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Original Date: 02/01/1991
Revision Date: 01/18/2007
Information : Total Quality Management Index
The Total Quality Management (TQM) Index is a unique performance measurement tool created by Litton Guidance and Control Systems Division (GCSD) to provide a monthly indicator of its TQM effectiveness. The tool was implemented in August 1990 and is currently in use at Woodland Hills, CA, Salt Lake City, UT and Grant’s Pass, OR. Employees and managers have indicated that the TQM index is a creditable tool that reflects the month-to- month progress of TQM.
The index is based on a 0 to 10 scale, 10 indicating the highest score. The index is derived from the scores accumulated from a variety of evaluative criteria tailored by employees and management to fit their division. For example, at Woodland Hills criteria include sales, product costs, customer satisfaction, quality, and schedule. Data can be quantified or analytical. Most data is collected from quantified detailed data reports such as manufacturing defects per assembly, number of repairs, test hours, and operation overruns, while some are based on analytical data such as customer satisfaction surveys, and team self-audits. Employees collect the data, review it, and present it for charting.
Secondary benefits from using the TQM index include:
Enhanced employee involvement (EI)
Managers and teams track the same performance factors
Customer awareness and understanding
Improved customer satisfaction
Problem identification
Required management-team involvement
Tailored index criteria
For more information see the
Point of Contact for this survey.
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