Unit 5005 Meeting Stakeholders And Needs Analysis

Unit 5005 Meeting Stakeholder and Quality needs – Learning outcome 2

Quality management standards in our organization 2.1

Total Quality Management, or TQM, is the process of instilling quality throughout an organization and its business processes.
Many organizations that employ a system of Total Quality Management in human resources, etc, are large companies but there is no reason why Total Quality Management theory shouldn’t work in smaller businesses as well.
For Total Quality Management to work, everyone in the organization has to get involved. The theory is to work towards using the best possible processes to offer the best possible products to produce the best possible customer satisfaction.
Of course, perfection is an impossible
Aligned with our three business priorities, Achieving Excellence’s methodology will guide every employee and their work area team through specific accomplishments defined under targeted best practices attributes.

Figure 1
Source: - Bombardier Achieving Excellence Program

• Involve employees in identifying their tasks and appropriate KPI’s
• Ensure balance of KPI’s
• Measure and challenge for improvement
• Determine the deliverables for Quality against each Roadmap attribute, for Bronze and Silver
• Action first line management to initiate, deliver and sustain the change
• Use appropriate continuous improvement tools (Lean / Six Sigma) to enable achievement of KPI targets

 Achieve business results, by
 Engaging all employees in performance improvement, through

 Application of a continuous improvement roadmap addressing business attributes to direct us to World Class performance

 Rigorous structured and sustaining
1. The scale of the problem.
2. The significance of the problem.
3. Any trends that may be occurring.
Should the auditor and auditee be unable to reach agreement on non-compliance or corrective the auditor will record the disagreement and refer the matter to the Quality Manager to be resolved.

Corrective action reports should be raised to identify what corrective actions are requires. The auditor for monitoring the corrective action retains the copy and a copy issued to the manager responsible for the activity audited.
Detailing the area review during the course of the audit and identifying all areas should complete this audit.

There are four main areas to the audit:

Immediate Correction – The immediate action that the person responsible for correction has taken to fix the symptom

Root Cause – The analysis of the discrepancy to determine the root cause of the problem.

Root Cause Correction – The root cause correction deals with the long-term prevention and process improvement rather than an immediate