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NAME – AKAR JAGDISHCHANDRA DALAL
NJIT ID – 31167726
IE- 673- 104 TQM
SUBMITTED TO - PROF. PAUL.G.RANKY
ASSIGNMENT-1
1. What is Quality?
Ø Quality is an approach to doing business that attempts to maximize the competitiveness of an organization through the continual improvement of the quality of its products, services, people, processes and environments.
Ø Quality involves meeting or exceeding customer expectations.
Ø Quality is an ever-changing state.
Dimensions of Quality
The quality characteristics of a typical product are multidimensional because products provide satisfaction and value to customers in many ways. Some characteristics are quantitative, while some are qualitative. The specific quality dimensions that are relevant to the customers vary from product to product, but we can categorize them into the following groups.
1. Performance - Primary operating characteristics that determine how well the product performs the intended function.
2. Feature - Qualities that appeal to the customer.
3. Durability - How long the product performs acceptably until repair is needed and the overall usable life of the product.
4. Reliability - How consistently the product performs at an acceptable level under normal maintenance.
5. Serviceability - The frequency, expense and difficulty of actions required keeping the product operating at the desired level of performance.
6. Aesthetics - How the product looks.
7. Conformance - Degree to which a product or service meets its specifications.
8. Uniformity - Degree of variations among different products of the same type.
9. Safety - Measures the likelihood of harm from a good or service, its impact on health and the environment.
10. Timeliness - The timeliness for providing the product or service.
11. Customer Service - Treatment received by the customer relating to the product before, during and after completion of the sales transaction.
12. Environment Friendly - This attribute has both societal aspects and is individual specific.
2. What is Total Quality Management (TQM)?
TQM is a management philosophy which seeks to integrate all organizational functions like marketing, finance, design, engineering, Production, customer service to focus on meeting customer needs and organizational objectives. It views organizations as a collection of processes. It maintains that organizations must strive to continuously improve these processes by incorporating the knowledge and experiences of workers.
Some Basic Tenets of TQM
1. The customer determines quality.
2. Improving quality requires the establishment of effective quality metrics. We must speak with data not just opinions.
3. People working within systems create quality.
4. Quality is a moving target. It requires a commitment toward sustained continuous improvement.
5. Prevention not detection is the key to producing high quality. We must design quality into products and reduce variability.
6. Top Management must provide leadership and support for all quality initiatives.
3. How can we achieve organizational excellence with quality?
Ø The total quality approach seeks to improve everything all the time forever. This means that it encompasses continually improving (1) how well people are able to do their jobs, (2) how well processes perform, and (3) the quality of products and services provided by the people and Processes. To achieve total quality, it is necessary to focus more on solving problems and continually improving and less on blaming individuals for problems.
Ø The overall framework, shown below, is concerned with setting the direction for the organization (top left three boxes), managing processes, and then moving through the framework, left to right, to measure and improve performance
Ø Total quality is all about constantly improving the quality of products, processes, services, and costs. Organizations that apply effectively total quality approach to management are most likely to achieve organization excellence.
4. What is the Deming cycle?
Ø W. Edwards Deming in the 1950's proposed that business processes should be analyzed and measured to identify sources of variations that cause products to deviate from customer requirements. He recommended that business processes be placed in a continuous feedback loop so that managers can identify and change the parts of the process that need improvements.
Ø It was developed to link the production of a product with consumer needs and focus the resources of all departments (research, design, production, and marketing) in a cooperative effort to meet those needs. The Deming Cycle proceeds as follows:
1. Conduct consumer research and use it in planning the product (plan).
2. Produce the product (do).
3. Check the product to make sure it was produced in accordance with the plan (check).
4. Market the product (act).
5. Analyze how the product is received in the marketplace
Ø Deming's focus was on industrial production processes, and the level of improvements he sought was on the level of production. In the modern post-industrial company, these kinds of improvements are still needed but the real performance drivers often occur on the level of business strategy.
5. What are the most common errors when starting quality initiatives?
A quality system is composed of the standards and procedures that are developed to ensure that the level of quality desired is repeated in every unit of a product or service. This portion of the quality system is very concrete and can be measured and managed. Before you start, your organization should establish a core team to carry the performance system design process forward. But there are some common errors which companies often make when starting quality initiatives. They are as follows
Ø Senior management delegation and poor leadership: Delegating responsibility to a hired expert rather than getting everyone involved.
