ADMISSION DEADLINE

Red Alert!!

Total quality management for optimum results
D.D. Sharma

India’s per capita consumption of various items is one of the lowest among nations of the world. Productivity-wise, we are amongst the lowest. For example, about 70 per cent of the Indians are engaged in agriculture, but productivity-wise an average Indian farmer produces foodgrains enough only to feed himself and half a person more.

In sharp contrast,2 per cent of America’s population is engaged in agriculture and an average American farmer produces enough agricultural produce to feed himself and at least 40 persons more. Our purchasing power is very low. Our per capita income is lesser than $ 500 as compared to $ 40,000 that of the USA. Where are we faltering?

We lack in the quality of products. Our attitudes have become traditional and even negative. We are not producing quality in our products, services, infrastructure, facilities and manpower. Quality is the major factor which is pulling us back in our progress and marginalises our developmental efforts. Our image in the eyes of the world as a whole needs improvement through strenuous efforts to produce quality.

Quality has been defined as "fitness for use" by Joseph M. Juran. Quality Management System (QMS) — ISO 9001:2000 defines quality as: "The degree to which a set of inherent characteristics fulfils the requirements of customers." Experts regarded as ‘TQM gurus’ have made significant contribution in promoting total quality management. The eminent experts on quality include names like W. Edwards Deming, Joseph M. Juran, Philip Crosby, Feigenbaum, Kauru Ishikawa, Shigeo Shingo, Genichi Taguchi, Bill Convey, and many others.

Quality aims at providing products to customers at low price, with durability, and good after sales service. Today, there is a hype about total quality, which ensures the customers’ value for their money, safety in use of products and promptness in delivery.

Products are designed as per the specifications given by the buyers and users. There is an increased concern for environmental protection and manufacturing of green products. This means total quality ensures the consumers - quality of products in entirety or in all aspects of the product.

Of late, organisations and their managements talk of total quality management (TQM) for improving the overall quality of their products and services. TQM can be defined as: "an integrated approach of an organisation to satisfy and delight its internal and external customers by involving everyone for continuously improving quality of its products, services, technologies and processes by using latest problem solving methodology".

Recently, the focus has changed from mere satisfaction of the customers to delighting them by providing some additional features and benefits in the products.

Customer satisfaction: The first principle of TQM is on putting the customers satisfaction of both internal and external customers right at the first place. Unless the internal customers (employees) are satisfied, there is no question of external customers being satisfied. In TQM parlance, a customer is defined as the next process. This means there is a chain of customer — supplier relationships involving internal and external customers. It is said that a chain is as strong as its weakest link. So everyone involved in the chain has to perform his or her duties with full abilities and produce high quality products for obsessing and delighting the customers.

Management by facts: Many of us try to handle things on the basis of ideas, suggestions, and opinions put forward by others. Our performance falters for lack of data and facts. In TQM the use of well-recognised quality control (QC) tools is recommended. The most popular are: (1) Checksheet, (2) Stratification, (3) Histogram, (4) Pareto Diagram, (5) Cause-Effect Diagram, (6) Scatter Diagram, and (7) Control charts. These Seven Simple QC tools helps us to gather facts and analyze situations leading to better problem solving. In addition there also exist Seven New or Management Tools for solving quality related problems.

Continuous improvement : Japanese have improved the quality of their products by continuous improvements. They use the word ‘Kaizen’ for continuous improvement. We must learn from Japanese and perform our work or jobs with the intention of continuous improvement by adding few new dimensions every time.

Plan-do-check-act (PDCA) cycle : It is an improvement principle (plan-do-check-act) applicable to all sorts of jobs or projects, ISO 9001:2000—Quality Management System (QMS) also emphasises improvement in organisations with the systematic use of the PDCA cycle and the other eight management principles. These are : (1) customer focus, (2) Leadership, (3) Involvement of people, (4) Process approach, (5) Systems approach to management, (6) Continual improvement, (7) Factual approach to decision making, & (8) Mutually beneficial supplier relationship.

Prevention-orientation: TQM emphasises prevention of recurrence of the same problems in organisations. Otherwise, it may lead to reinventing the wheel. Inspection by quality inspectors is not a foolproof method of improving quality. It may not lead to prevention of problems. Rather it leads to generating rework by reprocessing of the rejected items. This creates wastage of time, money, energy and other precious resources. Thus, prevention is always a better course for quality improvement.

