Total Quality Management - CII Institute of Logistics

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Total Quality Management prevent errors occurring. This belief is summarized in the Zero Defects concept. There is some question as to who first propounded the Zero Defects concept, but it is most closely associated with Philip Crosby, and has been extensively used by him, and his consultancy organization, in implementing Quality Improvements in many organizations world-wide. The fundamental principal underlying the Zero Defects concept is that it is possible to do all operations right the first time. Zero Defects does not mean that everything has to be gold plated or the place has to be crawling with inspectors. It simply means that each and every one of us has to believe it is possible to carry out activities without error. Errors are not inevitable. We should not anticipate errors and then build up massive systems to find and correct them. If we except errors to occur and build systems to deal with them, they will happen. We are then effectively saying that errors do not matter. We will find and fix them. This is a very costly path to tread. If errors are not expected to occur, and preventive actions are introduced to eliminate problems, the errors will not happen. The new attitude is that errors are not tolerated. A big fix-it outfit should not be available, just waiting for errors to happen. Everyone will be more careful and will work to eliminate the causes of errors so that eventually they will no longer occur. In our personal life we do not expect to put on odd shoes in the morning on a given number of days in a year. If we did expect this to happen then we could ask our partner to check our shoes every morning before going out and then rectify any errors found! This would prove very costly in terms of our partner’s time and patience. We do not, however, expect this to happen because we implement a preventive action such as putting our shoes in pairs when we take them off. The Zero Defects philosophy requires us to apply our personal standards to our work and asks everyone else in the company to do the same. CII Institute of Logistics 58 Website: www.ciilogistics.com
Total Quality Management By adopting the Zero Defects concept, employees underline their commitment to the attitude and belief that errors are not inevitable. Errors can be avoided by applying prevention techniques. The Fundamental Importance of Effective Corrective Action Systems The fundamental objective of corrective action is to ensure that having identified a problem the action taken ensures it does not recur. The corrective action should be designed to prevent the same type of error from happening again, not just today but forever. Although at the start of a Quality Improvement Program it is important to focus attention on major problems, in the long run no error is too small to require corrective action. We have already discussed the need to introduce measurements of performance in all areas of the company. These provide raw data to enable us to identify and evaluate the impact of problems. The correct use of effective measurements enables us to monitor the progress resulting from corrective actions taken to eliminate problems. However, it must be stressed that measurements only provide information. It is the action taken as a result of this information, which produce the necessary improvements. We therefore need to make sure that an adequate system is in place to ensure that effective corrective actions are taken when a problem is identified. The Failure of Typical Existing Correction Action Systems Most companies already operate corrective action systems. The resolution of audit deficiencies and meetings with suppliers to review the reasons for reject components and improve performance are two typical examples. However, existing systems in many companies fail to succeed for three main reasons: CII Institute of Logistics 59 Website: www.ciilogistics.com
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