Ø Team mania: Rushing and putting everyone in teams before learning has occurred and the corporate culture has changed will create problems rather than solve problems.
Ø Deployment process: Some organizations develop quality initiatives without concurrently developing a plan for integrating them into all elements of the organization (operations, budgeting, marketing, etc.).
Ø Taking a narrow, dogmatic approach: Even the experts encourage organizations to tailor quality programs to their individual needs.
Ø Confusion about the differences among education, awareness, inspiration, and skill building: In order for the people to do their part in making the total quality approach work, they must have the skills. Helping them develop the skills must be a part of the transformation
6. Explain the cost of poor quality?
Few things affect an organization’s ability to compete in the global marketplace more than the costs associated with poor quality. When an organization does what is necessary to improve its performance by reducing deficiencies in key areas (cycle time, warranty costs, scrap and rework, on-time delivery, billing, etc.), it can reduce overall costs without eliminating essential services, functions, product features, and personnel. Reducing the costs associated with poor quality is mandatory for companies that hope to compete in the global marketplace. Reducing such costs is one of the principal drivers behind the total quality concept of continual improvement.
The following steps can be used to measure the costs of poor quality so that selected improvement projects have the highest priority:
1. Identify all activities that exist only or primarily because of poor quality.
2. Decide how to estimate the costs of these activities.
3. Collect data on these activities and make the cost estimates.
4. Analyze the results and take necessary corrective actions in the proper order of priority.
Ø Reducing the cost of poor quality reduces all other costs-product costs, the cost of doing business, and so on. This in turn, improves the superior value equation: quality, cost, and service
Ø Companies in the United States have had to learn the hard way that the key to winning in the global marketplace is consistently providing superior value for customers. Superior value consists of superior quality, cost, and service. By the time this realization set in, the U.S. companies in such sectors as automobiles and consumer electronics had lost substantial market share to their competitors in Japan, Korea, and such emerging industrial nations as China and Indonesia.
Ø Tangible and intangible are two types of cost of poor quality (COPQ). The cost of rework, inspection, scrap, warranty and rejection refers to the tangible cost. Decrease in sales, late delivery, annoyed customer, excess inventory handling cost, engineering changes cost refers to the intangible cost. We can reduce or eliminate the cost of poor quality (COPQ) by making changes in man, machine, method, management, or the environment.
Ø We need to improve in one or many of these categories to eliminate or reduce the cost of poor quality (COPQ). This cost of fixing or replacement is called the Cost of Poor Quality (COPQ). Tangible costs are easy to measure and Intangible costs are difficult to measure. Cost of Poor Quality (COPQ) decreases with the use of six sigma level.
7. What are the quality characteristics of world-class organizations?
It is often said that only “world-class” organizations can compete in the global marketplace. But what is a world-class organization? In an attempt to answer this question, the American Management Association (AMA) conducted a global survey. 4 According to this survey, the following are the top 15 areas in which organizations are concerned about doing well as they attempt to compete in the global marketplace:
1. Customer service
2. Quality control and assurance
3. Research and development
4. Acquiring new technologies
5. Innovation
6. Team-based approach (adopting and using effectively)
7. Best practices
8. Manpower planning
9. Environmentally sound practices
10. Business partnerships and alliances
11. Re-engineering of processes
12. Mergers and acquisitions
13. Outsourcing and contracting
14. Reliance on consulting services
15. Political lobbying
Customer service, quality control and assurance, innovation, team-based approach to work, partnerships and alliances, and
re-engineering of processes are all topics that figure prominently in any discussion of total quality. In addition to these issues, the AMA survey found that respondents were concerned about a number of human resources topics. The 10 most important of these are as follows:
1. Worker productivity (improvement)
2. Employee training and development
3. Open communication between management and employees
4. Employee benefits and perquisites
5. Codes of workplace conduct
6. Conflict resolution
7. Employee satisfaction
8. Flextime arrangements
9. Management–employee–union relations
10. Child care
The AMA survey identified numerous quality related concerns and functions that organizations must do well if they hope to compete globally. Worker productivity, employee training and development, codes of workplace conduct, conflict resolution, employee satisfaction, and management–employee–union relations are all total quality-related topics that are addressed to have world class Organization.
8. Responsibility and total quality
Ø Ethics is about doing the right thing within a moral framework. In other words, it is the practical application of morality
Ø The total quality approach cannot be successfully implemented in an organization that fails to subscribe to high standards of ethical behavior. This is because ethical behavior builds trust, and trust is an essential ingredient in total quality.
