Towards Successful Implementation of Tqm -Dr. Kamran Moosa

7/30/2019 Towards Successful Implementation of Tqm -Dr. Kamran Moosa

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2013 MEQA CONFERENCE

JEDDAH, SAUDI ARABIA

DR. KAMRAN MOOSA, PAKISTAN 1

Dr. Kamran Moosa

Advisor & Past Chairman,

Quality & Productivity Society of Pakistan

TOWARDS SUCCESSFUL

IMPLEMENTATION OF TQM

PAKISTAN

Part 1

Overview and

State of TQM

in Pakistan

Part 2

TQM

Implementation

Challenges

Contents

2K. MOOSA, MEQA 2013 CONFERENCE, JEDDAH, SAUDI ARABIA






Journey of QualityManagement in Pakistan

3

PART 1

PAKISTAN

Population 180 M

GDP Contribution 20 % Agriculture

26 % Industry

54 % Services

% Occupation 45 % Agriculture

21 % Industry34 % Services

Labor Force 60 Million

Capita Income $ 1256 (2012)

4

Pakistan

(Source: Pakistan Economic Survey 2011-2012, GOP)

K. MOOSA, MEQA 2013 CONFERENCE, JEDDAH, SAUDI ARABIA






PAKISTAN

Cont…

Literacy Rate 58 %

Primary Schools 155,500 ; Students 20.0 M

Middle & Secondary 70,000 ; Students 9.3 M

Colleges 1,558 ; Students 1.0 M

Universities 135 ; Students 1.4 M

______________________________________________

Overall 227,400 ; Students 31.7 M

5

(Source: Pakistan Economic Survey 2011-2012, GOP)


PAKISTAN

PAKISTAN INDUSTRY

5000 Garments

1220 Ginning

750 Finishing

700 Knitwear

456 Spinning

400 Towels

200 Weaving

6

Textile

8800

Manufacturing Units







PAKISTAN

Cont…

725 Tanneries

460 Garments

524 Footwear

348 Gloves

302 Sports/Goods

7

Leather2360

Manufacturing Units


PAKISTAN

Cont…

77 SUGAR PLANTS

11 FERTILIZERS PLANTS

25 CEMENT PLANTS

87 OIL MILLS

500 STEEL MILLS/RELATED

1129 CHEMICAL PLANTS

750 SOFTWARE

370 CONSTRUCTION

131 ISP’s

8

Others

Manufacturing

Units







PAKISTAN

Automobile& Aircraft

Manufacturing Units

Cont…

47 MANUFACTURERS

6 CARS (1 LOCAL)

19 TRUCKS/BUSES

22 MOTORCYCLES

780 DIRECT VENDORS

3 AIRCRAFT OVERHAULING

1 LOCALLY DESIGNED

(JF Thunder)


Made in Pakistan

Made in Pakistan

PAKISTAN

10

TQM in Education & Certifications

Certification Bodies (ISO Stds)

20

Academic / Universities

135 universities

Accreditation Bodies (HEC, PEC, PMDC, etc)

TQM as a subject in MBA

SQC in BSc Engineering

MSc in QA/TQM by two institutions

PGD in QA by two institutions

Chambers of Commerce

TQM Bureau, Lahore Chamber of Commerce

& Industry







PAKISTAN

1980s

1990s

2000s

2010s TQM Growth

TQM Journey in Pakistan

Inspection / T esting

ISO Stds

TQM / TPM

Six Sigma,SQCC Schools

HEC’s Self Assessment

Big Industry

Automobile,

Defence, Engg.Textile

Automobile,

Telecom

Banks, Software

Engineering,

Banks, Telecom

universities


PAKISTAN

1980s

1990s

2000s

2010s TQM Growth

TQM Journey in PakistanInspection / Testing

ISO 9000

TQM / TPM

Six Sigma,

SQCC Schools

HEC’s S.A.

Good Lab is good QC

ISO 9000 as a QA Model;

everyone took interest

Criticism on ISO 9000; goals

not met; serious concerns

Quality Circles in

Schools; Six Sigma

picked up; partial

Q’Award







PAKISTAN

• 20 years of outstanding TQM history

• Quality Circles, Kaizen, JIT, 5S, TPM,

Statistical Process Control

• 50-60 Quality Circles / year

• 8000-9000 Kaizen per year

13

Case 1: Indus Motors Karachi


PAKISTAN

• 2007: Initiative of Quality Circles / TQM in

Education in Northern Region of Pakistan

• 70 institutions involved in SQC as extra

curricular activities

• Objective: To produce Quality minded

Citizens

• Annual Convention where students

participate

Case 2: TQM / Students Quality Circles in Schools

Modernage School, Abbottabad







PAKISTAN

• Adopted Bloom’s Taxonomy as a Basic

Learning Quality; i.e. 6 Levels – Level 1: Remembering

– Level 2: Understanding

– Level 3: Applying

– Level 4: Analyzing

– Level 5: Evaluating

– Level 6: Creating

• Adopted TQM/SQC in curriculum, Exams,and Teaching Methods

• Personality Development

•New Initiative ‘Industrial Kid’; industryliaison at school level

Case 3: TQM in School:

