TQM: An Integrated Approach

Implementing Total Quality through 5-S and ISO 9000

ISBN 962-85264-3-X, 3rd Edition, 1999

Prof. Samuel K. M. HO

This book is the first publication in the Western World on the highly successful 5-S practice which has acquired wide-spread acceptance in Asia over the last two decades. A proprietary 5-S Audit Worksheet based on the ISO 9000 auditing principle has also been included. Since launched in Nov. 1995, it has fast become the best-selling TQM book for professionals and graduate business students in the U.K.

Contents

·  Foreword

·  Introduction

·  Author

·  Table of Contents

·  Order

·  TQMEX(TQM EXellence Model + 5-S)

Forewords

Dr. Juran
W. E. Deming

Dr. Henry R. Neave
Director of Education and Research, and Founder of the British Deming Association

"I am greatly honoured to be asked to write this Foreword to Sam Ho's book. I am of course glad to see the relatively long section on Dr W Edwards Deming's work in Chapter 2. Sam Ho's concept of producing an integrated approach to TQM is commendable. One of the main problems with common attitudes to TQM is that they are generally too limited. In many organisations there is too strong a concentration on a proliferation of tools and techniques, and far too little on the transformation of culture which is necessary to allow the true potential of those tools and techniques -- and much else -- to be realised."

Prof. Kondo
Y. Kondo

Prof. Yoshio Kondo
Professor Emeritus, Kyoto University, Japan,(1971 Deming Award winner)

"The TQMEX model explained in this book is an important proposal: the author explains that this model is a sequence of steps arranged logically to serve as a guideline for implementation of a process in order to achieve the ultimate goal. The range of activities of TQM is broad and well covered. I am particularly pleased to see that 5-S is used as the first step towards TQM, as it has been widely adopted amongst quality organisations. In this book many interesting mini-cases, exercises and self-assessment checklists are allotted to each chapter, which help the readers understand the material and apply the knowledge. It is essentially important that we employ Plan-Do-Check-Act cycle in accumulating our problem-solving abilities and knowledge. This is the source of our energy for continuous improvement and significant breakthroughs." (managment philodsophy and systems)

Dr. Juran
D. Tse

Dr. Daniel Tse
President, Hong Kong Baptist University.

"After all, TQM is not just about serious topics like good management philosophy and practices. On the more entertaining side, Dr. Ho is clever enough to use the World Cup penalty shoot-out case studies as interesting learning examples for organisations. His forecasting has been most exact because time and time again the same mistake recurs in the World Cup matches, and most recently in the 1998 matches in France. His chapter on ISO 9000 is also very concisely written, and yet covering all the essential knowledge about ISO 9000 and quality auditing. This is evident from Dr. Ho's recent experience in leading the first two social welfare service units of the HKSAR Government Social Welfare Dept. to achieve the ISO 9002 certificates concurrently in six months' time. Overall, I would highly recommended this resourceful and interesting book to all those who want to improve their own managerial skills and make life more enjoyable and meaningful."

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Introduction

Quality is the key to competitive advantage in today's business environment. As more organisations opt for Total Quality Management (TQM), the choices open to those wanting to set up a quality system are becoming increasingly varied. The value of this book is in the author's rich experience outlined within the boundaries of the existing quality theory which can easily convince the reader of its applicability in the real world. Cutting through the welter of theories surrounding this subject, TQM: An Integrated Approach, pulls together all the best quality practices to create a step-by-step TQMEX Model for companies wanting to achieve TQM. Focusing on the interrelation between the key elements of TQM, this book provides information to suit everyone's needs, including:

    • TQM Gurus' teaching - Deming, Juran, Crosby, Ishikawa, Shingo & Kondo
    • Total Quality Marketing & Purchasing
    • Business Process Re-engineering
    • Service Quality
    • Quality Circles and Problem Solving
    • ISO 9000 and Quality Auditing
    • Total Preventive Maintenance
    • TQM Best Practice Benchmarking
    • TQM & Business Excellence Awards
    • Total Learning Organisation

Also including the first comprehensive analysis of the Author's proprietory 5-S Practice, this book is ideal for anyone wanting to understand the intricacies of TQM.

