towards successful implementation of tqm -dr. kamran moosa
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7/30/2019 Towards Successful Implementation of Tqm -Dr. Kamran Moosa
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2013 MEQA CONFERENCE
JEDDAH, SAUDI ARABIA
DR. KAMRAN MOOSA, PAKISTAN 1
Dr. Kamran Moosa
Advisor & Past Chairman,
Quality & Productivity Society of Pakistan
TOWARDS SUCCESSFUL
IMPLEMENTATION OF TQM
PAKISTAN
Part 1
Overview and
State of TQM
in Pakistan
Part 2
TQM
Implementation
Challenges
Contents
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2013 MEQA CONFERENCE
JEDDAH, SAUDI ARABIA
DR. KAMRAN MOOSA, PAKISTAN 2
Journey of QualityManagement in Pakistan
3
PART 1
PAKISTAN
Population 180 M
GDP Contribution 20 % Agriculture
26 % Industry
54 % Services
% Occupation 45 % Agriculture
21 % Industry34 % Services
Labor Force 60 Million
Capita Income $ 1256 (2012)
4
Pakistan
(Source: Pakistan Economic Survey 2011-2012, GOP)
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2013 MEQA CONFERENCE
JEDDAH, SAUDI ARABIA
DR. KAMRAN MOOSA, PAKISTAN 3
PAKISTAN
Cont…
Literacy Rate 58 %
Primary Schools 155,500 ; Students 20.0 M
Middle & Secondary 70,000 ; Students 9.3 M
Colleges 1,558 ; Students 1.0 M
Universities 135 ; Students 1.4 M
______________________________________________
Overall 227,400 ; Students 31.7 M
5
(Source: Pakistan Economic Survey 2011-2012, GOP)
K. MOOSA, MEQA 2013 CONFERENCE, JEDDAH, SAUDI ARABIA
PAKISTAN
PAKISTAN INDUSTRY
5000 Garments
1220 Ginning
750 Finishing
700 Knitwear
456 Spinning
400 Towels
200 Weaving
6
Textile
8800
Manufacturing Units
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2013 MEQA CONFERENCE
JEDDAH, SAUDI ARABIA
DR. KAMRAN MOOSA, PAKISTAN 4
PAKISTAN
Cont…
725 Tanneries
460 Garments
524 Footwear
348 Gloves
302 Sports/Goods
7
Leather2360
Manufacturing Units
K. MOOSA, MEQA 2013 CONFERENCE, JEDDAH, SAUDI ARABIA
PAKISTAN
Cont…
77 SUGAR PLANTS
11 FERTILIZERS PLANTS
25 CEMENT PLANTS
87 OIL MILLS
500 STEEL MILLS/RELATED
1129 CHEMICAL PLANTS
750 SOFTWARE
370 CONSTRUCTION
131 ISP’s
8
Others
Manufacturing
Units
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2013 MEQA CONFERENCE
JEDDAH, SAUDI ARABIA
DR. KAMRAN MOOSA, PAKISTAN 5
PAKISTAN
Automobile& Aircraft
Manufacturing Units
Cont…
47 MANUFACTURERS
6 CARS (1 LOCAL)
19 TRUCKS/BUSES
22 MOTORCYCLES
780 DIRECT VENDORS
3 AIRCRAFT OVERHAULING
1 LOCALLY DESIGNED
(JF Thunder)
9K. MOOSA, MEQA 2013 CONFERENCE, JEDDAH, SAUDI ARABIA
Made in Pakistan
Made in Pakistan
PAKISTAN
10
TQM in Education & Certifications
Certification Bodies (ISO Stds)
20
Academic / Universities
135 universities
Accreditation Bodies (HEC, PEC, PMDC, etc)
TQM as a subject in MBA
SQC in BSc Engineering
MSc in QA/TQM by two institutions
PGD in QA by two institutions
Chambers of Commerce
TQM Bureau, Lahore Chamber of Commerce
& Industry
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2013 MEQA CONFERENCE
JEDDAH, SAUDI ARABIA
DR. KAMRAN MOOSA, PAKISTAN 6
PAKISTAN
1980s
1990s
2000s
2010s TQM Growth
TQM Journey in Pakistan
Inspection / T esting
ISO Stds
TQM / TPM
Six Sigma,SQCC Schools
HEC’s Self Assessment
Big Industry
Automobile,
Defence, Engg.Textile
Automobile,
Telecom
Banks, Software
Engineering,
Banks, Telecom
universities
11K. MOOSA, MEQA 2013 CONFERENCE, JEDDAH, SAUDI ARABIA
PAKISTAN
1980s
1990s
2000s
2010s TQM Growth
TQM Journey in PakistanInspection / Testing
ISO 9000
TQM / TPM
Six Sigma,
SQCC Schools
HEC’s S.A.
