abstract
Total quality management of enterprises is a management method that is fully and reasonably applied in management, statistics, marketing and human resource management. It not only promotes the quality products of enterprises, but also is of great benefit to the promotion of the whole enterprise in the value chain. It is also the driving force for the long-term development of enterprises and the key for modern enterprises to stand out in this financial crisis. For a long time, China's private enterprises all started from small workshops, and the bottleneck that enterprise product quality management can't keep up with enterprise development is particularly obvious. Based on this, this paper analyzes and studies the main problems existing in the quality management of private enterprises at present, and puts forward some opinions on the necessity and pertinence of the quality management reform of private enterprises in the future.
This paper is divided into three parts.
The first part expounds the concept of total quality management and its reusability in total quality management enterprises.
The second part expounds the shortcomings existing in the operation of total quality management of private enterprises in China.
The third part, the countermeasures to solve the disadvantages in the operation of total quality management in private enterprises.
Analysis on the Application of Total Quality Management in Private Enterprises
First, the concept and reusability of enterprise total quality management
(A) the concept of total quality management
The name of total quality management was first put forward by feigenbaum, a famous American expert, in the early 1960s. It is a modern quality management based on the traditional quality management and developed with the development of science and technology and the needs of management. Now it has become a highly systematic science. The content and characteristics of total quality management can be summarized as "three aspects" and "four aspects". "Three aspects"-refers to the management of total quality, whole process and full participation. "Four Everything"-that is, everything is for users, everything is based on prevention, everything is based on data, and all work is carried out according to PDCA cycle.
Total Quality Management (TQM) is defined as an effective system, which integrates the activities of developing, maintaining and improving the quality of all departments of an enterprise, so as to conduct market research, design, manufacturing and after-sales service at the most economical level, and fully meet the requirements of customers.
(B) the importance of total quality management
With China's accession to the WTO for many years, China's private enterprises should be in line with international standards in many aspects. If our quality management level can't keep up with the international level, our manufacturing industry will stay at the primary level forever and will be eliminated by the adjustment of industrial structure. In addition, from the perspective of the growth process of enterprises, private enterprises in China all start their careers from the establishment of family businesses. Undeniably, many family businesses in developed countries have a family color, but their management innovation has changed their values, not only adopting scientific decision-making procedures in enterprise management, but also hiring professional managers to take care of their companies in personnel appointment. As can be seen from the above reality, private enterprises in China must earnestly promote total quality management and have a strong sense of urgency and mission. In addition, the importance of total quality management has emerged in this world financial crisis. For example, some low-grade factories in Wenzhou that have no core value and win by price have closed down one after another. The improvement of quality requirements is also due to the improvement of the consumption level of Chinese residents, which makes people pay more attention to the quality and safety of products. In order to improve quality, we must implement total quality management. Only by implementing total quality management can the quality management level of enterprises be further improved and be in line with international standards. The application of total quality management can improve the product quality, and the quality goal will develop in a higher direction. The application of statistical means in total quality management has improved the product design scheme, reduced the failure cost in advance and a series of cost optimization caused by product design problems in the future. The application of total quality management accelerates the production process and makes the process optimization simple. The in-depth development of total quality management can inspire staff morale and enhance quality awareness. The application of total quality management improves the after-sales service of products, makes the relationship between customers and suppliers closer, and makes customers trust the products they provide more. The application of total quality management can also improve the market acceptance and awareness, reduce the operation quality and the cost of on-site maintenance, and reduce the operation loss, thus improving the efficiency of enterprises. In addition, the application of total quality management can also reduce the liability accidents, thus ensuring the harmony of enterprises and social stability. Thus, total quality management plays a very important role in enterprise development.
Second, China's private enterprises in the operation of total quality management deficiencies
(a) mistake ISO standard for the highest standard of total quality management
At present, many private enterprises still take the IS09000 standard as the application process. Although the quality has been improved according to the standard of 1S09000, the corporate culture has not changed and the leaders have not devoted themselves wholeheartedly. Take ISO as a benchmark and a gimmick. Moreover, it is particularly important to note that the quality defined in TQM is a multi-dimensional concept, which is not only related to the final product, but also related to how the organization delivers goods and how to respond quickly to customer complaints. Therefore, private enterprises in China still have a long way to go to truly implement total quality management, which needs to be comprehensively improved in terms of processes, skills, technical support, training system, corporate values and culture. ISO is just a framework, just like an empty shell for building a house, which provides the necessary construction standards. The actual furniture inside depends on the optimization and adjustment of the enterprise itself. The situation of each enterprise is different, and the business philosophy is different. Therefore, it is unreasonable to regard ISO standard as the top sword of total quality management.