Ø The various elements of total quality that depend on trust are communication, interpersonal relations, conflict management, problem solving, teamwork, employee involvement and empowerment, and customer focus.
Ø Part of ethical behavior is accepting responsibility. This is critical in the modern workplace because employees are drawn from a society that, as a rule, shuns responsibility which is why ours has become such a litigious society.
Ø People want to blame others for their own shortcomings and failures. Modern society has evolved into one that focuses on rights but ignores the responsibilities that must accompany those rights. Passing blame has become commonplace.
Ø In a total quality setting, people are responsible for their actions and accountable for their performance. Accepting responsibility helps build trust, integrity, and all the other elements of ethics that are so important in a total quality environment.
Ø TQM is built on a foundation of ethics, integrity and trust. It fosters openness, fairness and sincerity and allows involvement by everyone. This is the key to unlocking the ultimate potential of TQM. These three elements move together, however, each element offers something different to the TQM concept.
1. Ethics – Ethics is the discipline concerned with good and bad in any situation. It is a two-faceted subject represented by organizational and individual ethics. Organizational ethics establish a business code of ethics that outlines guidelines that all employees are to adhere to in the performance of their work. Individual ethics include personal rights or wrongs.
2. Integrity – Integrity implies honesty, morals, values, fairness, and adherence to the facts and sincerity. The characteristic is what customers (internal or external) expect and deserve to receive. People see the opposite of integrity as duplicity. TQM will not work in an atmosphere of duplicity.
3. Trust – Trust is a by-product of integrity and ethical conduct. Without trust, the framework of TQM cannot be built. Trust fosters full participation of all members. It allows empowerment that encourages pride ownership and it encourages commitment. It allows decision making at appropriate levels in the organization, fosters individual risk-taking for continuous improvement and helps to ensure that measurements focus on improvement of process and are not used to contend people. Trust is essential to ensure customer satisfaction. So, trust builds the cooperative environment essential for TQM.
9. Discuss some models for ethical quality decisions
In a total quality organization, all stakeholders-external and internal-have a say in establishing and judging the corporate values. Consequently, it is important to select a model that will withstand the scrutiny of all stakeholders. Having done so, an organization should stick with its model and apply it consistently. The most widely used models are as follows:
Ø Categorical imperative model- The categorical imperative model is also known as the black-and-white model .With this model, right is right, wrong is wrong, and there are no gray areas.
Ø Full-disclosure model- This model has the advantage of applying the values of stakeholders in deciding what is ethical. The stakeholders are involved in decision making and taking, only when this happens is when this model becomes successful
Ø Doctrine of the mean model-In this model, the mean refers to the average or middle point between two extremes. Translated for practical application, this model suggests that in any situation, a moderate middle-ground option is likely to be an ethical option.
Ø Golden Rule model- This model is based on the Golden Rule: “Do unto others as you would have them do unto you.” It is one of the most popular models in Western society. Like the full-disclosure model, it takes the viewpoints of stakeholders into account in deciding what is ethical.
Ø Market-ethic model- This model is based on the belief that any legal action that promotes profitability is ethical. Proponents of this model profess that the purpose of a business is to make a profit. Consequently, what is ethical should be decided within a framework of profit and loss.
Ø Organizational ethic model- This model is based on loyalty to the organization. Its underlying premise is that the most ethical decision is the one that best serves the organization’s interests.
Ø Equal freedom model- People are allowed to take decisions on their own as and until it’s not hurting the stakeholders
Ø Proportionality ethic model- This model is based on the assumption that the world is so complex that decisions are seldom clearly right or wrong. Consequently, the best an organization can do is to make sure that the good outweighs the bad when making decisions.
Ø Professional ethic model-If professionals and board agrees with your point of view then this model holds.
10. What is the engineering manager’s role in quality ethics?
Chiefs and experts in associations are in charge of finishing and really give a case of moral conduct. They are in charge of making high moral measures, setting a reliably positive case of surpassing those gauges, and acting instantly when they watch untrustworthy conduct. There are three methodologies in doing these obligations by building administrators and experts.