Good Lab is good QC
ISO 9000 as a QA Model;
everyone took interest
Criticism on ISO 9000; goals
not met; serious concerns
Quality Circles in
Schools; Six Sigma
picked up; partial
Q’Award
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2013 MEQA CONFERENCE
JEDDAH, SAUDI ARABIA
DR. KAMRAN MOOSA, PAKISTAN 7
PAKISTAN
• 20 years of outstanding TQM history
• Quality Circles, Kaizen, JIT, 5S, TPM,
Statistical Process Control
• 50-60 Quality Circles / year
• 8000-9000 Kaizen per year
13
Case 1: Indus Motors Karachi
K. MOOSA, MEQA 2013 CONFERENCE, JEDDAH, SAUDI ARABIA
PAKISTAN
• 2007: Initiative of Quality Circles / TQM in
Education in Northern Region of Pakistan
• 70 institutions involved in SQC as extra
curricular activities
• Objective: To produce Quality minded
Citizens
• Annual Convention where students
participate
Case 2: TQM / Students Quality Circles in Schools
Modernage School, Abbottabad
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DR. KAMRAN MOOSA, PAKISTAN 8
PAKISTAN
• Adopted Bloom’s Taxonomy as a Basic
Learning Quality; i.e. 6 Levels – Level 1: Remembering
– Level 2: Understanding
– Level 3: Applying
– Level 4: Analyzing
– Level 5: Evaluating
– Level 6: Creating
• Adopted TQM/SQC in curriculum, Exams,and Teaching Methods
• Personality Development
•New Initiative ‘Industrial Kid’; industryliaison at school level
Case 3: TQM in School:
SPS School & College, Swat
15K. MOOSA, MEQA 2013 CONFERENCE, JEDDAH, SAUDI ARABIA
PAKISTAN
1. QM / QA deals with improving process based approach to organizational
performance improvement & standardization, still at growth level at the
national level
2. Used in Pakistani industries and organizations as voluntary programs since
1990’s; 20 years of experience in Pakistan (e.g. ISO Stds).
3. Only 10-30% success rate is commonly reported in internal QA programs
(and even in external QA programs)
4. Too many companies start these initiatives for 1-2 years and then
abandon; very few cross the 3
rd
year. Weak Sustainability5. Effective implementation of internal QA was found in 15% firms ,
satisfactory in 25%; poor in 60%. Ref: Moosa (2000)
