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ABSTRACT
This project was an attempt to identify the roles and responsibilities of Quality Managers in
Australia. It has been presumed that they are a homogeneous group with identical goals,
objectives and methods. This study investigated if this was the case and challenges the
assumptions of this perception. Such an exercise had not been attempted in this country nor
overseas. Using a questionnaire, the research aim was to investigate whether their
perceptions and experience vary and if it is possible to create a profile of the typical Quality
Manager.
The research study assessed the education, career progression, job content and reward
perceptions of Quality Managers in 1,000 Australian organisations which are registered with
the Quality Assurance Services. This was a similar approach as in the study by D'Netto,
Sohal and Trevillyan (1996) regarding Production Managers and the results may also be used
to compare and contrast the experience of quality managers with those of
production/operations managers as identified in their report. The data has been collated and
analysed and a managerial role responsibilities framework has been suggested which may
represent the complex activities of Quality Managers and which may be used as a valuable
database by Human Resources Managers in their strategic planning for continuous
improvement.
Such a study is conspicuous by its absence. It is an area that has been overlooked in the push
for a competitive advantage but a thorough understanding of the roles and responsibilities of
Quality Managers is crucial for successful implementation of quality management.
12% of companies were 'small' with employee numbers less than 20, 74% were
'medium' sized with employees numbering between 21 and 500, and 14% were 'large'
organisations with over 500 employees;
there was a wide spread of industry representation but they could be classified as 57%
'manufacturing' based and 43% being 'service' related.
From the additional data which was collated and analysed, it became evident that a
'typical' Quality Manager has a complex role with diverse responsibilities.
20-29
. 30-39 *
40-49
50-59
12%
29%
30%
24%
60-69 .
5%
Only 16% of respondents had not completed studies subsequent to secondary schooling, and
most (57%) had University exposure (Table 2).
Table 2 : Highest formal level of education of respondents
Level of
Year 10 ~ Year 11 Year 12
Education "
No. of
Responses
6%
3%
7%
TAPE
Undergraduate
Postgraduate
(University)
27%
30%
27%
If post secondary education was attempted, and subsequent courses completed, those taken
were as follows:
TAPE - 34% of responses completed Engineering, 29% Commerce/Management related
courses, 17% specified Fitter and Turner/Technician whereas only 9% cited Quality
Management;
Undergraduate - 40% completed a Science degree, 28% an Engineering degree, 18% a
Commerce degree and 13% completed an Arts degree;
Postgraduate - 38% of responses completed a Commerce/Management course, 17%
Science, 12% Engineering but only 10% a Quality Management course.
The respondents were asked about training and educational courses provided in the past four
years. The most common form of external providers for training and education was specified
as QAS at 24% (Table 3). The question was structured as open ended and the replies varied.
Hence where they cited 'Australian Organisation for Quality' and 'Specialist Quality
Courses', it is most likely they meant QAS or AQC. To be more clear as to the breakdown
the vague headings of these categories will have to be clarified. What is of interest,
nevertheless, is that 39% are offered by our traditional educational providers, that is TAPE
and University. AIM and NATA may also be itemised under Professional and Trade Bodies,
Table 3: External providers of training/education courses completed in the past 4 years
- '-'ik '- . ^'''^l -ii
University
Aust. Quality Council
19
13 NATA
%.:
11
11
3
AIM
3.5
External Auditors/Consultants
11
Other
QAS
24
Table 4 identifies internal providers coming from the Human Resource Department and
consultants (54%). Once again, the term 'consultants' need further elaboration in the context
of internal provider and could be a study in itself Occupational Health and Safety has a
relatively high response rate and this area of interest recurs throughout the survey.
Table 4: Internal providers of courses taken in the past 4 years:
%
Provider^- ,
%:
25
Systems/Computer Dept.
14
18
Other
Forty-eight per cent were members of a Professional Association and of those, 32% were
Engineering based whereas 24% were Quality oriented (ie. 34 respondents out of 290).
Table 5: Membership of Professional Associations
Associations
Associations
Engineering
32
Quality
24
Accounting
Science
11
AIM
11
Education
HRM
Other
16
Nearly half (46%) have been employed with the company for six years or less, where 83%) of
those have held the position of Quality Manager for five years or less (Tables 6 & 7). This
appears contrary to the perception that Quality Managers evolved with the organisation and
were appointed based on their seniority (Glassop 1995). Further investigations are ongoing
involving statistical analysis to identify relationships between the responses.
Table 6: Length of employment with current company
Years
lr6
No. of Responses
, 7-n..
29%
46%
6%
; 31-41
4%
4%
. 'I ['--i'-^-
No. of Responses
'' ';;:-''%'
}-&^/''M-'.'y:
83%
-':flf'}&d%>?^^(ti: ^W^m:im:-]-^''-\'^,
16%
1%
;:;
FmctipnalAreq
. 'bf:r.
;..p: .
Production/Operations
17
Purchasing
Finance
Costing
Management Services
Marketing
General Management
13
Sales
Design
Warehousing
Other
Personnel/HRM
CURRENT POSITION
Quality Managers are very busy people. Twenty-six per cent have no assistance (Table 9)
yet as Table 10 suggests they often have more responsibilities other than quality. Seventynine per cent are responsible for other functional areas with Human Resource orientated
functions being the majority (24%).
