Quality Management for Organisational Excellence

Quality Management
for Organisational
Excellence

Table of Contents
INTRODUCTION...........................................................................................................................3
MAIN BODY...................................................................................................................................3
RECOMMENDATIONS.................................................................................................................9
CONCLUSION..............................................................................................................................10
REFERENCES..............................................................................................................................11

INTRODUCTION
Quality is the level of excellence of goods and services when they are compared to other similar
items which help in determining the ability of items in satisfying the needs and wants of
customers in an efficient manner. Quality is nowadays more valued by customers than the
amount they have to pay for availing the products and services which means that companies
must focus on improving the quality of their goods and services. This will help them in attracting
more number of customers. There are various tools that can be used by companies so that high
quality can be maintained like TQM, quality assurance and quality control. These tools ensure
that quality management is well planned, managed, executed, controlled and monitored so that
consistent goods and services can be delivered to customers (O’Neill, Sohal and Teng, 2016). In
this report Quality Tooling company (QTC) is taken which is a manufacturing company located
in North East England and was founded by a young engineering graduate in 1960s. The company
manufactures engineer’s rules, engineering callipers, scribes, micrometers and a range of
specialist items. In order to manufacture these items high level of skills quality are required so
that high level of accuracy can be maintained. The company is also involved in manufacture of
medical equipments for North East Hospital so that highly precise tools that are required in
surgeries can be given to them. In this report the quality management tools, techniques and
strategies that can help in maintaining high quality will be discussed. Further recommendations
regarding effective implementation of these tools and strategies will also be given in order to
sustain high quality culture in the company.
MAIN BODY
Quality management includes all the strategies and policies that help in maintaining high
quality in company so that the goods and services manufactured can help in enhancing customer
satisfaction. Quality policy, quality planning and assurance, quality control and improvement are
also included in quality management. The higher the quality of products that are delivered to
customers, higher will be the profits of company. QTC is a manufacturing company which
manufactures engineering and medical equipments that require high level of precision and
accuracy which increases the requirement of various quality management tools to be
implemented in the company so that it can gain a competitive advantage in market. There are
seven quality management principles that help in ensuring high quality of the manufactured

goods like customer focus, leadership, engagement of employees, process approach,
improvement, evidence based decision making and relationship management. If these principles
are followed strictly in the company then high quality can be ensured in its products and
services. Following are the tools that will help the company in maximising quality in company:
Total Quality management
This is a process wherein all the processes and procedures of company are detected and
checked continuously so that defects can be detected and elimination of these defects can be
done which help in reducing the number of defective goods produced in company. TQM thus
help in improving customer experience, streamlining supply chain management and making
manufacturing efficient and defect free while also simultaneously training the employees on
improving their performance. TQM approach originated in 1950s and has been increasingly used
in companies so that they can continually improve their production processes and eliminate
defected items. Following are the principles of TQM:
 Customer centric approach: It is important that TQM is applied in the company keeping
customers their focus so that the products and services which are produced help in
maximising customer satisfaction (Psomas and Jaca, 2016).
 Employee involvement: It is important that employee empowerment and their active
participation in decision making and improving their work performance so that defects
can be minimised is also focused on while applying TQM.
 Continual improvement: It means that the company must always try to find new and
better ways of completing their work so that quality can be improved continuously that
can help in increasing customer satisfaction.
 Strategic approach to improvement: It is important that a strategic plan is implemented
in company so that quality can be improved and TQM can become a core aspect of all the
business processes (Van Dooren, Thijs and Bouckaert, 2017).
 Integrated system: It is important that a quality work culture is promoted in the company
so that all the people in organisation can be integrated in maintaining high quality of all
the processes which are carried out in the company.
 Decision making: While making decisions it is important that the company data is
analysed thoroughly so that the amount of improvement that is required can be evaluated
and statistical and situation based decisions can be made.