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Total Quality Management (TQM):

Total Quality Management (TQM) [1] is a management approach that aims for long-term success by
focusing on customer satisfaction. TQM is based on the participation of all members of an
organization in improving processes, products, services, and the culture in which they work. Quality is
about manufacturing a product that people can depend on every time they reach for it.

Coca Cola knows product and package quality is a key to ensure their products in the marketplace
meet Company requirements and consumer demands. The global nature of their business requires
that the Coca-Cola system has the highest standards and processes for ensuring consistent product
safety. Coca Cola uses a system that is called Coca Cola management System (TCCMS [2] ) to manage
their product quality. That will hold all of their operations in the same standards for production and
distribution. It guarantees the highest standards in quality, the environment, safety and the health of
customer. And they requires each business within the Coca-Cola system must establish, implement,
document and maintain a safety and quality system in accordance with TCCMS requirements.

In 2007, 2008, the quality index rating of Coca Cola Company was 94.5. In 2008 Company Global
Package Quality Index rating increased to 91.2 from 90.4 in 2007, also reaching our highest-ever
value.

Problems in Coca Cola: Coca-cola has been facing problems in the operation department and because
of that, to deal with this, they always try to identify the problems and refer or address the problems
to the top executives of the organization. We can recognize that all the problems will be aware and
check by Coca-cola group.

Fixing the problem: If the problem are listed and presented by the easiest way for the manager to
read. Getting of ideas is very important to solve the problem. For example, the problems happen in
the operation, if they generated their ideas to solve this kind of problems, so they can be proactive to
solve this problems more than. After listing and jotting down the ideas, they will test whether the
ideas can prove suitably in solving the problems.

Total Quality Management (TQM) is an approach to managing a business, including a dairy business.
The approach is directed at attaining quality in both production and process.

Although in the dairy industry quality is often thought of as an attribute of the milk produced and sold,
quality also includes all parts of the farm and the people that make up the farm.

TQM is not just a change in process. Rather, it represents a commitment to continual improvement of
quality. The success is dependent on identifying and communicating your quality goals, understanding
the systems on your dairy, defining the processes and work to achieve your quality goals.

In addition, it is necessary to collect information and monitor the process to verify you are meeting
your quality goals, and making changes in processes and goals to reflect your progress toward
quality.

The obvious benefit of TQM to a dairy producer, regardless of herd size, is that it simplifies your work
life because it defines the important farm quality goals, how they will be achieved, and what needs to
be done to produce the quality product.

The following example may help illustrate the use of TQM in a dairy farm business.

John and Heather are third generation dairy producers milking 75 cows. They raise their own heifers
and grow forages and corn. John and Heather are hard workers, but are experiencing problems.

Production is not as high as it could be, the reproductive program is not working well, and
improvements could be made to the facilities.
Heather and John knew they were ready for a change and saw the most important area as the
reproductive program. Too many cows were open more than 120 days and John knew it was because
he made the program too complicated.

As John and Heather met with their veterinarian to begin work on correcting the problem, they
developed a flow chart describing the breeding and conception process. They also developed goals
they wanted to achieve and recorded those goals on paper.

As they developed their plan for improving reproductive performance, John and Heather made sure
to build in several areas where they could simply and effectively monitor progress.

Simple graphs were used to chart progress toward achieving goals. The monitoring and records that
were kept resulted in positive changes to the work process and improvement in reproductive
performance.

The continuous improvement through monitoring and evaluation is the essence of TQM.

Some people believe employee motivation to do a quality job is more a function of providing the tools
an employee needs to accomplish the tasks or work and less a matter of psychological efforts.

A good employee will fail if they do not understand what they are trying to achieve and how they
should do the work to meet the goals.

TQM provides structure to the job so employees can function successfully with less frustration. To
make this work, it is essential that employees become part of the planning team for the systems they
are responsible for and receive the feedback and guidance for accomplishing their job.

This TQM structure changes attitudes on the dairy from simply working to finish a job to working to
achieve an outcome.

If you hire a person to manage your dairys reproductive program, or any other program, it will be
easier for you and the hired employee if you can agree on the goals of the program, how the program
will be done, and how it will be monitored.

A TQM plan will establish exactly who is responsible for work and the approach allows constant
feedback on job performance. A TQM plan will establish exactly who is responsible for work and the
approach allows constant feedback on job performance.

Importantly, the employee becomes part of the team and can provide important insights on the
day-to-day operation which you as a supervisor may not appreciate. The TQM plan becomes part of
an employees job description and is the standard operating procedure for the dairy.

Effectively hiring and supervising employees is more complicated than developing a TQM plan, but
the implementation of TQM short circuits a common failure in employer-employee relationships:
poor communication of job expectations.

The approach helps everyone on the dairy focus on the important issues of defining and achieving
outcomes.

Total Quality Management is an effective tool to help you simplify and organize your dairy. It requires
that you as management (whether you own 40 or 4000 cows) define your enterprise goals and
organize the dairy into systems.

When you define your dairy systems, then you and your employees (this includes your veterinarian, AI
technician, nutritionist, crop advisor, and anyone else you contract or pay for services) will define the
processes and work to meet goals.

Once the programs are implemented you must have records and monitors to follow your progress.
The process is continual with constant feedback and communication with all members of the team.
The most difficult part of the program is setting up the time to plan and outline the approach.
Ultimately, the time spent will result in a more satisfying experience for both owner and employees.

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