AbstractIn of our economy, competition to excel in

AbstractIn the context of globalisation and liberalisation of our economy, competition to excel in the area of activity in various sectors such as industry, agriculture and sciences, has become the order of the day. However, the educational institutions which cater to the human resource development component of the above sectors is yet to realise the necessity to orient themselves on these lines.This paper discusses the various aspects of TQM and further suggests an action plan for its implementation.TQM is a strategy, the way we do things. It is a journey in satisfying the customers continuously and making the management more and more efficient and ultimately make the organisations healthy in serving the society and the stakeholders, in particular, better and better.1.IntroductionThe Total Quality Management system will enable the integration of all functions and process within an educational environment to achieve continuous improvement to provide customer oriented quality services.Especially, the technological educational institutions, should set an example in propagating quality consciousness, team work, optimization of productivity and manage the competitive environment and encourage team spirit among all concerned. With accreditation process around the corner and the need for getting a good grade becoming obligatory all the technological and engineering institutions have to gear themselves to face the challenge. A new strategy with total commitment and participation of everyone in the organization is called for . The answer, it is believed, is the establishment of Total Quality Management System in our educational enterprises.There has been a growing concern for raising the standards of services rendered by our educational institutions, by adopting innovative techniques and to institutions in developing countries and developed countries. The Total Quality Management System will enable the integration of all functions and processes within an educational environment to achieve continuous improvement to provide customer oriented quality services. It has been established that Total Quality Management could be used as an effective tool for building excellence and to gain wide spread acceptance.2.What is TQMTQM is both philosophy and a set of guiding principles that represent the foundation of a continuously improving organization . TQM is the application of quantitative methods and human resources to improve the material and services supplied to an organization, all the processes within the organization, and the degree to which the needs of the customer are met, now and in the future.TQM is the integration of all functions, processes and personnel within an organization in order to achieve the continuous improvement of the quality of services.In brief, TQM is the participation of each and every person in an organization performing quality control continuously so as to satisfy the needs of internal and external customers.TQM is a journey and not a program with a flash point. It is a group activity and managed based on respect for humanity. It is management with facts and data.The entire structure of TQM is built on the following four corner stones• To create the satisfied customer.• Top management leadership and involvement.• Participation by all.• Continuous improvement.2.Pillars of TQMThe pillars of TQM in any organization are• Organization vision• Customer focus• Management by fact• Total involvement• Continuous improvement• Systematic support.4.PMCA: The Backbone of TQM ProcessThe seven step process of PMCA cycle becomes a vehicle for TQM journey.PLAN: 1.Understanding the current circumstances.2.Establishing activity plan and targets.3.Analysis of causes.4.Researching the improvement plan.DO: 5.Implementation.CHECK: 6.Regular progress review.ACT: 7.Standardisation and institutionalising.5.Implementation StrategyIt must be kept in mind that in introducing TQM in educational institutions acceptance is the key word and in ensuring full benefits of TQM, motivation is the key factor, TQM when applied is to be total, any half measures will not only defeat the very purpose of the exercise but will also result in loss of morale and consequent loss of credibility.Enormous amount of dedicated work must go into preparing the bench marks for appraisal, accreditation, approval, monitoring, documentation, review etc. Large human resources must be built around which the above activities could center and produce the desired improvements, we must organize extensive awareness and training programmes at student, faculty and management levels, making every member realize that he/she could and must play an active role in realizing the quality goals. They must also realize that TQM will make quality improvement not only in their performance and the output but is also reflected on their own lives and careers. Accepted norms for evaluation of performance will improve job satisfaction and also motivate them towards greater achievements.6.Action Plan1.Conduct awareness programmes and training programmes to all concerned.2.Arrange Hands on Training to senior faculty members in strategic planning and TQM Concepts.3.Formation of a nine or eleven key senior faculty members including the principal who all have a desire to change the institution as a team.4.This planning Group develops two exercises :(a)An analysis of the current situation as visualized by the various interested parties.(b)An idealized or better situation is visualized for the future of the institution.5.Having identified the current view situation and vision of the organization, the next view step is to develop specific strategies that will contribute to the journey form CVS (Current View Situation ) to BVS (Better View Situation) .These strategies are subdivided into small projects/objectives. The planning group select some of these strategies/ objectives for immediate action, based on criteria that focus on feasibility of success with available resources.6.The group plans and organizes several small projects with the participation and involvement of all concerned.7.The planning group is cascaded to two tier or three tier system based on the size of the organization. Cascading may be on functional basis or departmental basis.8.Duties of the Planning Group:• Identify client requirement.• Generate ideas for improvement.• Select projects.• Organize projects.• Evaluate progress.• Celebrate success.9.The planning group may focus on the following thrust areas/valuable areas in education and projects will be selected for continuous improvement and to provide excellence in the quality of the students leaving the institutions.• Infrastructural facilities.• Curriculum.• Staff Development.• Student services.• Industry – Institute Interaction.• Consultancy.• Academic environment.• R&D activities.• Community services.• Co – curricular activities.• Personality development and ethical values.• Teacher – student relationship.10.Develop Quality policy of the organization with the following elements:• Quality policy.• Strategic quality plan.• Quality manual and quality plans.• System-level procedures.• Instructions at the job level.• Records to provide objective evidence that the system is being followed.11.Thinking and acting strategically is a continuous process that has its principal output of a flow of action projects that result in the continuous improvement of the output of the organization. The planning Group maintains a continuous flow of small, feasible projects. The flow can be pictured as a short pipeline of 15-20 active projects. As projects are completed, new ones are created to maintain the flow. It is not recommended to have a large bank of projects designed and awaiting activation. New projects should be generated continuously, slowly and only a few at a time.12.The planning Group and sub groups should meet regularly to monitor and to evaluate the success of the implemented projects. On successful implementation of the projects, new projects will be identified and implemented to march towards the vision of the organization. This is a beginning of a “NEVER ENDING JOURNEY”7.ConclusionTQM is a strategy, the way we do things. It is a journey in satisfying the customers continuously and making the management more and more efficient and ultimately make the organizations healthy in serving the society and the stakeholders. In particular, better and


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