(B) lack of full participation in quality management
Employees of private enterprises in China often think that quality management is a matter for a few people and has nothing to do with other people in the organization. In fact, quality management is an organic system and process, which includes the basic functions of organization, decision-making, control, leadership and encouragement, as well as the main functions of prediction, research, planning, planning, consultation, coordination, communication, guidance, implementation, system, supervision, evaluation, training, appointment, selection and competition, public relations, advertising and marketing. And the formulation and implementation of rules and regulations is only an organic system and process. In addition, quality management is not a matter for a few people in the organization, but for everyone in the organization. The manager is the subject of management, and the managed is the object of management. Only when they interact and influence each other can a complete management process be formed. Wang Zhongqiu, the author of Details Decide Success or Failure, thinks that China people are the most difficult to manage in the world, because China people are very smart. There are four words that are crucial and easy to be blurred: smart, smart, brilliant and wise. Being smart means being able to perceive the world correctly; Cleverness is eager to show its cleverness, and most people in modern society are clever; Being good at hiding your cleverness is called cleverness; He who can influence the wise is called a wise man. In China enterprises, there are often too many smart people and too few smart people, and there are basically no celebrities. Employees of enterprises in China are often smart employees, who focus on analyzing rules, looking for loopholes in rules and violating them. As soon as such employees increase, enterprises often can't manage any more. Such problems are common in enterprises.
(3) Enterprises lack necessary management and maintenance in basic data management.
Basic management is like squatting. The management foundation of private enterprises in China has not been done well, and even the managers' own job responsibilities are not clear about what to do. When making many decisions, enterprises have no scientific basis and no real market information, and some rely on one or two people sitting in the office and imagining. Such a decision will cause many problems in the future work, which is difficult to solve. One policy at a time, the plan changes slowly, and the enterprise changes constantly, just like repeated construction. It is difficult for such an enterprise to last long.
Enterprise basic data management is a mess, and there is no mature file system to support it. Get the previous data, because the information is lost and can't be found. In this way, as a manager, you can only make decisions out of thin air by seniority and experience. The decision made does not conform to the actual situation of the enterprise and is difficult to implement. In severe cases, it will cause great internal friction and increase the cost of failure. This is why large private enterprises pay more and more attention to the introduction of ERP system for basic data management.
Empiricism in quality management
Many private enterprises think that management mainly depends on experience and practice, and management is a matter of "self-learning without teachers" or "single-mindedness", ignoring the guiding role of advanced management tools and methods in practice. Therefore, in the actual management process, we don't pay attention to learning new knowledge and sublimating experience into theory in time, which leads to extensive management, short-sighted management and subjective decision-making and luck. This often leads to inefficient management and poor performance. Private enterprises in China are very short of management tools and methods. The system construction and management rules of our enterprise are very abstract and general. The first article of many enterprise employee manuals is "Love XX Company", and the rest are slogans and empty words. This is a useless manual, which doesn't even have the most basic principles and methods. There are too many weak links like enterprises.
Three, private enterprises in the operation of total quality management countermeasures
(A) private enterprises correctly understand the importance of total quality management
In the eyes of private entrepreneurs, our company has passed the ISO certification, which means that our quality is reliable and can meet the requirements of customers. As the supreme leader, we should dispel this idea and clearly realize that ISO is only the threshold for cooperation between enterprises and customers. For example, the automobile industry needs QS9000 certification, which is the threshold for the three major American automobile giants-GM, Ford and Chrysler to enter the industry for their supply chains. It stipulates the documents and technical support that their suppliers need, which, in a deeper sense, is the scale of their parts suppliers.
TQM is a good medicine for enterprises to develop healthily. Only when all staff participate and improve quality awareness can enterprises move towards sustainable management. Deming, a master of quality management, once did the "Red Pearl" experiment and came to the conclusion that managers should bear the main responsibility for poor quality, which is more caused by management system than by some "bad employees". Therefore, quality is the most important thing that senior managers of enterprises must care about. To do a good job in quality, we should also consider and start from the whole system of the enterprise. Total quality management emphasizes all staff, whole process and all-round quality management.
Admittedly, we can't ignore the framework set by ISO900 1 ISO is the standard and cornerstone of total quality management, and the ISO certification of enterprises contributes to the implementation of total quality management. The combination of TQM initiative and ISO framework guarantee can achieve the highest quality and the lowest cost. Through continuous improvement, enterprises are always at the forefront of best practices, which is the only way for private manufacturing in China.
(b) Establish a QCC team to implement long-term quality improvement for all staff.
