1/25

MANAGEMENT FUNCTIONS IN TQMMANAGEMENT FUNCTIONS IN TQM

Standardization &

Quality Assurance

PolicyManagement

Cross- Functional Management

DailyManagement

SuggestionSystem

Quality Control

Circle

5 S

2/25

POLICY MANAGEMENTPOLICY MANAGEMENTDefinition

Deploy and share the direction, goals, and approaches of corporate management from top management to employees, and for each unit of organization to conduct work according to the plan. Then, evaluate, investigate, and feed back the results, or go through the cycle of PDCA (Plan, Do, Check, Act) continuously, and attempt to continuously improve the performance of the organization.”

- Dr. Shigeru Mizuno

3/25

POLICY MANAGEMENTPOLICY MANAGEMENTDefinition

“Policy Management is a mechanism that guides people to practice discipline in assuring quality in managerial processes so that the goals of the organization can be achieved “

- Kiyoshi Suzaki

4/25

How is the Company Policy How is the Company Policy Shared Within the Organization ?Shared Within the Organization ?

is it like this ?or ... like this ?

5/25

POLICY DEPLOYMENTPOLICY DEPLOYMENT

BOTTOM UP

COMPANY POLICY

PERSONAL TASK +DIVISION POLICY

etc.

PERSONAL TASK +DEPT. POLICY

PERSONAL TASK +GROUP POLICY

TOP DOWN

6/25

President

Director

G M

Manager

Q C D S M E

Q1 Q2 Q3prod

Q31 Q32 Q33

Q331 Q332 Q333

Q3321 Q3322 Q3323

Claim Reduction 50% Down

Q3 Q31

Q32

Q33

100%

Q31 Q313

Q322

Q331Mgr..

Catchball

100%

DEPLOYING COMPANY GOALSDEPLOYING COMPANY GOALS

7/25

POLICY MANAGEMENTPOLICY MANAGEMENTFully Deployed ObjectiveFully Deployed Objective

Level Objective

Corporate

Division

PlantManufacturingDepartmentMaintenance

Group

Improve Customer Satisfaction

Reduce Late Shipments

Less than 5% ScheduleMisses This Year

Reduce Machine Downtime25% This Year

Less than10% LateShipments This Year

8/25

DAILY MANAGEMENTDAILY MANAGEMENTDefinition

All Activities That Each Department Must Perform For Itself On A Daily Basis That Are Necessary To Most Efficiently Achieve Their Departmental Goals. These Activities Are The Most Fundamental of Business ManagementNote: Daily Management Is No Different Than Departmental Or Functional Management

9/25

HONSHIN KANRI

POLICY DEPLOYMENT

POLICY MANAGEMENT

TOP

MIDDLEMANAGEMENT

OPERATORS

POLICY MANAGEMENT

DAILY MANAGEMENT

GEMBA MANAGEMENT

10/25

POLICY MANAGEMENT & DAILY POLICY MANAGEMENT & DAILY MANAGEMENTMANAGEMENT

PolicyMana-gement

DailyMana-gement

Action to AchieveManagement Policy

on Priority Bases

Action to AchieveWork Purpose at

Each Department,Efficiently

ManagementPolicy

• Job Regula-tion

• Supervisor’sAuthority,Regulation,etc.

ImprovementAction on

Priority Items

Setting of JobStandards(Control,yardstick,

etc.)

Critical Probkems

(Improvement Action )

A

C D

P

Standardization

ChronicProblems

A

C D

S*

* S is standard

11/25

AC D

P

AC D

SMAINTENANCE

AC D

S

AC D

P

IMPROVEMENT

PDCA & SDCA CYCLEPDCA & SDCA CYCLE

12/25

MANAGEMENT ACTIVITYMANAGEMENT ACTIVITYCONTROL CYCLECONTROL CYCLE

S

A

P

C

A D D

CAs1

S1

Cs1

Ds1

Ap1

As2

P1

Cs2

S2Ds2

Dp1

Cp1

13/25

DAILY MANAGEMENT - FLOW CHARTDAILY MANAGEMENT - FLOW CHART

Intrinsic Duty (Responsibility)

