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  • #52634

    Mark B
    Participant

    I am a student in a Total Quality Management class, and have been given a project to determine the best way to establish a new quality program within a busing company. Currently this busing company doesn’t have a quality system or uses one on a limited bases. My question, how would you approach this task? What questions are must to establish a good baseline of their current quality system?
    Thanks so much in advance for your comments.
    MB

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    #185378

    Darth
    Participant

    Mark,
    You “have been given a project” but if we do it for you then it isn’t your project anymore and the educational value you would have derived from thinking it through will not have been achieved.  Hopefully you have learned something in your TQM class and therefore should apply those learnings along with some common sense and personal insight.  Once you have the questions and approach figured out, please feel free to post again for some feedback.  Education is intended to get you to think, not just copy and use other people’s work.

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    #185385

    Sinnicks
    Participant

    Darth-Thanks kindly for your input. How foolish of me to think I was going to get an easy grade by having you do my project. Maybe I was unclear in my original post. I am a NEW student in a Total Quality Management class, and we’re 3 weeks into a semester. With little or no knowledge of what to ask a company as it relates to quality, I feel some expert advise from this forum would be a good starting point for my project. That said, would a GAP analysis of the company’s quality system help get me going? PFEMA reviews and how they’re currently being utilized? Who are the customers? What do customer concern issues look like? Again, I don’t want anyone to do the work for me, I need expert opinion on what’s best investigating the quality systems in place, and where to go?

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    #185388

    Darth
    Participant

    Well young man here are some thoughts?1. The Malcolm Baldrige Award criteria might be useful to look at.
    2. Likewise for some of the ISO criteria as well.
    3. Googling Quality System audits and Gap Analysis audits might yield something. For example: http://www.praxiom.com/iso-gap.htmAs a former college professor and instructor for TQM classes that would be my expectation for the project. It also gives you some resources for your bibliography rather than just iSixSigma.com. Good luck.

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    #185395

    Mike Carnell
    Participant

    Mark B,
    I would approach the task with a management system that makes quality everyones job and doesn’t have a quality department to dump the people they don’t want and are to scared to fire.
    Start with what do busses do and why do people ride them. Just a hint but something like being on time might be a clever thing to start with.
    Just my opinion.

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    #185409

    Mike Carnell
    Participant

    Mark B,
    Your question has been bothering me for the last day or so. As much as you are just responding to a question in a class I suppose you don’t have any options. The idea of having to set up a separate quality system separate from the management system immediately says there is some issue with the overall management system. As long as it is something that is addressed separately from the management of the business it will always be treated as a non value add activity.
    Just my opinion

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    #185411

    Mark B
    Participant

    Mike,
    First, thanks for responding. I’m looking at my original post and I seem to be cloudy with my questions as apparent from Darth’s initial response, I do appologize. At this point my team is newly formed and the semester is in it’s first several weeks, it is a TQM class.
    We have been asked to go out and find a company with or without a quality system (preferably without). From what I understand TQM in this bus company is answering the occassional customer phone call. Nothing yet on what other quality practices are in place, more later..
    Our team essentially wants to see if opportunities for improvement exist, possibly cost cutting measures as it relates to quality, and starting a more robust team concept where everyone is involved. My thought, this will be an excellent opportunity not only for the company to increase awareness and encourage participation, but for us as students to help implement a robust quality system in essentially a nonexisting quality environment.
    Some ideas that I have thus far include, gathering information from managers/supervisors, workers, possibly customers repsonse or customer queries, to see what some major challenges are. How involved does the company allow their employees to get with the quality portion of the business. A GAP analysis of these things. What goals/initiatives are in place for quality, and are those being met. Just some ideas.
    From there with some inputs from this forum I hope to get a good jump off point in which I can start the project, and hopefull in the long run (semester) we can get a better understanding of the quality systems and help to improve the almost non-existant quality efforts by this bus company. Hopefully this is a value added project for both the student and company.
     
     

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    #185413

    Mike Carnell
    Participant

    Mark B,
    No apologies necessary. When you ask questions on here people don’t have any context for the question so it takes more background to have people understand what you want to know. Darth is old so he is a little cranky from time to time. That doesn’t mean that he doesn’t give good advice. He does that also but it can be painful getting it. He is still a little angry because he didn’t get an award last year.
    The point I wanted to make is that is has become very fashonable to have a “quality system.” When you have to set up a quality system separate from your management system there has to be something inherently wrong with your management system. How can you have a comprehensive management system that completely ignores the quality aspects of your business?
    Just my opinion.

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