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Author

* Prof. Sam HO  PhD(Mgt.), FIQA, EQA Assessor, Mob: +852-9128-9204,  samho@hk5sa.com

u      Creator of the 50-point 5-S Checklist,

u      Founder Chair of the HK 5-S Association with over 20,000 members world-wide,

u      Director of HKSAR Government sponsored 5-S Campaign, certified over 100 companies in HK/China,

u      Consultant and Trainer for over 100 firms for ISO 9000 & 5-S implementation,

u      Oshikawa Fellow of the Asian Productivity Organization (86-87),

u      Asian Development Bank Quality Expert to the Malaysian Government (93-94),

u      Chairman of the 1st-16th "International Conference on ISO and TQM - ICIT" (96-12),

u      Professor of Strategy & Quality, Luton Business School, UK (96-97),

u      Research Associate, Judge Institute of Management, Cambridge University, UK (96-97),

u      Guest Speaker, Said Business School, Oxford University, UK,

u      Professor of Strategic & Quality Management, International Management Centres, UK,

u      Visiting Professor in TQM at Uni. of Paisley (UK), RMIT (Australia) & Vaxjo (Sweden),

u      Distinguished Professor in Business Excellence, Zhong Shan University (1st in China),

u      Founder Chair, Asia-Pacific Business Excellence Standards (APBEST) Academy,

u      Author of over 100 papers & 20 books, including "TQM: An Integrated Approach", translated into 5 languages

 

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Table of Contents

  1. Introduction to TQM
    • The Japanese Quality Miracle
    • What is TQM?
    • Relationship between TQM and Corporate Strategy
    • Some Important TQM Concepts
    • Why is there a Need for TQM?
      • Chapter Summary
      • Self-Assessment 1.1: Quality Consciousness Checklist
      • Self-Assessment 1.2: TQM Consciousness Checklist
      • Self-Assessment 1.3: The F-Test
      • Hands-on Exercise
  2. The TQM Gurus' Ideas Introduction: Who are the TQM Gurus?
    • W. Edwards Deming
    • Joseph M. Juran
    • Philip Crosby
    • Kaoru Ishikawa
    • Shigeo Shingo
    • Yoshio Kondo
    • Why are TQM Gurus' Ideas Useful?
    • How to Implement TQM Gurus' Ideas
      • Chapter Summary
      • Hands-on Exercise
  3. The TQMEX Model
    • Introduction: The Need for a Model in TQM
    • What is TQMEX?
    • Is TQMEX Logical?
    • Pre-requisites for Implementing TQMEX
    • The 4Cs of TQM
      • Chapter Summary
      • Self-Assessment Exercise 3.1: Rate your Commitment
      • Self-Assessment Exercise 3.2: Prioritise your Competence
      • Self-Assessment Exercise 3.3: Rate Your Communication
      • Hands-on Exercise
  4. 5-S Practice
    • Introduction: What is the 5-S?
    • The 5-S in Details
    • The 5-S in the Office
    • Why is the 5-S Useful?
    • How to Implement the 5-S
      • Chapter Summary
      • Hands-on Exercise
      • Annex 4.1: 5-S Audit Worksheet
      • Annex 4.2: Daily 5-S Activity for the Workshop
      • Annex 4.3: Daily 5-S Activity for the Office
      • Annex 4.4: 5-S Implementation Plan
  5. Business Process Re-engineering
    • Introduction: What is BPR?
    • Service Industry and Quality Best Practice Benchmarking (BPB)
    • Total Quality Marketing
    • Total Quality Purchasing
    • Why is BPR Useful?
    • How to Implement BPR
      • Chapter Summary
      • Hands-on Exercise
  6. Quality Control Circle and Problem Solving
    • Introduction: What is a QCC?
    • The Japanese QCC Experience
    • The Seven Quality Control Tools
    • Problem Solving
    • The S-S Problem Solving Method
    • The S-S Method and the Seven QC Tools
    • Why Do We Need QCCs?
    • How to Establish QCCs
    • QCCs and Employee Empowerment
      • Chapter Summary
      • Hands-on Exercise
  7. ISO 9000 and Quality Audit
    • Introduction: What is ISO 9000?
    • The Content of ISO 9001
    • Quality Audit
    • Why are ISO 9000 and Quality Audit Needed?
    • How to Implement ISO 9000
    • Benefits of Implementing ISO 9000
      • Chapter Summary
      • Self-Assessment Exercise 7.1 : Interpretation of the
      • ISO 9001 Clauses 4.1-4.20
      • Self-Assessment Exercise 7.2 : ISO 9001 Quality Auditing
      • Self-Assessment Exercise 7.3: ISO 9001 Mock Audit
      • Hands-on Exercise
      • Annex 7.1 : List of the ISO 9000 Family
      • Annex 7.2 : The 20 Clauses of ISO 9001:1994
  8. Total Productive Maintenance
    • Introduction: What is TPM?
    • The Content of TPM
    • Why is TPM useful?
    • How to Implement TPM
      • Chapter Summary
      • Hands-on Exercise
  9. TQM/BE Awards
    • Introduction: What are TQM/BE Awards?
    • ISO 9004-4: 1993
    • Japan's Deming Prize
    • USA's Malcolm Baldrige National Quality Award (MBNQA)
    • The European Quality Award (EQA)
    • Why are TQM/BE Awards Useful?
    • How to Achieve TQM/BE Awards
      • Chapter Summary
      • Hands-on Exercise
      • Annex 9.1 : ISO 9004-4:1993 Outline (Clause 4-7 only)
      • Annex 9.2 : The European Quality Award Checklist
  10. TQMEX in the Real World
    • Validation of the TQMEX Model
    • Stage 1 Results: The UK Companies Survey
    • Stage 2 Results: The UK and Japanese Leading Companies Survey
    • Significance of ISO 9000 in TQMEX Implementation
    • How to Implement TQMEX
      • Chapter Summary
      • Hands-on Exercise
  • REFERENCES
  • SUGGESTED ANSWERS
  • SOURCES OF INFORMATION AND ADVICE
  • INDEX

