Question 2
Total quality management is an inevitable aspect of any modern organisation. Unlike before where few individuals were made accountable, now it is imperative that every individual in the organisation irrespective of the position, play a role in the successful implementation of Total Quality Management strategies and processes.
Assume yourself as a CEO of a reputable organisation operating in the service industry, must develop and implement Total Quality Management Process in your operation with an intention to acquire ISO 9001:2017 standards certification, critically discuss your approach. Use suitable
live examples to enhance your research-based Argument. (35
As the CEO of a reputable organization in the service industry, my approach to developing and implementing a Total Quality Management (TQM) process would be focused on the following key steps:
1. Leadership commitment and involvement: As the CEO, I would clearly communicate my commitment to TQM and personally involve myself in its implementation. This would include setting the vision and objectives for TQM, allocating resources, and actively participating in TQM activities.
Example: I would lead by example and actively participate in quality improvement projects and processes. For instance, if a customer complaint arises, I would personally investigate the issue and work with the team to find a solution, demonstrating my commitment to quality.
2. Employee involvement and empowerment: Every individual in the organization would be encouraged and empowered to contribute to the TQM process. This involves creating a culture where employees are encouraged to provide feedback, suggest improvements, and take ownership of quality improvement initiatives.
Example: I would encourage employees to participate in cross-functional teams and quality circles to identify and address quality issues. For instance, if there is a recurring problem in customer service, employees from different departments such as sales, operations, and customer support would come together to brainstorm solutions and implement improvements.
3. Process improvement and measurement: A systematic approach would be adopted to identify, analyze, and improve processes throughout the organization. This would involve defining clear processes, documenting procedures, and implementing performance measurement systems to monitor progress and ensure continuous improvement.
Example: I would implement process mapping techniques such as value stream mapping to identify bottlenecks and waste in our service delivery processes. This would help us streamline processes and eliminate non-value-added steps, ultimately improving efficiency and customer satisfaction.
4. Supplier partnerships: Building strong relationships with suppliers would be a key aspect of implementing TQM. This would involve selecting suppliers based on their ability to meet quality requirements, establishing clear communication channels, and collaborating with them to improve quality and reduce defects.
Example: I would establish a Supplier Quality Assurance program that includes regular audits and performance evaluations. By working closely with suppliers, we can identify opportunities for improvement in the supply chain and ensure that their products or services meet our quality standards.
5. Continuous training and learning: A comprehensive training and development program would be implemented to ensure that employees have the necessary skills and knowledge to contribute to the TQM process. This would include regular training sessions, workshops, and ongoing learning opportunities.
Example: I would provide employees with training on quality management principles, problem-solving techniques, and ISO 9001:2017 requirements. This would help them understand their role in TQM and ensure consistent implementation of quality standards across the organization.
In conclusion, developing and implementing a TQM process requires strong leadership commitment, employee involvement, process improvement, supplier partnerships, and continuous training. By adopting these principles and approaches, my organization would be able to successfully implement TQM and work towards achieving ISO 9001:2017 standards certification.