Total Quality Management

The quality management of a company is a very important aspect in stabilising a business. The quality management system of a company primarily deals with the meeting the demands of the customers, maintaining the primary ethics of the corporation and the law of the land (Dale, 2015). The quality management system most importantly maintains the environmental standards according the national and international regulations. Total Quality Management is a symbol of the reputed business organisations around the world.  The successful corporations around the world maintain the quality control by various tools and ideas. Total Quality Management is actually a number of features, which defines a successful business which is equipped in managing the quality of each and every aspect in a corporation and ensures regular elevation in it (Sallis, 2014). The primary proposal of the report is to understand and plan the Total Quality Management of a leading corporation (Sallis, 2014). The Total Quality Management is a form of system which should be maintained by each and every member of the organisation to boost the production and the quality of the products they produce (Sallis, 2014). McDonalds is one such restaurant chain which has been doing business across various continents and has proved its success (Xu, 2014). McDonalds should plan and maintain its management in a proper way to elevate their reputation in the market (Xu, 2014). Tree Diagram is a systematic tool for outlining every detail required for the completion of a given goal. This tool is considered having a systematic structure that is similar to an organizational chart. This method does the encouraging of the team members for expanding their thought process when solutions are being created. The Tree Diagram tool will be keeping everyone connected with the general objectives as well as sub-goals regarding a task. It will be allowing every participant towards checking every rational connections as well as completeness at all the stages regarding the plan details. This tool can be used for developing the components regarding a new product, showing the associations regarding the process of production, creating new ideas regarding the solving of problems as well as outlining the stages for the implementation of a project. Facility management is a sector of a company which covers various disciplines to ensure smooth functions in the workplace (Roper & Payant, 2014). It covers the environmental aspects; aspects related to the people, technology and process (Roper & Payant, 2014).

Seven Basic Tools for Quality Control

The Seven Basic Tools regarding Quality is a term that is provided to a fixed set of graphical methods that are recognized to be most effective regarding the issues associated with troubleshooting in respect of quality. They are considered being basic since they are appropriate for individuals having limited formal training in statistics and because they are used for solving the huge majority of factors relating to quality.

Seven basic quality control tools

• Cause-and-effect diagram – This tool is used for the designing of products as well as preventing the defect in quality for identifying the potential factors that will cause a general impact. The purpose of this tool is breaking down the core causes that will have a potential contribution regarding a specific effect.
• Check Sheet – This is considered being a tool for collecting data in real time at the location where there will occur the generation of data. The captured data can be quantitative or qualitative. When there will occur quantitative information, the check sheet will be considered to be a tally sheet.
• Control Chart – These are also considered to be the process-behaviour charts that are a statistical process control tool for determining whether a manufacturing or business method is in a controlled state. These control charts are used in respect of time-series data though they might be utilized regarding data that is having rational comparability.
• Histogram – This is a tool for graphically representing the distribution of numerical data. It is an assessment regarding the probability distribution of a constant variable.
• Pareto chart – This is considered being a kind of chart that will be containing both bars as well as a line graph, in which the representation of individual values occur in descending order by bars, as well as the representation of the cumulative total occurs by the line. Regarding quality control, it is mostly representing the most general sources regarding defects, the highest occurring kind of defects or the most common reasons in respect of complaints from the customers.
• Scatter diagram – This is the kind of mathematical diagram that uses Cartesian coordinates for displaying the values in respect of usually two variables for a set of data. The displaying of data is done through the collection of points, each comprising of the values regarding a single variable that will determine the position on the horizontal axis and the value of another variable that will determine the position on the vertical axis.
• Stratification – This is a method to divide members of the population into homogenous subgroups prior to sampling. The strata need to be collectively extensive and there should not be the exclusion of any population component. The two stratified sampling strategies are considered to be proportionate allocation strategy and optimum allocation strategy.

The new seven quality control tools are allowing for more identification, planning as well as coordination to find a solution regarding a problem. These tools are considered to be affinity diagram, tree diagram, process decision program chart, matrix diagram, interrelationship digraphs, prioritization matrices and activity network diagram.

