Total Quality Management: Planning and Implementation for Fulton Hogan
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This report analyses the impact of Total Quality Management on Fulton Hogan, a family owned construction firm based in Australia. It discusses the principles, practices, outcomes, obstacles, pre-conditions and implementation plan of TQM.
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Total Quality Management
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Table of Contents EXECUTIVE SUMMARY...........................................................................................................................4 Introduction...........................................................................................................................................5 Rationale of TQM..................................................................................................................................6 Principles of Total Quality..................................................................................................................6 TQ Practices.......................................................................................................................................7 Overview of an organisation..................................................................................................................7 Outcomes..............................................................................................................................................7 Obstacles in implementation.............................................................................................................8 Pre-conditions for implementation...................................................................................................9 Implementation Plan...........................................................................................................................11 Commitment and exploration phase...............................................................................................11 1.Planning and preparation phase..............................................................................................13 2.Implementation phase.............................................................................................................13 Sustaining phase..............................................................................................................................14 Conclusion...........................................................................................................................................15 References...........................................................................................................................................16 Table of Figures
Figure 1 Cultural audit process for TQM implementation.........................................................8 Figure 2 TQM road map(exploration and commitment phase)...............................................10
EXECUTIVE SUMMARY This study of understanding TQM planning and implementation was undertaken to analyse the impact of TQM on Fulton Hogan, a family owned construction firm based in Australia. This report points out those factors and parameters which are responsible for the growth of the organisation and how to repair those factors and parameters which are lacking behind the organisation. TQM is basically a management tool which is generally accepted in order to improve overall productivity of the organisation. TQM is a way to express information in a way that our brains can easily understand the problems and when solutions are made and applied into the real world, cause the process to yield better results. The main objective of studying TQM in Fulton Hogan is to study the awareness among the employees about TQM measures taken by the organisation. Thestudyalsofurtherexaminesotherfactorswhichareresponsibleforinfluencing employees in the organisation, checking their quality system and assess it for further improvements being made.
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Introduction The most important characteristic shown by the global market is sophistication and it is based on the way global market produce, delivers and consumes products and services. The global markets have been grown out from industrialists and business entities, and thus it has specific set of rules and needs(Nanda, 2016). These rules and needs can further be segregated into or briefly defined as technological advancements, automation, government legislation, sustainability, and social responsibility. In the same way, customers from these markets are also becoming more and more demanding as they need goods and services in much better quality at lower prices and in shorter duration of time, meaning service time reduced. At this stage, the most important task of the organisation is to meet all the needs and requirements discussed above while maintaining high quality of production. This can only be achieved by investing a considerable amount of time and energy in building and developing effective Total Quality Management that address those tasks. Total Quality Management programs are an integral part of any business plan or model. These are aligned with the business strategy and also with their vision and mission. For this report, FultonHogan is taken for consideration. Due to the problems and difficulties that an organisation has to pass through in order to implement Total Quality Management, a vastnumberofframeworkshavebeenproposedbymanyacademics,professionals, consultants and experts to properly guide an organisation during the time of implementation of Total Quality Management(Ingason, 2015). However, there are limitations in the implementation of Total Quality Management is that they tend to be very complex and perspective instead of being simple and general.
Rationale of TQM The need of TQM in any organisation is based on its performance and in the direction it is moving forward into. Why any organisation needs a change, because of its expected performance is not coming. TQM brings in the change an organisation is required in order to compete in this competitive market. The need assessment is based on some basic principles, techniques and practices. Total Quality Management has been characterises by its principles, techniques and practices(Psomas and Antony, 2015). Where, principles being the ideology and philosophy of TQM, practices being the activities which are carried out during the process of implementation phase and techniques are the various tools which have been used to effectively implement TQM. When they all work in coordination managers and employees of that organisation get benefited and guided very well through the passing phase of Total Quality Management. Principles of Total Quality There are basically three principles: Focus on consumers and shareholders – a consumer is the primary judge of quality of any product or service. The perception of the consumer is based on many different things like the over-all experience,ownership, interactiontime and quality. To fulfil this situation a company needs to extend its reach well beyond merely meeting requirements, reducing errors and solving customer complain. The main focus of organisation is its customers and stakeholders, with the proper implementation of TQM the stakeholders and employees get motivated and their knowledge and skills can be used in the success of the organisation (ZahariasandPappas,2016).TQMdemonstratecommitmentandloyaltytowards organisation which provides opportunities for their development and growth. Employee engagement and working in a team – employee engagement can be done successfully in try by providing them power and authority to take useful decisions, because when managers give employees the tools to make better decisions and the opportunity of freedom, the employees will make sure the quality and standard of products and services they are offering.