The English full name of QCC is QUALITY CONTROL CYCLE, and the Chinese translation is "Quality Control Circle". Founded by Dr. Kaoru Ishikawa, a Japanese quality management authority, telephone 1962. It also refers to the quality control circle formed by a group of grass-roots personnel spontaneously carrying out quality management activities in the same work site with similar work nature. As a link of total quality management, this group flexibly uses various QCC technologies under self-inspiration and mutual inspiration, and all employees participate in the activities of maintaining and improving their work sites, which is called quality control circle activities. Obviously, QCC activities are closely related to the full participation of employees, and the process of activities is more important than slogans, while private enterprises in China always regard QCC as slogans, lacking teamwork and standardization.
Planning the QCC activity circle can start from the following aspects:
1. Establish circle members, which can be selected within the same department or between departments with the same nature;
2. Theme selection, through necessary brainstorming, members put forward problems that need urgent improvement in their work, and often have "broken heads" to grasp the status quo;
3. Goal setting, that is, setting a goal to be achieved for the improvement of this problem;
4. In-depth analysis of reasons;
5. Formulation and solution of countermeasures;
6. Effect confirmation and result distribution. Only by following this process can private enterprises in China improve their quality for a long time. I believe there are always more ways to solve problems than problems. According to incomplete statistics, during the 30 years from 1979 to 2008, the electronics industry has accumulated 15 1276 QCC team achievements, and * * * created economic benefits of about 1090863 yuan. To sum up, QCC is recognized as an effective problem-solving model, which not only eliminates the quality problems in manufacturing industry, but also solves related problems in order to achieve the goals set by enterprises. Therefore, carrying out QCC activities has positive significance and role in promoting the virtuous circle of enterprise management, and it is also a very important link to improve the total quality management of enterprises. QCC pays attention to the participation of all employees, which is consistent with the concept of total quality management in enterprises. It integrates employees' personal development aspirations into the driving force of enterprises, encourages outstanding employees to grow together with enterprises, cultivates employees' loyalty to enterprises, and enhances employees' ability to find, analyze and solve problems. There is no denying that QCC will use a lot of data when analyzing and solving problems. How to sort out and extract effective data is directly related to the progress of the whole QCC activity.
(C) the establishment of the corresponding internal control system, do a good job in basic data statistics.
1. Setting up relevant departments and organizing relevant personnel to carry out special management, and appointing special personnel to effectively manage documents will be beneficial to the confidentiality of enterprise data resources, which will lead to the lack of data management. Full-time staff can write into the job description of enterprise management, define their positions, and sign confidentiality agreements for employees when necessary, which has its constraints.
2. Establish the corresponding internal control management process of documents, and classify documents according to the classification. Make coding statistics for the whole file system, and register the issued files. Forming a set of file coding rules belonging to the enterprise itself can enable the enterprise personnel to find the file as soon as possible, and will not cause the phenomenon that the file cannot be found because of the resignation of the personnel. This is the traceability of the document, which is clearly stipulated in the ISO document. How to operate the file management system suitable for the current enterprise depends on the collective wisdom of the relevant units of the enterprise. Work together to find a solution suitable for the enterprise.
3. Establish an internal audit system for documents. The circulation of each link of the document can easily lead to the loss, ignorance and damage of the document. At this time, it is necessary to regularly and effectively audit the internal documents of the enterprise. Review the documents between departments according to the internal control management process. This activity can be checked once a quarter. In addition, ISO external audit will also do annual review. The items missed in the audit should be solved as soon as possible to prevent it from happening again next time. This kind of situation often happens in private enterprises in China, and there are only stopgap measures and cramming. However, the problem has been puzzling. Therefore, it is necessary to establish an internal document auditing system for private enterprises in China to achieve total quality management.
4. Regularly organize documents and do a good job of 6S. 6S: It refers to the benefits that 6S companies such as SEIRI (sorting), SEITON (rectification), SEISO (cleaning), SEIKETSU (cleaning), SHITSUKE (literacy) and English SAFETY (safety) promote 6S, which makes the office and processing site spacious and bright, and the signs of safe areas to be inspected, qualified and unqualified are eye-catching, and the instruments, meters and equipment are eye-catching. The clean, standardized and effective 6S activity of using documents on site not only improves the quality of employees, but also improves the efficiency of enterprises. More importantly, people are always urged to do everything according to 6S standards to prevent unqualified phenomena. The most important thing is to improve the efficiency and benefit of enterprises, improve the enthusiasm of employees and reduce the operating costs of enterprises.
(D) make full use of statistical methods in total quality management
In China's quality management, empiricism often leads to bloody lessons. Without in-depth and effective analysis of the incident, the decision to solve the problem was made, which led to another problem and repeated work.
Private enterprises in China can do quality control from the following aspects, but they should also make full use of statistical methods.
