Pre-Mid Assignment # 1

Names: Iqra Ishtiaq

Namra Islam Khan

Major: BBA

Semester: 7

Section: B

Submitted To: Ma’am Maryam Rehmat

Subject: Total Quality Management

Submission Date:11th September, 2019.

Topic:

Search and find quality policies of any five big companies and critically
analyze them in perspective of the concepts and principles of total quality
management. In the end propose a revised quality statement keeping in
view TQM principles.

1. The Volvo Group:

Quality Statement Policy:

“The Volvo Group shall be the leader in customer satisfaction, delivering pioneering
products and services for the transport and infrastructure industries. All business entities shall
contribute to this achievement through customer focus, commitment and participation by
everyone, a process-based approach and continuous improvement.”

Critically analyzing on bases of the concept and principles of total quality management;

 Customer Focus :

The Volvo group quality is the measure of their performance as experienced by their
customers. Success on the market depends on their ability to always provide their customers
with products and services that meet or exceed both their expectations and applicable
requirements. To be successful in this aspect, they are performing better than their
competitors..

 Sustained management committed to quality:

They are continuously listening to their customers in order to understand their needs, and
promptly implement sustainable improvements in their operations based on these needs. Zero
inventory time also applies because they focused on customization.

 Employee engagement and teamwork:

Each employee within the Volvo Group is customer-focused and committed to quality
excellence. There is a personal responsibility, a mind-set, which is necessary in order to reach
customer satisfaction. Each employee within the Volvo Group actively contributes to the
achievement of quality excellence.

 Leadership:

Leaders are always acting as ambassadors for a culture that focuses on customer needs.

Suppliers, dealers and business partners within their sphere of influence are committed to
adopting the principles set forth in this policy.
  Process Focus and Continuous improvement:

Customer needs are guided by their ways of working. Quality excellence achieved by
describing, working according to and continuously improving in their processes. Every
individual understands how he/ she can contribute to customer satisfaction and quality
improvement. Results monitored against set objectives and improved to ensure continued
customer success. Processes are continuously be evaluated and actions are taken to ensure
they are effective and efficient. Transfer of knowledge and best practices is actively pursued
by Volvo Group to encourage a culture where they learn from each other. Regular
comparison and evaluation are performing based on best industry practice. So, a preventive
and proactive approach (zero defect) applies. Zero improvement time also applies.

Revised Quality Policy statement of Volvo group:

“The Volvo group will focus on the stakeholder and have knowledge about their rivals to
gain competitive advantage. A strategic plan will embrace the integration and the
development or services of an organization. Management will make decisions and measure
results on performance facts.”

2. Colgate-Palmolive Company:
Quality Policy Statement:

“Our goal is to provide consumers with the highest quality products by assuring their
performance, consistency, safety and value. This commitment is rooted in our corporate
values and is essential to our continued growth and success. We will meet our
comprehensive "Global Colgate Quality Standards" in the design, manufacturing, and
distribution of our products as well as meet or exceed all government requirements and
consumer expectations worldwide. We will maintain these high quality standards as we
design and manufacture our products by the most efficient means possible to ensure they are
affordable to the greatest number of consumers throughout the world. Our commitment to
quality is vital to all we do.”

Critically analyzing on bases of the concept and principles of total quality management;

 Continuous Improvement:

They are dedicated to have continuous improvement in all that they do, and share and learn
from their experiences. Zero improvement time also applies.

 Stakeholder focus:

They will act responsibly to address product quality issues and communicate with regulatory
and stake-holder groups.
  Sustained management commitment to quality:

Quality is Essential to their Success. They seek to educate all Colgate people that their
commitment to quality are preserve and build the value of their equities, good name, and
reputation. Their people have the skills and knowledge to ensure that quality is always built
into the design, manufacturing, and distribution of their products throughout the world.

 Customer Focus:

They are consistence in their performance, composition, and physical appearance of their
products. They are encourage for continuous feedback from customers regarding the
performance of their products and are utilize their input as a means of improving their
product quality.

Here, zero feedback time and continuous improvement time also applies.

They are also utilizing "Global Colgate Quality Standards" to enhance speed to market and
meet ever-increasing consumer expectations for performance and value.

 Employee engagement and Teamwork:

All Colgate people must participate and contribute to quality to enable them to consistently
deliver products of lasting value to consumers around the world. They will operate in an
environment of mutual respect, trust, and commitment, consistent with their Colgate
Corporate Values of Caring, Global Teamwork, and Continuous Improvement.

Revised Quality Policy statement of Colgate-Palmolive Company:

“Colgate will focus on providing a systematic approach for management. They will be leader
in customer satisfaction. Communication strategy, method and timeliness will also be well
defined. Decision making will be based on performance facts not on opinions.”