SPS School & College, Swat


PAKISTAN

1. QM / QA deals with improving process based approach to organizational

performance improvement & standardization, still at growth level at the

national level

2. Used in Pakistani industries and organizations as voluntary programs since

1990’s; 20 years of experience in Pakistan (e.g. ISO Stds).

3. Only 10-30% success rate is commonly reported in internal QA programs

(and even in external QA programs)

4. Too many companies start these initiatives for 1-2 years and then

abandon; very few cross the 3

rd

year. Weak Sustainability5. Effective implementation of internal QA was found in 15% firms ,

satisfactory in 25%; poor in 60%. Ref: Moosa (2000)

6. Role of ISO Certifications is weak, need some upgradation

7. National Quality Award called Prime Minister Quality Award mobilized in

2012. Not yet awarded.

QA/TQM Challenges at the national levels







Quality and Productivity

Society of Pakistan

Building a World -Class Pakistan

QPSP Website

18






QPSP memberships

19

PAKISTAN

• Forums (monthly Quality Forum)

• Magazine (Quest for Excellence)

• Biannual Exams (Certified QualityManager – 2 times/year)

• Collaborations on

– Conferences (ICQI, with PIQC)

– Students Quality Circles (Modernage)

– Prime Minister Quality Award (NPO)

20

Activities







Annual Magazines

21

Conference

22






Towards Successful

Implementation of TQM

PART 2

PAKISTAN

Dimensions of TQM program

24

TQMTools

& Methods

TQMCultural

Values

TQMModels

& Frameworks

Customer Focus

Leadership (for Quality)

Vendors Relations

Process Approach

Systems Approach

Data based Analysis

Problem solving

Continual Improvement

Ethics & Social Norms

Creativity

ISO Certifications

Quality Awards

Business Excellence Models

Accreditation Models

Quality Function Deployment

Failure Mode & Effect Analysis

Statistical Process Control

Benchmarking

Cost of Quality

Business Process Reengineering

Six Sigma

GR&R

Design of Experiments

Total Productive Maintenance

TQMImplementation

Project

Mgt

McKinsey/s 4 Levels

UMIST’s 5 Levels

Crosby’s 5 Stages

Ghobadian’s Model

Oakland’s Model

Technical Cultural






PAKISTAN

TQM Culture – the ultimate goalSuccessful

TQM Deployment

TQM

Project Management

TQM

Values/Culture

TQM

Frameworks

TQM

Tools

Learning

Processes

Project

Mgt

Processes

Leadership

& CulturalProcesses


PAKISTAN

TQM

Development

Deployment

Sustainability(Continuity)

TQM Development, Deployment & Sustainability







PAKISTAN

Studies on TQM Implementation

•

Success and Failure of TQM in Global scenario – Most studies confirm improvement in performance due to TQM but very

little on its sustainability; Singhal’s study (2001) is most prominent

Ollila (1995), Terziovsk (1999),

– 10-30% success reported in many studies ;Oakland (2007), Yui (1995), Beer (2003), Hackman (1995), Caudron (1993), Harari (1993), Korukonda (1999)

• Success and Failure of TQM in Pakistan

– Effective implementation was found in 15% firms , satisfactory in 25%;

poor in 60%.Moosa (2000)

–

100 Conference papers on TQM practices from 1995 to 2010; mostreported problems in implementation and integration with existing

organizational culture.

(Jamshed Khan 2000, lever Brother 2000, Habib Rafiqe (2000), Gillete (2000), saphire Textile (1998), Packages (2000), PTC (2000)


PAKISTAN

Success

25%

Failure

75%

28

Challenge: TQM Failure 75%







PAKISTAN

E F F E C T I V E N E S S

1

ST

Year 2

nd

Year 3

rd

Year

Starter Mature Amateur

10-20%

80-90%

TQM Maturity over years

Development

Phase Starts

Deployment

Phase Starts

Sustainability

Phase Starts


PAKISTAN

How can you standardize an SOP ? HANDWASHING

30






Sustainability = Quality x Time

31

Compliance to

Processes

Suppliers Organization Products & Services

IT

Part time

faculty

Software

Mnt

PAKISTAN

32

Examples

Competency Rate

Duration of vacant posts

% of Poor Hiring

Number of persons hired

Number of TrainingsHRD

Error Rate

Delays

Cost of unit test

Number of tests

Types of TestsTESTING

DEPT.