Vision, Mission,

Program Goals

FunctionalFlow byMacro &

Micro Chart

SOP Operation

Maintain as it isIf met withCustomer

Requirement

But NeedImprovement

QualityAssured

yes no

CorrectiveAction

14/25

JobDescription

Previous Year’sUnsolved Problems

His OwnVision for

His Assignment

Competitor’s Status,Trend andTech.Development

HIS OWN GOAL Done by Middle Management

DailyRoutine Work

DEFINING GOALS IN DAILY MANAGEMENT DEFINING GOALS IN DAILY MANAGEMENT

15/25

FLOW CHARTFLOW CHART(PERSONNEL DEPARTMENT)(PERSONNEL DEPARTMENT)

INPUT REQUEST

Personnel Recruitment Training AssignEvaluation

OUTPUT

ReviewBiodata

Test

P R

SOP SOP SOP SOP SOPSOP

MicroFlow

MacroFlow

16/25

CONTROL ITEMCONTROL ITEMK. Ishikawa

Control Item Is A Yardstick That Measures Or Judges The Target Level, The Content Of The Work, The Process And The Results Of Each Stage Of Breakthrough And Improvement During Daily Management Activity

17/25

EXAMPLES OF CONTROL ITEMS

18/25

CONCEPT OF CONTROL ITEM

ACD

PA

C

P

ACD

PD

19/25

CONTROL ITEM & CHECK ITEMCONTROL ITEM & CHECK ITEM

CAUSE RESULT

CHECKITEM

CONTROLITEM

20/25

CONTROL ITEM & CHECK ITEM CONTROL ITEM & CHECK ITEM INTERRELATIONSHIPINTERRELATIONSHIP

ControlItem

CheckItem

ControlItem

CheckItem

ControlItem

CheckItem

Department Manager Section Manager Supervisor

21/25

DAILY MANAGEMENT - SALES MANAGEMENT

CONTROL ITEM GOAL DOCUMENTS

Vehicles Sales 300 + 15 cars/year Sales Graph24 + 4 cars/monthMore than 1 cars/day

New Car Sales at 24 + 4 cars/eventMotor Show

Sales to New Customers More than 5 cars/month

CHECK ITEM GOAL DOCUMENTS

Potential Customer Visit 90 + 10 visits/week Visit Log Card

Telephone Calls to Pot. 50 + 5 calls/dayCustomer

Business Card Handed 500 + 50 cards/showOut in motor show

Catalogue to Customer 500 + 50 catalogue/mo

Home Visit > 400 visits

Success per visits 90%

Sales Clerk Attendance 100%Rate

22/25

RELATIONSHIP AMONG STANDARDS, CONTROL RELATIONSHIP AMONG STANDARDS, CONTROL POINTS, OBJECTIVES AND MISSION POINTS, OBJECTIVES AND MISSION

Mission

Objectives

Standards practicedon the shop floor

Control Points

e.g, Customer satisfaction

e.g, QCDSM

e.g, Process capabilityat station A

e.g, Standard Operating Procedure (SOP), dailymachine checklist, etc.

BusinessPlans

Strategiesand tactics toaccomplish allof these

23/25

CROSS-FUNCTIONAL MANAGEMENTCROSS-FUNCTIONAL MANAGEMENTDefinition

Control Activities That Include Planning For Individual Business Element Like Quality, Cost and Delivery From Company Wide Point of View. These Are Then Implemented Along With Daily Management And Policy Management within Each department

24/25

SupplierSupplier CustomerCustomerCross Functional ManagementCross Functional Management

PolicyPolicyManagementManagement

POLICY MANAGEMENT AND CROSS FUNCTIONAL MANAGEMENTPOLICY MANAGEMENT AND CROSS FUNCTIONAL MANAGEMENT

25/25

CONTROL POINTS AS VIEWED BY CONTROL POINTS AS VIEWED BY CROSS FUNCTION MANAGEMENT CROSS FUNCTION MANAGEMENT

Marketing Design Manufacturing

MarketResearch

Customer Complaints

Material Selection

ToolingDesign

Fabrication

Assembly

QualityProductsto theCustomers