Best-Ratio Approach-The best-degree methodology is a commonsense methodology which says that individuals are essentially great, that in right circumstance they will carry on morally, and that under particular conditions they can be determined to dishonest conduct. Consequently, supervisors ought to do everything conceivable to make conditions that advance moral conduct and attempt to keep up the best conceivable degree of great choices to terrible choices and moral conduct to untrustworthy conduct. In difficult times, directors ought to take the choice which will do the most useful for the vast majority. This methodology is likewise called as situation morals.
Black and White Approach- The high contrast methodology says right will be correct, wrong will be wrong, and conditions are superfluous. The administrator's occupation is to settle on moral choices and complete them. It additionally to help representatives carry on morally paying little heed to circumstances. At the point when troublesome choices must be made, supervisors ought to settle on reasonable and unbiased decisions paying little heed to the result and make the best decision without sympathy toward transient circumstances.
Full Potential Approach- With the maximum capacity approach, choices made are taking into account how they will influence the capacity of those included to attain to their maximum capacity. Individuals are in charge of understanding their maximum capacity inside the bounds profound quality. Decisions that can attain to this objective without encroaching on the privileges of others are viewed as moral.
The estimations of the association and chief will choose which approach is utilized. The particular case that is best could be wrangled finally without being determined and can be examined just inside the connection of a qualities framework
REFERENCES
http://www.businessballs.com/dtiresources/TQM_implementation_blueprint.pdf
http://balancedscorecard.org/Resources/Articles-White-Papers/The-Deming-Cycle
http://www.isixsigma.com/methodology/total-quality-management-tqm/eight-elements-tqm/
Quality Management for Organizational Excellence; Introduction to Total Quality by David L. Goetsch and Stanley Davis
SOCIAL NETWORKING ARTICLES - EXECUTIVE SUMMARIES
1. Ford Self-Driving Cars on the cheap
Ford has discovered another path on enhancing the expense of making self-driving cars. This innovation of self- driving cars is not being used today, however has been scrutinized my numerous automotive and innovation organizations including Google. The innovation of self-driving cars obliges that autos be fitted with numerous sensors and radar abilities to perform this driver-less undertaking. Ford has discovered a method for maintaining a strategic distance from these unreasonable sensors by utilizing a basic cam alongside 3-D maps and calculations incorporate with every vehicle. Ford research development team guarantees that this system provides for them centimeter exactness for a large number of dollars not exactly conventional laser strategies. They have expressed that "The key is to make a continuous heading toward oneself guide by making a huge number of correlations every second between an overview 3-D guides put away in the cars framework or streamed over the cell system."
2. Drones and wearable's App store launches
Canonical Ltd. the makers of Ubuntu Linux developed an alternate IOT App Store that is phenomenally for devices that have no practical customer interface (GUI). This App Store is striving for robots and robots and could be especially useful for step by step of affection like taking pictures of yours while you are on a vacation, filming an event then again mixing a glass coffee using a kitchen robot. The association states the application store will give OS programming to your device and the applications for any contraption will be available on the application store. Designers will use essential old Ubuntu to make applications for the contraptions. They have in like manner stamped on the best planners in the business segment of cloud based applications like Google and Amazon. The association requires the creators to test in every locale reaching out from shrewd refrigerators to set top boxes. For App engineers Ubuntu Core is open as open source to both ARM and X-86 structural building devices. Ubuntu is really remarkable in various fields in the business, which it should be if they have to do incredible business, the association has tremendous courses of action for them checked up within the near future which consolidates bouncing into the viably thick smartphone market.
3. Mobile payments to be hot topic at mobile world congress 2015
Apple introduced its organization called Apple Pay a year prior at the iPhone 6 dispatch event which clearly makes a point that we are readied to wander into the destiny of basic and trouble free portions. The current year's compact congress which will be held at Barcelona will see different cell titans contributing extensively more vitality to make this organization extraordinary all far and wide. Google gave the thought Host Card Emulation (HCE) and starting now and into the foreseeable future the thought has been creating standard among a couple of businesses to attain to further under the control of the clients. In light of both of the tech Goliath adequately in the business various creators will be showcasing their handsets, which will use the NXP's PN66T module. Apple pay basically needs to get in line for Apple to help their cards, pay the setup cost likewise some commission on every exchange. That is the reason Google is putting forth their nexus cellphones arrangement. Presentation of PN66T SOC could offer way to various makers to present devices outfitted with this SOC. 2015 is the year that versatile installment would be standard organization for most customers and industry finds a basic way to complete this, making portions straightforward with one touch at online and retail checkouts.
