Factors affecting Quality

The following factors affect the quality of any product or services:

 Management. The concept of quality management starts from the top
management. It is the top management which initiates the quality concept in an
organization. For this purpose, the top management creates a culture in the
organization where everybody is responsible for the quality. The commitment for
quality is must from top management side.
 Dedicated Employees. Every employee is responsible for the quality planning,
quality production, quality delivery, quality after-sale service etc.
 Suppliers. Suppliers supply machines and raw material to the company. As for
example Diego Silang plant receives raw material and other component supplies
from more than 600 suppliers. So, we can say that the suppliers play an
important role as far as quality of product is concerned.

Quality Management

Quality management includes all the functions of the organization to design and provide
quality products and services which fulfils the needs of the customers and generate
ultimate satisfaction. The core concept of quality management is quality planning,
quality
controlling and quality improvement. The traditional approach of quality management
covers typical inspection aspect and the ‘do it right from the first time’ concept. The
modern quality management covers all the concepts given by thinkers called Quality
Gurus like W. Edwards Deming, Philip B. Crosby, Armand V. Feigenbaum, Kaoru
Ishikawa, Joseph M. Juran and Genichi Taguchi etc.

Quality Planning

The first and foremost step in quality planning is to plan and know who your customer
is,
and what are his needs and wants. After optimizing the product or service features, the
organization designs and develops the product or service. The next step is to
standardize
the processes so that the products or services can be standardized. The consistent
production of desired quality products and services require high involvement and
contribution of employees in planning.

Quality Control

It is a very important step in quality management. It requires extensive, proper, and

consistent training of employees so that errors can be controlled. Inconsistency in
products and services can be avoided by using Statistically Process Control techniques.

Total Quality Management

Total Quality Management is mainly concerned with continuous improvement in all

work. It is a long-term planning. It is the consistent improvement in the quality. It is a
never-ending process. Total Quality Management consists of three words: Total, Quality
and Management.
 Total. Makeup of the whole.
 Quality. Degree of excellence a product or service provides.
 Management. It is a process of planning, organizing, directing, and controlling.

Therefore, TQM is the art of managing the whole to achieve excellence. TQM covers all
the set rules, regulations, guidelines and principles that contribute to improving the
organization continuously. It is a continuous process of improvement for individuals,
groups of people and the whole organization. It is the application of quantitative
methods
and human resources to improve all the processes within an organization to satisfy the
needs of customers consistently. TQM integrates all the fundamental management
techniques, existing improvement efforts, and technical tools under a disciplined
approach. It covers the most quality principles and practices proposed by quality gurus.
Total Quality Management (TQM) is a management approach for an organization,
centered on quality, based on the participation and commitment of all the internal and
external customers and aiming at strategically long-term success through customer
satisfaction, and benefits to all members of the organization and to society. Total Quality
Management (TQM) is a top-management strategy aimed at embedding awareness of
quality in all organizational processes. Total Quality Management is a total system
approach, and it is an integral part of the strategic decision making of the top
management. It works horizontally across all the functions and departments. It involves
all the employees of three levels, i.e., top level, middle level and bottom level. It extends
backward and forward and covers supply chain management as well as logistics
management also. So, we can say that it is a consistent effort by everyone in the
organization to meet the expectations of the customers leading 100 per cent
satisfaction. TQM requires that the company maintain the 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.

Characteristics / Nature of TQM

 TQM Starts from Top Management. The quality concept is initiated by the top
management. The whole credit of the initiation of total quality management goes
to the top management. Only the top management can create an environment
that develops team-oriented environment and creates quality-oriented culture
that can prevent problems and continually improve.
 It is a Consistent Process. To produce quality product and service is not an easy
job. Sometimes it takes years to give the desired results. All the employees must
work consistently as a team in one direction to improve all the processes in the
organization.
 It is a Part of Strategic Planning and Thinking. TQM policy is a long-term
planning. The quality policy must be the part of strategic planning to get the
desired results.
 It is Customer Focused / Oriented. The result of TQM is complete satisfaction of
customers by giving them quality products and services. It is possible only when
TQM programmed is customer centric.
 It is a Teamwork. Success in terms of standard quality is possible only when the
organizations have a culture of team formation, and the employees work in
teams and give their maximum. Teams can be formed vertically and horizontally.
When top management is involving the lower-level employees it is vertically and
when the different departmental employees are involved then it is horizontally
(employees of marketing, sales, production, and finance departments are
working for critical and complex projects). Teams are inter-organizational when
the employees of other organizations are involved (like employees of banks,
suppliers, audit companies, consultants etc.
 It is Related with Consistent Improvement of Quality. To deliver quality products
and services is not an easy job. All the processes must be developed and
standardized by consistent improvement.
 Every Employee is Involved in Quality Improvement Aspect. All the employees
internal as well as external are involved in the TQM program. Internal employees
include all the employees included from top to bottom and external employees
are suppliers, banks and other institutions which are involved in the TQM
process.
 Every Employee is Responsible for the Success of TQM. If all the employees are
determined and committed for the quality products and services, then only quality
could be delivered.

The TQM Practices Followed by Multinational Companies. All the MNC’s like Sony,
Toyota, Xerox, Motorola follow the Total Quality Management practices. The salient
features of TQM approach followed by the best companies are as following:
 The companies create a sense of an environment of mutual trust, respect, and
dignity.
 The management act immediately on new ideas and suggestions.
 The companies are meeting and exceeding customers’ requirements and
expectations on consistent basis.
 The companies hear and learn from the dissatisfied/unhappy customers and
responsible for complete customer satisfaction.
 The companies are committed to their both internal as well as external
employees.
 They know the value of workers’ involvement and intensive training.
 The companies develop the teams to have broad decision –making powers and
responsibilities.
 They apologize for the complaints.
 The companies know that labor-management relations could do more for quality
and productivity.
 The companies empower their employees to make them responsible.
 The companies implement statistical process control and monitor defect rates.