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Quality Culture in Organizations
REFERENCESTotal Quality Management by Besterfield et al
Quality Planning and Analysis by Juran and Gryna
The Management and Control of Quality by Evans and Lindsay
Elements of Quality Culture
LeadershipCustomer FocusHuman Resource ManagementFactual Approach to Decision
MakingProcess ManagementContinuous Improvement
1-Strategic Quality Planning
Quality Policies
Quality Goals
Goal Deployment
Plans to Meet Goals
Resource Allocation
Feedback/Monitoring
2-Customer Focus
Who is customer?Quality Dimensions
◦Performance◦Features◦Service◦Warranty◦Price◦Repute
Customer Feedback (Methods)Service Quality
3-HRM in Quality OrganizationsEmpowermentTeamworkRecruitmentTrainingCompensation & MotivationRecognition & RewardPerformance Appraisals
4-Supplier Relationship Management
Partnering
Long Term Commitment
Supplier Selection
Certification
Rating (Score Cards)
5-Factual Approach to Decision Making
Performance Measurement
Choice of Performance Measures
Quality Cost Analysis
◦Prevention
◦Appraisal
◦ Internal Failure
◦External Failure
6-Process Management
1. Obtain …2. Add …3. Move to …
Sub-Process 2
Tasks
Activities
Sub-Process 1
Major Processes
We all perform tasks at various levels and are therefore quite familiar with this concept.
Many people think of what they do as a set of activities that they do repeatedly. To create a more effective approach, their thoughts have to transform from activity thinking to process thinking.
7-Continuous Improvement
5 Ways to Improve1. Reduce resource input2. Reduce errors3. Meet or exceed expectations of
customers4. Make the process Safer5. Make the process more
satisfying for the people doing it
Continuous Improvement Contd
Types of ProblemsCompliance (Specified by standards),
Unstructured (Not specified by standards), Efficiency (from operations viewpoint), Process Design, Product Design
Improvement StrategiesRefineRepairRenovateReinvent
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