All comments on these articles are on Moodle.
ARTICLE-1 DISCUSSION
NJIT ID – 31167726
IE- 673- 104 TQM
SUBMITTED TO - PROF. PAUL.G.RANKY
ASSIGNMENT-1
1. What is Quality?
Ø Quality is an approach to doing business that attempts to maximize the competitiveness of an organization through the continual improvement of the quality of its products, services, people, processes and environments.
Ø Quality involves meeting or exceeding customer expectations.
Ø Quality is an ever-changing state.
Dimensions of Quality
The quality characteristics of a typical product are multidimensional because products provide satisfaction and value to customers in many ways. Some characteristics are quantitative, while some are qualitative. The specific quality dimensions that are relevant to the customers vary from product to product, but we can categorize them into the following groups.
1. Performance - Primary operating characteristics that determine how well the product performs the intended function.
2. Feature - Qualities that appeal to the customer.
3. Durability - How long the product performs acceptably until repair is needed and the overall usable life of the product.
4. Reliability - How consistently the product performs at an acceptable level under normal maintenance.
5. Serviceability - The frequency, expense and difficulty of actions required keeping the product operating at the desired level of performance.
6. Aesthetics - How the product looks.
7. Conformance - Degree to which a product or service meets its specifications.
8. Uniformity - Degree of variations among different products of the same type.
9. Safety - Measures the likelihood of harm from a good or service, its impact on health and the environment.
10. Timeliness - The timeliness for providing the product or service.
11. Customer Service - Treatment received by the customer relating to the product before, during and after completion of the sales transaction.
12. Environment Friendly - This attribute has both societal aspects and is individual specific.
2. What is Total Quality Management (TQM)?
TQM is a management philosophy which seeks to integrate all organizational functions like marketing, finance, design, engineering, Production, customer service to focus on meeting customer needs and organizational objectives. It views organizations as a collection of processes. It maintains that organizations must strive to continuously improve these processes by incorporating the knowledge and experiences of workers.
Some Basic Tenets of TQM
1. The customer determines quality.
2. Improving quality requires the establishment of effective quality metrics. We must speak with data not just opinions.
3. People working within systems create quality.
4. Quality is a moving target. It requires a commitment toward sustained continuous improvement.
5. Prevention not detection is the key to producing high quality. We must design quality into products and reduce variability.
6. Top Management must provide leadership and support for all quality initiatives.
3. How can we achieve organizational excellence with quality?
Ø The total quality approach seeks to improve everything all the time forever. This means that it encompasses continually improving (1) how well people are able to do their jobs, (2) how well processes perform, and (3) the quality of products and services provided by the people and Processes. To achieve total quality, it is necessary to focus more on solving problems and continually improving and less on blaming individuals for problems.
Ø The overall framework, shown below, is concerned with setting the direction for the organization (top left three boxes), managing processes, and then moving through the framework, left to right, to measure and improve performance
Ø Total quality is all about constantly improving the quality of products, processes, services, and costs. Organizations that apply effectively total quality approach to management are most likely to achieve organization excellence.
4. What is the Deming cycle?
Ø W. Edwards Deming in the 1950's proposed that business processes should be analyzed and measured to identify sources of variations that cause products to deviate from customer requirements. He recommended that business processes be placed in a continuous feedback loop so that managers can identify and change the parts of the process that need improvements.
Ø It was developed to link the production of a product with consumer needs and focus the resources of all departments (research, design, production, and marketing) in a cooperative effort to meet those needs. The Deming Cycle proceeds as follows:
1. Conduct consumer research and use it in planning the product (plan).
2. Produce the product (do).
3. Check the product to make sure it was produced in accordance with the plan (check).
4. Market the product (act).
5. Analyze how the product is received in the marketplace
Ø Deming's focus was on industrial production processes, and the level of improvements he sought was on the level of production. In the modern post-industrial company, these kinds of improvements are still needed but the real performance drivers often occur on the level of business strategy.
5. What are the most common errors when starting quality initiatives?
A quality system is composed of the standards and procedures that are developed to ensure that the level of quality desired is repeated in every unit of a product or service. This portion of the quality system is very concrete and can be measured and managed. Before you start, your organization should establish a core team to carry the performance system design process forward. But there are some common errors which companies often make when starting quality initiatives. They are as follows
Ø Senior management delegation and poor leadership: Delegating responsibility to a hired expert rather than getting everyone involved.
