practice with documented methods.
• ACT Reconcile actual practices with
  documentation, i.e., change actual or change
  documentation.
• PLAN Upgrade the documentation make it more
  useful. Encourage use of standard.
• DO Train to the new documented standard and
  use.
• CHECK Compare actual with documented.
  Investigate inconsistencies -- documentation
  difficult to use? People dont appreciate
  standard? Keeps them from doing quality work?
  People have found a better way? Go to ACT.

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CQI Framework
Planning
Strategic Planning
Operational Planning
Corrective Action
Program Execution and Service Delivery
Information Management
Internal Quality Monitoring
Project Records Review
Outcomes Measurement
Feedback
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CQI Elements
Internal Quality Monitoring
Project Records Review
Outcomes Measurement
Feedback
Evaluation of Systems and Procedures
Review of Project Records and Monitoring of
Results
Monitoring of Project Outputs And Outcomes
Regular Reporting to BOT
Regular Review of Accomplishments/ Resolution of
Issues
Program Eval. Summary
Review of Risk Management
Validation of Proj. Accomplishments
External Eval.
Holding of Cluster and Annual Partners Mtgs.
Synthesis of Results of Eval.
Review of Grievances
Partners Satisfaction Survey
Sharing of Info. with Various Publics
Review of Structure and Overall System
Presentation and Discussion of Evaluation Results
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Major Tasks
Data Generation
-
Monitoring of Utilization of Required Improvements
-
Processing and Analysis of Information
Continuous
Improvement of
Organizational
Functioning and
Programmatic
Concerns
Drawing Up of Conclusions and Identification of
Areas Needing Improvement
Installation of Revisions, etc.
Refinement of Frameworks, Systems and Processes
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CQI Committee Functions
President and CEO
Implement, document, monitor, and evaluate CQI
plan and activities
Bring issues/resolutions to ExeCom for advise
and decision
Executive Committee/ CQI Committee
Advise Pres./CEO on integration of CQI processes
Identify gaps in quality assurance or
quality improvement processes
Prepare progress reports and disseminate to all
personnel
Staff
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Action Reflection

• Which principle or technique will I apply right
  away when I get back to work?