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Analysis and measurability of human and environmental factors in the total quality management approach

Objective



Though Total Quality Management (TQM) is one of the main relevant management concept in European enterprises until now there are no practicable and validated methods, instruments and tools to realise a European way for TQM. Advanced European enterprises employ Japanese and American consultants, procure training programs from overseas sources and depend on non European literature. The copy of TQM professionalism developed outside Europe as well as the technocratic system of the ISO 9000 do not suffice to meet the challenges of the world markets efficiently. The European industry shows clear deficits in the quality of products, processes and services in comparison with their Asian and North American opponents.

To promote a European quality culture and to reinforce European competiveness the European Foundation for Quality Management was set up in 1988. Since 1991, in correlation with the European Quality Award, a European Model for TQM was introduced, a framework for a holistic TQM approach.

Up to now there is a quite gap in European business practice on the field of the three human and social criteria. People Satisfaction, Customer Satisfaction and Impact on Society as given by the European model for TQM.

The main objective of the AnaFact project in the development of the missing computer-based European TQM professionalism providing the measurement, quantification and modelling of the three criteria People Satisfaction, Customer Satisfaction and Impact on Society. It will combine software and teachware. A People Satisfaction Analyser (PSA), a Customer Satisfaction Analyser (CSA) and a Social Interaction Analyser (SIA) will be developed as three prototypes to be integrated. The new TQM Desktop will interface also existing tools and will provide, as an open workspace, the easy integration of third party tools.

To guarantee a neutral evaluation of the status quo in TQM implementation, Best Practice values of key performance indicators, methods, characteristical values and metrics will be provided in a TQM tool knowledge base. Therefore different industrial key sectors and enterprise size groups will be considered. The progress in TQM implementation compared to previous assessments will be made visible. TQM teachware will be developed to create awareness for TQM (philosophy, methods, social mind, etc.) and to guarantee the efficient use of the TQM software to be developed.

An Internet server will be set up providing the TQM tool knowledge base with timely data. As a bottom-up approach, the AnaFact project will give effective feedback to leadership and management and will provide a homogeneous European consciousness in TQM, without neglecting the European manifoldness and cultural opulence.

The research work will be done in the following main stages:

- Elaboration of an assessment concept in People Satisfaction, Customer Satisfaction and Impact on Society in TQM for European enterprises and selection of the relevant hardware/software platform as base for the computer-based TQM methodology;
- Development of TQM methodology including assessment, tools and teachware;
- Development of first prototypes of People Satisfaction, Customer Satisfaction and Social Interaction Analysis tools and development of Multimedia based TQM teachware;
- Industrial testing and evaluation of tools/teachware (Field test) with industrial partners and selected members of the User Interest Group and improvement on base of Field Test Data (first cycle);
- Module integration and generic interfacing of 3rd party tools;
- Industrial testing and evaluation of tools/teachware (Field test) with industrial partners and selected members of the User Interest Group (number of industrial evaluators > first cycle) and improvement on base of Field Test Data (second cycle);
- Best Practice survey and improvement of tools/teachware and methodology on base of feedback of benchmarking partners (third cycle);
- Exploitation and dissemination of project results and setting up Internet server.

In this project ICL (Portugal) and MARES (Spain) represent the industrial requirements of different European nations, industrial sectors and enterprise size groups. They will cooperate closely with IBK (Germany), Q.P.R. (Finland) and E2S (Belgium) as software providers, with Info Werkstatt (Austria) as teachware providers and with the FhG-IAO (Germany), a research facility specialised on doing applied research work.

Call for proposal

Data not available

Coordinator

Icl Computadores Limitada
Address
Av. Duque D'avila 120
1050 Lisbon
Portugal

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Participants (6)

E2s - Expert Software Systems
Belgium
Address
Technologiepark 5
9052 Zwijnaarde

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FRAUNHOFER-GESELLSCHAFT ZUR FÖRDERUNG DER ANGEWANDTEN FORSCHUNG
Germany
Address
Leonrodstrasse 54
80636 München

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Ibk - System und Softwarehaus Gmbh
Germany
Address
Tegelbergstrasse 22
81545 Muenchen

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Info Werkstatt Multimediale Kommunikationssysteme Gmbh
Austria
Address
Innsbrucker Strasse 16
6130 Schwaz

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Mares
Spain
Address
Quimica, Pol. Ind. La Ferreria 14
08110 Montcada I Reixac

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Quality Production & Research Ltd
Finland
Address
Teknolgiantie 9
90570 Oulu

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