Ø Team mania: Rushing and putting everyone in teams before learning has occurred and the corporate culture has changed will create problems rather than solve problems.
Ø Deployment process: Some organizations develop quality initiatives without concurrently developing a plan for integrating them into all elements of the organization (operations, budgeting, marketing, etc.).
Ø Taking a narrow, dogmatic approach: Even the experts encourage organizations to tailor quality programs to their individual needs.
Ø Confusion about the differences among education, awareness, inspiration, and skill building: In order for the people to do their part in making the total quality approach work, they must have the skills. Helping them develop the skills must be a part of the transformation
6. Explain the cost of poor quality?
Few things affect an organization’s ability to compete in the global marketplace more than the costs associated with poor quality. When an organization does what is necessary to improve its performance by reducing deficiencies in key areas (cycle time, warranty costs, scrap and rework, on-time delivery, billing, etc.), it can reduce overall costs without eliminating essential services, functions, product features, and personnel. Reducing the costs associated with poor quality is mandatory for companies that hope to compete in the global marketplace. Reducing such costs is one of the principal drivers behind the total quality concept of continual improvement.
The following steps can be used to measure the costs of poor quality so that selected improvement projects have the highest priority:
1. Identify all activities that exist only or primarily because of poor quality.
2. Decide how to estimate the costs of these activities.
3. Collect data on these activities and make the cost estimates.
4. Analyze the results and take necessary corrective actions in the proper order of priority.
Ø Reducing the cost of poor quality reduces all other costs-product costs, the cost of doing business, and so on. This in turn, improves the superior value equation: quality, cost, and service
Ø Companies in the United States have had to learn the hard way that the key to winning in the global marketplace is consistently providing superior value for customers. Superior value consists of superior quality, cost, and service. By the time this realization set in, the U.S. companies in such sectors as automobiles and consumer electronics had lost substantial market share to their competitors in Japan, Korea, and such emerging industrial nations as China and Indonesia.
Ø Tangible and intangible are two types of cost of poor quality (COPQ). The cost of rework, inspection, scrap, warranty and rejection refers to the tangible cost. Decrease in sales, late delivery, annoyed customer, excess inventory handling cost, engineering changes cost refers to the intangible cost. We can reduce or eliminate the cost of poor quality (COPQ) by making changes in man, machine, method, management, or the environment.
Ø We need to improve in one or many of these categories to eliminate or reduce the cost of poor quality (COPQ). This cost of fixing or replacement is called the Cost of Poor Quality (COPQ). Tangible costs are easy to measure and Intangible costs are difficult to measure. Cost of Poor Quality (COPQ) decreases with the use of six sigma level.
7. What are the quality characteristics of world-class organizations?
It is often said that only “world-class” organizations can compete in the global marketplace. But what is a world-class organization? In an attempt to answer this question, the American Management Association (AMA) conducted a global survey. 4 According to this survey, the following are the top 15 areas in which organizations are concerned about doing well as they attempt to compete in the global marketplace:
1. Customer service
2. Quality control and assurance
3. Research and development
4. Acquiring new technologies
5. Innovation
6. Team-based approach (adopting and using effectively)
7. Best practices
8. Manpower planning
9. Environmentally sound practices
10. Business partnerships and alliances
11. Re-engineering of processes
12. Mergers and acquisitions
13. Outsourcing and contracting
14. Reliance on consulting services
15. Political lobbying
Customer service, quality control and assurance, innovation, team-based approach to work, partnerships and alliances, and
re-engineering of processes are all topics that figure prominently in any discussion of total quality. In addition to these issues, the AMA survey found that respondents were concerned about a number of human resources topics. The 10 most important of these are as follows:
1. Worker productivity (improvement)
2. Employee training and development
3. Open communication between management and employees
4. Employee benefits and perquisites
5. Codes of workplace conduct
6. Conflict resolution
7. Employee satisfaction
8. Flextime arrangements
9. Management–employee–union relations
10. Child care
The AMA survey identified numerous quality related concerns and functions that organizations must do well if they hope to compete globally. Worker productivity, employee training and development, codes of workplace conduct, conflict resolution, employee satisfaction, and management–employee–union relations are all total quality-related topics that are addressed to have world class Organization.
8. Responsibility and total quality
Ø Ethics is about doing the right thing within a moral framework. In other words, it is the practical application of morality
Ø The total quality approach cannot be successfully implemented in an organization that fails to subscribe to high standards of ethical behavior. This is because ethical behavior builds trust, and trust is an essential ingredient in total quality.
