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Quality Management�

a system of management based on the principle that

every member of staff must be committed

to maintaining high standards of work

in every aspect of an organization’s operations.

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Three (3) simple case studies to illustrate the process of Quality Management

Case study 01 : A regular sales promoter

Case study 02 : Fat to fit

Case study 03 : Cleanest Toilet Award

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Case study 01 : A regular sales promoter

A sales promoter found himself late everyday

This resulted in his poor working & losing promotions

He decided to talk to his colleague – who was regular in his attendance

He studies his process of going to office and compared with his own process

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Compare both the processes

Late office

Gets up at 7 am

No time to exercise
No time for planning today’s work

Bath
No breakfast
Reaches work 15 minutes late

Regular office

Gets up at 6 am

Morning exercise
Plan today’s work

Bath
Breakfast
Reaches offices 15 minutes early

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Comment

Need to identify what are you doing wrong. You will know this when you ANALYZE your process

Select a benchmark - in this case; a regular sales promoter – analyse his process of going to office. When you compare both the processes, you will realise that flaws in your process

Correct your process and implement as per revised process.

See the result. Is the result ok?

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Case study 02 : Fat to fit

An obese businessman was fed up with his weight related problem

He decided to study lifestyle of a fit person to find out what makes him fit

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Life style analysis

Fat obese businessman

No fixed working hours
Eating habits – irregular
No exercise
High blood pressure
No time for family

Fit model businessman

Fixed working hours
Regular food
Regular exercise
Normal blood pressure
Plenty of time for family

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Fat businessman sitting comfortably having a good drink & plenty of rich food

Fit businessman jogging regularly

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Life Style Analysis

Select a role model – your benchmark

Analysed and compared both of the processes

Can you change all the activities as per the model businessman?

No – some of the activities are difficult to incorporate
With this comparison of processes, you will able to identify “problem areas” that need to be corrected.

Review & revise you process & start implement.

Is the result ok?

Otherwise – review, revise & implement till the result are satisfactory.

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Case Study 03 : Cleanest Toilet Award

The story : Outside a public toilet, an elderly man was dozing on an easy chair with a newspaper on his side.

“Sir, can you tell me who attends this toilet? I want to know the secret of “Cleanest Toilet Award”

The white haired gentleman smiled softly. “I am in-charge of the toilet.”

“Congratulation for the award. But how do you do this?. I found you sleeping comfortably on your easy chair.”

“Yes – This is the secret. I read newspaper – sleep and do the cleaning.

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I have a timer. Here is my trolley full of cleaning materials.

Every one hour, timer rings – I get up and clean the toilet - there is plenty of water. Afterwards I am free – I can sleep real comfortably.

If there is rush hour – I might decide to clean every half hour. The goal is to keep toilet spotlessly clean and it should not stink. No plumbing fixtures should leak – all fixtures should work”

“But when your supply in the trolley is finished – what do you do?”

He smiled again. “ I do not to indent it. There is a cupboard full of supply. I fill up my trolley.”

“But then – when the cupboard is empty what do you do?”

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“ Here is my mobile phone – I have full access to suppliers & plumbers or any other help I need. I need to phone.

The response time is twenty minutes.”

An elderly man resting comfortably with all his

cleaning equipment by his side

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The Process – Cleanest Public Toilet Award

Bad Process

Scarce water supply
Cleaning materials not available regularly
Cleaning time – random
Plumbing fixtures are not attended regularly
Soap for washing hands not available

Good Process

Plenty of water available at all times
Continuous supply of cleaning material
Cleaning every half an hour during peak period or every one hour as required
Plumbing fixtures are regularly attended
Soap for washing hands always available

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The process approach

The Quality Management basic philosophy is that all activities to be carried out with a process approach.

Need to identify a bad process & then correct it with good process to achieve better quality results.

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How the process approach helps �improve & manage QUALITY

Need to define QUALITY – what are your expectation?

Figure out a process to get the desired results.

Do – act as per selected planned process.

Are you getting the results as expected?

If not, review – improve the process till you get the desired results.

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Improvement

A good process can bring better result

But Quality Management does not stop here

Need to analyse, review, find out if you can further improve the process and improve the final outcome.

The improvement is important in Quality Management. It can be continuous or breakthrough.

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Conclusion

The Quality management advocates process based approach

If your results are not satisfying, analyse & study your present processes

Find out the flaws – compare with best processes & practices.

Change your process for improvement.

If you move from bad process to good process :

You are sure to get good results & improve (You can be regular in your office attendance & improve your fitness)

What you need to do is to analyse your existing process,

identify a good process & move from bad to good process

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Caution

Once you adopt a good process & start getting better results – you cannot become complacent.

Be vigilant & make sure that the good processes are followed day in and day out consistently. You are sure to get better results.

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Quality management ensures that an organization, product or service is consistent.

Quality management is focused not only on product and service quality, but also on the means to achieve it.

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