Table 9: Number of people directly responsible to the Quality Manager
No of Employees
^'b^p- :
No. of Responses
26%
-i-s,.':-
44%
2lM
Hl-60
}>60
4%
1%
1%
"^lenctiomlAreasi.,': ::r # ;
Fwi(^ianalxAreastH^ - j;:%^^-,.-
Accountant/Financial Controller
Customer Service
Sales/Marketing
CEO/Senior Management
16
IT/Systems/Technical/Production
20
Other
18
HRM/OH&S/Training/IR
24
With regard to the budget responsibilities, 54% have a separate budget for their department
but of this only 67% of the respondents had control over it. When respondents were asked to
compare their position with managers in other functional departments, they ranked their
income, benefits, social interaction, job security, status/recognition to be comparable with
other positions. They did suggest, however, that their work variety, work importance and
workload were far greater than other functional areas (Table 11).
;.;.''. A . ;
Income
8%
9%
25%
37%
11%
6%
4%
Benefits
6%
8%
15%
50%
9%
7%
5%
Social Interaction
4%
4%
14%
39%
18%
17%
4%
Job Security
4%
7%
12%
47%
16%
10%
4%
Status/Recognition
5%
11%
25%
30%
13%
13%
4%
Work Variety
1%
4%
6%
24%
22%
28%
15%
Work Importance
4%
3%
12%
37%
19%
19%
7%
Workload
4%
3%
12%
37%
19%
19%
7%
Simlar
,-y- . '
'
"
Greater
Although 87% stated they had a formal job description, when they were asked to specify
their role and responsibilities as Quality Managers, only 51% ranked Quality related
functions as being most important. Their responses and priorities were varied and the
explanation for this will be investigated in subsequent case studies.
: '''''"
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30
24
20
17
14
<i
<1
<i
<1
<1
<1
<1
<i
Customer Liaison
<1
Accounting
<1
Other
24
11
10
Most communication within the organisation is done via staff and supervisory meetings
(37%) although respondents identified the use of more than one method (Table 13).
Table 13: Communication methods used
; ; . : ' ' . '
;-'
.*'
'W^r.
Staff/supervisory meetings
'^M^iiic^'/y
'':>: .';
'/>;;;Mr.
37
Telephone/fax
Personal/direct contact
12.5
Noticeboard
Newsletter
13
Reports
Memo
13
Other
14
Only 40% of respondents run employee surveys whereas 64% are responsible for employees
training needs. How then would Quality Managers who do not conduct employee surveys
know what training needs are required? The diverse demands on their expertise is evident
when observing the types of training programs. Only 25%i were to do with quality
procedures. The balance appeared to be more Human Resource Management focused (Table
14), namely skills, employee development, safety and induction training.
Table 14: Training programs
-K '- -i '.r.,'->. Programsi:
',
# ^ # ^
23
Computer training
Employee development
Induction training
19
Safety
11
Technical
Quality procedures
25
Other
Only 33% of respondents were responsible for customer surveys, including suppliers. This
appears to be inconsistent with the fundamental philosophy of Quality Management. Where
there are customer surveys, 31% were conducted within 6 months and 52% were between 7
and 12 months.
The quality tools utilised appears to be predominantly control charts, brainstorming or
Parento analysis (Table 15). Once again, this was an open ended question and respondents
were invited to indicate what method/s they used. It is apparent that these respondents were
not fully conversant or proficient in the quality tools available.
fQuMy^OQl'^'
Control charts
i:%
15
Brainstorming
'^QiMii^ool^'?'y:'l':.
'--}'
'J. ;:;%
Statistical analysis
20
Run charts
Parento analysis
10
System audits
Multinoting
<1
Matrix
Fishbone diagram
Flow charts
Testing
External consultant
Benchmarking
Team dynamics
<1
Other
3.5
(25%).
.-. -:^
y}
',%l
Aspect
',
; .,
. %:
Product/process
development
17
Providing support/advice
Staff input/development
Profitability/completing projects
Improving quality/efficiency
25
Variety in work
People interaction/feedback
14
Other
13
Documentation and procedural writing was least satisfying (39%) but respondents remarked
on the negative attitude of employees to quality and lack of senior management support as
areas which gave them the least satisfaction (Table 17).
Table 17: Aspects of work which give least satisfaction
Aspect
Aspect
%: .
15
Workload/lack of recognition
12
11
Office politics
16
Product/system defects
Documentation/bureaucracy
24
Other
11
'Personal'Futtire v
17
Move companies
No change
32
Other
Smaller/changing to internal
consultant
19
Unknown
'%
REFERENCES
Bounds, G., Yorks, L., Adams, M. and Ranney, G 1994 Total Quality Management. Toward
the Emerging Paradigm. Singapore: McGraw Hill.
Brelin, H., Davenport, K., Jennings, L. and Murphy, P. 1994 Focuses Quality. Managing for
Results. Florida: St Lucie Press.
Clark, F. 1992 "Quality: the new Holy Grail? Reflections of a management developer".
Journal of Managerial Psychology, Vol. 7,1. 6.
D'Netto, B., Sohal, A. and Trevillyan, J. 1996 Education, career progression, job content
and reward perceptions of production and operation managers in Australia A study of
Australian Organisations Monash University.
Glassop, L. 1995 The Road to Quality. Competitive Edge Management Series, AIM,
Australia: Prentice Hall.
Jeffrey, J. 1992 "Making Quality Managers: Redefining Management's Role", Quality. Vol.
31,Iss. 5, May.
Muhlemann, A., Qakland, J. and Lockyer, K. 1992 Production and Operations Management.
6th edition. Pitman, London.
Standards Australia, 1996 The JAS-ANZ Register of Accredited and Certified Organisations
May 1996. Melbourne : Standards Australia.
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