Ø The various elements of total quality that depend on trust are communication, interpersonal relations, conflict management, problem solving, teamwork, employee involvement and empowerment, and customer focus.
Ø Part of ethical behavior is accepting responsibility. This is critical in the modern workplace because employees are drawn from a society that, as a rule, shuns responsibility which is why ours has become such a litigious society.
Ø People want to blame others for their own shortcomings and failures. Modern society has evolved into one that focuses on rights but ignores the responsibilities that must accompany those rights. Passing blame has become commonplace.
Ø In a total quality setting, people are responsible for their actions and accountable for their performance. Accepting responsibility helps build trust, integrity, and all the other elements of ethics that are so important in a total quality environment.
Ø TQM is built on a foundation of ethics, integrity and trust. It fosters openness, fairness and sincerity and allows involvement by everyone. This is the key to unlocking the ultimate potential of TQM. These three elements move together, however, each element offers something different to the TQM concept.
1. Ethics – Ethics is the discipline concerned with good and bad in any situation. It is a two-faceted subject represented by organizational and individual ethics. Organizational ethics establish a business code of ethics that outlines guidelines that all employees are to adhere to in the performance of their work. Individual ethics include personal rights or wrongs.
2. Integrity – Integrity implies honesty, morals, values, fairness, and adherence to the facts and sincerity. The characteristic is what customers (internal or external) expect and deserve to receive. People see the opposite of integrity as duplicity. TQM will not work in an atmosphere of duplicity.
3. Trust – Trust is a by-product of integrity and ethical conduct. Without trust, the framework of TQM cannot be built. Trust fosters full participation of all members. It allows empowerment that encourages pride ownership and it encourages commitment. It allows decision making at appropriate levels in the organization, fosters individual risk-taking for continuous improvement and helps to ensure that measurements focus on improvement of process and are not used to contend people. Trust is essential to ensure customer satisfaction. So, trust builds the cooperative environment essential for TQM.
9. Discuss some models for ethical quality decisions
In a total quality organization, all stakeholders-external and internal-have a say in establishing and judging the corporate values. Consequently, it is important to select a model that will withstand the scrutiny of all stakeholders. Having done so, an organization should stick with its model and apply it consistently. The most widely used models are as follows:
Ø Categorical imperative model- The categorical imperative model is also known as the black-and-white model .With this model, right is right, wrong is wrong, and there are no gray areas.
Ø Full-disclosure model- This model has the advantage of applying the values of stakeholders in deciding what is ethical. The stakeholders are involved in decision making and taking, only when this happens is when this model becomes successful
Ø Doctrine of the mean model-In this model, the mean refers to the average or middle point between two extremes. Translated for practical application, this model suggests that in any situation, a moderate middle-ground option is likely to be an ethical option.
Ø Golden Rule model- This model is based on the Golden Rule: “Do unto others as you would have them do unto you.” It is one of the most popular models in Western society. Like the full-disclosure model, it takes the viewpoints of stakeholders into account in deciding what is ethical.
Ø Market-ethic model- This model is based on the belief that any legal action that promotes profitability is ethical. Proponents of this model profess that the purpose of a business is to make a profit. Consequently, what is ethical should be decided within a framework of profit and loss.
Ø Organizational ethic model- This model is based on loyalty to the organization. Its underlying premise is that the most ethical decision is the one that best serves the organization’s interests.
Ø Equal freedom model- People are allowed to take decisions on their own as and until it’s not hurting the stakeholders
Ø Proportionality ethic model- This model is based on the assumption that the world is so complex that decisions are seldom clearly right or wrong. Consequently, the best an organization can do is to make sure that the good outweighs the bad when making decisions.
Ø Professional ethic model-If professionals and board agrees with your point of view then this model holds.
10. What is the engineering manager’s role in quality ethics?
Chiefs and experts in associations are in charge of finishing and really give a case of moral conduct. They are in charge of making high moral measures, setting a reliably positive case of surpassing those gauges, and acting instantly when they watch untrustworthy conduct. There are three methodologies in doing these obligations by building administrators and experts.
