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TQM Feedback

by Ron Kurtus

Readers have sent in a total of 211 comments and questions on TQM issues. They are listed according to date.

You can read them to further your understanding of the subject.



List of next 15 letters

Title

Topic

Country

How a company can achieve lower production costs? General Ghana
 
What has been the effect of implementing TQM? Principles Kenya
 
Is TQM very important? Principles India
 
Inspecting windows for flaws Inspecting for Quality Qatar
 
How to implement TQM effectively? Restaurant Quality USA
 
Handling customer dissatisfaction challenges Complaints South Africa
 
Showed TQM be broad-based? Principles Philippines
 
Use TQM to reduce equipment and workforce Principles Ethiopia
 
What was the aim and result of this case study? Empower Secretaries India
 
How to stop customers from complaining? Restaurant Quality Philippines
 
Applying Deming's 14 Points General South Africa
 
What is TQM in foundry industry? General India
 
Send me new updates on TQM General India
 
Role of TQM in on organisation development General Kenya
 
What would you do to improve quality control? Restaurant Quality USA
 

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First 15 letters


General

How a company can achieve lower production costs?

March 28, 2011

Question

explain how a company can achieve lower production costs by improving the quality of its products or services?

jerry - Ghana (21402)

Answer

Improving the quality of the products or services will not lower production costs. However, it can improve the sales and profits.

Production costs can be lowered by reducing wasteful practices and inefficient work. They are also lowered by getting worker feedback on ways to improve production.

It is possible to reduce the production costs and still have a low quality product, due to poor design.

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Principles

What has been the effect of implementing TQM?

February 28, 2011

Question

what has been the effect of implementing TQM policies in the manufacturing / processsing firms or sector. has it enabled them to be more competitive or its implementation has affected their output. any articles or suggestion.

Jared - Kenya (21268)

Answer

Many major companies have implemented TQM to improve the reliability of their products, as well as to reduce losses from wasteful practices. A good example is in the automobile industry, where cars are much more reliable today than they were 10 years ago. Also, many companies have improved the output of the workers by allowing them to take part in quality decisions.

The American company General Electric (GE) has used a variation of TQM that they call Six-Sigma. They implemented throughout the company and their processes, resulting in higher quality products.

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Principles

Is TQM very important?

December 22, 2010

Question

Is it Very Important? Suppose If the company is not a manufacturing company then what? Company doing Metal Fabrication then what? Or company might be a service company then what?
I know TQM is very important but only for manufacturing company, the company making products or goods For them TQM is very important, then what about others.
Thanking you, For giving such opportunity to us.

- India (20895)

Answer

TQM is important for any business or company that provides products or services to customers. For example, TQM is important in a restaurant. They must provide quality food to the customers, provide good service and avoid wasteful practices.

If a company doing metal fabrication did not follow customer requirements or may think so poorly that they had to be scrapped, the company would be losing money and not be in business very long. TQM practices would be important for such a company to grow and prosper.

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Inspecting for Quality

Inspecting windows for flaws

December 13, 2010

Question

dear sir,
i am working in an aluminium company as a QA/QC officer. i would like to request you to tell me about the QA/QC inspection percentage or parameeters of visual inspection.

ex: - i f i have 100 windows for fabrication. how i need to inspect.and the persentage of inspection.

i would be thankful toi you if you can help me in this matter

Thank you

Rethish - Qatar (20844)

Answer

First of all, you need to have an exact specification of the quality requirements for the windows.

What quality specifications are you promising your customers? For example, must the glass be a certain thickness within tolerances? Must it be free of flaws larger than a certain size?

You cannot start without exact specifications.

Ideally, you will do inspection during the fabrication process, instead of with the finished product. A present trend is to have the workers inspect their own work before passing it on. In this way, you can tell where areas of production need improvement.

If the inspection during production is done properly, you should have greater than 99% success.

If these windows have been manufactured elsewhere and you are inspecting them in receiving, you would hope to get a large percentage that do not need to be returned to the vendor.

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Restaurant Quality

How to implement TQM effectively?

December 6, 2010

Question

From your article: "But even before that, customers in other states were complaining about the quality of the food and service in Sambo's restaurants that were further away from the home office. Some of those restaurants may have been exceptions, but it does show the difficulty in maintaining quality control in large chains, even with strict rules and good training."

