100-Metodos-de-Qualidade-Total

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IDEA GENERATION 133 Example The manager of a bank is engaged in a customer care programme and is working out what is the ideal situation for the bank's customers. The first stage is to brainstorm a list of ideal characteristics: for example, warm greeting, attentive service, pleasant atmosphere, privacy as desired etc. The next stage is to identify the actual current situation: for example, staff unfriendly, service slow, dingy surroundings, open plan only etc. The third stage is to identify the causes and the gap to be filled. For each of the constituent parts (Figure 1) a plan is then drawn up to bridge the gap.
134 100 METHODS FOR TOTAL QUALITY MANAGEMENT Method 57 Improve internal process (liP) plan Purpose To provide the structure to develop work plan details for a task using various factors, such as measurables, responsible resources, times and previous task owners. When to use When you want to improve internal process (IIP) by using information at a specific level of the development of the project or task. How to use 1 List and number each task. 2 Provide the measure of completion for each task. The measure should be clearly defined data, quantity and level of performance. 3 Allocate responsibility for completion of each task. 4 Give details of the resources required for each task. S Write down the time when each task will be completed. 6 Find the previous owner for each task. Benefits It provides the structure to improve internal process. Example An example of the information matrix required for an lIP plan is given below in Figure 1.
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100 METHODS FOR TOTAL QUALITY MANAG
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© Gopal K. Kanji and Mike Asher 19
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PREFACE An essential part of the de
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2 100 METHODS FOR TOTAL QUALITY MAN
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THE ROLE OF TQM METHODS Total quali
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LIST OF METHODS (BY CATEGORY) Manag
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12 100 METHODS FOR TOTAL QUALITY MA
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MANAGEMENT METHODS Method 1 Accepta
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co 0 CD Q. CD Figure 1 Type of
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Plant Department ';:i r =i -< l>
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REFERENCES Akao, Y. (1991) Hoshin K
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INDEX acceptable quality level (AQL
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100-Metodos-de-Qualidade-Total

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