8/7/2019 Total Quality Management (TQM) - Anil Mishra

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Anil Kumar MishraLIO, NCHRC, NIHFW

New DelhiEmail id: anilmlis@gmail.com

Blog: http://anilkmishra.blogspot.com

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Total ± Made up of whole

Quality ± Degree of Excellence of a Productor Service

Management ± Act , art , or manner ofhandling, controlling, directing etc

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Total Quality Management is not a destination, but a journey to-war improvement.

(Hunt, Managing for quality 1991)Quality is conformance to requirements.

(Philips B Crosby)

A predictable degree of uniformity and dependability at low cost andsuited to market.

(W. Edwards Deming)

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A committed and involved management to providelong term top to bottom organizational support.An unwavering focus on the customer, both

internally and externallyEffective involvement & utilization of the entireworkforceContinuous improvement of the business &production processTreating supplier as a partnersEstablish performance measures for the processes.

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T Integration of Customer

Integration of Staff

Integration of Suppliers

Q Quality of Work Quality of Processes Quality ofEnterprise result Quality of Productsand Services Quality of HR

MPromote team spirit Increase learn ability Increase consistencyTo provide synergyeffect in groupworkings

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Q = P/E

DIMENSIONS OF QU ALITYQ= (P, F, C, R, D,S, R,A, R)

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SynergisticRelationships

ContinuousImprovement

and SelfEvaluation

LeadershipA System of

OngoingProcess

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Incremental changes lead to continuous improvementquick solutions may yield only partial results.Provides a method of improving services to users in aperiod to similar resources.

Helps break down barriers between library departmentsand improves communication within the organization.Improves the level of training given to staff thusincreasing skills.Increases staff participation in decision making, thusincreasing the feeling of ´ownershipµ of decisions anddirections once charted.Forces library managers to develop leadership skillsinterested in replaying power with in position to obtainresults.

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Jurow andBarnard (1993)

Vocabulary

Commitment

Process

Professionalization

Miller andStearns

D ifferentview points

Loss of control

Employee¶sreluctancy

Companybackground

Typ e f

i est e t

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Six Factors enables the Proper Implementation of TQMThere must be a warm, supportive learningenvironment.Students should be asked to do only useful work.Students should be asked to do the best they can do.Students should be asked to evaluate their ownwork and improve it.

Quality work should always feel good.Quality work should never be destructive.

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SU Improve signage Provide a more convenient material return

GG Simplify checkout of materials Ask vendors to give product demonstrations

ES Improve the physical layout of the library Develop an active outreach program

TI

Offer electronic document delivery

Track complaints

ONSPublicize new or changed servicesUse flexibility in staff assignments

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To Implement ERP (Enterprise Resource PlanningSystem) for Specific module for College AndIndustrial Libraries.By formulating Strategic plans with commitment .By Continuous improvement.Flexible System for Libraries.Quality Improvement.

Computerized System for Allocation AndDistribution.By Fulfilling Ethical ResponsibilitiesGradual Review and Updates.

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