Best-Ratio Approach-The best-degree methodology is a commonsense methodology which says that individuals are essentially great, that in right circumstance they will carry on morally, and that under particular conditions they can be determined to dishonest conduct. Consequently, supervisors ought to do everything conceivable to make conditions that advance moral conduct and attempt to keep up the best conceivable degree of great choices to terrible choices and moral conduct to untrustworthy conduct. In difficult times, directors ought to take the choice which will do the most useful for the vast majority. This methodology is likewise called as situation morals.
Black and White Approach- The high contrast methodology says right will be correct, wrong will be wrong, and conditions are superfluous. The administrator's occupation is to settle on moral choices and complete them. It additionally to help representatives carry on morally paying little heed to circumstances. At the point when troublesome choices must be made, supervisors ought to settle on reasonable and unbiased decisions paying little heed to the result and make the best decision without sympathy toward transient circumstances.
Full Potential Approach- With the maximum capacity approach, choices made are taking into account how they will influence the capacity of those included to attain to their maximum capacity. Individuals are in charge of understanding their maximum capacity inside the bounds profound quality. Decisions that can attain to this objective without encroaching on the privileges of others are viewed as moral.
The estimations of the association and chief will choose which approach is utilized. The particular case that is best could be wrangled finally without being determined and can be examined just inside the connection of a qualities framework
REFERENCES
http://www.businessballs.com/dtiresources/TQM_implementation_blueprint.pdf
http://balancedscorecard.org/Resources/Articles-White-Papers/The-Deming-Cycle
http://www.isixsigma.com/methodology/total-quality-management-tqm/eight-elements-tqm/
Quality Management for Organizational Excellence; Introduction to Total Quality by David L. Goetsch and Stanley Davis
SOCIAL NETWORKING ARTICLES - EXECUTIVE SUMMARIES
1. Ford Self-Driving Cars on the cheap
Ford has discovered another path on enhancing the expense of making self-driving cars. This innovation of self- driving cars is not being used today, however has been scrutinized my numerous automotive and innovation organizations including Google. The innovation of self-driving cars obliges that autos be fitted with numerous sensors and radar abilities to perform this driver-less undertaking. Ford has discovered a method for maintaining a strategic distance from these unreasonable sensors by utilizing a basic cam alongside 3-D maps and calculations incorporate with every vehicle. Ford research development team guarantees that this system provides for them centimeter exactness for a large number of dollars not exactly conventional laser strategies. They have expressed that "The key is to make a continuous heading toward oneself guide by making a huge number of correlations every second between an overview 3-D guides put away in the cars framework or streamed over the cell system."
2. Drones and wearable's App store launches
Canonical Ltd. the makers of Ubuntu Linux developed an alternate IOT App Store that is phenomenally for devices that have no practical customer interface (GUI). This App Store is striving for robots and robots and could be especially useful for step by step of affection like taking pictures of yours while you are on a vacation, filming an event then again mixing a glass coffee using a kitchen robot. The association states the application store will give OS programming to your device and the applications for any contraption will be available on the application store. Designers will use essential old Ubuntu to make applications for the contraptions. They have in like manner stamped on the best planners in the business segment of cloud based applications like Google and Amazon. The association requires the creators to test in every locale reaching out from shrewd refrigerators to set top boxes. For App engineers Ubuntu Core is open as open source to both ARM and X-86 structural building devices. Ubuntu is really remarkable in various fields in the business, which it should be if they have to do incredible business, the association has tremendous courses of action for them checked up within the near future which consolidates bouncing into the viably thick smartphone market.
3. Mobile payments to be hot topic at mobile world congress 2015
Apple introduced its organization called Apple Pay a year prior at the iPhone 6 dispatch event which clearly makes a point that we are readied to wander into the destiny of basic and trouble free portions. The current year's compact congress which will be held at Barcelona will see different cell titans contributing extensively more vitality to make this organization extraordinary all far and wide. Google gave the thought Host Card Emulation (HCE) and starting now and into the foreseeable future the thought has been creating standard among a couple of businesses to attain to further under the control of the clients. In light of both of the tech Goliath adequately in the business various creators will be showcasing their handsets, which will use the NXP's PN66T module. Apple pay basically needs to get in line for Apple to help their cards, pay the setup cost likewise some commission on every exchange. That is the reason Google is putting forth their nexus cellphones arrangement. Presentation of PN66T SOC could offer way to various makers to present devices outfitted with this SOC. 2015 is the year that versatile installment would be standard organization for most customers and industry finds a basic way to complete this, making portions straightforward with one touch at online and retail checkouts.
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