Continuous improvement and learning process – mostly it refers to both large & rapid and small & gradual improvements. These improvements could be, attracting more customers through new products and services, or it could be reducing cost and reducing errors and waste, or it could be increasing the productivity by using efficiently all the resources available or it could also improve responsive time of the organisation internally and externally both. TQ Practices TQ practices are basically the physical ground level work or activities which are done in order to implement successfully implement TQM in any organisation(Nasim, 2018). Since, the organisation referred in this report is from construction industry, the literature study conducted to find out the determinants of TQ practices for any construction industry. This area of TQ practices is a combination of various practices including many things related to, top management commitment, empowerment of employee, employee retention programs, cost to quality, process of improvement, vision, mission and strategic objectives, training and development, policies to control quality, and some more depending upon the nature of industry(Kumar and Sharma, 2017). Overview of an organisation The construction industry is very unique in its working, because they are single location and single production products which are also single handled to a particular customer. Unlike in other industries where products are manufactured at same location into same environmental factors. But in construction industry, each project has a different site and every different location has different environmental factors. The referred organisation, Fulton Hogan is a successful and enduring infrastructure construction firm globally and has an origin in Australia. It is a family owned business with great values like keeping it REAL(Grudzień and Hamrol, 2016), Respect Energy and effort Attitude Leadership
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Outcomes In any infrastructure construction firm, people involved in it have some additional skills of their own from their own trade and profession or customs and practices. General employee category in any construction firm is architect, supervisors, engineers, contractors, and various other specialists needed in any construction firm. These all may have an effect on the overall building process it could be collective or at individual level. The need for change andTQMintheindustryhascomefromexternalsourcesbyinformedclientsand government.Byintroducingacounteracttofulfilandreachcustomerdemandthe implementation of TQM is very necessary in Fulton Hogan. The major benefit of initiating TQM in Fulton Hogan in Australia was that there was an increase in awareness and focus shown by every employee in the organisation that satisfied both internal and external customers(Lukichev and Romanovich, 2016). There was also more attention from the top management on the activities and other needs from the lower level employees in the organisation. There are many other benefits that have been studied including,performanceofproject,consumersatisfaction,marketshareofthefirm, motivation of employee, measure of performance and organisational competitiveness. Obstacles in implementation According to many researchers and counsellors the primary obstacle comes from the employees of the organisation because of fear of unknown, or it could be loss of control, change of authority, change of time, personal uncertainty, other barriers includes: Threat to project managers Lack of understanding of TQM Fear of job uncertainty Inadequate training No proper planning No implementation No execution of the plan Material wastage There are number of tools and techniques TQM have provided to contracting organisation and they are as follows- The change agent must start from the line managers
A self-sustaining system has a major role in improving morale of the employees Employees needs and requirements must kept in mind while implementing TQM There must be total support from the top level management and full coordination in order to come at any conclusion There are some problems in construction industry which are the problem for being an obstacle in the implementation to TQM. In other words, problems such as fluctuation in the demand of work create difficulty in implementing TQM because of frequently fluctuating demands in the market it is very difficult to take measured feedback and implementing proper measures to correct them(Endrullat and et. al., 2016). After understanding various benefits and obstacles which comes along TQM, now we will discuss various methods of implementing effective TQM. In regards to TQM in construction firm there are two methods of implementing TQM, and they are: Sequential approach – this approach basically focuses on step by step process in TQM implementation.Itcoversfromculturalfragments,traininganddevelopmentofall employees, maintaining change and so on. Major research has shown that TQM is a continuous process which works for the improvement of the organisation(Meeker-O’Connell and et. al., 2016) Determinant of TQM – This approach indicates that there is no step by step approach in the implementation of TQM; hence it is started at the factors of TQM practices itself. Pre-conditions for implementation Before implementing TQM the assessment of where the change is needed is very necessary, whether it is cultural or behavioural in the organisation. Many organisations have a decent fear about behavioural change and they might think that it is sufficient but in the long run a cultural audit can empower top level management to identify assets and liabilities in their culture. This can be done by simply reviewing which aspects are assets and which are liabilities for the organisation’s mission and goals(Tennant, 2017). Meanwhile, the top level management can also identify which aspects of culture are impending Fulton Hogan and which aspects are not. For instance give a contractor a set of rules and responsibilities that he and his labour has to follow and take proper feedback measures for improvement.
Figure1Cultural audit process for TQM implementation Step one, first we conduct a cultural audit to see common shared values and attitudes and behaviours shared among the existing employees. An external management agent must be hired in order to do the audit successfully(Fonseca, 2015). Step two, in this step we evaluate those aspects which are aligned which the goals and objectives of the firm from those which are not aligned. Based on these results the consultant can identify the basis for analysing the alignment of cultural behavioural in the organisation. Step three, this step evaluates current practices and work cultures in the organisation to asses them whether they are aligned with TQM objectives or not. This requires constant study and improvement in human resource management strategies to implement behavioural and cultural change in the organisation(Vouzas and Katsogianni, 2018). Similarly, it also requiresverysystematicandextensivetrainingandeducationwithcompletesocial interaction.
