Project on TQM

North South University

School of Business

Topics
Each team is required to select a productive process
within or outside the university to study.

Examples include operation of the university cafeteria,

student registration process, check clearing process in a bank, customer service process in a telecommunication company, etc.

North South University

School of Business

Proposal Format
1. Title: You need to mention the title of your project. For
example, Applying the Seven Basic Tools of TQM in a Bank for Process Improvement.

2. Objectives: You are required to mention the objectives

of your study. For example, The objective is to solve the quality related problems in the check clearing processes in order to ensure maximum customer satisfaction.

North South University

School of Business

Proposal Format
3. Brief Company Profile: A brief description of the
organization on which you are going to apply TQM tools, philosophies, and techniques.

4. Methodology: A brief description of the tools and

techniques you are going to use for your project. Describe how you are going to use them for your study.

5. Significance of the proposed study: Describe how the

organization of concern as well as its customers will be benefitted through your study.

North South University

School of Business

Tasks to do
Determine the purposes of the selected process, the
process customers, their real needs, the outputs, the process resources, and inputs.

Students must distinguish between what these elements

currently are and what they should be.

By measurement and/or customer survey the students

determine the desired and actual quality levels of these (or additional) outputs, as well as the root causes for any discrepancies

North South University

School of Business

Tasks to do
The students then analyze the process, its steps, and
the responsibilities, decisions, and empowerment of its employees at each step.

This leads to a list of improvements and alternative

means for achieving them

After further analysis the students make specific

recommendations for improvementgiving the changes needed, persons impacted, actions required, their estimated costs as well as the results predicted.

North South University

School of Business

Tasks to do
Since implementation of process changes may be
formidable, the students must provide their plan for implementationlisting the precedence order of actions to be taken, determination of which changes will be the most difficult to achieve, how changes are currently introduced into the system, and who the change champions will or could be

The students must also propose a continuous quality

assessment and improvement system for their process. This is to teach students that the process must not undergo analysis and improvement only once, but must do so on an ongoing basis
North South University School of Business

Tasks to do
Finally, each student team must complete a team
introspectiona list of the activities completed by each student, and what they have learned from this TQM project

North South University

School of Business