Monday, July 19, 2010

The importance of customer satisfaction, leadership, and benchmarking of Total Quality Management (TQM)

The implementation of TQM:

* The management is to facilitate the proper implementation is critical to the law, including the CEO.
* The next step is to form a circular quality, vision, mission and quality. Middle managers are expected to participate actively in the implementation.
* If an organization of workers, which should include representatives of the process.

The role of management:

Management mustpractical philosophy of management by wandering, or Mbwa. You need to keep our employees. It must be the goal of improving quality by the generation of knowledge of good reading habits. It 'must celebrate the success of the organization. Must seminars, coaching, etc., a customer listening to other settings. Good communication and regular assessment is needed by workers and consumers.

Features quality leader

* L 'leadership qualities to take things in terms of clients and work on changing customer needs.
* Quality is the leader in order to take full control of the work of their subordinates.
* Management believes that it is better to maintain the current position.
* These leaders are more likely to avoid an accident, rather than through them.
* The quality of the leader's ability to develop mutual cooperation rather than mutualCompetition.
* Leader of quality I think, in collaboration with the team and help them from time to time.
* They believe in the concept of quality after learning problems. Strive to improve the ability to disseminate information.

Concepts of leadership

* A good leader is that all employees have the independence to be sure.
* Even if the reward and punishment is an issue that has largely followed the self-motivation.
* There is ageneral tendency for people to feel good about themselves for love. It must be recognized for their achievements.
* A leader is also needed to make things more understandable.
* Trust is the most reliable statistics.
* People do not respect, to fight a leader in his words.

The 7 Habits of Highly Effective People

* The first of these habits is to be proactive, which means looking for alternatives and make decisions, instead of waiting for thingsThis can happen.
* Second, we must begin to keep in mind. It must be true to himself at every stage of life.
* Thirdly, you must do before, which is a record of the car.
* Fourth, we believe that the world is winning. This suggests that we should always be optimistic.
* Second, we think he can do what others say, instead of trying to be understood by all to understand.
* Sixth, we must believe in synergy, is to hit a target with aFeelings of being together, rather than an individualistic approach.
* Finally, we are pleased to sharpen the saw. This means that we can improve the four dimensions of nature, whether physical, emotional, mental and social or emotional.

Board of Directors for:

Quality Council is composed of CEOs, senior executives in functional areas such as finance, production, etc. Regular meetings should be organized to discuss and plan things like:

* Develop a vision and mission assuranceStatement
* Develop a strategy for long-term goal
* Planning and training
* Plan assessing the performance of
* Determine the ongoing process to improve
* Creation of multi-functional working groups and work culture based on developing a system of rewards, etc.

The values and approaches:

Some basic values of law affecting the quality of the client, which contains:

* E 'as the final product quality is not independent
* SecondLeadership, which provides that
Leader or need directions
or continuous improvement and organizational learning and staff
employee recognition or
o A reaction mechanism of dynamic markets
Or focus on design, quality and waste prevention through product development quality
or long-term trends, rather than seek short-term opportunities
O Event Handling
o Development of partnerships
Agreement or businesses and citizensThe responsibility and the concentration in the final result.


Common processes of values is composed of eight principles. They are:

* Treat others with the truth
* A high level of confidence to employees and shareholders
* Create a learning environment with mentoring disinterested (personnel management and vice versa)
* Calls for new ideas
* The personal risks for organizational performance is
* Population estimates as possible
* Honesty
* In the interest of otherbefore his


The organization has to leave because of unethical behavior and maintain a program of ethical management.
Quality paper:

Includes vision statement: This is what the organization will seek to achieve in the near future, Mission, he says that the organization, namely the consumers, how it works, and so important that the quality policy statement is a kind of guidance to all members ofTo learn how to service and customer support.
Strategic planning:

Strategic planning is about three to 10 years. There is

* The purpose and objectives: The aims and objectives are the end points.
* Seven steps of the strategic planning required, including consumers, positioning, forecasting the future, the gap analysis, alignment to fill the void and implementation.
* Improving the quality of the annual process


interactive formbetter when the communication between staff and line managers, formal notification shall contain print and electronic communication, which includes graphics, posters, information adds to the power of effective communication.