Seven new quality control tools

• Affinity Diagram – This is a tool that is used by a team in respect of problem solving. This tool assists in encouraging non-traditional relations between the factors. It is using a systematic process for gathering facts as well as ideas towards the formation of developed thought patterns. The affinity diagram method will be allowing a team towards the creative generation of a huge number of factors and then organizing as well as summarizing natural groupings within them for understanding the fundamental nature regarding a crisis. This tool can be extensively used regarding the stages of planning towards a problem for organizing the ideas as well as information.
• Tree Diagram – This is a systematic tool for outlining every detail required for the completion of a given goal. This tool is considered having a systematic structure that is similar to an organizational chart. This method does the encouraging of the team members for expanding their thought process when solutions are being created. The Tree Diagram tool will be keeping everyone connected with the general objectives as well as sub-goals regarding a task. It will be allowing every participant towards checking every rational connections as well as completeness at all the stages regarding the plan details. This tool can be used for developing the components regarding a new product, showing the associations regarding the process of production, creating new ideas regarding the solving of problems as well as outlining the stages for the implementation of a project.
• Process decision program chart – This tool is designed for assisting in the preparation of contingency plans. This tool searches for ways to do the describing of particular actions that is required to be considered for preventing the problems to occur in the first place, as well as mitigating the effect of the problems when they will be occurring. This tool is used to find the scope towards creating the contingencies as well as countering the problems that are available to the team.
• Matrix diagram – This tool will be showing the association amongst the goals as well as processes, outcomes as well as causes, tasks and individuals and so on. The goal is determining the strength of relationships amongst a grid of rows as well as columns.
• Interrelationship diagraphs – This tool is depicting the cause and effect relationship and assists in analyzing the natural relation amongst the various aspects of a complex circumstance.
• Prioritization matrices – There are three types of methods in relation to prioritization matrices such as the full analytical criteria method, the consensus criteria method as well as the combination I.D.  imatrix method. Regarding the full analytical criteria method, there occurs the involvement of smaller teams having 3-8 individuals, with a limited option of 5-10 choices. There are also comparatively limited criteria and there is the requirement of having a complete consensus. Regarding the consensus criteria method, it can be stated that it is used when there is the involvement of larger teams and there are many options. There is also a major number of criteria and for proceeding there is the need for having a quick consensus. In respect of the combination I.D. imatrix method, it can be stated that this method is depending upon the aspect of cause and effect. This method is utilized when the interrelationships within the options are high, and to find the option with the greatest influence is essential.
• Activity network diagram – The activity network diagram is directly analogous with the Critical Path Method (CPM) as well as the Program Evaluation and Review Technique (PERT). These two tools of project management are used for many years for determining the activities that need to get performed and when they should get performed and the order they should be following. This tool will be allowing a team for finding both the most effective path as well as practical schedule to complete a project through the graphical representation of total completion time, the essential task sequence as well as monitoring of the essential tasks.

McDonalds is one of the leading Corporations in the fast food franchise business around the world. McDonalds entered into Malaysia in the year 1980 and at present it owns more than one hundred and fifty food joints in the country (Xu, 2014). McDonalds is an American company opened in 1950’s. It owns more than nineteen thousand and nine hundred stores around the world and its present net worth is 24 billion US dollars. McDonalds maintains a strict policy of quality management according to the geographical location of the stores (New, 2015). The company has adopted different policies according to the socio-economic, cultural and inherent food habits of the customers according to the location of the stores. For example, in Malaysia McDonalds strictly initiates halal food as their primary principle of the quality management. As Malaysia is predominantly a Muslim country, it was important to take this decision from the point of view of McDonalds (New, 2015). McDonalds has been instrumental in developing a seller customer relationship by its appealing marketing strategy and enhancement of the customer seller relationship (New, 2015). McDonalds has successfully utilised proper methods of maintaining the the total quality management in Malaysian food joints of the company. However, it is important for McDonalds to maintain the management system in order to remain stable in the market (Silic et al., 2015).

Facility management is a sector of a company which covers various disciplines to ensure smooth functions in the workplace (Roper & Payant, 2014). It covers the environmental aspects; aspects related to the people, technology and process (Roper & Payant, 2014). The core aspects which the facility management deals with are emergency problems, human relations, communication with the customers and management of the projects, leadership strategies, quality (products, marketing and services), property management and lastly technology. The objective of the facility department of the company is diverse and significant for the company functions. The facility department of a company training deals with aspects like development of training, responding the changing environment in work. The facility department develops a master plan in order to control all the aspects of an enterprise. The facility department is a cost effective in its functions. It reduces the cost of the company as it ably functions to maintain the company. The renewal program is maintained by a budget cycle. The facility department of a company works on the budget cycle in order to limit the expenditure of the company. The facility department also monitors the environmental codes of a company (Atkin, & Brooks, 2014). The company factors like energy consumption and sanity violations are looked after by the facility department of a company (Atkin, & Brooks, 2014). The operations based on the space and working conditions also comes under this department. This department arranges the space of the workplace according to the budget of the company and the working abilities of the workers of the company. The facility department also initiates a training program in order to enhance the customer communication and the sales management. The primary work of the facility management deals with three tenets. They are primary operation to maintain the practices and the concepts, to plan and schedule the facilities the daily tasks in the company and to set the rules to set the skills, knowledge and abilities which are inherently required for the performance of the work.

