Explain the 14 steps given by Crosby in TQM and discuss its advantages and disadvantages.

 Philip Crosby, a prominent quality management expert, introduced the concept of Total Quality Management (TQM) in his book "Quality is Free" published in 1979. Crosby's approach to TQM emphasizes the importance of preventing defects rather than detecting and correcting them after the fact. He proposed a systematic 14-step process to achieve quality improvement in organizations. Let's explore each step in detail and discuss the advantages and disadvantages of implementing Crosby's TQM approach.

Crosby's 14 Steps to Quality Improvement:

1. Management Commitment to Quality: The first step involves top management's commitment to achieving and maintaining high-quality standards throughout the organization. Management sets the tone for quality improvement efforts and provides the necessary resources and support.
2. Quality Improvement Team: Establishing a cross-functional quality improvement team responsible for driving quality initiatives, identifying improvement opportunities, and implementing solutions.
3. Quality Measurement: Defining clear quality standards and measurements to evaluate performance and track progress towards quality improvement goals.
4. Cost of Quality Evaluation: Assessing the costs associated with poor quality, including prevention, appraisal, and failure costs, to highlight the importance of investing in quality improvement efforts.
5. Quality Awareness: Educating employees at all levels about the importance of quality, their role in ensuring quality, and the potential consequences of poor quality on the organization and its customers.
6. Corrective Action: Implementing corrective actions to address root causes of quality issues and prevent their recurrence, rather than relying solely on corrective measures after defects occur.
7. Zero Defects Day: Designating a specific day or period to emphasize the organization's commitment to achieving zero defects and mobilize employees around this goal.
8. Supervisor Training: Providing training to supervisors and managers on quality management principles, techniques, and their role in fostering a culture of quality within their teams.
9. Zero Defects Planning: Developing comprehensive plans and strategies to achieve zero defects by identifying potential sources of defects, implementing preventive measures, and continuously monitoring and improving processes.
10. Goal Setting: Setting clear, achievable quality improvement goals aligned with the organization's overall objectives and ensuring that employees understand their roles and responsibilities in achieving these goals.
11. Error Cause Removal: Identifying and eliminating the underlying causes of errors and defects in processes, systems, and procedures to prevent their recurrence.
12. Recognition: Recognizing and rewarding individuals and teams for their contributions to quality improvement efforts, reinforcing positive behaviors, and fostering a culture of continuous improvement.
13. Quality Councils: Establishing quality councils or committees composed of representatives from different departments to oversee quality initiatives, review performance, and drive continuous improvement efforts.
14. Do It Over Again: Reinforcing the commitment to continuous improvement by reiterating the importance of quality, celebrating achievements, and encouraging employees to build on past successes.

Advantages of Crosby's TQM Approach:

1. Prevention of Defects: Crosby's TQM approach emphasizes preventing defects rather than detecting and correcting them after the fact, leading to higher-quality products and services.
2. Management Commitment: The emphasis on top management's commitment to quality sends a clear message to employees about the organization's priorities and fosters a culture of quality throughout the organization.
3. Employee Involvement: Involving employees at all levels in quality improvement initiatives empowers them to take ownership of quality and contribute their knowledge, skills, and ideas to the process.
4. Clear Goals and Measurements: Setting clear quality improvement goals and measurements provides a roadmap for organizations to track progress and evaluate the effectiveness of their quality improvement efforts.
5. Cost Reduction: By reducing the costs associated with poor quality, such as rework, scrap, and customer complaints, organizations can improve their profitability and competitiveness in the market.
6. Continuous Improvement: Crosby's TQM approach emphasizes the importance of continuous improvement, ensuring that organizations are constantly striving to enhance their processes, products, and services to meet or exceed customer expectations.

Disadvantages of Crosby's TQM Approach:

1. Rigidity: Crosby's 14-step approach to TQM may be perceived as rigid and prescriptive, limiting organizations' flexibility to adapt to changing circumstances or unique challenges.
2. Resource Intensive: Implementing Crosby's TQM approach requires significant investments of time, money, and resources, which may be challenging for smaller organizations or those operating under budget constraints.
3. Resistance to Change: Employees may resist adopting new quality improvement processes and practices, especially if they perceive them as disruptive to existing workflows or routines.
4. Overemphasis on Zero Defects: While striving for zero defects is an admirable goal, it may not always be feasible or practical in all situations, leading to frustration and disillusionment among employees.
5. Limited Focus: Crosby's TQM approach primarily focuses on quality improvement within the organization and may overlook broader issues such as customer satisfaction, market trends, and competitive positioning.
6. Lack of Flexibility: The rigid structure of Crosby's 14-step approach may not be suitable for all organizations or industries, particularly those operating in dynamic or rapidly changing environments.

Conclusion:

Crosby's Total Quality Management (TQM) approach offers a systematic framework for achieving quality improvement in organizations by emphasizing prevention of defects, management commitment, employee involvement, and continuous improvement. While Crosby's approach has several advantages, including the prevention of defects, cost reduction, and continuous improvement, it also has limitations, such as rigidity, resource intensity, resistance to change, and overemphasis on zero defects. Organizations should carefully consider the advantages and disadvantages of implementing Crosby's TQM approach and tailor it to their specific needs, circumstances, and objectives to maximize its effectiveness and achieve sustainable quality improvement.

Subscribe on YouTube - NotesWorld

For PDF copy of Solved Assignment

Any University Assignment Solution

WhatsApp - 9113311883 (Paid)