Report: Quality Management for Organisational Excellence - UGB 262

This report delves into the core principles of quality management, emphasizing its critical role in achieving organisational excellence. It begins with an introduction to quality management and its components, including quality planning, assurance, control, and improvement. The main body of the report presents a quality management improvement strategy, focusing on constructing a positive company culture, designing effective training programs, ensuring equipment maintenance, and scheduling internal audits. It then provides detailed explanations of Total Quality Management (TQM), quality assurance, quality control, and quality culture, exploring the benefits of TQM, the elements of quality assurance, and the processes involved in quality control. The report uses a case study of Engineering Tooling Company (ETC) to illustrate the practical application of these concepts, analysing how ETC can implement and benefit from these strategies. The report concludes with recommendations for ETC to enhance its quality management practices and foster a culture of continuous improvement, ensuring customer satisfaction and business success.

Quality Management for
Organisational Excellence

Contents
Introduction..........................................................................................................................................3
Main body.............................................................................................................................................3
A. Quality management improvement strategy................................................................................3
B. Explanation on TQM, Quality assurance, Quality control and Quality culture..........................4
Conclusion and Recommendations......................................................................................................8
References..........................................................................................................................................10

Introduction
Quality management is an important phenomenon for the success of the organisation. The
aim of the management is to ensure the consistency. Quality management is the mixture of four
components includes quality planning, assurance, control and improvement whereas the quality is
the attribute of the product defining the product characteristics and features which has a ability of
satisfying the need of the customer (Azad and et. al., 2018). It focuses on the quality of the product
and service quality which involves the quality assurance and control of the product process for
achieving the consistency of quality. Customer satisfaction is the backbone of the quality
management which determines the customer willingness and wants. The company uses the
management principles adopted by the International standard for quality management.
The report is based on the case study of Engineering tooling company (ETC) established in
north east of England in 1960 by a young graduate engineer. If manufacture the items of engineer
rules, callipers, scribes, and limited range of special items which requires high quality materials and
skills for producing long lasting and accurate items. In the study discussions is done on the TQM,
assurance, control and recommending the suggestions and strategy for the improvement of the
company culture for sustaining the quality. Due to the increases in the competition and declining of
engineering the company adopted and alternative of radical strategy for ensuring the business
success. In 2010 north-east hospital management board provided an approach to ETC for the
designing and manufacturing of the precious medical equipment.
Main body
A. Quality management improvement strategy
Quality management ensures the consistency of different activities and task of the product
and services of the organisation which helps in maintaining the optimum level of quality. The aim
of the quality improvement is to increase the confidence and reliability of the outcome by
improving the process. The management involves the various methods of improvement such as
product improvement, process and people based improvement. It is a recurring and continuous
process carried at regular intervals. The strategies used by the engineering tool company for the
quality improvement are (Blouin and et. al., 2018)
 Constructing company culture- It emphasises on the quality improvement by establishing
culture at work place gives the stress on the improvement of the quality in the mind of the
employees. By reinforcing the rewards for the employees assures the better quality.
 Designing training program- The management should provide the training to the

employees for quality improvement. The organisation should provide the proper guidelines
regarding the quality standards while introducing the new procedure or process for the
product.
 Ensuring equipment maintenance- It is necessary for the organisation to maintain the
equipment properly for ensuring the product design and employee safety. It requires the
inspection process for the maintenance of the materials and equipments (Buchta and et. al.,
2018).
 Scheduling the internal audits- Internal audit analyses the supply chain efficiency and
regulates the regulatory standards which helps in improving the customer satisfaction.
The quality management helps the company in achieving the consistency of the tasks and
activities included in the production of the product or service. It increases the efficiency and utilizes
the resources efficiently and increases the customer satisfaction. Through the quality management it
exploits the market opportunities and manages the growth of the business.
B. Explanation on TQM, Quality assurance, Quality control and Quality culture
TQM- It refers to the total quality management which is a comprehensive approach for
organisational management. The model was developed by the Dr. WE. Deming in Japan 1960 that
focus on the improvement of quality of goods and services and gets the feedback. It is an approach
for long term success through customer satisfaction. It is a continuous process and acquires the
employee involvement. The basis of the TQM is to improve the process, culture, product and
services in which they work. It is a system approach of the ongoing business (Burch V and et. al.,
2019).
TQM is a approach of customer focus that involves the improvement of the employees in the
organisation for providing quality products by using the strategies, data and communication for the
integration of the quality discipline in culture and activities. It involves the three terms of TQM T-
Total were everyone is linked with the company involved in the improvement. Q- Quality where the
customer requirement is met. M- Management were everyone is involved in the execution and
facilitates the monitoring of the working. The ETC Company uses various elements of TQM
 Customer focused- The ETC main approach is to provide quality services and products to
the customers as customers determine the level of quality irrespective of the training,
designing process integration or the up gradation of software.
Total employee involvement- In the ETC the employees work together for achieving the specific
common goal by providing better working conditions and environment. It integrates the high
performance for the improvement (Choi and et. al., 2017).