Here are seven habits of highly effective:

* In proactive
* Remember the result
* Setting priorities
* Think win-win
* First, try to understand that to be understood
* For the race (sharpening the saw) and

Leadership Survey:

It 'a tool for evaluating driver performance.

Customer Satisfaction

Who are the customers?

A person who employs the services or the purchase of the product is often referred to as consumers or customers. There are two types of customers from the customer: identify internal and external.

* Customers are those inside the organization, such as engineering, order processing, etc.
* The external customers are those outsideorganization and purchase of products and services organization.

consumer perceptions of quality:

Regarding the need for the customer, the expected values and accept the change, there is no need for image quality service to a customer. When the ASQ survey the important factors for the purchase for the customer:

* Features
* Performance
Price *
* Service
* Reputation
* Warranty


TQM requires feedback from customers are monitored continuously. ItCustomers need to identify the grievances, needs, opportunities for improvement and comparison with the replacement market.

Methodology for the card includes an overview of information, surveys, focus groups, toll, Witness, Internet, client visits, feedback from employees, and the standard indices, such as customer satisfaction ACSI Index American customers. "ASCI allow the contrast between the company and the industry average.

Complaints from customers:

Studies suggest that the customerThose who do not complain about having to change their product. Any complaint must be fun. The results also show that half of dissatisfied customers to buy again when they feel their complaint has appealed.

Quality of service:

Research suggests that elements of customer service:

* Client: A company needs throughout the customer at the center.
* Communication: Communication with customers is essential.
* Organization: Whilesame quality can be delivered to each.
* From the front line: only the best should be allowed to communicate with customers.
* Leadership: Participation in management is necessary in any process of quality management.

Translating needs into requirements:

Kano model is the basic concept of customer needs. There are three lines to explain, red, blue and green ideology. The red line shows innovation in blue with the words and hopeCompulsory and the green line, requirements and does not speak.

Kano model, where a customer buys, when she needs something, but it is based is not entirely true, is an organization needs the overflow of the client. This can be understood by the "Voice of the" customer concept.


And 'stronger and more efficient company and the customer's eyes. With activities, which are mainly concernedincrease customer satisfaction to customer loyalty towards the company.

The client moves into top gear to identify what is really important to the customer.

Quality Management Systems

management systems such as ISO are needed to facilitate the exchange of goods between customers and suppliers in different countries.

Benefits of ISO certification

* After inclusion in the ISO-products,Note that most of the internal quality attributes such as scrap metal were measured to be better.
* The reliability of production increases as a fact.
* The external properties, which were measured with customers were high, have improved the adoption of ISO standards.
* The system performance is now dramatically increased accordingly.
* The cost of producing low quality, including ISO and back.

ISO 9001Need

* Scope: ISO 9001 is to meet customer needs, customer satisfaction is achieved.
* Reference Regulation: principles and concepts to present the normative references.
* Terms and definitions: In addition to general conditions and the definition is the provision of customer organization required by the terms and conditions.
* Management Systems (QMS) organizations should seek to identify, document,Implement and maintain an effective QMS.
* Responsibility for the management ISO 9001 provides control, customer focus, quality policy, planning, accountability, and a review by the administration of the general level.
* Resource management: this includes the provision of resources, human resources, infrastructure and working environment to achieve the objectives.
* Product Application: This section of ISO 9001 ensures the planning of product realization secondsQMS requirements of specific treatments for each client, planning and development, purchasing, production and services, control and monitoring and measuring devices.
* Measurement, analysis and improvement: In general, the statistical method and measurement must also use the concept of ISO 9001 is logical. Under the supervision and monitoring should be customer satisfaction, internal audit, monitoring and evaluation process and product and service. ThisIt also includes the control of nonconforming product, data analysis and continuous improvement through corrective and preventive measures.


To understand the second important factor in this context is the system of quality management. This can be done in the following steps:

* The commitment of management is very important to have the full support of the highest level of organization.
* Appointed by managementRepresentative: After the management is satisfied with the procedure, it is important that the correct representative in terms of quality monitor carefully designated.
* Awareness: In this phase, the time that the organization provides the knowledge and quality systems that are involved in the effects of the organization.
* Identify a team of application: When the levels are essential for the note, the quality of systems, the organization mustPC applications, it is always visible to all employees in the future.
* Training: All the top teams should be able to produce the best results.
* Program: There is no timetable, so that the activity is performed in chronological order and proper to await the outcome of implementation of quality systems are made as needed.

