Total Quality Management - CII Institute of Logistics

Total Quality Management
ii.
iii.
must be relevant, interesting and enable people to understand and participate
in Quality Improvement.
Communication. A constant flow of information is necessary, describing
progress made by the QIP, how and when individuals will be involved and
the successes achieved.
Recognition. A system to recognize and publicly reward those who make an
outstanding contribution to Quality Improvement can play an important part
in encouraging employee commitment.
3.6 Measurements and targets for improvement
This section explains the importance of introducing objective measurements in all
departments throughout the organization, and then setting targets for the improvement of
performance.
Objectives of Performance Measurement
Accurate measurement of the quality of all process is the cornerstone to improvement –
until we know where we are today, we cannot improve.
Objective measurements enable management and employees to focus attention on areas
of weakness and to monitor progress.
Since all departments are involved in meeting customer requirements and in generating
and fixing errors, all departments should be involved in the Quality Improvement
Program and all departments need to introduce appropriate measures to enable
performance to be monitored.
Measurements can be used to highlight opportunities for improvement and also to
monitor the success of the Program. It is important that all measurements, which are
introduced, fulfill two primary objectives:
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