6. Role of ISO Certifications is weak, need some upgradation
7. National Quality Award called Prime Minister Quality Award mobilized in
2012. Not yet awarded.
QA/TQM Challenges at the national levels
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2013 MEQA CONFERENCE
JEDDAH, SAUDI ARABIA
DR. KAMRAN MOOSA, PAKISTAN 9
Quality and Productivity
Society of Pakistan
Building a World -Class Pakistan
QPSP Website
18
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DR. KAMRAN MOOSA, PAKISTAN 10
QPSP memberships
19
PAKISTAN
• Forums (monthly Quality Forum)
• Magazine (Quest for Excellence)
• Biannual Exams (Certified QualityManager – 2 times/year)
• Collaborations on
– Conferences (ICQI, with PIQC)
– Students Quality Circles (Modernage)
– Prime Minister Quality Award (NPO)
20
Activities
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DR. KAMRAN MOOSA, PAKISTAN 11
Annual Magazines
21
Conference
22
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DR. KAMRAN MOOSA, PAKISTAN 12
Towards Successful
Implementation of TQM
PART 2
PAKISTAN
Dimensions of TQM program
24
TQMTools
& Methods
TQMCultural
Values
TQMModels
& Frameworks
Customer Focus
Leadership (for Quality)
Vendors Relations
Process Approach
Systems Approach
Data based Analysis
Problem solving
Continual Improvement
Ethics & Social Norms
Creativity
ISO Certifications
Quality Awards
Business Excellence Models
Accreditation Models
Quality Function Deployment
Failure Mode & Effect Analysis
Statistical Process Control
Benchmarking
Cost of Quality
Business Process Reengineering
Six Sigma
GR&R
Design of Experiments
Total Productive Maintenance
TQMImplementation
Project
Mgt
McKinsey/s 4 Levels
UMIST’s 5 Levels
Crosby’s 5 Stages
Ghobadian’s Model
Oakland’s Model
Technical Cultural
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2013 MEQA CONFERENCE
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DR. KAMRAN MOOSA, PAKISTAN 13
PAKISTAN
TQM Culture – the ultimate goalSuccessful
TQM Deployment
TQM
Project Management
TQM
Values/Culture
TQM
Frameworks
TQM
Tools
Learning
Processes
Project
Mgt
Processes
Leadership
& CulturalProcesses
25K. MOOSA, MEQA 2013 CONFERENCE, JEDDAH, SAUDI ARABIA
PAKISTAN
TQM
Development
Deployment
Sustainability(Continuity)
TQM Development, Deployment & Sustainability
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DR. KAMRAN MOOSA, PAKISTAN 14
PAKISTAN
Studies on TQM Implementation
•
Success and Failure of TQM in Global scenario – Most studies confirm improvement in performance due to TQM but very
little on its sustainability; Singhal’s study (2001) is most prominent
Ollila (1995), Terziovsk (1999),
– 10-30% success reported in many studies ;Oakland (2007), Yui (1995), Beer (2003), Hackman (1995), Caudron (1993), Harari (1993), Korukonda (1999)
• Success and Failure of TQM in Pakistan
– Effective implementation was found in 15% firms , satisfactory in 25%;
poor in 60%.Moosa (2000)
–
100 Conference papers on TQM practices from 1995 to 2010; mostreported problems in implementation and integration with existing
organizational culture.
(Jamshed Khan 2000, lever Brother 2000, Habib Rafiqe (2000), Gillete (2000), saphire Textile (1998), Packages (2000), PTC (2000)
27K. MOOSA, MEQA 2013 CONFERENCE, JEDDAH, SAUDI ARABIA
PAKISTAN
Success
25%
Failure
75%
28
Challenge: TQM Failure 75%
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2013 MEQA CONFERENCE
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DR. KAMRAN MOOSA, PAKISTAN 15
PAKISTAN
E F F E C T I V E N E S S
1
ST
Year 2
nd
Year 3
rd
Year
Starter Mature Amateur
10-20%
80-90%
TQM Maturity over years
Development
Phase Starts
Deployment
Phase Starts
Sustainability
Phase Starts
29K. MOOSA, MEQA 2013 CONFERENCE, JEDDAH, SAUDI ARABIA
PAKISTAN
How can you standardize an SOP ? HANDWASHING
30
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DR. KAMRAN MOOSA, PAKISTAN 16
Sustainability = Quality x Time
31
Compliance to
Processes
Suppliers Organization Products & Services
IT
Part time
faculty
Software
Mnt
PAKISTAN
32
Examples
Competency Rate
Duration of vacant posts
% of Poor Hiring
Number of persons hired
Number of TrainingsHRD
Error Rate
Delays
Cost of unit test
Number of tests
Types of TestsTESTING
DEPT.
% Defectives/Rejected
Cost of Production/itemNumber of items/unit time
Number items produced
Types of productsproduced
PRODUCTION
DEPT.
