The document discusses concepts related to Total Quality Management (TQM) including its philosophy, focus elements, history, and key principles. It describes TQM as a continuous improvement philosophy that aims to satisfy customers and mobilize the entire organization. The document outlines criteria for evaluating organizations, including leadership, strategic planning, customer focus, information analysis, human resource development, process management, and business results. It provides examples of how TQM principles can be applied to areas like strategic planning, customer satisfaction, process management, and human resource development.

1. Total Quality Management & Six Sigma … ..30 Contact Hrs. for Class of 2009

36. Traditional versus Total Quality Human Resource Paradigm (table) (PLEASE SEE THE WORD DOCUMENT ATTACHED)

38. TQM… Human Resource Development & Management (Linking HR Plans to Business Strategy) Corporate operating principles to provide full opportunity to employees to reach their full potential by developing a high performance culture to support its vision, mission & goals Human Resource impacting Business Strategy Attract, develop, challenge & retain a diverse workforce to have skills in the organization to build business Involve & empower employees to improve processes & participation in decisions that impact business Recognize & reward performance that contribute to the business strategy and goals Continuously improve those elements of the work environment That enhance employees well-being, satisfaction and productivity Roadmap Staffing & Development Recognition & Reward Continuous Improvement Involved Employee

43. List of Employee Involvement LEVEL ACTION PRIMARY OUTCOME Information Sharing Managers decide and inform employees Conformance Dialogue Managers get input and then decide Acceptance Special Problem Solving Managers assign one time problems to selected employees Contribution Intra Group Problem Solving Intact groups meet weekly to solve local problems Commitment Inter Group Problem Solving Cross functional teams meet to solve mutual problems Cooperation Focused Problem Solving Intact groups deepen daily involvement in a specific issue Concentration Limited Self Direction Teams at selected sites function full time with minimum supervision Accountability Total Self Direction Executives facilitates self management in an all team company Ownership

53. Business Performance Measures & Indicators Business Performance Supplier & Partner Organizational Effectives Defects & errors Productivity Cycle time Regulatory & legal compliance New product introductions Community Service Safety Environment Perceived Value Overall satisfaction Complaints Gains & Losses of Customer Customer awards & satisfaction Return of equity Return of Investment Operating profit Earnings per share Market share % new product sales Absenteeism Turn over Training effectiveness Grievances Suggestion Rates Employee Satisfaction Customer Human Resource Financial & Market Financial Market Quality & Delivery Price & cost saving

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