PROJECT

TOTAL QUALITY MANAGEMENT

 INTRODUCTION
COMPANY: NISSAN

Total quality management (TQM) consists of organization-wide efforts to install and make
permanent a climate in which an organization continuously improves its ability to deliver
high-quality products and services to customers. While there is no widely agreed-upon
approach, TQM efforts typically draw heavily on the previously developed tools and
techniques of quality control. TQM enjoyed widespread attention during the late 1980s and
early 1990s before being overshadowed by ISO 9000, Lean manufacturing, and Six Sigma.
There is no widespread agreement as to what TQM is and what actions it requires of
organizations, however a review of the original United States Navy effort gives a rough
understanding of what is involved in TQM.
Total quality management can be summarized as a management system for a customer-
focused organization that involves all employees in continual improvement. It uses
strategy, data, and effective communications to integrate the quality discipline into the
culture and activities of the organization. Many of these concepts are present in modern
Quality
Management Systems, the successor to TQM. Here are the 8 principles of total quality
management:
1. Customer-focused
The customer ultimately determines the level of quality. No matter what an organization
does to foster quality improvement—training employees, integrating quality into the
design process, upgrading computers or software, or buying new measuring tools—the
customer determines whether the efforts were worthwhile.
2. Total employee involvement
All employees participate in working toward common goals. Total employee commitment
can only be obtained after fear has been driven from the workplace, when empowerment
has occurred, and management has provided the proper environment. High-performance
work systems integrate continuous improvement efforts with normal business operations.
Self-managed work teams are one form of empowerment.
3. Process-centered
A fundamental part of TQM is a focus on process thinking. A process is a series of steps
that take inputs from suppliers (internal or external) and transforms them into outputs that
are delivered to customers (again, either internal or external). The steps required to carry
out the process are defined, and performance measures are continuously monitored to
detect unexpected variation.
4. Integrated system
Although an organization may consist of many different functional specialties often
organized into vertically structured departments, it is the horizontal processes inter
connecting these functions that are the focus of TQM. Micro-processes add up to larger
processes, and all processes aggregate into the business processes required for defining and
implementing strategy. Everyone must understand the vision, mission, and guiding
principles as well as the quality policies, objectives, and critical processes of the
organization. Business performance must be monitored and communicated continuously.
An integrated business system may be modeled after the Baldrige National Quality
Program criteria and/or incorporate the ISO 9000 standards. Every organization has a
unique work culture, and it is virtually impossible to achieve excellence in its products and
services unless a good quality culture has been fostered.
Thus, an integrated system connects business improvement elements to continually
improve and exceed the expectations of customers, employees, and other stakeholders.
5. Strategic and systematic approach
A critical part of the management of quality is the strategic and systematic approach to
achieving an organization’s vision, mission, and goals. This process, called strategic
planning or strategic management, includes the formulation of a strategic plan that
integrates quality as a core component.
6. Continual improvement
A major thrust of TQM is continual process improvement. Continual improvement drives
an organization to be both analytical and creative in finding ways to become more
competitive and more effective at meeting stakeholder expectations.
7. Fact-based decision making
To know how well an organization is performing, data on performance measures are
necessary. TQM requires that an organization continually collect and analyse data to
improve decision making accuracy, achieve consensus, and allow prediction based on
history.
8. Communications
During times of organizational change, as well as part of day-to-day operation, effective
communications plays a large part in maintaining morale and in motivating employees at
all levels. Communications involve strategies, method, and timeliness.

HOW NISSAN PRACTICE TQM ?

According to the case the Total Quality Management (TQM) is a key feature of Nissan's
way of working. TQM involves making customer satisfaction top priority. Nissan Motor
has set this as the goals of the company, everything in the organization and its people do is
focused on creating high quality. In the case study, it shows how Nissan Motors defined
TQM is an ongoing process; a way of thinking and doing that requires an 'improvement
culture' in which everyone looks for ways of doing better. Besides that, how Just-in-time
technology and Kaizen activities helped Nissan Motor to perform better and increasing
sales. Nissan Motor’ productivity levels and the quality of final production there, have not
happened by chance or good fortune. They stem from an all-embracing approach to a
production process, designed to bring out the best in both people and machines. Thus, it
continues to be conspicuously successful.
Car assembly is a complex operation with many components requiring skilled assembly.
For example, That's a crude indication of what is involved. Management are particularly
keen to monitor total machine-hours and total labour-hours that each vehicle requires. So
far, Nissan has invested over £2.1 billion in the Sunderland site, taking its production
capacity to 500,000 vehicles per year. Production methods must be able to produce what
customers want, in the quantities customers require, at a price consumers are willing to
pay, and at a cost that yields a profit to the business. That means that being efficient is vital
to success.
In some industries it is possible to carry out individual job production to meet a particular
customer's request e.g. a wedding dress, a birthday cake, a fitted kitchen. However, very
nearly all of the world's car manufacturers mass produce standard models, with individual
consumer choice being accommodated by offering various colours, interior designs, and
optional extras within a limited flexible production process. People can still personalise
their cars further e.g. by choosing a particular car registration or accessories. In pursuit of
high output at low average cost, car manufacturing typically uses a continuous flow
production method, where sub-assemblies are brought together in a final assembly area.
This is the most cost effective and efficient method of production and the speed of the final
assembly line can be adjusted to match consumer demand. If demand picks up, the
production line can be accelerated, within predefined limits. At NMUK, the production
flow draws on three main production shops, as well as support areas. The three main shops
are:
• Body assembly
• Painting
• Final assembly-Supporting manufacturing areas are:
• Press shop - produces panels for the vehicles
• Plastics shop - makes bumpers (fenders) on site
• Castings shop - makes engine parts e.g. cylinder heads
• Engine shop - assembles engines, installs oil, coolant fuel
• Axle plant - produces axles that are joined to engines in final assembly.
Total Quality Management (TQM) is a key feature of Nissan's way of working. TQM
involves making customer satisfaction top priority. Given this goal, everything the
organization and its people do is focused on creating high quality.
To achieve this, Nissan has to:
• Understand customer requirements
• Consider the processes involved in providing quality, not just the end result
• Priorities and Standardize tasks to deliver quality
• Educate all employees to work in this way. In practical terms TQM involves:
• Identifying customers and their requirements
• Establishing and using objectives (targets) for all areas of activity
• Basing decisions on researched hard facts rather than on hunches
• Identifying and eliminating the root causes of problems
• Educating and training employees.
CONCLUSION
Productivity levels at Nissan's plant in Sunderland, and the quality of final production
there, have not happened by chance or good fortune. They stem from an all-embracing
approach to a production process, designed to bring out the best in both people and
machines. It continues to be conspicuously successful.
REFERENCE
http://businesscasestudies.co.uk