Tree Diagrams

The facility department of McDonalds should be discussed as one of the successful facility department. In the present day McDonalds have more than 46 million customers around the world (Yunus et al., 2013). McDonalds have been very conscious about the quality of the food the company serves to its customers. Good management of McDonalds ensures the quality food in the customers. The facility department runs a lot of checking and testing before approving the food for the customers (Grimaldi, & Cano, 2016). The primary responsibility of managing is depended on balancing, checking and approving the quality of food which is to be offered to the customers. Customer satisfaction, customer empathy and customer retention is considered as the primary responsibility of the company.

McDonalds have various suppliers like Coca-Cola, mother parkers and sputo. The facility management also handles all these brands and incorporates it into the business strategy of the company (New, 2015). As the organization grows day by day, its costs become low and low and it gets more chances to make its work safe and risk free. The facility manager of McDonalds operates for operating machinery, training and development, technological activities and short term quality checks (Davey, Allotey & Reidpath, 2013). McDonalds has been doing a lot for safety and health (New, 2015). It buys meat of grade “A” from the trusted suppliers. It even buys other raw materials only from stable suppliers of the market, who have along working relationship with the company (Grimaldi, & Cano, 2016). This process offers particular forms of training to its employees to maintain health and safety in the food and service of the McDonalds. McDonalds have been using technology to overcome the problem of improper practices (Silic etal., 2015).

McDonalds have been fully responsible as a huge food giant for health and safety measures of the customers (Silic et al., 2015). It has been instrumental in keeping proper records of its customer complaints, suggestions and appreciations (Yunus et al., 2013). The facility department of McDonalds has ably conducted auditing for storing the rightful records (Silic etal., 2015). A facilities manager requires all forms of information to maintain the quality of food to ensure the safety of the customers of various age groups, cultures and religions. The facility manager should be knowledgeable about the statutory rules and regulations of the company and follow them properly (Silic et al., 2015). However, the statutory regulations are highly customized by the different cultures and governments. McDonalds ably records all information about the statutory measures to be taken in a company. As it is existent in different countries, it ably maintains the records about the law of the country.

Facility Management in McDonald’s

 However these facilities are not enough for the company and there is enough scope for improvement for the facility department of the McDonalds (Yunus et al., 2013). There is an inherent requirement of Total Quality Management system in McDonalds (Yunus et al., 2013). McDonalds have been instrumental in sustaining the business however total quality management will help McDonalds to do better in business.

The total quality management is more holistic as it covers each and every area and scope of a management system in the company (Dale, 2015). The company like McDonalds consists of various aspects like marketing, adjusting of the prices, the customer management, management of the rules and regulations, managing the environmental rules and regulation, measurement of the performances of the employees and process management of the company (Dale, 2015). The Total Quality management consists of tools which are capable of becoming instrumental in the process of covering each and every aspect of McDonalds. It is important for a huge company like McDonalds to initiate Total quality management as it is the most modern management tool to make the work of the facility department smooth.

Planning

The planning of implementing Total Quality Management system in McDonalds can be proved to be the most profound experiment in the history of the company.  The planning of the implementation of the Total Quality Management tool depends on a number of factors (Sallis, 2014). The primary elements of TQM are satisfaction of the customers, management commitment and involvement, development of the process management, measurement of the performance of the employees and the company as a whole and Human resource management and development (Sallis, 2014).

To initiate this experiment, the entire organizational structure should be divided into three parts; planning, people and process (Sallis, 2014). These three pillars of the company are dependent on culture, communication and commitment. The plan is to implement the strategy in Oakland model in order to achieve the best from the method of TQM(Sallis, 2014).

Approach

There are a few methods through which TQM can be implemented properly in McDonalds. They are: Top Down Approach, Bottom Up Approach, Packaged approach and Taylor made Approach (Oakland, 2014).

Top-Down Approach

This is the approach which emphasizes that Total Quality Management is the implementation requires someone of higher posts (Oakland, 2014). To start this approach it is important to be at the top of the organization such as the chief executive, managing director or the owner of the company (Sallis, 2014). It is possible for McDonalds to take this approach for the company. However, it requires an insight and thorough penetration of the company to take such steps.

Managing Quality Control and Safety Issues

Bottom-Up Approach

Bottom-Up approach utilizes Quality Control Curriculum as one of the responsible group of workforce. The implementation ensures the quality improvement process (Oakland, 2014). In countries like Japan QCC is used as the core approach of the Total Quality management process (Bon & Mustafa, 2013). This will be instrumental for McDonalds as it is known for controlling the quality of its products and services.  

Packaged Approach

Packaged Approach follows a specific philosophy of implementing a philosophy for the betterment of quality of management and all other aspects in a company (Oakland, 2014). The proponents of quality such as Juan, Feigenbaum, Ishwaka and Deming are reportedly implemented. These are the models which are approved by the institutions like MBNQA, SIRIM and EFQM (Oakland, 2014). This approach is also known as the standard approach of methodology. However,  it will be easier for McDonalds to use these tools to enhance the aspects of quality in the corporation.

