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Unformatted text preview: ccess. Indeed, in the fierce competition of today’s markets, the level of quality
needs to exceed what customers already expect, and at a competitive price.
Achieving this quality will involve your entire company – and often suppliers and customers
as well. It requires good management systems and practices throughout the organization,
from having a vision of the future of your company to maintaining a safe and healthy
workplace. It means having well-trained and motivated employees, standardized work
procedures, and effective production control. It means ensuring the quality of incoming
supplies, and operating a fast and efficient after-sales service. Above all, it requires the
active participation of senior management. In short, every function in your company, and
every member of staff can and must support quality, hence the name Total Quality
Implementing TQM can be expensive, if one thinks in terms of costly training programmes
and highly paid consultants. There is however an alternative. In A Roadmap to Quality the
United Nations Industrial Development Organization (UNIDO) and the Japanese Standards
Association (JSA) provide a low-cost solution: a comprehensive TQM training and
implementation package that will enable SMEs to implement TQM themselves – within the
limits of their own resources, and by drawing on the capabilities of their own staff. A
member of staff can be assigned as a facilitator to study selected units, and then lead
colleagues in discussing these materials and preparing systematic TQM implementation
plans. Facilitators should have a sound knowledge of their industry and basic facilitator A Roadmap to Quality 2 Introduction A Roadmap to Quality.qxd 3/10/05 12:17 PM Page 3 skills, but need not have a great deal of familiarity with TQM. Staff in training institutes will
find that they can use the materials to assist local companies to plan and implement TQM. 2. Key features
A Roadmap to Quality has three key features that enable it to provide this kind of support:
• It is an e-learning programme distributed free over the Internet. Any company,
however small, can simply register and download the entire training programme without
making any payment. The special features of the web and CD versions, with pop-up word
definitions, graphics windows, automatic cross-referencing, and a self-testing system
make it easy for facilitators and trainers to select and prepare a TQM implementation
course for groups of employees in their company, or in their training institute.
• It is company-centred. It is designed to enable companies to implement TQM in their
specific and concrete situation, using only the resources they have. The 160 short texts
are each followed by two learning tools: Discussion and Action Plan. The Discussion
questions focus participants on how the ideas in the text can be applied to their
company. The Action Plan gives them a framework for preparing well structured and
concrete plans to implement these ideas. A Roadmap to Quality can therefore be used
by companies with a few employees, or by those with hundreds. It can be used in
different industrial sectors and in different countries and cultures. It can be used as part
of a company-wide programme to introduce TQM throughout the organization, or a few
units may be selected and applied to making specific improvements in one or two
• It is practical. The texts, although often detailed, are written in a language that is
clear and easy to follow, and the learning activities are concrete and practical:
• Which of these guidelines are relevant to our company?
• How can we apply them?
• What difficulties could we meet in doing so?
• How can we overcome these?
• What alternatives could we try?
• What resources will we need?
It contains a wealth of examples, in over 200 sample forms, tables and charts, which can
be copied and adapted to be used in your company. 3. The training package
The complete Roadmap to Quality training package consists of:
• A website that contains the entire materials in both HTML and PDF formats.
• A CD, also containing the entire HTML and PDF versions, that can be received by
surface mail or downloaded from the website.
• A print version that can be printed out from the website or the CD to provide you with
your own Roadmap to Quality manual. This includes a cover page which you can put on
the front of your folders. A Roadmap to Quality 3 Introduction A Roadmap to Quality.qxd 3/10/05 12:17 PM Page 4 4. TQM content
A Roadmap to Quality covers the entire range of TQM activities in 20 units presented in four
Module One: Leadership
1. Chief Executive Officer: Managing policy
2. Chief Executive Officer: Ensuring quality
3. Managers: Managing systems
4. Managers: Managing people
Module Two: The work environment
5. Disposal and storage
6. Hygiene and health
Module Three: Systems and tools
9. Problem Solving
10. QC Circles
11. Statistical methods
12. Education and training
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This note was uploaded on 10/07/2013 for the course MKT marketing taught by Professor Anamika during the Spring '12 term at Punjab Engineering College.
- Spring '12