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CHAPTER 4
PROCUREMENT AS A SUPPORT AND STRATEGIC FUNCTION WITHIN COMPANIES
prevention of defects by controlling the process and implementing procedures
to detect quality problems at source, i.e., as the product is being made or
service is being provided.
• Quality is defined in the broadest sense, encompassing internal and
external customers’ needs and expectations:
TQM focuses on identifying
and meeting the requirements of internal as well as external customers.
• Uses measurement tools and techniques:
Graphical measurement tools
and techniques are used to determine areas for improvement and to let you
know where you are in relation to your improvement goals.
• Requires participative management:
Management provides the necessary
support and resources for a TQM initiative. Without the total support and
involvement of management, TQM will not succeed.
• Requires teamwork:
More can be accomplished by working together to
improve the system than by individuals working on their own. The only
efficient way to tackle process improvement and complex problems is through
teamwork.
• Requires employee involvement:
The person doing the job is most
knowledgeable about that job. People will generally work to implement
solutions to problems that they have had a hand in solving. Also, generally
speaking, people want to be involved and do their jobs well and every person
wants to feel like a valued contributor. One of the key elements for success
in TQM is therefore employee involvement.
• Stresses supplier/customer partnerships
: The emphasis is on collaboration
and joint problem solving. It also emphasises long-term relationships with
fewer, better, suppliers.
• Involves training for all people at all levels:
Training in teamwork and in
structured problem solving is a must. Individuals trained in effective teamwork
collaborate and work better in teams. A structured problem-solving process,
using graphical techniques, produces better solutions than an unstructured
process. Also, every organisation has undiscovered ‘gems’ (people) waiting
to be developed.
• Continuous improvement:
Continuous improvement, also referred to as
project-by-project improvement, means continually looking for ways and
means to improve performance levels. Once an improvement in performance
has been reached in one area of the organisation, then other areas are
examined for ways to improve performance.
• Demands patience:
TQM requires a major shift in culture for most companies.
This culture change does not happen overnight and requires patience from
management and employees.