The process of continual improvement activity will ensure the betterment of McDonalds.  The continuous improvement of leadership, planning, people and the process will ensure improvement activities in the company (Bon & Mustafa, 2013). The TQM also requires regular assessment in order to maintain the quality of the organization (Oakland, 2014). In a huge corporation like McDonalds it is important to maintain the quality by regular assessment. Hence continual improvement activity will ensure better results for McDonalds.

McDonalds is a humongous company. It is spread across continents and nations. Therefore it will be an elongated process to implement this strategy in all the franchises of all countries. It will be easier to implement slowly according to geographical areas (Gimenez-Espin, Jiménez-Jiménez & Martínez-Costa, 2013).

For such a huge company it will be difficult to assume what will be happening among the employees (Gimenez-Espin, Jiménez-Jiménez & Martínez-Costa, 2013). It is difficult to assess the effects of the transformation among the employees of McDonalds. A good attitude to change will be a challenge.

McDonalds needs to enough encouragement to do well in the business. If it will gain proper momentum, it will be able to achieve through Total Quality Management (Bon & Mustafa, 2013). However, without a good leadership it will be difficult for McDonalds to implement the strategy. McDonalds is a huge corporation and hence it will be difficult for the leadership to coordinate among them to implement a prim and proper plan for the entire enterprise (Bon & Mustafa, 2013). The implementation of Total Quality Management will face a lot of challenges.  

Conclusion

Conclusion 

There are three types of methods in relation to prioritization matrices such as the full analytical criteria method, the consensus criteria method as well as the combination I.D.  imatrix method. Regarding the full analytical criteria method, there occurs the involvement of smaller teams having 3-8 individuals, with a limited option of 5-10 choices. There are also comparatively limited criteria and there is the requirement of having a complete consensus. Regarding the consensus criteria method, it can be stated that it is used when there is the involvement of larger teams and there are many options. There is also a major number of criteria and for proceeding there is the need for having a quick consensus. In respect of the combination I.D. imatrix method, it can be stated that this method is depending upon the aspect of cause and effect. This method is utilized when the interrelationships within the options are high, and to find the option with the greatest influence is essential. McDonalds have various suppliers like Coca-Cola, mother parkers and sputo. The facility management also handles all these brands and incorporates it into the business strategy of the company. As the organization grows day by day, its costs become low and low and it gets more chances to make its work safe and risk free. The facility manager of McDonalds operates for operating machinery, training and development, technological activities and short term quality checks. McDonalds has been doing a lot for safety and health. It buys meat of grade “A” from the trusted suppliers. It even buys other raw materials only from stable suppliers of the market, who have along working relationship with the company. This process offers particular forms of training to its employees to maintain health and safety in the food and service of the McDonalds. McDonalds have been using technology to overcome the problem of improper practices.

References

Atkin, B., & Brooks, A. (2014). Total facility management. John Wiley & Sons.

Bon, A. T., & Mustafa, E. M. (2013). Impact of total quality management on innovation in service organizations: Literature review and new conceptual framework. Procedia Engineering, 53, 516-529.

Dale, B. (2015). Total quality management. John Wiley & Sons, Ltd.

Davey, T. M., Allotey, P., & Reidpath, D. D. (2013). Is obesity an ineluctable consequence of development? A case study of Malaysia. Public Health, 127(12), 1057-1062.

Gimenez-Espin, J. A., Jiménez-Jiménez, D., & Martínez-Costa, M. (2013). Organizational culture for total quality management. Total Quality Management & Business Excellence, 24(5-6), 678-692.

Grimaldi, P., & Cano, P. F. (2016). Size and profile of sports facility management organizations. Apunts. Educació Fisica i Esports, (126), 72-78.

New, S. (2015). McDonald’s and the challenges of a modern supply chain. Harvard Business Review.

Oakland, J. S. (2014). Total quality management and operational excellence: text with cases. Routledge.

Oakland, J. S. (2014). Total quality management and operational excellence: text with cases. Routledge.

Roper, K. O., & Payant, R. P. (2014). The facility management handbook. AMACOM Div American Mgmt Assn.

Sallis, E. (2014). Total quality management in education. Routledge.

Silic, C., Pollard, C., Kerr, D., Lai, W., Landrigan, T., & Meng, X. (2015). The Cost And Nutritional Value Of The Mcdonald’s Menu In Western Australian. Nutrition & Dietetics, 72, 64.

Xu, Y. (2014). Understanding CSR from the perspective of Chinese diners: the case of McDonald’s. International Journal of Contemporary Hospitality Management, 26(6), 1002-1020.

Yunus, N. K. Y., Zulkeflee, M., Razak, A., & Ilias, A. (2013). Expectation towards McDonald’s Malaysia: A Study on Service Quality.