 Process centred- The process involves the quality as the material is converted into the
finished product through using various steps of process. It is must for the company to define
and monitor the process steps for measuring the performance and removing the variations.
Strategic and systematic approach- It helps in the vision, mission and goals of the organisation
which involves the strategic planning formulating the strategic plan by integrating the quality
(Deepa and et. al., 2017).
The role of the quality manager of ETC Company is to provide better quality of the
product by using management quality system which involves the functioning of planning and
research and apply various practices. The manager allots the budgets. It is the responsibility of the
manager to hire and appoint the right individuals for handling the project. The manager should
ensure the optimum uses of resource and training program. The manager considers the ideas and
strategies of the employees for the improvement and delivers the superior quality products. The
primary functions of the manager are to analyse the customer needs and wants and provides the
quality standard product which will ensure the company success.
The implication of the TQM on the company was to improve the customer satisfaction and
measures the performance for improving the sustainability and motivated to the employees. The
benefit of TQM provided to the organisation leads to better product at low cost by using high
quality information which helps in time saving and reduce expenses. It provides the customer
satisfaction by measuring the quality. It involves the series of technical standard including ISO
9001- defines the procedure from purchase to sales, ISO 9002- defines the process targeting
towards standards, ISO 9003- applying the technical standard for final inspection and test, ISO
9004- quality management system applies the standards for better productivity (Kueh and et. al.,
2017).
The process of TQM involves the policy management which is a systematic process
directing the resources of the organisation for improvement in high priority areas. It involves the
total commitment from top management. Daily management is a process which ensures the
operations of the activities that are done according to the set plans. Daily problems are solved by the
management system. Team activity helps in achieving the goals and objectives leading to the
continuous improvement of the organisation (Wey, W.M., 2019).
Quality assurance- It is the process of avoiding the mistakes and defects from the products and
services which are manufactured and preventing the problem of the delivering product to the
customers. It is a component of the quality management focusing on the prevention of defects and
assuring the quality products. The defects of the product are measured through the quality control.
Both the terms are used interchangeably. It consists of administrative and procedural activities

utilized in quality system for fulfilling the requirement of the product and services. It involves the
process of systematic measurement and comparing and monitoring with the standards as to avoid
the prevention by controlling (Lleo and et. al., 2017).
Quality assurance involves the two principles “fit for purpose” and “right first time” which
determine the purpose and eliminates the mistakes. Raw materials, products and components,
production and inspection process are including in the quality assurance of the management. The
company involves the various approaches in Quality assurance of TQM, standards and company
quality. The quality assurance is used in various industry of manufacturing, automotive,
engineering, banking, government departments and universities. Auditing is the part of the quality
assurance. It consists various approaches such as failure testing which involves the stress test for
the consumer product by putting the stress on the increasing temperature and humidity. Statistical
control is required the analyses of objectives which uses the process control for the improvement
and tracking the quality.
The responsibilities of the quality manager vary from industry to industry which involves
the determination of the training needs, procedures and standards. The manager is responsible for
conducting the development and inspection activities and providing the satisfactory outcomes. It
sets the customer standards for the service and specifies the requirement of quality raw material
with the suppliers. Quality assurance is important for the organisation as the team helps in meet the
demand of the client and provides assistance for removing defects by maintain and setting high
quality standards. It helps in saving time and cost, boosts confidence of client (Moshiri, G.A.,
2020).
Quality assurance involves the process of PDCA cycle which defines the P- Plan where
organisations establish the objective by planning and determining the process foe delivering high
quality product. D- Do involves the testing and development of the process required in company. C-
Check relates to the monitoring and evaluating the process and making modification for achieving
the predetermined objectives. A- Act implement the tester of quality assurance which takes the
actions for improving the process (Veselovsky and et. al., 2019).
Quality control – It refers to the process of the evaluating and reviewing the quality of factors
involves in the production process. The ISO 9000 standard defines quality control as a part of
quality management. It involves the three aspects of elements including controls, job management,
and performance. Competence defines skills, knowledge, experience and at last soft elements such
as confidence, integrity, motivation and team spirit. The main component of the control is
inspection which involves the process of physical examination of the product to crack the defects.
The approaches involved in the quality control are statistical quality control which includes