Graduate Competency Rate
Job Placement Rate
% of Satisfied Graduates
% of Satisfied Employers
Number of Students
Number of Teachers
Number of Programs
Number of Branches
UNIVERSITY
Delivery Rate
Damage Rate
Transactions/day/person
Number of Letters
Number of Post Offices
Number of Transactions
POST OFFICE
Quali ty
Object ives
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DR. KAMRAN MOOSA, PAKISTAN 17
TQM dashboard (Example)
33
PAKISTAN
Quality, QA and Org’l Culture
Quality
Outcomes
KPIs
Due to Poor
Culture of
Standardization
Due to Poor Culture of
Creativity & InvolvementCulture of
Standardization
Needs
improvement
Culture of
Creativity & Involvement
Needs improvement
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DR. KAMRAN MOOSA, PAKISTAN 18
PAKISTAN
IMPROVEMENT
To Improve
PERFORMANCE
STANDARDIZATION
To Strengthen
SYSEMS
TQM
TQM Key Objectives
Effective Development,
Training, Enforcement
Auditing of
SOPs
Effective Development,
Training, Enforcement
Auditing of
KPIs
70-80% 20-30%35K. MOOSA, MEQA 2013 CONFERENCE, JEDDAH, SAUDI ARABIA
What TQM does 70/20/10
0
1
2
3
4
5
STOP
(Processes
Not fo l lowed)
1
PROCESS CONTROL
Process
Not effective
2
PROCESS
IMPROVEMENT
WITH PROBLEM
SOLVING
Process
Not suitable
3
PROCESS
CHANGE
Analys is
Incidences
36
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DR. KAMRAN MOOSA, PAKISTAN 19
PAKISTAN
A
C
B
3 6 9 12 18
Time (months)
Acceptable
Satisfactory
Good
Excellent
60%
15%
25%
37
ISO 9000 Survey
K. MOOSA, MEQA 2013 CONFERENCE, JEDDAH, SAUDI ARABIA
PAKISTAN
90
70
60 50 40 30
15 0
10
20 30
40
50
60
70
80
90
100
P r o d u c t i on
S al e s
P r o d .P l anni n g
F i n an c e
QA
M ar k e t i n g
D e si gn
Quality Practices in Departments
%
38
ISO 9000 Survey (Cont.)
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DR. KAMRAN MOOSA, PAKISTAN 20
PAKISTAN
95
85 80
30 25 25 25
20 15
10 5
0
10
20
30
40
50
60
70
80
90
100
I S O 9 0 0 0
S P C
C . S ur v e y
Q C C
B en c h m ar k i n g
R e en gi n e er i n g
Q.A w ar d
K ai z en / 5 S
QP D
J I T N e
w
M g t
T o ol s
%
39
ISO 9000 Survey (Cont.)
App l icat ion of TQM Tools
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PAKISTAN
TQM Aspects vs Intermediate & Final Impacts
40
(Final)
(Intermediate)
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DR. KAMRAN MOOSA, PAKISTAN 21
PAKISTAN
TQM survey 2010
Responses of Items with p<0.05
K. MOOSA, MEQA 2013 CONFERENCE, JEDDAH, SAUDI ARABIA
PAKISTAN
42
Responses of Items with p<0.05
TQM survey 2010
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PAKISTAN
43
Responses of Items with p<0.05
TQM survey 2010
K. MOOSA, MEQA 2013 CONFERENCE, JEDDAH, SAUDI ARABIA
PAKISTAN
44
TQM survey 2010
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PAKISTAN
45
TQM survey 2010
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PAKISTAN
Categorization of Contextual Factors
• Leadership of TQM Program
• Size of Organization
A Category
Most Influencing
• Effectiveness of ISO 9000
• Formally Adoption of QA System in firm
• Job Positions
B Category
Medium Influencing
• Export orientation• Location of Firms
• Sectors
• Type of Firms
C Category
Little influencing
• Experiences of Employees
• Background of Employees
• Age of Employees
D Category
Least influencing
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DR. KAMRAN MOOSA, PAKISTAN 24
PAKISTAN
Making TQM Programs Sustainable
K. MOOSA, MEQA 2013 CONFERENCE, JEDDAH, SAUDI ARABIA 47
Strategy• Accountability
of HODs on
outcomes
• KPIs for every
dept
• Systems
approach
• Cultural focus
Structure• Competent
TQM Mgr
• TQM Steering
Committee
• Dept’l Coord
• Quality Imp
Teams
Development
• Training
Plans
• HODs
• Coord’s
• Empl’s
• Types of Trg
• KPIs
• SOPs
Cultural• Quality
Reviews
• Quality
Reports
• Process Imp
Teams
• Rewards &
Awards
• Thorough
Audits &Ass’t’s
PAKISTAN
Conclusion
TQM is only effective, if behind it are:
The Right Strategy
The Right Structure
The Right Training
and
is being sustained on long term basis
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