Total employees involvement : All employees in the organisation must be involved in accomplishment of its overall objectives. This is called total employees involvement (TEI) in TQM parlance. This can be achieved by offering full respect to employees and empowering them to decide about betterment of jobs. The managers must understand that employees are not only hired hands, but also brains are very productive and full of improvement ideas.

Cross-functional management: These days, adoption of inter-disciplinary approach in organisations yields much better results. Therefore, we must encourage cross-functional management by increasing interaction among various cells, sections and departments. There must be lateral mobility of employees among different sections and departments.

While implementing TQM in an organisation, we must understand its foundation, six pillars and twelve-step approach as explained in the ensuing paragraphs.

Commitment of top management: The top management support to TQM efforts in the form of its leadership and commitment has be ensured. Leadership and commitment lay the foundation on which the TQM building is constructed. The top management must lead its people from the front.

Organisational structures and roles: For effective implementation of TQM, some organisational structures are to be created and roles assigned to different individuals. In reality, for TQM implementation the existing organisational structure is good enough. Altogether a new structure may not be needed for this purpose. But new roles are to be assigned to people who can vigorously take up the TQM implementation task.

Education and training: The second pillar of TQM building must be raised as education and training of the employees working in your organisation. It is the whole person focus which leads to effective implementation of TQM. There must be continuous emphasis on education and training of persons involved in your organisation.

Transparent and effective communication: The third pillar of TQM must be erected in the form of transparent and effective communication. Creation of effective management information system (MIS) becomes the soul of TQM implementation efforts. It makes inter-personal communication among employees better. The objectives, process and potential results of TQM implementation must be clearly stated so that everyone is aware and appreciates the efforts.

Recognition and rewards: Employees who perform better than others must be recognised and their efforts must also be rewarded. This leads to motivating them for better work towards TQM implementation. You may defer the rewards but recognition must be instant.

Customer focus and satisfaction: Ultimate focus of any TQM effort is on customer satisfaction. An attempt must be made to carry out customer satisfaction and feedback surveys. Customer must be delighted by exceeding their expectations.

Tools and processes: Various tools and processes which are required and used for TQM implementation in an organisation form the sixth pillar of this process. The seven QC and seven management tools are the prominent ones. Taguchi methods, QFD, bench marking, teamwork, kaizen etc. comprise other tools in the toolkit of a TQM implementer.

The twelve steps: TQM building can be completed with the help of following twelve steps. These steps are: (i) assure support of key power groups, (ii) use leader behaviour to generate energy support for change, (iii) use symbols and language to promote your efforts, (iv) build-in stability, (v) surface dissatisfaction with the present state, (vi) ensure full participation in the change process, (vii)give rewards for accomplishments, (viii) allow time to disengage from the present state, (ix) project and communicate a clear image of the future, (x) use multiple motivation and leverage points, (xi) develop organisational teams for transition to TQM, and (xii) build-in systematic feedback mechanism for maintaining TQM.

The writer is Professor, Entrepreneurship Development and Industrial Coordination Department, TTTI Chandigarh.

ADMISSION DEADLINE

Apr 30 Indian Agricultural Research Institute, (IARI), Post Graduate School, New Delhi 110012.

Ph: (011) 25733438

PhD (Agri Sc)

Elig: Master's deg (60% or OGPA of 7.50 of 10.00 or 3.75 of 5.00 or 3.00 of 4.00 or 2.25 of 3.00).

Selectn: Entrance Exam (15 Jun).

Appln F: Send Rs 350/- (For SC/ST: Rs 200/-) by DD favouring Registrar (Academic), Post Graduate School, IARI" payable at Delhi to the Registrar (Academic) at above add.

Centre for Development of Advanced Computing, A-34, Indl Area, Phase-VIII, SAS Nagar, Mohali 160071 (Punj). (soc of M/o Commun & IT, GoI).

www.cedtimohali.org

PG Dip in Animation & Multimedia (1 yr)

Elig: BE/Bachelor's deg.

Fee: Rs. 50,000/-.

Appln F: Send Rs. 150/- by DD favouring "The Director, C-DAC" payable at Mohali at above add.

Details: Website.

