Total Quality Management - CII Institute of Logistics

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Total Quality Management Measurement is only effective if it produces information, which people can easily understand and use. Data must therefore, be accurate and the operating and reporting methods must be straightforward. Once accepted by the departments concerned, all measurements should be prominently displayed for everyone to see. This ensures commitment to the measurements by the department being measured, and allows an opportunity for everyone interested to participate in the improvement program. Measurements are not just for managers, they are for everyone interested to participate in the improvement program. Measurements are not just for managers, they are everyone involved in the process. Measurements should be made regularly. The frequency depends on the specific measurement being made. 3.8 The Measurement of Quality in Practice Most companies operates systems to measure performance within manufacturing divisions but have difficulty in deciding on measures to use within other areas. The following are examples of measures, which may be appropriate within other areas: Engineering : Number of engineering changes Software bugs reported in released software Number of weeks projects slip Sales : Time to respond to request for quotations Percentage of orders incorrectly entered Comparison of actual orders against forecast Service : Turn-around time for repairs Warranty claims after service Excessive service spares inventory CII Institute of Logistics 56 Website: www.ciilogistics.com
Total Quality Management Accounts : Incorrect invoices raised Debtor days outstanding Personnel : Time to fill vacancies Staff turnover rates Administration : Number of items returned due to typing errors Number of hours late producing the typed copy Time taken to pass messages to the recipient One of the most useful ways to display measurements is by the use of trend charts. These charts should be posted on a regular basis (daily, weekly, monthly) to record progress over time. The charts, however, only record status and progress. It is the action taken as a result of the information on the charts, which results in improvement. 3.9 Prevention This section focuses attention on the need to adopt prevention as the system for Quality Improvement throughout the organization. It explains the Zero Defects Concept, and the importance of introducing effective corrective action systems to eliminate the causes of non-conformance and prevent their recurrence. The Zero Defects Concept The implementation of a successful Quality Improvement Program requires a company to adopt prevention as the system for managing Quality. Prevention requires everyone within the company to believe that errors are not an inevitable part of working life; that correct systems, training, equipment, materials and above all, personal attitudes, can CII Institute of Logistics 57 Website: www.ciilogistics.com
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Total Quality Management - CII Institute of Logistics

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