charts and sampling. Total quality control used in designing, accounting, and in human resources
departments for the production. Statistical process control uses the control charts in a process for
evaluation and gets the feedback for performance. The process of quality control includes the steps:
The quality standards are set for the specific product and services after that the standard is decided
by focusing on the important measures that affects the profit of the company. After deciding the
standards operational process is carried for delivering the quality that leads to high quality products
by creating the bench marks. The process is reviewed by collecting the information regarding
customer relationship management and services tools. At last the feedback is taken and
improvements are made by conducting the consumer surveys, online ratings etc. It is performed in
every organisation (Muttakin and et. al., 2017).
The quality manager of the ETC Company ensures the loyalty of the customers by
determining the requirements of the quality control process. The manager is responsible for
providing the guidelines and legal obligations related to the health and safety and require the
supervision on technicians, inspectors and staff for reviewing the performance and giving feedback
on the work. It involves the quality inspectors which protect the consumer and company from the
damage and defective products. It involves the testing process which fixes the problem and returns
the product for the repairing as to remove the defect. The inspector supervises the work and
involves the correction of the problem.
The benefit provided to the company on the use of the quality control improves and
increases the customer satisfaction, lower the inspection cost by providing the better idea on the
process of the product. It increases the morale of the employees by implementing the quality control
procedures and works towards the common goals. Through the use of quality control production
methods are improved which creates the better equipment designs (Oakland and et. al., 2017).
Quality culture – It defines the set of group values providing the guidelines for the improvement of
work practices and on outputs. It is a fundamental concept in the organisation which helps in
sustaining the company growth by improving the quality. The quality culture applies the various
statistical methods, strategies and policies. Quality culture is the part of the management in which
the TQM, assurance, control of quality are the components. It is the environment in which the team
members are worked together for assuring the quality and decisions are made for achieving the
optimum level of quality (Psomas and et. al., 2018).
The benefit of the quality culture helps in maintaining the relation with employees and with
public. It fosters the development of quality by conducting the regular inspection which reduces the
frustration of employees. The quality culture helps in effective planning, better understanding of the
environment, having commitment from senior management for the functioning of the work. It
develops the better communication in the organisation and enhances the employee efficiency.

The ETC Company created the quality culture by defining the company values for raising
the quality standard and encourages the employees for quality improvement. The employees are
trained in quality culture by pursuing the audit and inspection and regulate the course of actions
reinforcing the values of the culture. The documents are implemented in the culture which
maintains the data of the policies and procedures by ensuring the accountability of the company.
Quality culture involves the quality objectives, quality policy, QMS planning. It involves the quality
management system which defines the policies, procedures, and processes required in the business
for carrying out the planning and execution to meets the customer demand. Here, everyone is
responsible in the improvement of quality culture in the organisation (Santos and et. al., 2019).
The ETC Company measures it quality by conducting customer surveys. A positive change
involves the management which needs to be measured and planned. The importance of maintain
quality culture ensures the team work and sets the expectations for the employees which leads to
better decision making and improves the overall workflow (Scheidt and et. al., 2019).
Conclusion and Recommendations
From the study the conclusion is made that the ETC Company was providing the quality
product and services by doing the inspection. It involved the TQM, quality assurance and control in
which the quality culture was defined. Inspection is the process of evaluating the activities by
measuring and testing the characteristics of the product. The ETC production plant was well
equipped having a strong financial base and having the loyal workforce which was rewarded by the
company by applying the management principles. The company was evolved with new business
entity. Due to the quality management the company was getting the recognition in worldwide for
the product range and having a great reputation which helped in building the goodwill. The
implementation of the quality management ensures the success by achieving the balance of equity,
profitability involving the activities, phases and methods in management.
The recommendations provide to the company for sustaining the improvement of the
quality was to remove the procedures and mainly focus on the process to simplify the work. The
system should be put in various hands instead of the few which will improve the Quality
management system by allocating the responsibilities to all the members in the organisations
through this team work is created and the system is revised. The company can eliminate useless
documents for improving the usability. The company can follow the management principle for
improving the quality such as centric approach, leadership qualities, decision making involvement
of the employees, system and process approach.
The company can uses various models in the quality management system such as FADE
model which defines focus, analyse, develop, and evaluation of the process by collecting the

various information regarding the material, customer requirements and implements the data plans.
Total quality management approach is also used by the company for involving the employee
participation. The manager of the quality assurance should set up rules and process for everyone
and ensures that the requirement of each test is clearly defined and understood by the team members
for gaining high performance.
Quality assurance can be improved of the company by keeping regular check on the
performance and defining the area clearly that what quality ids required and how to measure it for
this it requires the evaluation of key business area and setting the smart goals. Quality control of the
company can be improved by having the professional skilled people who can understand the plan
and functions properly in control procedures. The management can apply the six sigma technique
which will help them in understanding the employee’s needs and helps them in training and
motivation. The six sigma is the technique which focuses on the improvement of the product by
removing defects and errors. It is a structured approach helps in problem solving and sets the goals
and priorities on the customer basis. It involves the use of quality management methods. It is a part
of statistics that is used in statistical quality control by evaluating process capability. Goals and
priority are set on the basis of customer by understanding their needs which helps in customer
forecasting. The strategy was developed by the Motorola in 1986.
Quality improvement is the essential step in the company that manger takes of every
department by communicating with the team members regarding the safety and quality. The
manager must maintain the quality agenda which provides an overview of the entire organisation
and helps in knowing the gaps is increased. Job satisfaction is increased among the employees by
facilitating the coaching as the employees enjoy their work in good conditions which leads to better
performance involving positive contribution to quality, reimbursement and consumer satisfaction.
Quality improvement is a formal approach analysing the performance by applying various
techniques, tools. It helps in establishing the quality culture in workplace which integrates the
attitude, behaviour and actions of the quality improvement. It is essential for determining and
prioritizes the improvement area by analysing the risk and conditions.

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