Film & Television Institute of India, Law College Road, Pune 411004.

www.ftiindia.com

Short Term Courses

1) Adv Course in Videography (24 days, Rs.25k)

2) Nonlinear Editing (18 days, Rs.18k)

3) Make-Up (12 days, Rs.15k)

4) Music Appreciation (2-5 days, Rs.1,500- 3k)

5) Multimedia Appln in TV Producn (17 days, Rs. 15k)

6) Acting Workshop (12 days, Rs. 25k)

7) Videography (12 days, Rs. 12k)

Elig: Knowledge & ex of specialisation.

AppIn F: Send appln to the Faculty In-charge , TV Technical Manangement at above add with CV, course, add, ph & fax no, email.

Details: Website.

Apr 22 The Punjab State Board of Technical Education & Industrial Training, Plot No. 1-A, Sec 36-A, Chandigarh 160036.

www.punjabteched.com/www.punjabteched.net

JET 2003

(For admission to Diploma in Engg at institutions in Punj & Ch'grh)

Elig: Cl 10.

Test: 1 Jun.

Appln F: At counter & designated SBI branches: Rs. 750/-.

Details: Website.

Apr 26 Oriental School of Hotel Management, 29/924, Almaz Building, Kotooli, Calicut 673016. (Ker).

www.orientalschool.com

Dip in Hotel Mgt & Catering Tech (3 yr)

Elig: Cl 12.

Selectn: Written Test & Interview (at 11 centres incld Del).

Appln F: Send Rs. 300/- by DD/MO favouring "Malabar Hotel Management & Catering Promotion Trust" payable at Calicut at above add.

Details: Employment News (29 Mar-4 Apr) & website.

Indian Institute of Catering Technology & Hotel Management, 22, Shivaji Nagar, Thanjavur 613001 (TN).

Ph: 04362-232567/278776

1) Hotel Mgt & Catering Tech (3 yr)

2) Bachelor of Hotel Mgt (3 yr)

3) Craft Courses (1 yr)

(Food & Beverage Prodn, Food & Beverage Service, House Keeping, Bakery & Confectionery)

4) Front Office Operation (1 yr)

Elig: For 1 & 3: Cl 10.

For 2 & 4: Cl 12.

Appln F: Send Rs. 150/- by DD favouring "Director, IICTHM" payable at Thanjavur to above add.

Details: Employment News (5-11 Apr).

Apr 26 University of Pune, 411007 (D/o Electronic Science).

www.cadcamguru.com

Certificate Course in:

1) 3D CAD, CAM & CAE (6 mth)

2) 3D CAD & CAE (4 mth)

3) 3D CAD & CAM (4 mth)

Elig: For 1 & 2: BE/BTech (Mech Prodcn/Auto).

For 3: Engg Dip (Mech Prod/Auto).

Selectn: Entrance Exam (27-29 Apr) & Interview.

Appln F: Send Rs. 300/- by DD favouring "INFOTECH PARTNERS" payable at Pune to above add or download from website.

Details: Employment News (22-28 Mar) & website.

Apr 25 International Management Institute, B-10, Qutab Institutional Area, Tara Crescent, New Delhi 110016.

www.imi.edu

PG Prog in International Mgt (1 yr, FT)

Elig: Bachelor's deg + 2 yr post deg, FT wk ex as exec/entrepreneur.

Selectn: Entrance Test (4 May) & Interview.

Appln F: Send Rs 800/- by DD favouring "International Management Institute" payable at Delhi or download from website.

Details: Website.

Apr 27 Malaviya National Institute of Technology, JLN Marg, Jaipur 302017 (Centre for Mgt Studies & Indl Collab, Deemed Univ).

www.cmsic.com

MMS Course Entrance Test (MET-2003)

(PG in Mgt for Engg grads, 2 yr)

Elig: BE/BTech (2nd div), AMIE Section A & B pass (55%).

Test: 2 Jun (at 5 centres incld Del & Kol).

Appln F: Send Rs. 20/- by IPO favouring "Director CMSIC", payable at MNIT Post Office, Jaipur with stamped (Rs.10/-), self-add env (24 x 11cm) or download from website.

Details: Employment News (29 Mar-4 Apr) & website.

Apr 30 Apeejay School of Marketing, Sec 8, Institutional Area, Dwarka New Delhi 110045.

Ph: 25363979/25363980

email: asm.dwk.del@apj.edu

PG Dip in Bus Mgt (PT)

Elig: Bachelor's deg (45%) & 2 yr wk ex.

