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Total Quality Managment

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by: Brianna Notetaker

Total Quality Managment Mgt 455

Brianna Notetaker
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Week one Notes 1/19 and 1/21 and notes from the book for the first chapter. Quiz over this section is Upcoming Tuesday!
Total Quality Management
Class Notes




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This 5 page Class Notes was uploaded by Brianna Notetaker on Saturday January 23, 2016. The Class Notes belongs to Mgt 455 at Western Illinois University taught by Baril in Winter 2016. Since its upload, it has received 17 views. For similar materials see Total Quality Management in Business, management at Western Illinois University.

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Date Created: 01/23/16
Chapter 1: Introductions to Quality and Performance Excellence Quality among management is undefined: best answers describe quality in terms of;  Perfection  Consistency  Eliminating Waste  Speed of Delivery  Policy/Procedure Compliance  Good, usable productst  Doing it right the 1 time  Delighting/pleasing customers  Total Customer service and satisfaction  The best definition: The totality of features and characteristics of a product/service that bears on its ability to satisfy given needs Performance excellence→ Refers to an integrated approach to organizational performance management that results in delivery of ever-improving value to customers and stakeholders, contributing to organization sustainability; improvement of overall organizational effectiveness and capabilities; and organizational/personal learning H. James Harrington→ “The attitude of ‘it’s good enough’ is simply not good enough in today’s world” “Quality of Management” is as important as “Management of Quality” Future of Quality  Global Responsibility  Consumer Awareness  Globalization  Increasing rate of change  Future Workforce  Aging Population  21st Century Quality  Innovation Quality Dimensions  Performance  Features  Reliability  Conformance  Durability  Serviceability  Aesthetics  Perceived Quality Targets vs. Tolerances: Targets are specified (such as 2.45 cm) whereas tolerances are acceptable deviations (such as 2.4-2.5 cm) Important Service Dimensions  Time  Completeness  Accessibility  Responsiveness  Timeliness  Courtesy  Convenience Total Quality→ A people focused Management system that aims at continuous increases in customer satisfaction at continually lower real cost. Total quality is a total system approach (not a separate area/program) and an integral part of high-level strategy; it works horizonally across functions and departments, involves all employees (top to bottom), and extens backwards and forwards to include the supply chain and the consumer chain. Total Quality stresses learning and adaptation to continual change as keys to organizational success Principles→ The foundation of the philosophy behind Total Quality Practices→ Activities by which the principles are implemented Techniques→ Tools and approaches that help managers and employees make the practices effective Total Quality Philosophy→ Based on;  Customer focus→ Changed from management driven to determining demand and consumer needs  Teamwork→ Asked employee input and formed taskforces  Continuous Improvement→ Didn’t focus on inventing new, focused on daily tasks Quality Management Principles (ISO 9000)  Customer Focus→ Organizations need customers, therefore retention and gaining customers is big. This includes things such as exceeding expectations and understanding customer needs  Leadership→ Leaders take point and can act as someone to rally behind for a cause in the company because they provide direction and purpose  Involvement of people→ Get people excited and at all levels, they have more potential usage that way and higher job satisfaction  Process Approach→ achieve results  System Approach to Management→ View it as a system, not compartmentalized to make it run better and identify/understand needs and problems along with growth opportunities  Continual Improvement  Factual Approach to decision making  Mutually beneficial Supplier relationships Motivation Theories  Macgregor Theory X→ Workers dislike work and require close supervision and control  Total Quality Theory Y→ Workers are; self-motivated, seek responsibility, and exhibit a high degree of imagination and creativity at work Employee Engagement→ Employees are emotionally involved in their work and feel that they and their jobs are important/valuable and are willing to/often go beyond set job responsibilities-Frequently occurs with empowerment Teamwork  Vertical→ Everyone works together, heavy emphasis on training, empowerment, and internal entrepreneurship  Horizontal→ Cross-functional work teams  Interorganizational→ For organizational/community benefit: educational organizations, suppliers, customers etc. 3 classes of customer needs;  Dissatisfiers→ customer is dissatisfied without these features (heat in a car)  Satisfiers→ Stated needs (Has to be yellow)  Delighters/Exciters→ Unexpected cool features (Back up camera) Cycle Time→ The time it takes to accomplish 1 cycle of a process Business Agility→ used to encompass a high level of flexibility and short cycle time Learning Cycle Plannin g Revisio n of Executio Plans n of Plans Assessme nt of Communication is key  Top down can use basic things such as bulletin boards  Bottom up use reports Companies need to use proper metrics when analyzing data  Mechanistic Approach to Business→ Create money for owners  Organismic Approach to Business→ Systems goals displace performance goals; survival over profit  Cultural→ Members who choose to participate and organizations goal is to meet the needs of stakeholders Fitness for use→ what you’re looking for is met through this product/service Deming→ Statistics from Quality-Conformance to tolerances Quality in Manufacturing  Performance→ Operating characteristics  Feature→ Bells and whistles  Reliability→ Probability of specific longevity  Conformance→ Adherence to standards  Durability  Serviceability→ Ease of repair  Aesthetics→ feel, sound, taste, smell Quality in Services  Time→ Customer waiting time  Timeliness→ Will a service be performed?  Completeness→ Is the order all there?  Consistency→ Services delivered all the same?  Courtesy→ Happy smile in every aisle  Accessibility and Convenience→ Ease of Service to obtain Differences Between Services and Quality  Intangible output  Difficult to identify need  Services are more customizable  Services are produced and consumed simultaneously  Labor intensive and high volume services Happy Employees lead to Happy Customers Simplify process and improvements and speed comes Customer focused practices  Researching/understanding customer needs  Balanced approach  Communicating customer needs throughout an organization Empowerment vs. Engagement→ having authority to make decisions/strong emotional bond to company Loyalty vs. Attitude→ Loyalty is a behavior of repeat business


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