THE ABOVE RESPONCE SUMS UP MY PROBLEM! HOW DO YOU OVERCOME THE HURDLE OF HAVING STRICT RULES AND GOOD TRAINING, BUT IT STLLL FALL APART OR BREAKDOWN AFTER TIME? I AM ABOUT TO OPEN A SECOND RESTAURANT AND I BEEN TRYING TO IMPLIMENT A TQM SYSTEM FOR MY EXSISTING RESTAURANT, BUT I DO NOT KNOW HOW TO PRESENT IT TO MY STAFF, SO THAT IF HAS A REAL LASTING IMPACT, AND SO THAT IT CAN BE RUN BY THEM TOTALLY EMBRACING IT AND NOT ME FORCING IT.

OMAR - USA (20806)

Answer

Implementing TQM in a restaurant starts with the attitudes of upper management.

1. The major goal of the restaurant should be to satisfy the customers with excellent food and service. Both the restaurant manager and the workers should know that this is the major goal.

2. Upper management should make it easy for your suppliers to provide you with quality goods. Also, workers should be given proper training to allow them to do their jobs correctly and have the tools necessary to do good work. A simple employee manual can help train the workers.

3. You should continually try to improve the way the food is prepared and served, as well as other processes in your restaurant. A good way to make these improvements is to listen to suggestions from the workers. This gives them ownership and a desire to improve your business.

These three steps make it much easier to implement TQM by getting people to embrace it, as opposed to having to enforce some sort of rules.

As you open more restaurants, you can follow a process for each one.

Best wishes for success in your restaurants.

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Complaints

Handling customer dissatisfaction challenges

December 2, 2010

Question

How will i handle challenges which would lead to customer dissatisfaction?

Aletta - South Africa (20784)

Answer

The most important thing is to give good service to your customers. You need friendly, courteous and respectful sales representatives. Even if the product does not have good quality, if the service is good, the customer will not be dissatisfied.

Do not wait for customer complaints. Instead, seek to satisfy their needs so that they leave you happy.

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Principles

Showed TQM be broad-based?

November 29, 2010

Question

In the organization of Total Quality Management,what doesn't mean that a broad-based quality effort has been needed?

Dennis - Philippines (20763)

Answer

A company can implement Total Quality Management simply because it wants to improve the way they do business and to increase profits. There may be only one area in the company that does low-quality work and needs to be improved. However, TQM starts with the company leaders and typically it is a broad-based quality effort for the whole company.

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Principles

Use TQM to reduce equipment and workforce

November 26, 2010

Question

how can we implement total quality management with less equipment, less work force, less capital and less space. this i got from the state university case study in russel and talor book.

moges - Ethiopia (20749)

Answer

The main idea of Total Quality Management is to improve your product so that it will satisfy your customers and increase your sales. Another reason for TQM is to reduce the waste and losses involved in making your products, such that you will make a greater profit on each sale. These are the goals your company should have.

However, if your goals are simply to reduce the amount of equipment and workforce, your business will end up with less sales and less profits. It is not the approach to take.

Ideally, you would like to have so much business that you will need more equipment and more workers. You would like your business to grow.

In the effort to reduce waste, you may find that you have duplicate equipment or equipment that is not functioning well and should be removed. Likewise, you may find that some workers and managers are not efficient. They should either be retrained or let go. Efficient workers and capable managers are important to make quality products.

For a slide show Russell and Taylor concepts see:
http://www.scribd.com/doc/38821254/Quality-Management

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Empower Secretaries

What was the aim and result of this case study?

October 5, 2010

Question

CASE STUDY OF EMPOWERING CIVIL SERVANT SECRETARIES WITH TQM BY RON KORTUS(AIR FORCE)
i need to know wat was their aim and wat and all problem they arised in this case study and for those problem wat was the solution
wat techniques did they apply to overcome problemsand implemnting those techniques how did it worked out and last conclusion for that case study

ROHINI - India (20488)

Answer

The problem concerning civil servant secretaries was that their supervisors were sometimes dissatisfied with the performance, while the secretaries felt they were not being respected for their skills.

