Total Quality in Organizations
Transcript of Total Quality in Organizations
8/3/2019 Total Quality in Organizations
http://slidepdf.com/reader/full/total-quality-in-organizations 1/16
Page 1Prof. Rushen Chahal
Prof. Rushen ChahalProf. Rushen Chahal
Total Quality in Organizations
1
8/3/2019 Total Quality in Organizations
http://slidepdf.com/reader/full/total-quality-in-organizations 2/16
Page 2Prof. Rushen Chahal
Growth of Modern
Quality Management
2
Manufacturingquality
Improved
product designs
Servicequality
Performance
excellence
8/3/2019 Total Quality in Organizations
http://slidepdf.com/reader/full/total-quality-in-organizations 3/16
Page 3Prof. Rushen Chahal
Systems Thinking
A system is the functions or activitieswithin an organization that worktogether for the aim of the organization.
Subsystems of an organization arelinked together as internal customersand suppliers.
A systems perspective acknowledgesthe importance of the interactions of subsystems, not the actions of themindividually.
3
8/3/2019 Total Quality in Organizations
http://slidepdf.com/reader/full/total-quality-in-organizations 4/16
Page 4Prof. Rushen Chahal
Manufacturing Systems (1 of 2)
Marketing and sales
Product design and engineering
Purchasing and receiving
Production planning and scheduling
Manufacturing and assembly Tool engineering
4
8/3/2019 Total Quality in Organizations
http://slidepdf.com/reader/full/total-quality-in-organizations 5/16
Page 5Prof. Rushen Chahal
Manufacturing Systems (2 of 2)
Industrial engineering and process
design Finished goods inspection and test
Packaging, shipping, and
warehousing Installation and service
5
8/3/2019 Total Quality in Organizations
http://slidepdf.com/reader/full/total-quality-in-organizations 6/16
Page 6Prof. Rushen Chahal
Quality in Business Support
Functions for Manufacturing
General management
Finance and accounting
Human resource management
Quality assurance
Legal services
6
8/3/2019 Total Quality in Organizations
http://slidepdf.com/reader/full/total-quality-in-organizations 7/16
Page 7Prof. Rushen Chahal
Quality in Services Service is defined as ³any primary or
complementary activity that does not
directly produce a physical product ±that is, the non-goods part of the
transaction between buyer (customer)
and seller (provider).´
7
8/3/2019 Total Quality in Organizations
http://slidepdf.com/reader/full/total-quality-in-organizations 8/16
Page 8Prof. Rushen Chahal
Critical Differences between
Service and Manufacturing (1 of 2)
Customer needs and performance
standards are more difficult to identify
and measure
Services requires a higher degree of
customization
Output is intangible
8
8/3/2019 Total Quality in Organizations
http://slidepdf.com/reader/full/total-quality-in-organizations 9/16
Page 9Prof. Rushen Chahal
Critical Differences between Service
and Manufacturing (2 of 2)
Services are produced and consumed
simultaneously
Customers are often involved in actual
process
Services are more labor-intensive than
manufacturing
Services handle large numbers of
transactions
9
8/3/2019 Total Quality in Organizations
http://slidepdf.com/reader/full/total-quality-in-organizations 10/16
Page 10Prof. Rushen Chahal
Components of Service
System Quality
Employees
Information technology
10
8/3/2019 Total Quality in Organizations
http://slidepdf.com/reader/full/total-quality-in-organizations 11/16
Page 11Prof. Rushen Chahal
The Ritz-Carlton Hotel Co.
11
8/3/2019 Total Quality in Organizations
http://slidepdf.com/reader/full/total-quality-in-organizations 12/16
Page 12Prof. Rushen Chahal
Quality in Health Care
Joint Commission on Accreditation of
Healthcare Organizations (JCAHO)
National Committee for Quality Assurance(NCQA)
Institute for Healthcare Improvement (IHI)
1999 expansion of the Baldrige Award tononprofit health care organizations
12
8/3/2019 Total Quality in Organizations
http://slidepdf.com/reader/full/total-quality-in-organizations 13/16
Page 13Prof. Rushen Chahal
Quality Issues in Health Care
Avoidable errors
Underutilization of services
Overuse of services
Variation in services
13
8/3/2019 Total Quality in Organizations
http://slidepdf.com/reader/full/total-quality-in-organizations 14/16
Page 14Prof. Rushen Chahal
Quality in Education
Koalaty Kid program
1999 expansion of the Baldrige
Award to nonprofit educationorganizations
Success stories
±Mt. Edgecumbe High School ±Brazosport ISD
±Hunderton Central Regional HS
±Pinellas County Schools14
8/3/2019 Total Quality in Organizations
http://slidepdf.com/reader/full/total-quality-in-organizations 15/16
Page 15Prof. Rushen Chahal
Higher Education
as a Production System
15
Design and
RedesignConsumer
research
Suppliers:families, high
schools, colleges,
business
Customers:business, families,
society, students
Inputs:
studentsfaculty
Processes
Teaching, counseling,
scientific research
Outputs:
able studentsnew knowledge