% Defectives/Rejected

Cost of Production/itemNumber of items/unit time

Number items produced

Types of productsproduced

PRODUCTION

DEPT.

Graduate Competency Rate

Job Placement Rate

% of Satisfied Graduates

% of Satisfied Employers

Number of Students

Number of Teachers

Number of Programs

Number of Branches

UNIVERSITY

Delivery Rate

Damage Rate

Transactions/day/person

Number of Letters

Number of Post Offices

Number of Transactions

POST OFFICE

Quali ty

Object ives







TQM dashboard (Example)

33

PAKISTAN

Quality, QA and Org’l Culture

Quality

Outcomes

KPIs

Due to Poor

Culture of

Standardization

Due to Poor Culture of

Creativity & InvolvementCulture of

Standardization

Needs

improvement

Culture of

Creativity & Involvement

Needs improvement







PAKISTAN

IMPROVEMENT

To Improve

PERFORMANCE

STANDARDIZATION

To Strengthen

SYSEMS

TQM

TQM Key Objectives

Effective Development,

Training, Enforcement

Auditing of

SOPs

Effective Development,

Training, Enforcement

Auditing of

KPIs

70-80% 20-30%35K. MOOSA, MEQA 2013 CONFERENCE, JEDDAH, SAUDI ARABIA

What TQM does 70/20/10

0

1

2

3

4

5

STOP

(Processes

Not fo l lowed)

1

PROCESS CONTROL

Process

Not effective

2

PROCESS

IMPROVEMENT

WITH PROBLEM

SOLVING

Process

Not suitable

3

PROCESS

CHANGE

Analys is

Incidences

36






PAKISTAN

A

C

B

3 6 9 12 18

Time (months)

Acceptable

Satisfactory

Good

Excellent

60%

15%

25%

37

ISO 9000 Survey


PAKISTAN

90

70

60 50 40 30

15 0

10

20 30

40

50

60

70

80

90

100

P r o d u c t i on

S al e s

P r o d .P l anni n g

F i n an c e

QA

M ar k e t i n g

D e si gn

Quality Practices in Departments

%

38

ISO 9000 Survey (Cont.)







PAKISTAN

95

85 80

30 25 25 25

20 15

10 5

0

10

20

30

40

50

60

70

80

90

100

I S O 9 0 0 0

S P C

C . S ur v e y

Q C C

B en c h m ar k i n g

R e en gi n e er i n g

Q.A w ar d

K ai z en / 5 S

QP D

J I T N e

w

M g t

T o ol s

%

39

ISO 9000 Survey (Cont.)

App l icat ion of TQM Tools


PAKISTAN

TQM Aspects vs Intermediate & Final Impacts

40

(Final)

(Intermediate)







PAKISTAN

TQM survey 2010

Responses of Items with p<0.05


PAKISTAN

42


TQM survey 2010







PAKISTAN

43


TQM survey 2010


PAKISTAN

44

TQM survey 2010







PAKISTAN

45

TQM survey 2010


PAKISTAN

Categorization of Contextual Factors

• Leadership of TQM Program

• Size of Organization

A Category

Most Influencing

• Effectiveness of ISO 9000

• Formally Adoption of QA System in firm

• Job Positions

B Category

Medium Influencing

• Export orientation• Location of Firms

• Sectors

• Type of Firms

C Category

Little influencing

• Experiences of Employees

• Background of Employees

• Age of Employees

D Category

Least influencing







PAKISTAN

Making TQM Programs Sustainable

K. MOOSA, MEQA 2013 CONFERENCE, JEDDAH, SAUDI ARABIA 47

Strategy• Accountability

of HODs on

outcomes

• KPIs for every

dept

• Systems

approach

• Cultural focus

Structure• Competent

TQM Mgr

• TQM Steering

Committee

• Dept’l Coord

• Quality Imp

Teams

Development

• Training

Plans

• HODs

• Coord’s

• Empl’s

• Types of Trg

• KPIs

• SOPs

Cultural• Quality

Reviews

• Quality

Reports

• Process Imp

Teams

• Rewards &

Awards

• Thorough

Audits &Ass’t’s

PAKISTAN

Conclusion

TQM is only effective, if behind it are:

The Right Strategy

The Right Structure

The Right Training

and

is being sustained on long term basis


Towards Successful Implementation of Tqm -Dr. Kamran Moosa

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