TOTAL QUALITY MANAGEMENT (TQM) R. Ashley Rawlins TD. DL. authornouse*

TOTAL QUALITY MANAGEMENT (TQM) R. Ashley Rawlins TD. DL. authornouse*

TABLE OF CONTENTS Acknowledgements Introduction xiii XV PART ONE The Total Quality Management Concept What is Quality? Introduction Total Quality Management (TQM) - A Definition Quality Management - An Organisational View Point Quality Management - Ideas and Approaches Juran's Nine Steps to Quality Goals: Crosby's Fourteen Steps for Quality Improvement Deming's Fourteen Steps for Products & Services Improvement Comparison of Approaches The Mission Statement Cultural Implications Changes in Management Training How TQM Helps Organisations Causes of Quality Problems Meeting the Requirements Customers Suppliers Commitment to Quality Three Major Components A documented system Statistical Process Control (SPC) Teamwork Planning the Implementation of TQM 1 3 4 5 6 7 7 8 9 12 14 15 17 19 21 24 24 25 25 26 27 27 28 29 VII

Quality Gurus References 31 33 PART TWO Organisational Background - Leeds City ' Council "Architects" Introduction Historical Background Early Changes Changing Climate Political Requirements Confrontation Uncertainty Influences on the Objectives Organisational Culture * 37 39 39 39 43 44 45 50 54 62 Organisational Structure - Leeds Design Consultancy 63 The Capital Programme 66 Barriers to a Total Quality Programme 70 Leeds City Council's organisational structure 75 Corporate Policy Guidance 78 Comprehensive Performance Assessment 81 Delegated Decisions 81 Area Committees 82 Area Delivery Plans 84 Consultation and communication 84 Background to Corporate Governance 86 Customer satisfaction monitoring 87 Leeds Annual Survey 88 Proposed Corporate Strategies 92 Identifying Strategic Service Priorities 93 Summary of Key Points 94 Performance Assessment 102 References 107 Vlll

PART THREE Research Methodology 111 Observation 111 Limitations of Observation 113 Interview Research Method 114 Advantages of Interview Method 115 Disadvantages of Interview Method 116 Telephone Interviewing 116 Choice of Research Methods 117 In-Depth Interviewing 119 Advantages 120 Disadvantages 120 Interviewing Format 121 Interview Results 122 Interpretation Method 123 Questionnaire 124 References 129 PART FOUR The Implications 131 Topic Areas 133 Understanding the TQM Concept 133 Expectations 133 Realisation 133 Success or Failure 133 Involvement 134 Attitudes and Relationships 134 Target Population 136 Interviewees Background 137 The Analysis 142 Understanding the Concept 143 Expectations 143 Commitment to the Organisation's Objectives 146 tx

Appraisal and Performance Related Pay 150 Structured Questioning 154 Job Satisfaction 155 Training and Career Development 156 Communication 158 Issues Affecting the Quality of service Provision 159 A summary of the Key Points 161 Programme Implementation 165 Strengths 165 Weaknesses 166 Working Relationships 171 Was TQM a Success for LDC? 174 Communication Strategy 176 Good Communication Strategy 177 Quality procedures 180 A Framework to Maintain Standards 181 Training 182 Consensus in Local Government 184 Internal Control and Risk Management 188 Training 189 British Airways Experience 189 British Airways Standards Drop 194 Conflict at British Airways 196 Industrial Action at British Airways 198 British Airways' Attempts at Salvaging 200 Nottingham City Council (Ncc) Expepience 205 Nottingham City Council and Democracy 205 Best Value Performance Plan 206 Nottingham's Constitution 207 Council Responsibilities 207 Partnerships 212 Living in Nottingham 213 Nottingham City Council (NCC) Approach to TQM 215 Restructure 215 The Old Organisation Structure 216

The Machine Organisation Structure 216 The New Organisation Structure 217 The Professional Organisation Structure 218 The New Structure - Modified 218 The Diversified Organisation Structure 219 Quality Systems 221 Staff Reaction to the Programme 223 British Telecom (BT) Experience 239 About British Telecom 239 Innovation 241 British Telecom's Approach to TQM 241 TQM Programme Implementation 244 BT's Reputation 246 British Telecom and Workplace Diversity 249 Diversity Legislations 253 TQM at Rover Group 255 Imported Management Techniques 255 TQM, Quality Circles and JIT 256 Communication at Rover 257 Performance Monitoring 258 Rover collaboration 259 Rover's Training Development Programmes 259 Rover Vulnerable in JIT Production 260 Human Resources Policies and TQM 261 Author's Visit to Rover 261 TQM in Schools 265 The Development of TQM in China 274 Chinese Companies and TQM 277 Management of Change 278 How 5-S is Practiced in some Organisations 280 The Hong Kong 5-S Campaign 280 Comparison of TQM Approach 286 Summary 288 Disappointment and Disillusion 292 Issues for Companies Introducing TQM 293 XI

The Recipe 299 TQM Implementation Phases 307 Strategy for Successful TQM 309 Is TQM Still Relevant in 2007 & Beyond? 314 Public Sector TQM 315 UK Quality Training Initiatives 320 References 323 xn