1, quality problem prevention action
When there are quality problems, the unqualified finished products of enterprises have been produced, which will cause great losses to enterprises. It is necessary to introduce FMEA for early failure mode efficiency analysis. FMEA (Failure Mode and Impact Analysis) FMEA is a reliability design analysis method developed by three major American automobile manufacturing companies (DaimlerChrysler, Ford and General Motors), which is widely used in automobile parts manufacturing. Its working principle is: (1) identify potential failure modes and classify failure consequences; (2) objectively evaluate the possibility of various reasons and the possibility that enterprises can detect a certain reason when it happens; (3) sorting out various potential product and process failures; (4) Focus on eliminating the problems existing in products and processes, and help to prevent the recurrence of problems. For example, Yutong Company makes full use of FMEA to make Yutong bus in a high-quality stage.
2. Process quality control in enterprise process.
(1) The statistical method used for process control in IQC incoming inspection stage is sampling inspection plan. Some private enterprises in China adopt GB2828 and MIL-STD-II sampling scheme for inspection, and carry out inspection according to the requirements of inspection work instructions. The influence of this action on the next process is self-evident, and it plays a key role. Reasonable selection of sampling scheme has a far-reaching impact on the quality control of early materials, and it is also an important part of total quality management. Of course, the sampling scheme is not suitable for all occasions, some can be sampled, and some must be fully inspected, mainly depending on the nature, quantity, volume and scale of the inspection team, or the funds generated by the inspection, or the inspection method.
(2) Statistical methods are used for quality control in the process. Product inspection process control needs SPC, which is statistical process control and an effective method to improve the quality management level of enterprises. Based on the principle of mathematical statistics, through the collection and analysis of test data, the effect of "prevention in advance" is achieved, so as to effectively control the production process and continuously improve the quality. Statistical process control SPC shows the quality problems in enterprises in a more intuitive way, analyzes the reasons through brainstorming and fishbone diagram, and adopts more direct solutions to make the quality run towards stable and safe indicators. At present, private enterprises in China only put SPC on the spot, which is a great obstacle to improve the quality management level of enterprises. Therefore, private enterprises must deeply understand the benefits of SPC management process control and use SPC for quality control in the process.
(3) Flexible application of seven 3)QC methods in total quality management of enterprises. "Seven skills" mainly refers to the quality management tools commonly used in enterprise quality management, which are divided into "old seven" and "new seven". The "old seven kinds" include hierarchical method, questionnaire method, arrangement method, causal diagram, histogram, control diagram and correlation diagram; These seven new QC tools are system diagram, correlation diagram, affinity diagram, matrix diagram, arrow diagram, PDPC method, matrix data analysis, process decision planning method and arrow diagram method. Different technologies need to be applied in different fields, not mechanical imitation. If private enterprises in China want to look good, they need to draw conclusions, analyze problems and solve problems through these charts. The advantage of statistics is that it makes problems centralized and easier to identify. This requires us to strengthen the training of statistical methods. "If a worker wants to do a good job, he must sharpen his tools first." Only by mastering the correct methods and tools of positive solution can we find the crux of the problem.
3. Application of Measurement System Analysis (MSA) in the overall management of enterprises.
It is true that the accuracy of our measurement data plays a key role in the accuracy of our analysis of problems through statistical process methods. The data used for analysis must come from the measurement system with appropriate resolution and measurement system error, otherwise, no matter what analysis method we adopt, it may eventually lead to wrong analysis results. In ISO 100 12-2 and QS9000, there are corresponding requirements for the quality assurance of the measurement system, requiring enterprises to have relevant procedures to verify the effectiveness of the measurement system. So, we have to do GR &；; R (Repeatability and Reproducibility of Gauge) demonstration to ensure the accuracy/quality of measurement data and determine the error of measurement system. This is very important for the effectiveness of the later result analysis. If our measurement data is wrong, then our analysis may lead us into another circle, problems will appear again and again, and the quality will never be improved, which is often the case in enterprise quality management. This requires us to regularly check the existing measuring instruments and make annual inspection records. These provisions are clearly stated and required in the ISO standard book.
To sum up, it is very important for enterprises, especially private enterprises in China, to implement the rational application of total quality management methods for their future and growth. TQM is not only a slogan, but also should be embodied in action. It has become an indisputable fact that TQM has successfully gained benefits in foreign companies. Obviously, some of our manufacturing industries can't achieve Six Sigma control, which is also the direction of China enterprises. A famous foreign management expert once said a wonderful sentence: "Excellent companies meet the demand and great companies create the market." Private enterprises in China can't create a market yet, so let's follow the market and multinational enterprises, learn from foreign successful total management, take its essence, discard its dross, implement total quality management, and gradually improve the quality management level of private enterprises in China.