Total Quality of Management

Step 9: Zero defects day

Using a little show business, fun and celebration has its own feel-good advantage.

The day commemorates the revelation of ZD, an event that will let all employees

realize through a personal experience, that they are embarking on change and a

new way of corporate life. It is also the day when top management on a public

platform reiterates its commitment to the zero-defect approach.

Step 10: Setting goals

Turn pledges and commitments into action by encouraging individuals to establish

and specify measurable improvement goals for themselves and their group in pursuit

of the ultimate goal of zero defects. Discourage minor goals.

Step 11: Removing causes of error

As opposed to a suggestion scheme, this step envisages giving the employees a

method to recognize the problems that stand in the way of implementing the

pledge to improve quality, and communicate their findings to the management so

that steps can be taken to remove the causes.

Step 12: Recognition

To appreciate those who participate and recognize their contribution publicly and

loudly. All individuals now know that management seriously needs their help

and sincerely appreciates it.

Step 13: Quality councils

These bring together professional quality people and teams to determine the

actions necessary to upgrade and improve the quality programmes. This helps

planned communication, mutual learning, and improvement.

Step 14: Do it over again

Repetition makes the programme perpetual; it gains speed, takes on many new

tacks, develops new ways of doing things, and causes even more improvement.

As quality improvement programmes get entrenched in the way of working, they

become the culture of the company.

COMPARISON OF QUALITY PHILOSOPHIES

It seems that there are two distinct lines. One line sees a bigger picture or role for

quality theory beyond the quality of specific products and services and stresses the

need for deep philosophical indoctrination of all concerned to make total quality

management really effective. The other advocates a more ‘pragmatic’ method of

boosting product and service quality through an integrated quality management

SYNOPSIS OF PHILOSOPHY, CONCEPTS AND IMPLEMENTATION PRINCIPLES 53