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Chapter09 - CHAPTER 9 MANAGEMENT OF QUALITY Teaching Notes...

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CHAPTER 9 MANAGEMENT OF QUALITY Teaching Notes This chapter is devoted to quality management. It presents a definition of quality, discusses the importance of quality and the determinations of quality, highlights the views of leading experts on modern quality management, and describes the total quality management approach. A later chapter is devoted to quality control procedures and quality improvement. Total Quality Management (TQM) is a popular approach that: 1. Promotes understanding and fulfilling the needs of customers. 2. Defines quality in terms of customer requirements. 3. Views quality improvement as a never ending quest to improve the process. 4. Uses statistical reasoning with data to solve problems and to improve the process. 5. Emphasizes the role of leadership systems in improving quality. 6. Utilizes appropriate education and training to everyone in the organization in a continuous fashion. 7. Views quality not only as a technical operational issue but also views it from a strategic orientation that leads to enhanced long term planning. 8. Encourages empowerment of the employees in the work place in order to improve job design, job performance and continuous improvement in all aspects of the organization. TQM is an approach that views quality improvement as a never-ending quest to improve the conversion process so that the level of customer satisfaction continually rises. Since the Japanese have been so successful in continuously improving the quality of their products and services, Kaizen, or continuous improvement, has become an extremely popular and widely accepted managerial approach to improve quality on a daily basis. The old adage, “if it ain’t broke, don’t fix it,” has a rather hollow ring to it these days. A more appropriate transformation today would be “just because it ain’t broke doesn’t mean it can’t be improved.” The material in this chapter is divided into the following major topics 1. Overview of TQM 2. Problem Solving 3. Continuous Process Improvement a. Process Mapping b. Process Analysis c. Process Redesign 4. Seven Quality Tools a. Check Sheets b. Flowcharts Instructor’s Manual, Chapter 9 241
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c. Scatter Diagrams d. Histograms e. Pareto Charts f. Control Charts g. Cause and Effect Diagrams 5. Strategic Issues in implementing TQM 6. Plan-Do-Study-Act Cycle 7. Methods for Generating Ideas a. Run Charts b. Brainstorming c. Quality Circles d. Interviewing e. Benchmarking Answers to Discussion and Review Questions 1. a. Convenience : the availability and accessibility of the service. Reliability : the ability to perform a service dependably, consistently, and accurately. Responsiveness : the willingness of service providers to help customers in unusual situations and to deal with problems.
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