2 - Implement TQM

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Above all, the evaluation of the implementation of the TQM is carried out with respect to a well-known and long-standing reference frame.

Introduction

The implementation of a Quality Management System is primarily based on compliance with one or more standards. The choice of this one depends on the country, the expectations of the customers or the sector of activity.

To confront a repository

A first method to implement the TQM is to perform an assessment of the situation to know where we are and build the vision. Different repositories have been proposed to help companies in this assessment. These repositories exhaustively scan the areas to be explored to implement the total quality.

Le prix Deming

Created in 1951, the Deming Prize is the “first” prize rewarding actions related to quality. Created in Japan and promotes by the Japanese Union of Scientist and Engineers, he is referring around the world.

Other quality awards

Quality awards are brought together globally by the GEM (Global Excellence Model Council), who wants to be the guardian of quality excellence models. Representatives of major models meet regularly for sharing and alignment of different standards.

	Malcolm Balbrige Award	Business Excellence Award	European Quality Award	Prêmio nacional da Qualidade	Singapore Quality Award	Business Excellence Award	Japan Quality Award
IInstitute	National Institutes Standards and Technology	SAI Global	European Foundation for Quality Management	Fundacao Nacional de Qualidade	Spring Singapore	Confederation of Indian Industrie	Japan Quality Award Council
Date created	1987	1987	1991	1992	1994	1994	1995
Sector of application	All	Tout	All	All	All	All	All
Geographic sector	North America	australia	Europe	Brazil	Singapore	India	Japan

In France, organizations promoting quality have emerged from the 1950s. The AFNOR (French Association of NORmalisation) was created in 1926 and was interested in quality from the 1970s. which represents France within the ISO (International Standard Organization) created in 1947 with the aim of facilitating exchanges between countries and developing international standards. In 1988 was created the EFQM which is its equivalent at the European level.

The contributions of a certification

An American study¹ investigated whether Baldrige firms were better than others. Of the 14 listed companies and winners from 1988 to 1995, this study shows that the average growth of these companies is 4 times higher than the others..

The Juran trilogy

In line with the state of mind of the PDCA wheel, Juran proposes a trilogy² for the implementation of the TQM. This trilogy is synthesized in the graph below :

The diagram represents the abscissa time and the ordinate the cost of non quality. This representation of the improvement follows the logic of the control cards In the phase of quality control, the objective is to distinguish the chronic losses from the exceptional losses, allowing afterwards to remove the causes of the exceptional losses and to control and reduce the causes of chronic loss. The final challenge is to reduce non-quality.

1 – Plan the quality

As a first step, the management plans the TQM project. This planning allows to set up the TQM project. We find the following steps :

Establish the quality objectives
Identify who the customers are
Determine customer needs
Develop products / services that meet customer needs
Develop processes to obtain these products / services
Set up the control plan. Give the means to the operational

2 – Control the quality

We begin by making the inventory of the situation vis-à-vis the elements that we defined in the previous step.

Evaluate the current performance
Compare current performance with quality objectives
Analyze and conclude on the differences

3 – Improve quality

Last stage of the Trilogy, improve the level of quality. Depending on the expectations and the state of play, projects will be set up to improve the overall quality level. Juran defines the following 6 steps :

Prove the need to improve
Establish vision
Identify improvement projects
Set up the teams
Provide teams with resources, training and motivation to diagnose causes and identify solutions.
Put in place the means of control to maintain the gains.

The tools of the TQM

The implementation of the TQM requires the implementation of many tools to solve problems and improve quality. We distinguish 2 large families of tools that we detail below.

Of course, as part of a quality problem solving process, the set of tools & nbsp; Lean and 6 Sigma can be used( Design Of Experiment, Poka Yoké, Control chart …).

The first 7 tools of quality

The JUSE (Japanese Union of Scientists and Engineers) will make the first systematic broadcast in 1977, 7 tools “ all public” selected for the simplicity of their use. These tools have been called the “7M” :

1 – Select a project

The Pareto

2 – Identify the causes

Ishikawa

Data Sheet

3 – Analyze the causes

Histogram

Correlation diagram

4 – Implement solutions and validate

Graphics

5 – Put under control

Control chart

The 7 new tools of quality

These are more complex tools used in the fields of engineering, logistics, metrology, statistics, planning and method services, etc. These tools were often created at the beginning of the last century. Most of them are in Joseph Juran’s book (1951) « Quality Control Handbook », a guide to concepts, tools and approaches to improving quality.

Developed in a logic of problem solving, we find the following schema:

1 – Define the problem and find the causes

Affinities Diagram

Relationship diagram

2 – Search solutions

Tree diagram

Matrix Diagram

3 – Choose the solutions

The decision matrix

4 – Plan and track projects

Decision diagram

Arrow diagram