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TQM Rolling plan

Step by step TQM implementation plan...


➣ Gather and review data from customers.

➣ Gather and review data from employees.
➣ Gather and review data on processes.
➣ Develop a plan to achieve short-term TQM goals.
➣ Develop a plan to achieve long-term TQM objectives.
➣ Assign accountability for implementing the TQM plan.
➣ Develop ways to measure the success of the TQM implementation.
➣ Revisit the TQM plan to identify needed changes and document
Leadership & Commitment

➣ Work together as a team to create the organizational mission vision,

values and implementation strategies.
➣ Train others in the organization in TQM.
➣ Visit other locations in your organization to see how TQM is working.
➣ Reinforce TQM through rewards, recognition and promotions.
➣ Maintain close and direct contact with key customers.
➣ Create an empowering environment.
➣ Hold managers accountable for implementing TQM.
➣ Take ownership for key process improvements.

➣ Develop a TQM infrastructure.

➣ Create a means to manage the TQM rollout.
➣ Identify, train and empower internal TQM champions.
➣ Develop a process for reopening and monitoring TQM.
➣ Identify, select and train individuals to consult internally on quality
➣ Designate one person to be directly accountable to the seniormost
person to execute implementation details.
Focus & Rollout

➣ Develop a TQM rollout.

➣ Target as a short-term goal, the key processes you want to improve
and measure.
➣ Target as a short-term goal, the key managers who will implement
➣ Target as a short-term goal, the key locations in which to implement
Focus & Rollout contd...

➣ Target as a short-term goal, the customer priorities on which to focus.

➣ Target long-term rollout needs for headquarters, divisions, regions and
➣ Target long-term rollout needs for more complex processes.
➣ Select a few critical processes, and assign a senior manager personally
accountable for improving them.
➣ Set stretch objectives for improvement along critical lines like cost,
time and defects for each targeted process.

➣ Review existing measures in the light of TQM priorities.

➣ Develop a TQM measurement strategy and plan.
➣ Develop customer-driven listening strategies and measures.
➣ Establish new measures, as needed, to track employee satisfaction.
➣ Establish new measures, as needed, to track process improvement.
➣ Establish new measures, as needed, to track organizational
➣ Develop TQM measurement tracking and reporting systems.
➣ Use measures for proactive prevention rather than reactive correction.
➣ Benchmark against world-class organizations.

➣ Develop a TQM training strategy and plan.

➣ Assign responsibility for TQM education to a senior manager.
➣ Identify gaps between current training and TQM training needs.
➣ Establish a TQM curriculum.
➣ Identify training sources to develop and deliver TQM training.
➣ Align training with everyday work.
➣ Identify and train the best people to be facilitators.
➣ Develop measures of training effectiveness that reflect feedback from
customers, employees and processes.
➣ Benchmark TQM training against world-class organizations.

➣ Identify and fulfill TQM needs for financial support.

➣ Consider the needs of the customer when allocating resources.
➣ Incorporate quality into annual planning and budgeting processes.
➣ Consider your commitments to suppliers when allocating resources.
Information and communication

➣ Gather and integrate information critical to TQM implementation.

➣ Assign a senior process-owner to manage information and
➣ Develop a TQM communication strategy and plan focussing on
➣ Measure the effectiveness of TQM communications.
➣ Communicate a personal statement from the CEO about commitment
to quality.
➣ Provide systematic and periodic updates to your customers and

➣ Align TQM with strategic planning.

➣ Align TQM with other key organizational processes.
➣ Align TQM with customer needs.
➣ Include quality involvement in every persons job description.

➣ Identify key customers.

➣ Develop a customer alignment strategy and plan.
➣ Establish valid customer requirements and expectations.
➣ Develop and use customer satisfaction measures.
➣ Create partner relationships with key customers.
➣ Link customer requirements to the development of new products and

➣ Develop and communicate policies and procedures to remedy service

➣ Empower everyone in the organization to delight the customer.
➣ Gather continuous feedback from customers.
➣ Anticipate customers future needs.
➣ Benchmark to help achieve continuous improvement and measure the
quality of the competition.

➣ Identify key suppliers.

➣ Develop a supplier-alignment strategy and pan.
➣ Establish valid supplier requirements and expectations.
➣ Develop and use supplier satisfaction measures.
➣ Use a vendor certification process.
➣ Create partner relationships with key suppliers.
➣ Anticipate suppliers future requirements.

➣ Give supplier awards.

➣ Offer TQM training to suppliers.
➣ Benchmark with key suppliers to learn how competitors are operating.
➣ Gather continuous feedback from suppliers.
➣ Empower everyone in the organization to improve relationships with
Continuous improvement

➣ Continuously improve your standards

➣ Do regular PDCA ( Plan, Do, Check , Act )