SKEDSOFT

Total Quality Management (Tqm)

Introduction:
Modern measurement of quality should of course be closely related to the definition of quality. Improvement is not about measurement; however effective measurement and data collection plays an important role.

 

Defining measurement system:

Measurements are classified according to two criteria: the stakeholder and whether we are talking about processes or results.

 

 

 

The company

The customer

The society

The process

Employee satisfaction (ESI) Checkpoints concerning the

internal service structure

Control and checkpoints

concerning the internal

definition of product and

service quality

Control and checkpoints concerning, e.g.

environment, life cycles etc.

The result

Business results Financial ratios

Customer satisfaction (CSI) Checkpoints describing the

customer satisfaction

‘Ethical accounts’

Environmental accounts

 

Measurement of quality—the extended concept

 

 

 

 

 

 

 

 

 


Fig: Actual way of leading compared with the ideal

THE IMPROVEMENT LOOP

  • Traditional measurements have focused on the lower left-hand corner of this table, i.e. the business result and we have built up extremely detailed reporting systems which can provide information about all possible types of breakdown of the business result.
  • However, as mentioned above this type of information is pointing backwards and at this stage it is too late to do anything about the results.
  • What we need is something which can tell us about what is going to happen with the business result in the future.
  • This type of information we find in the rest of the table and we especially believe (and also have documentation for) that the first four squares of the table are related in a closed loop which may be called the improvement cycle.