Framework for TQM

People
Management

Policy &
Strategy

Resources
People
Satisfaction
Customer
Satisfaction
Impact on
Stakeholders
ENABLERS RESULTS
Our New Vision- Project Blue Chip
Culture of Caring,
Trust and
Continuous
Learning
Culture of Caring,
Trust and
Continuous
Learning
Indian
Multinational
Indian
Multinational
Innovative,
Entrepreneurial
& Empowered
Team constantly
Creating Value
Innovative,
Entrepreneurial
& Empowered
Team constantly
Creating Value
Expectations
of
Employees
Expectations
of
Employees
Total
Customer
Satisfaction
Total
Customer
Satisfaction
Expectations
of
Society
Expectations
of
Society
P
r
o
f
e
s
s
i
o
n
a
l
l
y

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M
a
n
a
g
e
d
P
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o
f
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s
s
i
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n
a
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y

-

M
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a
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e
d
A
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t
a
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i
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g

G
l
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b
a
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B
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c
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m
a
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k
s
A
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t
a
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g

G
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a
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B
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c
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a
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s
E
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c
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g

S
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h
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V
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E
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c
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g

S
h
a
r
e
h
o
l
d
e
r

V
a
l
u
e
ENABLERS
ENABLERS
RESULTS
RESULTS
TQM Journey at HZW
TQM Journey at HZW
ERP-BPR & BM
Employee Involvement System
Speakout Sessions
VOU Sessions
TQM Launch
5S- House Keeping
Self Development
OCS
Process Parameters
Example Setting
JQ I
TPM
IQRS Audit
Vendor Meet
CSS
LSIP
Aug 92
Jan 94
Jun 96
Jul 96
Jan 95
Apr 00
Impr. Teams Dec 99
Apr 95
Oct 95
Jul 97
Apr 98
Jun 93
TOC
Team Building Workout
IQRS Level-6
2002
May 01
2002
Principle 1 Customer focus
Principle 2 Leadership
Principle 3 Involvement of people
Principle 4 Process approach
Principle 5 System approach to management
Principle 6 Continual improvement
Principle 7 Factual approach to decision making
Principle 8 Mutually beneficial supplier
relationships
Quality Management Principles
(ISO 9000 : 2000)
Measurement of Organizational Excellence
MBNQA
EFQM
Deming
CII - Exim
IMC - RBNQA
Golden Peacock
IQRS

International Quality Rating System -
(IQRS)
Features

Developed by DNV, Norway

Leadership Compass which highlights strengths /
areas for improvement

Measures overall performance on Quantifiable
Scale (L1 to L10)

Structured Audit Protocol with 18 elements
0
20
40
60
80
100
L1 L2 L3 L4 L5 L6 L7 L8 L9 L10
IQRS Award Level
%

C
o
n
f
i
r
m
a
n
c
e
EFQM Criteria
Malcolm Baldrige Criteria
ISO-9000 Criteria
IQRS Evolutionary Path
Towards Quality Management
IQRS System Structure
IQRS
Management
Controls
Leadership &
Administration
Primary
Processes
General Policy
Control
Loops
Q 1
Q 2
Q 3
Q 4
Q 5
MODULE
3
ELEMENTS
18
SUB-ELEMENTS
148
QUESTIONS
810
IQRS Levels
LEVEL
ELEMENTS
COVERED
CUMULATIVE
NUMBER OF
QUESTIONS
PER LEVEL
CUMULATIVE
NUMBER OF
POINTS PER
LEVEL
MINIMUM
(average)
SCORE %
MIN.
RATING
% per
element
L1 9 27 720 70 55
L2 12 84 2015 75 60
L3 13 153 3225 80 65
L4 13 263 6150 85 70
L5 18 392 9725 90 75
L6 18 471 11705 95 80
L7 18 599 15080 95 80
L8 18 708 17925 95 80
L9 18 770 19195 95 80
L10 18 810 20000 95 80
Element : Audit date:
Audit No.:
Level : L - 6
Q.No. Max
Score
Score
Audit-1
Score
Audit-2
Document Ref. Remarks
ARI CHECKLIST
ARI Action Plan
Sr
No.
Question
No.
ACTION R C
START END START END
ARI - Audit , Review and Improvements, R - Responsibility C - Consulting
INTERNATIONAL QUALITY RATING SYSTEM - ARI ACTION PLAN - L6
ELEMENT : AUDIT NO :
CHAMPION : DATE :
PLANNED ACTUAL
Draft
Larsen & Toubro Limited
Hazira Works
(Heavy Engineering Division)
DOCUMENT:
PROCEDURE
TITLE:
IQRS ELEMENT AUDIT, REVIEW
& IMPROVEMENT
DOC. NO. : ISSUE NO. : ISSUE DT. : 10/11/2001
REV NO. : REV. DT. : PAGE NO. : Page 1 of 1
ORIGINATOR : APPROVED BY : ISSUED BY :
1.0 Purpose :
To Establish Procedure for periodic Audit ,Review and Improvement of each IQRS element.
2.0 Scope :
This procedure is applicable to all Elements of IQRS.
3.0 Periodicity :
Frequency of the self Audits shall be atleast once in three months
SL. NO. ACTIVITY RESPONSIBILITY
4.1 Prepare Schedule for ARI IQRS Element Champion
4.2 Conduct Audit as per schedule - do -
4.3 Prepare Audit review and Improvement ( ARI ) report - do -
and Action plan for eliminating the non conformities and
implementing improvements.
Send a copy of audit report and Action plan to MR
4.4 Review of possible improvement & elimination of - do -
Non Conformities
4.5 Execute possible improvements - do -
4.6 Discuss non conformities & improvement in the IQRS Element champion / MR
TQM Council meeting
5.0 DOCUMENTATION
5.1 ARI Checklist
5.2 ARI Action Plan
Continued on next page
Draft
Larsen & Toubro Limited
Hazira Works
(Heavy Engineering Division)
DOCUMENT:
PROCEDURE
TITLE:
IQRS ELEMENT AUDIT, REVIEW
& IMPROVEMENT
DOC. NO. : ISSUE NO. : ISSUE DT. : 10/11/2001
REV NO. : REV. DT. : PAGE NO. : Page 1 of 1
ORIGINATOR : APPROVED BY : ISSUED BY :
1.0 Purpose :
To Establish Procedure for periodic Audit ,Review and Improvement of each IQRS element.
2.0 Scope :
This procedure is applicable to all Elements of IQRS.
3.0 Periodicity :
Frequency of the self Audits shall be atleast once in three months
SL. NO. ACTIVITY RESPONSIBILITY
4.1 Prepare Schedule for ARI IQRS Element Champion
4.2 Conduct Audit as per schedule - do -
4.3 Prepare Audit review and Improvement ( ARI ) report - do -
and Action plan for eliminating the non conformities and
implementing improvements.
Send a copy of audit report and Action plan to MR
4.4 Review of possible improvement & elimination of - do -
Non Conformities
4.5 Execute possible improvements - do -
4.6 Discuss non conformities & improvement in the IQRS Element champion / MR
TQM Council meeting
5.0 DOCUMENTATION
5.1 ARI Checklist
5.2 ARI Action Plan