A series of meetings with secretaries and supervisors allowed the airing of problems and possible solutions. One downside on these meetings was that few, if any, supervisors cared to participate. However, a list of suggested improvements in working conditions, as well as in the processes involved by the secretaries in their work, was presented to upper management.

The secretaries were given a new role as administrative assistants, which better reflected the work they did and gave them a sense of being part of the team. Some of the other suggestions were implemented, while others fell by the wayside.

It is difficult to tell how effective these changes were over a long period of time, because attitudes are difficult to change and there were no statistics taken to verify changes. However, in the short run both the secretaries and management were satisfied.

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Restaurant Quality

How to stop customers from complaining?

September 21, 2010

Question

i am about to open my restaurant business,how can i manage customers whose having a behavior of keeping complain? because i have only a narrow space to occupy customers, your ideas is highly appreciated, REGARDS!

Melinda - Philippines (20413)

Answer

When a person complains in a restaurant, it is because either the food or the service is not up to the person's expectations. Of course, some people may expect more than is reasonable. However, you should listen to the complaints and use them as a way to improve your business.

One good thing to do is to have a Suggestion Cards available for your customers. On the card, have written: "I hope you have enjoyed your meal here. Do we you have any suggestions how we can improve our food or service?" Then leave a space for a comment.

Suggestion Cards can be valuable in showing your customers that you care about them, as well as to give you some ideas of how to improve. Also, if customers have an opportunity to write down their complaints or suggestions, they may not be voicing them out loud.

I hope these ideas help. Best wishes in a successful restaurant business.

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General

Applying Deming's 14 Points

September 14, 2010

Question

I need help on how can i use the 14 points for total quality management (TQM),as a questioner directed to the department of management and law in the institution/ university of limpopo, asking the department: which of those principle do they apply in insuring TQM in the institution/department

your contribution will directly and indirectly help me as i am also doing BCOM BUSINESS MANAGEMENT (level 2)

THANKS

VONGANI - South Africa (20373)

Answer

You can summarize Deming's 14 Points for TQM into three major areas:

1. Satisfy the customer
2. Help your suppliers and workers provide quality goods and services
3. Continuously improve

See: http://www.school-for-champions.com/tqm/principles.htm for more information.

The customer for the Dept. of Management and law in the University is the administration that provides them with funding, as well as the students who pay tuition for an education.

Teachers and professors are suppliers of education. The department must assure they have good conditions and training to their their jobs effectively.

Policies, procedures and methods must be continually improved.

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General

What is TQM in foundry industry?

September 7, 2010

Question

Respected sir,
I want to know actually what "Total quality management" means. Also the TQM related with foundry or may be an industry and it's importance. Thank you very much.

indrajeet - India (20343)

Answer

Total Quality Management is a philosophy of management that stresses satisfying the customer's expectations, continuously improving the way the work is done, and helping the suppliers provide quality parts and work. Continuous improvement is monitored through statistical methods.

In the foundry industry, it is important that the parts cast fulfill the customer's requirements and specifications. Improvements should be made to avoid waste and errors. Workers need to have clear instructions about what to do, as well as the temperatures to use. It is also important for management to listen to suggestions from workers on how to improve processes. They must be partners in the effort to produce quality products.

The motto is not to work harder but to work better.

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General

Send me new updates on TQM

August 9, 2010

Question

send me new updates

lavanya - India (20211)

Answer

We will be updating soon. Please check back.

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General

Role of TQM in on organisation development

July 27, 2010

Question

the role of total quality management on organisation development

fred - Kenya (20131)

Answer

Total Quality Management (TQM) is a philosophy of doing business that emphasizes a commitment to quality in all areas of an organization.

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Restaurant Quality

What would you do to improve quality control?

July 21, 2010

Question

What would you do to improve quality control?

Example of profit and Loss in the restaurant?

- USA (20101)

Answer

The top restaurant chains have an employee manual that explains how to treat customers, as well as the proper way to handle and cook food. They also usually have suggestion cards, where customers can give feedback or voice complaints. Any complaints are dealt with and corrected immediately.

It is wise for a small restaurant to follow the example of the larger, successful chains.

Profit equals income (money taken in) minus costs (food, rent, wages, upkeep). If the cost is greater than income, there is a loss. Some reasons for losses are lack up customers, too many expenses and wasteful practices.

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