3. Samsung Group
Samsung’s Quality Policy statement:

“We deliver, on the basis of an efficient quality system, the best products and services which
conform to our customer requirements and expectations.”

Critically analyzing on the bases of the concepts and principle of total quality
management

 Customer focus:

They prioritize their customer’s wants and needs in order to deliver the best quality products
on time.
Revised Statement of Samsung Group:
“Samsung will communicate customers’ requirements and expectations to the entire value
chain accurately, to build quality together. They work with customers to balance
opportunities and risks, quickly responding to their needs and achieving sustainable growth.
They focus to undertake and provide customers quality-assured products, services, and
solutions and consistently enable customers to experience our commitment in creating value
for each of them.”

4. Nestle:
“Fostering a quality mind-set with the objective of developing, manufacturing and providing
products and services with zero defects that are trusted and preferred by individuals and
families and deliver on our promise to enable healthier and happier lives, Complying with
relevant laws and regulations as well as internal requirements, Continuously challenging
ourselves to improve the quality management system to guarantee product safety, prevent
quality incidents and eliminate defects through the review of quality objectives and results,
Encouraging participation and promotion of quality responsibilities amongst all employees
and third parties through standards, education, training and coaching, supervision and
effective communication.”

Critically analyzing on the bases of the concepts and principle of total quality
management

 Continuous improvement:

Constantly looks for opportunities to apply their continuous improvement approach to deliver
competitive advantage. Zero improvement time is applied.

 Zero defect and no waste:

It incorporates the concept of zero-defect, no-waste attitude by everyone in their company.

 Synergy:

Engages everybody’s commitment across their complete value chain and levels of their
organization to build the Nestlé Quality mind-set.

 Consistency:

Ensures and enhances preference and consistency to delight individuals and families by
valuing what they value and by offering products and services that always meet or exceed
their expectations.

 Sustained management commitment to quality:

Sustained management commitment to quality is found in the statement which shows that
they are committed to provide the required leadership, management and resources and they
will ensure that the Quality Policy is reviewed annually and communicated to employees and
third parties.

 Team engagement

At Nestlé, teamwork, engagement, ownership and support by everyone are vital for achieving
their quality objectives. Each and every one of the employees has the power to influence
quality and trust through their leadership, dedication and passion.

Revised statement of Nestle:

“Nestle will continue to build upon their current communication and training infrastructure to
create a culture of learning, flexibility and change through leadership. People in all areas will
have clear goals and demonstrate continual improvement in order to meet the emerging
demands of their business. Team working is essential for their success, involving all people in
actively participating in agreed objectives to contribute their knowledge and skills to improve
company performance and promote personal growth, development and worth.”

5. Toyota:
Quality policy Statement:

“We will continuously strive to delight our customers with outstanding Quality of our
products and services. We believe that our future lies in the hands of our valued customers.”

In our Endeavor to achieve this objective, we will;

 Maintain & improve standards of manufacturing.

 Establish a “Total Quality” framework to continually improve the quality
Management System and realize challenging Quality objectives.
 Record and control the change points at each stage.
 Prevent defect outflow to next process and feedback to previous process for enhanced
Quality Assurance.
 Strengthen supply chain by effective traceability system.

 Customer focus:

Through focus and commitment, they improve understanding of their customer’s

requirements by the continual improvement of their products and service offerings. They
understand that their Customers’ needs are constantly changing and they aim to evolve and
provide solutions to meet those needs and by doing so will be strengthening their links.
  Sustained management commitment to quality:

Their Directors, Management and Supervisory members have the responsibility for the
implementation of the policy and must ensure that quality issues are given adequate
consideration in the planning and day-to-day supervision of all work.

 Continuous improvement:

It’s their aim to reduce time waste by improving the accuracy of their work, and they are
committed to continual improvement.

 Employee engagement and team working :

Team working is essential to their success, involving all their people in actively participating
in agreed objectives to contribute their knowledge and skills to improve company
performance and promote personal growth, development and worth.

 Statistically thinking

It states that everything should be quantified and documented. They believe in writing down
every minute detail which is essential for the benefit of the company.

 Zero defect and Zero feedback

Zero defect is applied as the company prevent defect outflow to next process, and feedback
to previous process for enhanced Quality.

Revised quality policy statement of Toyota:

“Toyota will focus to understand all applicable policies and regulations and customers’
requirement. They will seek to consistently meet or exceed their customer expectations and
continuous improvements through timely delivery of products, product quality and undertake
to ensure that their business objectives are fulfilled and their customers are satisfied. They
confirm their commitment to complying with the requirements of the standard and
continually improving the effectiveness of their total quality management system and their
organization.”