Hospitality - HADM 3800 (Exam #1) Name (Last, First): Free,...

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HADM 3800 (Exam #1) Name (Last, First): Free, Erica 1. Identify and explain Deming's 14 points and describe Deming's ideas of leadership and management. (pp. 34–41) 1. Create constancy of purpose. This means to create a clear purpose and core set of values that do not change over time. A business with constancy of purpose is more likely to innovate, invest in research and education, and continuously search improvement. 2. Adopt the new philosophy. Implementing the core set of values through the company’s mission statement and vision. 3. Cease dependence on inspection to achieve quality. Employees that feel trusted tend to do work more effectively than those who are constantly supervised and put through inspections. Therefore, employees should have incentives to do their work more efficiently. 4. End the practice of awarding business on the basis of price tag. Rewards should be given based on criteria other than cost and decision-making should be based on other criteria as well. 5. Improve constantly and forever the system of production and service. Products and services should always be checked. Constantly strive for products to be the best and always changing to improve. 6. Institute job training. Employees must be trained in order to do their job tasks correctly and efficiently. 7. Institute leadership. Managers should understand how to encourage employees to put pride in their work and make sure nothing stands in the way of that. 8. Drive out fear. There should be no fear between managers and employees. They should have positive relationships and interactions with one another. 9. Break down barriers between departments. Other departments should not put the blame on other departments when problems arise between the two. Instead they should work together on the issues. 10. Eliminate slogans. Often slogans are empty because goals are set but there is no description of how the goals will be carried out and accomplished. They negatively affect the moral of employees and therefore should be eliminated.
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11. Eliminate work standards (quotas) Focus should be centered on the customer and not on predetermined goals such as quotas and standards. 12. Remove barriers that rob employees of pride of workmanship. Deming believes that employees are evaluated on things they have no control over. It is not the employees’ job to overcome these barriers it is the managers job to implement systems and training to remove the barriers and allow the employees to have pride in their work. 13. Institute a vigorous program of education and self-improvement. The organization needs employees that will have a long-term commitment to the company so they can constantly improve. 14.
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Hospitality - HADM 3800 (Exam #1) Name (Last, First): Free,...

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