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1 Best Practices.ppt
- 1. FICCI CE Best Practicesfor global competitiveness Competitive Edge Management Consultants
- 2. FICCI CE TQM bestpractices of global leaders Contents of the CD Best practices for implementing TQM Effective leadership Customer satisfaction management Building quality culture Developing high performing processes Improving product reliability Building supplier partnerships Creativity & innovation Measures of quality Eliminating root causes Honda Hewlett Packard Ford American Express Motorola Why TQM initiatives fail
- 3. FICCI CE Presenting fewsample slides... • The CD contains 250 state- of- the- art training & development slides for great impact plus • 30 Quality promotional posters • LAN/WAN friendly Add power to your training
- 4. FICCI CE PDCA The basicprinciple of TQM at Honda is to narrow the gap between the “Target” and “Status-quo”. In order to achieve the target the company makes the initial plan, implements the plan, analyzes the outcome of the implementation and recognizes a new problem and finally improves the process of operation. When the company progresses through one cycle of PDCA, the gap between the target and the status quo becomes narrower. The process is repeated till the plan is achieved.
- 5. FICCI CE 10X atHewlett Packard • The program 10X made the entire company examine itself : • How do we do our jobs? • What are our processes? • Who are our customers ? • How can we work better? • Who are our competitors? And so on…
- 6. FICCI CE Ford FORD QualityPolicy The concept of Ford Quality Excellence emphasizes the importance of quality in everything we do. To us Quality comes first. To achieve customer satisfaction, the quality of our products and services must be our number one priority.The fundamental precepts of Ford Quality Excellence are :
- 7. FICCI CE Motorola Key initiatives •Six sigma quality • Total cycle-time reduction • Product, manufacturing and environmental leadership • Profit improvement • Empowerment for all in a participative, cooperative and creative manner. • And creative workplace
- 8. FICCI CE Customer RelationshipManagement at AMEX • Developing Relationship strategies • Access to customer • Continuous Customer feedback • Conducting Transaction based surveys • Establishing Customer focus groups • Conducting lost customer analysis • Employee feedback
- 9. FICCI CE Customer Satisfaction-Characteristics Japanese scientist, N.Kano identified three characteristics of customer satisfaction : • Basic • Performance • Delight
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- 11. FICCI CE Customer Surveys Complaints Critical Situations Other Customer satisfaction dept International marketing Administration Domestic Marketing Technical Delivery Customer satisfaction dept. Service Issue owners •Develop actionplans •Resolve issues •Improve •Issue identification •Prioritization •Ownership •Review actions •Emerging issues •Action plan Sample : Seeking customer feedback and taking corrective action flow diagram.
- 12. FICCI CE 1 23 4 5 Customer competitive evaluation on 5 point scale( 5 high , 1 low ) Action Rank Competitor product Our product Customer Requirements Step 3 : Comparing product with the nearest competitor
- 13. FICCI CE Two differentprofiles of desired product attributes •Fast acceleration •Aerodynamic design •Hugs the road •Easy to drive •Excellently finished •Quiet riding •Classic styling •Smooth riding •Free from breakdowns •Excellent gas mileage •Protects drivers •Durable •Many electronic devices •Convertible roof •Virtually maintenance free Performance driver Practical driver •Excellent gas mileage •Virtually maintenance free •Free from breakdowns •Easy to drive •Durable •Quiet riding •Smooth ride •Protects driver •Excellently finished •Many electronic devises •Aerodynamic design •Hugs the road •Instruments to read functions •Classic styling •Convertible roof •Fast acceleration 5 4 3 2 1
- 14. FICCI CE Customer requirements and expectations Processes Equipment & Technology Qualityof raw material / suppliers Competent people Product quality Quality Principles Quality Techniques Process Management Empowerment Continuos improvement Prevention Zero Defects SPC Tools Measurement Right first time 5 “S” TPM BPR Benchmarking Processes PDCA
- 15. FICCI CE Principles ofprocess improvement I. Waste Reduction II. Process Simplification III. Cycle-time reduction IV. Process measures V. Error free principles
- 16. FICCI CE Profit Sales Customer satisfaction Purchase price Efficiency variance Build inventory Manyimproved teams Many unfocused projects Select low price supplier Strategies Performance measures Wrong performance measures create barriers between strategy and actions
- 17. FICCI CE Marketing -Parameters 1. Accuracy of forecast assumptions. 2. Number of incorrect order entries. 3. Overstocked field supplies. 4. Contract errors. 5. Late deliveries. 6. Customer complaints. 7. Warranty cost as a percentage of sales.
- 18. FICCI CE Existing customers TheCD ROMs are being used by some of the top class organizations of the world for training and development of human resources in a cost effective manner. Our customers include:- • American Express • Coca-Cola • Nestle • Sony • Ericsson • Motorola • Hewlett Packard • Oracle • SmithKline Beecham • Samsung • National Panasonic • Volvo • Whirlpool • LG • Siemens • Gulf oil • Pfizer
- 19. FICCI CE Orders • Price Rs9500/- for Indian companies US$ 300 for overseas companies • Mode of payment A/C Payee cheques / Demand drafts in favor of ‘FICCI Quality Forum’, payable at New Delhi. • Delivery By courier : Within 3 days of receipt of payment. • Address Send your order along with payment in advance to:- FICCI Quality Forum, Federation of Indian Chambers of Commerce & Industry, Federation house, Tansen Marg, New Delhi: 110001. INDIA Tel: 91-11-3359735(D), 3738760-70, Fax: 91-11-3320714, E-mail: ficci@ficci.com Website: www.ficci.com