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Step four, in step four the measured performance and cultural audits are examined and all employees are informed about the positive changes that are identified. Those areas which are not giving performance as they were expected are been investigated again and appropriate measures have been taken down in order bring those numbers upon the requirements(Chen and et. al., 2016). When there is a big deviation in the current and implementing TQM in regard with cultural and behavioural values of the employee. It is advised that contractors should perform a cultural audit before implementing TQM in order to align corporate objectives and interest of employee into the same direction for achieving organisational goals and objectives. There is no single approach for implementing TQM in Fulton Hogan; there are basically four simple stages:explorationandcommitment,planningandpreparation,implementationand sustaining. Every stage has its own methods and road maps to travel upon, since TQM is a journey not a destination. Implementation Plan The implementation plan of TQM is a simple list of sequential steps describing what will be done and how it should be done, and how will do it. The road map to successfully implementing TQM is been described below. Commitment and exploration phase– it includes top management level should recognisethe needfor change andhelp inidentifyingmoreproblemsrelatedto the performance of the organisation and also with TQM practices. Top management also needs to assess philosophies laying down beneath the implementation of TQM. Top management also must appoint an external agent in order help in assessing and implementing the change successfully(ARUNACHALAM, Zwet and Snailum, 2018).By starting a plan for conducting training for each employee including top level management. This phase is only concluded when the top level management understands the need of implementing big changes which are very essential for the overall growth of Fulton Hogan.
Figure2TQM road map(exploration and commitment phase) After analysing many studies their use is very much appreciated along the organisations, to ensure there will be no opportunity loss in ignoring the fundamentals of implementing TQM commitments. The internal coordinator form the organisation can guide and help the external agent to understand and have complete access to the company and can be present in every step of the TQM implementation process(Chang, 2016).
1.Planning and preparation phase– this step involves initiating od development of strategies and building a basic infrastructure for TQM to work and slowly spread to overall organisation. And also continuing training with top management and use them as a quality improvement tools. Finally, developing a network of top performers. This step is only been completed when there will a crystal clear image of necessary planning and commitment of resources and basic learning and development are in place. The strategic quality implementation process is the back bone of any successful TQM program; it is the basic medium through which TQM are aligned with organisations vision, mission and strategic objectives. This process not only provides basic framework for the achieving the alignment but also in taking over all feedback of the TQM implementation. This step also includes awareness and tools training programs, which involves training done by managers and medium level supervisors so that when the employees are getting trained there would be no clashes among the employees on the authentication of any information(Neyestani and Juanzon, 2016). There is a very genuine reason for having a coordination system for team and that is to ensure that time and resources are being used very efficiently and no wastage has been done. There must be some back up plans for situation like if something goes wrong then the other plan of actions can be carried out in order to deploy successfully the required change in Fulton Hogan. 2.Implementationphase–thisisthatperiodoftimeinwhichplanning, commitment, and preparation of the plan of actions take place, some of the major activities are:Extending the scope of change and including various departments and other personnel for the strategic decisions that have to be undertaken during this course of action(Suarez, Calvo-Mora and Roldán, 2016). Toenhancemorerewardsystemamongtheemployeestomakethem interested more and more in the process of change. Top management should praise the successful implementation of the pilot phase and must keep the organisation ready to implement it on the full scale. Extendingthischangetovendorsandsuppliersaftersuccessfully implementing the change in the house.
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Sustaining phase– when the structure of change is ready and people are trained, and employees are continuously generating improvements and corrective measures for sudden problems. This last phase of implementing TQM is characterised more by conditions and situations that are yet to be come in the future through discrete events(Kumar and Sharma, 2017). There are some situations prevailing in the sustaining phase are: Firstly, integrating TQM which is specially created in the top level management and secondly, evaluating and implementing TQM on continuous basis as it is the journey not the destination for the organisation(Chen and et. al., 2016).
Conclusion The conclusion of this report is by stating the fact that TQM does not have a universal definition and which leaves out to the vast possibilities and more renovation and new ideas into this field. As solutions are not directly applicable to every organisation and cases therefore managers has to adapt and innovate new strategies to work according to the situation or demand which initiated the requirement of change in the organisation. Although there are step by step measures to assess and properly implement TQM in one shot but these models and methodsare just guidelinesfor TQM implementations. Having understood that for every organisation the process of implementation of TQM will differ. ConsideringtheimplementationoftheTQMwillbringsomeculturalchangesand differences, therefore it is very necessary to conduct a cultural audit before planning for TQM implementation.
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