Strategic Quality Management (sqm) Implementation Plan

Strategic Quality Management (SQM) Implementation Plan

Canon Business Process Services, Inc.

1. Company Overview

Canon Business Process Services is an international company with a presence in over 100 countries and employing over 10,000 people. The company provides solution-oriented products and services to customers in the various corporate structures including oil and gas companies, manufacturing, corporations, and multi unit distributers which are predominantly part of energy organizations. The products range from long terms service agreements, to factory repairs, new parts and onsite services which include conference management, mail services, and shipping and receiving. Equipment serviced by Canon Business Process Services includes imaging equipment, copiers, and powered industrial equipment.

1. Globalization

The energy business is not limited to the domestic market therefore Canon Business Process Services has to assess the strengths, needs and wants of customer internationally as well as domestically. Canon Business Process Services, Inc. has resources located both internationally and domestically to support a variety of needs. These resources are based in strategic locations to service the customers’ needs in a timely fashion. Engineering may be based out of Japan while corporate services are in New York, and even logistics are in Houston.

Canon Business Process Services provides new components for imaging and document retention, mail hub repairs and onsite services. For international customers it may not be practical to send their components to the US to be repaired so there needs to be a better option for them. There are mail hubs and corporate facilities in several countries outside the US to support the international community. For support customer’s onsite needs manpower and equipment are shipped worldwide with the resources being dispatched from several locations.

Canon Business Process Services, Inc. should have teams strategically placed in various countries to service specific regions. These teams will be better equipped to handle those areas, understanding the local culture, governmental regulations, and customer needs.

1. Consensus of Leadership Team to Implement SQM

In making the leadership team to implement the SQM, the code word will be “people”.  This conceptually refers to relational aspects of the employees in the company and the agreements binding them to the organization together with the suppliers of materials and components used in the production of goods and services. All employees are expected to work together towards achieving the aspired quality and productivity objectives of Canon Business Process Services, Inc. The overall aim of forming these leadership teams is to ensure that all products and services meet the desired customer satisfaction. The leaders will be selected based on their commitment, training and involvement in the work force if Canon Business Process Services, Inc. in its quality activities.

Necessary actions will be put in place to put in place leadership strategies that will create a corporate quality culture including a change in the organizational structure that will ensure the right things are done right from the very first time and all the time. Selection of the team will also follow innovative strategies that relate to a multi-functional employee plan, self-managed team plans, participative management plan, and quality monitoring circles. These are plans that will be used to encourage improvement of team skills and their knowledge, job performance, and their overall flexibility in solving problems related to quality.

1. Assessment of Culture Conducive to SQM and Changes Needed

The senior SQM managers shall be required to create clear and conspicuous quality values that will set precedence for the high expectations of the quality management plan. They are to build these values to fit in the way the operation of the organization. This will require that an assessment be made on their commitment and involvement in the organizational quality activities. Selected participants in the strategy will be taking part in the plan as role models to create strategies, systemic plans, and approaches needed to achieve the desired excellence in the quality plan.

The senior managers must ensure that their departments do not call for inspection, testing, checking, or analysis.  The desired culture encourages leaders placed in different levels of strategy management to maintain a close relationship among different divisions through communication of quality objectives vertically in the organization. The junior staff will be educated to prioritize quality, and spread the continuous improvement concept throughout the organization. The role of leadership in creating or communicating the desired quality values and establishing a quality culture in the organization will require an active and personal participation of the senior managers of the plan.

1. Assessment of Existing Improvement Initiatives - ISO standards ISO 9001

Continuous improvement shall form the core of the SQM. This will require proper designing and execution of the management in all the organizational systems and quality processes. The objective of ISO 9001: 2008 standards are to give quality management systems with real benefits to the organization especially to help in the effective management of the business. This includes putting in place methodologies of best business practice. Enhancement of value for the customer is achieved through availing of new and more improved products whose consistency and uniformity is by benchmarking, reduction of product variation and waste; reduction of the defects through six-sigma quality; improvement of product responsiveness or the overall performance of the cycle time; and improvement of the productivity and effectiveness of Canon Business Process Services, Inc. in how it uses all resources for continuous operational improvement. This will essentially mean promotion of Canon Business Process Services, Inc. to a “learning organization” status by taking deliberate initiatives and corrective actions spontaneously. The continuous improvement will be primary to the planning and implementation of efforts at quality improvement for the purpose of satisfying the quality criteria.

Continuous improvement for Canon Business Process Services, Inc. must go beyond minimum requirements stated in ISO 9001 if the organization will achieve the desired total quality. In the same way, through the customer focus, progressive leadership, and using a fact-based management approach, ISO 9001 will help in establishment and maintenance of documented quality management system that will ensure improved confidence among customers that the products or services sought are in conformity to the specified standard requirements.