"Integral methodology for designing and implementing a TQM system within companies"

Mitreva, Elizabeta (2010) "Integral methodology for designing and implementing a TQM system within companies". PhD thesis, Institute of Sociological, Political and Juridical Research,University St Cyril and Methodius, Skopje, R. Macedonia.


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The research subject of this paper is closely linked with the valorization of the meaning and the perspectives of the designing and implementation on TQM (Total Quality Management) system from the viewpoint of researching of its participation within the domestic companies and creating a model –methodology for improved performance, efficiency and effectiveness with the Macedonian companies through changing of the corporative culture and total utilizing of potentials. The research is designed as an attempt to depict the existing condition in the companies in Macedonia into the domain of designing and implementation of the quality system, analyzed through four polls in the “house of quality” whose top is the ultimate management, and as its bases appear the measurement, evaluation, analyzing and comparison of the quality/ bad quality. This “house” is being held by four subsystems such as: internal standardization, methods and techniques for flawless work performance, education and motivation and analyses of the quality costs. The existing condition was being analyzed through the set criteria for receiving a European Quality Award: leadership, policy and strategy, management with the employees, human resources management, processes management, measuring the customers/ consumers’ contentment, society influence, measurement of the business results etc. Through all these criteria the position of the Macedonian companies when competing the European Quality Award was also measured. All these elements have not been a subject of interest in our country, remaining unrecognized, which on the other hand could become a significant fact regarding the existing quality system in the Macedonian companies and would indicate the strategic importance for continued improvement. A special attention is given to the collecting of the entering data included in the research. As an instrument there was a questionnaire used that was designed to give an accurate analysis in a manner of entire and correct fulfilling. At the same time there were some direct contact made with the top management and the employees, in order to depict the authenticity of the questionnaire and to present the realistic condition of the companies. The data received from the research are processed with adequate mathematical-statistical methods. Pareto analysis was used for frequency as well as for analysis in order to calculate the involvement of certain answers in percentages. The data received from the research and the proposal of the integral methodology for designing and implementing of TQM system are designed in turn to help and present useful directions to all Macedonian companies tending to become “world class” organizations. This means that those companies should respect TQM philosophy and strategy, to achieve an integration of the informatics technology by internal standardization, methods and techniques for flawless production, system for costs analyses; and with the continued education and motivation of the employees to provide a competitive preference. The basis in the creation of this model is the redesign i.e. the reengineering of the business processes which afterword begins as a new phase of the business performance – continued improvement, rolling of Deming’s Quality Circle (Plan-Do-Check-Act). The model-methodology that is being proposed in this paper in integral and universal which means that is applicable to all companies regardless of the business area they belong to. Part of the proposed methods for subsystems of the quality house are already implied and tested into practice to some companies from different business sections that have shown positive outcome which refers to the fact that the proposed methodology is applicable in practice. To that purpose QC-CE (Quality Cycle & Cause and Effect) model was used during the designing of the standard operative procedures given in a block diagram formats that might deal with the business processes within the business companies in a way that will determine the obligations and responsibilities of the participants in the planning, realization, controlling and amending (PDCA) exactly. During the designing of the standard operative procedures, a proper methodology for the methods and techniques of statistical processing control for flawless production and methodology for costs’ optimizations was used. The Ishikawa method, Pareto accesses same as the trend card, control card and correlation analysis that were used too. Those methods have given same effects to different companies which show that they could be used in different business branches. As of the results gained from this research it is indicated that with the implementation and SPC methodology for costs’ optimizing the defined quality and improved productivity can be achieved but with minor expenses in the work performance. QC-CE-Pyramid model was used during the design of the information system for quality according to which the system is being realized throughout the Deming’s Circle (PDCA) and Ishikawa access: who, what, to whom it suits well in the company’s pyramid hierarchy. As of the research in this paper it was confirmed that: • with the implementation of the internal standardization the responsibility of the employees during the realization of the business processes is improved; • with the implementation of the statistical methods and techniques the defects in the work performance are reduced; • with the usage of the software packages the efficiency in the usage of the statistical methods and techniques is increased; • Through analysis of the quality costs the loss can be controlled and be brought to minimum regarding the expense of materials and energy. Without the dedication of the top management towards the given aims for quality and sequence within their implementation all the effort would become just a waste of time and finance and at the same time will reduce the possibility to succeed in the next initiative of such kind. It should be emphasized that the assets of the implementation of this model cannot be seen at once but further on. But it shouldn’t be the reason to abort the starting initiative because the quality is a long-term process. The assets of the implementation of this type of model is not only an increase of the dedication of top management and the employees towards the processes, but a contentment of the buyers, employees, brokers, delivery services, community as well as the increasing of the business results of the companies which further on will serve as an operative power for continued improvements and development. Besides all, it should be taken into consideration that without the knowledge into these fields and continued education starting from the managers, and to all employees further on, this methodology could not be used, and besides that the given assets from the quality system could not be evaluated. Besides the education, the motivation becomes a significant power for realization of the TQM system. Keywords: quality, system, TQM, internal standardization, SPC, costs, education and motivation, methodology, continued improvement, information system.

Item Type: Thesis (PhD)
Subjects: Social Sciences > Economics and business
Natural sciences > Other natural sciences
Divisions: Faculty of Tourism and Business Logistics
Depositing User: Elizabeta Mitreva
Date Deposited: 23 Jan 2013 12:10
Last Modified: 23 Jan 2013 12:10
URI: http://eprints.ugd.edu.mk/id/eprint/4900

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