Title 5. TOTAL QUALITY MANAGEMENT, QUALITY REVIEW AND DOCUMENTATION.pdf ✅

PHARMD GURU Page 1 TOTAL QUALITY MANAGEMENT, QUALITY REVIEW AND DOCUMENTATION TOTAL QUALITY MANAGEMENT (TQM) DEFINITION:  Total Quality Management (TQM) refers to management methods used to enhance quality, based on the participation of all members & aiming all long term success through customer‟s satisfaction & benefits to all organizations.  It plays a vital role in improving productivity, product quality and reduces manufacturing cost by reducing rework and scrape. OBJECTIVES:  Decrease of mistakes in all operating areas.  Early mistake recognition.  Mistake prevention as a preventive step.  Avoidance of wastes.  Reduction of the lead time.  Increase of the flexibility and profitability.  Better capture and conversion of the consumer‟s need.  Contented position of the consumers. ELEMENTS: QUALITY ASSURANCE
PHARMD GURU Page 2 These elements can be divided into four groups according to their function 1. Foundation – It includes: ETHICS, INTEGRITY, AND TRUST 2. Building Bricks – It includes: TRAINING, TEAMWORK AND LEADERSHIP 3. Binding Mortar – It includes: COMMUNICATION 4. Roof – It includes: RECOGNITION 1) FOUNDATION: Ethics, Integrity, and Trust. These three elements move together, however, each element offers something different to the TQM concepts.  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 includes personal right and wrong.  INTEGRITY: Integrity implies honesty, morals, values, fairness, and adherence to the facts and sincerity. These characteristic is what customer expert and deserves to receive.  TRUST: Trust is the by-product of integrity and ethics conduct. Without trust, the framework of TQM cannot be build. It allows empowerment that encourages pride ownership and it encourages commitment. Trust is essential to ensure customer satisfaction. 2) BUILDING BRICKS: Brick is used to reach the roof of recognition.  TRAINING – Training is very important for employees require interpersonal skills, the ability to function within teams, problem solving, decision making, job management performance analysis and improvement, business economics and technical skills.  TEAMWORK – To become successful in business, teamwork is also a key element of TQM. With the use of terms, the business will receive quicker and better solutions
PHARMD GURU Page 3 to problems. Teams also provide more permanent improvements in processes and operations.  LEADERSHIPS – It is possibly the most important element of TQM. It appears everywhere in organization. Leadership in TQM requires the manager to provide as inspiring vision, make strategic directions that are understood by all and instill values that guide subordinates 3) BINDING MORTAR:  COMMUNICATION – It binds everything together. Starting from foundation to roof of the TQM house, everything is bound by strong mortar of communication. It acts as a vital link between all elements of TQM. Communication means a common understanding of ideas between sender and the receiver. 4) ROOF:  RECOGNITION – It is the final and last element in the entire system. It should be provided for both suggestions and achievements for teams as well as individuals. Employee strive to receive recognition for themselves and their teams. Detection and recognition contributors is the most important job of a supervisior.  QUALITY MANAGEMENT PHILOSOPHIES:  Dr. W. Edwards Deming: (1900-1993) is considered to be Father of Modern Quality.  Dr. Deming preached that to achieve the highest level of performance requires more than a good philosophy the organization must change its behaviour and adopt new way of doing business.  Deming‟s and his famous 14 Points.  POINT 1: Create constancy of purpose toward improvement of the product and service so as to become competitive, stay in business and provide jobs.  POINT 2: Adopt the new philosophy. We are in a new economic age. We no longer need live with commonly accepted levels of delay, mistake, defective material and defective workmanship.
PHARMD GURU Page 4  POINT 3: Cease dependence on mass inspection: require instead, statistical evidence that quality is built in.  POINT 4: Improve the quality of incoming materials. End the practice of awarding business on the basis of a price alone. Instead, depend on meaningful measures of quality, along with price.  POINT 5: Find the problem: constantly improve the system of production and service. There should be continuous reduction of waste and continual improvement of quality in every activity so as to yield a continual rise in productivity and decrease in costs.  POINT 6: institute modern methods of training and education for all. Modern methods of on-the-job training use control chats to determine whether a worker has been properly trained and is able to perform the job correctly. Statistical methods must be used to discover when training is complete.  POINT 7: Institute modern method of supervision. The emphasis of production supervisors must be to help people to do a better job. Improvement of quality will automatically improve productivity. Management must prepare to take immediate action on the response supervisors concerning problem such as inherited defects, lack of maintenance of machines, poor tools or fuzzy operational definitions.  POINT 8: Fear is the barrier to improvement so drive out fear by encouraging effective two-way communication and other mechanisms that will enable everybody to be part of change, and to belong to it. Fear can often be found at all levels in an organization: fear of change, fear of the fact that it may be necessary to learn a better way of working and fear that their positions might be usurped frequently affect middle and higher managements, whilst on the shopfloor, workers can also fear the effects of change on their jobs  POINT 9: Break down barrier between department and staff areas. People in different areas such as research, design, sales, administration and production must work in terms to tackle problems that may be encountered with products or service.  POINT 10: Eliminate the use of slogans, posters, and exhortations for the workforce, demanding zero defects and new levels of productivity without providing methods. Such exhortations only create adversarial relationship.