The other procedures are still owns the selection of review articles of currentSystem for the preparation of the paper, install the new system of internal control and management, evaluation and pre-registration.

We understand that quality systems are designed to be recognized. This means that it is important to understand the simplicity rather than complexity. You must follow four principles:

* Policy: Define what will be done and why. This should be donecarefully because it is the root of the documentation depends on the overall quality.
* The procedures to decide: you have the necessary means to achieve the task. It includes decisions about when to do it, etc.
* The operating procedures: These are the details of the documentation. On the basis of measures of work instructions, readers come behind the idea that quality systems family.
* Documents: ForAn account of the steps leading to a particular product, it is necessary to maintain the registry.
* Development of document: To ensure the document, you must collect all policies, procedures, work instructions and forms currently in use. These form the basis of the new plant.

Internal audits

The objective of internal controls can be considered as follows:

* E 'in relation to effective performance management system for the quality with whichbe documented.
* It would take corrective measures for it.
* All items that are not first, it would
* Will be provided by the continuing improvement of information management.
* There is also another opportunity to improve the production of one of the reasons you think.

The internal audit was carried out by the auditors to examine the technical documentation and verification process.

Ifquality management systems are designated as the third Chancellor assessed registration is required.

A record of qualifications and experience, the adoption of a certificate of recognition RAB is chosen according to the registry for the purposes of organizing in time and cost constraints and the auditor classification.

It 'important to remember that the file is not a constraint. It is rather a decision that the deficienciesresolved.


Finally, benchmarking is done with a comparison with the best measurement of the field.

Reason for calibration:

It 'a tool for competition and business objectives. It 'a tool for organizations to reduce their weaknesses and improve strengths. Benchmarking needs external experts, offering significantly reduces the uncertainty due to global competition and external.

The time has come, andprovides a model for cost efficient and functionally better.

The main weakness of benchmarking is to achieve the best practice is like catching a moving target. The main threats are constantly improving technology.

Benchmarking organization that takes, takes the process with today's culture, and adaptation needs. Six basic steps are:

* Calculate the current yield
* Decide what the organization of reference
* Use a studymore
Try to understand that the data
* Plan
* And the use of results

Two industry standards are famous AT & T and Xerox measures 12. Let's debate the positions mentioned above.
Deciding what to benchmark:

Most companies must decide on a strategy to adopt the benchmarking strategy. This is emphasized especially in view of the vision and mission. These statements identify the "critical success factors." So ifIn deciding a point of reference, you should start with the analysis and reporting of critical vision.
Understand the current performance:

It was established that the calibration requires the implementation of foreign policy of the organization, it is important to first analyze their strategies and their performance. Current performance may be achieved by methods such as cause and effect diagram and flowchart.

The exceptions must be identified. The device must be investigated and appropriate documentationneeded here.

After identifying the processes and documentation, the next step is to plan how to conduct the study. A team like the team is well known calibration needed to be selected. And 'responsible for the team to decide which type of calibration must be performed. The team is also preparing the timetable for the process to determine the desired outcome study conducted.
The study includes:

for research studies on the comparative method in two types of data. SonDetails of best practices and results that can be measured by these practices. Disclosure in the form of calibration can be present and there is no need for public research down. But there are still some things that are difficult to study as open source. For this type of information, visits of the team, questionnaires and focus groups, etc., to identify the information applies.
data from a form of learning:

Comparative studies show, can be of three types of resultsas

* The result of the process outside the domain of internal process
* You can be the same
* The internal process can be better established research and external processes

This analysis are the most important parameters of the decision process.
Based on the results:

If the standard benchmarking study, the difference between the internal process and the process will be reflected in the negative, the next step to solve the problem through appropriate measures.
Difficulties andReview:

The obstacle is the most important reference is the other copies. Question is how an organization can be better when more copies? The innovation behind benchmarking.

Sun benchmarking is not a substitute for innovation is the only source of ideas for success.

In general, we see that if the main reason is customer satisfaction, leadership and analysis in accordance with quality management systems should be used for system managementgood.

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