MINI-CASES

 
 
1.1:    Some Examples of Corporate Vision and Mission Statements     
 
1.2:    Strategy for Total Quality     
 
1.3:    Quality Problems in the Service Industry      
 
2.1:    Zytec Implements Deming's 14 Points   
 
3.1:    On Commitment  
 
3.2:    Effective Communication of Quality    
 
3.3:    Quality Improvement Storyboard at Komatsu Company     
 
4.1:    My Experience in Throwing Things Away 
 
4.2:    Even 5 Minutes Can Make a Difference  
 
4.3:    Implementing 5-S at SIRIM      
 
4:4:    Implementing 5-S at the Wellex Corp. in the USA       
 
4.5:    Implementing 5-S in Hong Kong through 5-S Lead Auditor Training
 
5.1:    Service Quality at Scandinavian Air System    
 
5.2:    The School of Quality  
 
5.3:    Rank Xerox's BPB       
 
5.4:    British Telecom Goes into TQMar       
 
5.5:    TQMar - Promotion:  TV Advertising    
 
5.6:    Lucas Industries achieving success through TQMar      
 
5.7:    Total Quality in Purchasing    
 
5.8:    Boots The Chemists  goes for BPR
 
5.9:    BPR at Co-op Bank -- Improving Personal Customer Service
 
6.1:    7-Eleven Using Quality Control Tools as Competitive Advantage
 
6.2:    Johnson Electronic Co. Ltd. of Hong Kong      
 
6.3:    A Medium-sized Plastic Injection Moulding Factory     
 
6.4:    Hydrapower Dynamics Ltd. of Birmingham        
 
6.5:    Employee Empowerment at Lyondell Petrochemical        
 
7.1:    Proposals to Prevent Collapse of High-rises   
 
7.2:    Benefits of ISO 9000 Implementation
 
7.3:    MBI's  ISO 9002  Employee Attitude Survey     
 
7.4:    Bowater Containers Southern Goes for ISO 9000 
 
7.5:    DTI Import Licensing Branch Goes for ISO 9000 
 
7.6:    Praxis Software Engineering Company Goes for ISO 9000 
 
8.1:    1986 PM Excellence Award Winner: Toyota Auto Body Co. 
 
8.2:    1984 PM Excellence Award Winner: Fujikoshi 
 
9.1:    A 1991 MBNQA Winner: Zytec Corporation        
 
9.2:    Girobank Wins the British Quality Award in 1991
 
9.3:    Short Brothers Plc Wins the British Quality Award in 1992
 
9.4:    Rover Group Wins the first UK Quality Award
 
9.5:    TNT Express (UK) Ltd. Wins the first UK Quality Award 
 
10.1:   TQM Promotion by PHP Institute Inc., Tokyo    
 
 

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