TABLE OF CONTENTS
QUESTION 1: PARTICULAR FEATURES OF IMPLEMENTING TQM/BUSINESS EXCELLENCE IN THE LARGE COMPANY IN THE IT SECTOR
3 QUESTION 2 : EVALUATION OF THE LEADERSHIP , COMMITMENT AND POLICY ASPECTS OF THE APPROACH USED IN TEXAS INSTRUMENT
COMMITMENT AND POLICY
QUESTION 3 : ROLE TO BE PLAYED BY QUALITY FUNCTION DEPLOYMENT (QFD) IN A COMPANY LIKE TEXAS INSTRUMENTS.
Question 1: Particular features of implementing TQM/Business Excellence in the large company in the IT sector What is TQM , What is Business , Excellence. What is It sector , What characterises the IT Sector. Total Quality Management (TQM) is a business management strategy aimed at embedding awareness of quality in all organizational processes. TQM has been widely used in manufacturing, education, call centers, government, and service industries, as well as NASA space and science programs. TQM is composed of three paradigms:
Total: Involving the entire organization, supply chain, and/or product life cycle
Quality: With its usual definitions, with all its complexities
Management: The system of managing with steps like Plan, Organize, Control, Lead, Staff, provisioning and organizing. International Organization for Standardization (ISO 8402:1994) defined TQM as a management approach for an organization, centered on quality, based on the participation of all its members and aiming at long-term success through customer satisfaction, and benefits to all members of the organization and to society. One major aim is to reduce variation from every process so that greater consistency of effort is obtained. (Royse, D., Thyer, B., Padgett D., & Logan T., 2006) . In Japan, TQM comprises four process steps, namely:
Kaizen – Focuses on "Continuous Process Improvement", to make processes visible, repeatable and measurable.
Atarimae Hinshitsu – The idea that "things will work as they are supposed to" (for example, a pen will write).
Kansei – Examining the way the user applies the product leads to improvement in the product itself.
Miryokuteki Hinshitsu – The idea that "things should have an aesthetic quality" (for example, a pen will write in a way that is pleasing to the writer). TQM requires that the company maintain this quality standard in all aspects of its business. This requires ensuring that things are done right the first time and that defects and waste are eliminated from operations. Total Quality Management is the organization wide management of quality. Management consists of planning, organizing, directing, control, and assurance. Total quality is called total because it consists of two qualities: quality of return to satisfy the needs of the shareholders, and quality of products. Business excellence is the use of quality management principles and tools in business management. It is the systematic improvement of business performance based on the principles of customer focus, stakeholder value, and process management. Key practices in business excellence applied across functional areas in an enterprise include continuous and breakthrough improvement, preventative management and management by facts. Some of the tools used are the balanced scorecard, the Six Sigma statistical tools, process management, and project management. Companies such as GE, Philips, DuPont and ICI Paints have run this program under various names such as Black Belt, 6 Sigma initiative and Business Excellence. Business excellence, as described by the European Foundation for Quality Management (EFQM), refers to ”outstanding practices in managing the organisation and achieving results, all based on a set of eight fundamental concepts”, these being “results orientation, customer focus, leadership and constancy of purpose, management by processes and facts, people development and involvement, continuous learning, innovation and improvement;...
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