Total Quality Management in Action

Transcription

1 Total Quality Management in Action

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3 Total Quality Management in Action Edited by Gopal K. Kanji Head of the Centre for Quality and Innovation Sheffield Hallam University Sheffield UK Organized by the Centre for Quality and Innovation Sheffield Hallam University CHAPMAN & HALL London Weinheim. New York Tokyo Melbourne Madras

4 Published by Chapman & HaU, 2-6 Boundary Row, London SE18HN, UK Chapman & Hall, 2-6 Boundary Row, London SEI 8HN, UK Chapman & Hall GmbH, Pappelallee 3, Weinheim, Germany Chapman & Hall USA, 115 Fifth Avenue, New York, NY 10003, USA Chapman & Hall Japan, ITP-Japan, Kyowa Building, 3F, Hirakawacho, Cbiyoda-ku, Tokyo 102, Japan Chapman & Hall Australia, 102 Dodds Street, South Melbourne, Victoria 3205, Australia Cbapman & Hall India, R. Seshadri, 32 Second Main Road, CIT Eas~ Madras , India First edition Chapman & Hall Softcover reprint of the hardcover 1 st edition 1996 Chapter 3 Joiner Associates Inc. Chapter 13 John MacDonald ISBN-13: DOl: / e-isbn-13: Apart from any fair dealing for the purposes of research or private study, or criticism or review, as permitted under the UK Copyright Designs and Patents Act, 1988, this publication may not be reproduced, stored, or transmitted, in any form or by any means, without the prior permission in writing of the publishers, or in the case of reprograpbic reproduction only in accordance with the terms of the licences issued by the Copyrigbt Licensing Agency in the UK, or in accordance with the terms of licences issued by the appropriate Reproduction Rights Organization outside the UK. Enquiries concerning reproduction outside the terms stated here should be sent to the publishers at the London address printed on this page. The publisher malces no representation, express or implied. with regard to the accuracy of the information contained in this book and canoot accepr any legal responsibility or liability for any errors or omissions that may be made. A catalogue record for this book is available from the British Library Library of Congress Catalog Card Number: 96-S Printed on permanent acid-free text paper, manufactured in accordance with ANSlINISO Z and ANSIINISO Z (Permanence of Paper).

5 CONTENTS Preface PART ONE TQM Principles and Practice The European Foundation for Quality Management: latest developments G. de Raad 2 Creating robust product and process design H.J. Bajaria 3 Leadership in the 21st century B.L. Joiner 4 The system works.. only through co-operation J. Carlisle 5 A strategy for nurturing a culture of continuous improvement T.G. Wheeler and R. W. Wells 6 T I Europe - "Strategies for Excellence" D. Antcliffe 7 Doing quality from the middle: the Sheffield experience D. Gilks, J. Grogan, D. Miller; A. Nash, D. Patmore and A. Tomes 8 Quality deployment in the service sector J.J.E. Swaffield, D. Graham, P. McBeth and J. Dotchin 9 Onwards and upwards - building on business excellence T.w. Boon 10 Achieving excellence in small and medium sized enterprises A. Dodd and M.J. Pupius II Overcoming the barriers to TQM D.S. Morris and R.H. Haigh 12 Planning for excellence A. Liston 13 Forget managing change - get back to managing the business J. MacDonald PART TWO Community and Education 14 Principles of quality in the community J.Marsh ix

6 vi Contents 15 Quality management systems in HEIs in the UK: an empirical study N. Narasimhan 16 Implementation of a holistic quality concept at a university as a tool for increasing efficiency and effectiveness M. Carlsson 17 An evaluation of the introduction of TQM in Castle junior school P. Murgatroyd 18 Assessing service quality in charity and voluntary organisations E. Vaughan. E. Shiu and M. Donnelly PART THREE The Role of Self Assessment 19 Converting an internal audit into a positive process G.D. Beecroft 20 Integrating quality and business planning using a self assessment matrix A. Brown and T. van der Wiele 21 Driving commitment to business excellence through self-assessment S.A. Black 22 The use of the European business excellence model as a business planning tool by an NHS trust H. Walshaw 22a Is the business excellence model applicable in the UK public sector? D.M. Read PART FOUR International Comparisons 23 Material and scheme for continuous quality improvement in Catalonia x. Tort-Martorell. P. Grima and A. Robert 24 Quality problems in Libyan industry T.M.S. Tarbaghia and J. Betts 25 The origins of European quality J.G. Roche 26 QC circle activities - Japanese and European way H. Yui and G.K. Kanji PART FIVE Enterprise and Industry 27 Self assessment in the small company environment G. Wilson 28 Achieving culture change in an integrated steel works rolling mill P.e. Dobson 29 Best practice implementation of Total Quality Management: multiple cross-case analysis of manufacturing and service organisations M. Terziovski. A. Sohal and D. Samson

7 Contents vii 30 Cultural change for survival P.l. Hogg 200 PART SIX Quality Methods The investors in people and total quality Venn diagram H.M. Solomon Are quality plans necessary in a total quality organisation? M. Gibson Business process re-engineering: a retrospective case study LR.P. Reavill Implementation of total productive maintenance in support of an established total quality programme R. McAdam and A. Duffner Achieving contractual requirements and a TQM approach M.J. Cook 225 PART SEVEN Continuous Improvement Process Why is it sometimes so hard to implement process capability studies? M. Deleryd Has TQM really taken advantage of the IT revolution? A.M. Pybus TQM in financial services: an empirical study of best practice D. Longbottom and M. Zairi The implementation of Total Quality Management in small and medium enterprises 1.D. Lancaster 255 PART EIGHT Quality Measurement Adapting the SERVQUAL scale and approach to meet the needs of local authority services M. Donnelly, E. Shiu, 1.F. Dalryulpe and M. Wisniewski Improving the dissemination of SERVQUAL by using magnitude scaling M.C. Hart Business improvement programmes: measuring process in the Times top M. Banks and c.l. Stone Cultural changes in functional deportment K.A. Eaton Customised interviewing: a research revolution 1. Kiernan 279 Index of contributors 289

8 PREFACE Following the very successful First World Congress for Total Quality Management in Sheffield last year, let me welcome you once again to the Second Quality Conference organized by the Centre for Quality and Innovation at Sheffield Hallam University. The theme for our 1996 conference is 'TQM in Action' and we have focused on the practical aspects of TQM, including the challenges, the pitfalls, the techniques, the benefits etc. In this book, leading experts from various parts of the world have provided real opportunities to share best practice and the experiences of world class quality activities, operating in public and private sectors, manufacturing, service industry, education and local government. As last year, we are also very proud to include the second British Deming Memorial lecture which will be presented by Dr Brian L. Joiner, on the theme of 'Leadership in the 21st. Century'. Papers for this conference have been categorised according to different aspects of TQM. They include: 1 principle of practices of TQM 2 community and education 3 the role of Self Assessment 4 international comparisons 5 enterprise and industry 6 quality methods 7 continuous improvement process 8 quality measurement I would very much like to thank all the conference delegates, speakers and organisations for their generous contributions without which there would be no 'TQM in Action' conference. A very sincere welcome to you all and I wish you a fruitful and enjoyable stay in Sheffield.