Selectn: Interview (5 May).

Appln F: Send Rs 750/- by DD favouring "Apeejay School of Marketing" payable at New Delhi to above add.

Apr 24 Padmashree Dr. D.Y. Patil Vidyapeeth, Dr. D.Y. Patil Vidyanagar, Nerul, Navi Mumbai 400706 (Deemed Univ).

www.dypatil.com

All India Entrance Test

MBBS

BDS

Elig: Cl 12 (PCB & Eng, 50%).

Test: 11 May (at 5 centres incld Del).

Appln F: Send Rs. 500/- by DD favouring "the Registrar of the Vidyapeeth", payable at Navi Mumbai at above add.

Details: Website.

Apr 28 National Institute of Pharmaceutical Education & Research, (NIPER), Sector 67, SAS Nagar, Mohali 160062 (Punj).

www.niper.nic.in

1) MS (Pharm), MPharm, MTech (Pharm), MBA (Pharm)

(in Med Chem, Natural Products, Pharma Analysis, Pharmacol & Toxicol, Pharma, Biotech, Pharma Tech, Pharma Practice, Pharmacoinformatics, Pharma Mgt)

2) PhD

(in all the above areas excld Pharma Practice, Pharmacoinormatics, Pharma Mgt)

Elig: For (1): BPharm/BTech/BE (Chem Engg)/BVSc/MBBS/MSc (Organic Chem/Life Sc), GATE/NET with min GPA of 6.75 on 10 pt scale or 60% agg.

For (2): MS (Pharm)/MPharm/MTech (Pharm)/MSc (Pharmacol/Organic Chem/Pharma Chem/Life Sc)/MVSc/MD in relev field, NET/GATE with GPA of 6.75 on 10 pt scale or 60% agg.

Selectn: Written Test (15 Jun at 4 centres incl Ch'grh & Kol).

Appln F: Send Rs 1000/- (For SC/ST: Rs. 500/-) by DD favouring "Director, NIPER" payable at SAS Nagar/Ch 'grh with 2 self-add slips (10 x 6 cm) to above add or download from website.

Details: Website.

Apr 30 Bhabha Atomic Research Centre, Trombay, Mumbai 400085.

1) Dip in Radiation Med (DRM, 2 yr)

2) Medical Radioisotope Techniques (DMRIT, 1yr)

Elig: For (1): MBBS incld internship of an MCI recog univ. One house post in Med prfd.

For (2): BSc deg (Phy, Chem, Life Sc, Biophys ,60%), BSc (Nuc Med Tech/Med Radiol Tech). Age: 40 yrs (on 1 May'03).

Selectn: CET & Interview.

Appln F: See leading newspapers or contact above add.

Apr 25 M/o HRD External Scholarship Div, (ES.1 Section), A.1/W.3, Curzon Rd Barracks, KG Marg, New Delhi 110001 (D/o Sec & Higher Educn).

www.education.nic.in

Slovak Govt Scholarship

1) PG in Educn

2) PhD in Mining & Geol, Agronomy

Elig: For (1): Bachelor's deg (1st div, 60%). Age: 26 yrs (on 25 Apr'03).

For (2): Master's deg (1st div, 60%). Age: Below 35 yrs (on 25 Apr'03).

Appln F & Details: Employment News (5-11 Apr) & website.

Teaching & Education

Apr 25 University Grants Commission, NET Bureau, Benito Juarez Marg, New Delhi 110021.

www.ugc.ac.in

National Educational Testing (NET)

(UGC test for JRF & Elig for Lectureship)

Elig: Master's deg (Hum & Soc Sc/Comp Sc & Appln/Elect Sc, 55%). Age: For JRF: 28 yrs (on 1 Jun'03).

Test: 29 Jun.

Appln F & Details: Employment News (15-21 Mar) & website.

Guru Nanak Dev University, Amritsar 143005.

Ph: 0183-2254994/2258802-09

MCA (3 yr, Dist)

MBA (3 yr, Dist)

Elig, Appln F & Details: Contact the Director, Centre for Distance Education at above add.

-Details: www.careerguidanceindia.com

Apr 22: The Punjab State Board of Technical Education & Industrial Training, Plot No. 1-A, Sec 36-A, Chandigarh 160036.

Details: www.careerguidanceindia.com