TQM BBA 8 WK 2 - Total Quality in Organizations Instructor:...

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Instructor: Muhammad Naveed TQM-BBA-BAHRIA Total Quality in Organizations
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2 Three Levels of Quality An organization that is committed to total quality must apply it at three levels: 1. Organizational level: quality concern centre on meeting external customer requirements. An organization must seek customer input on a regular basis. Following question helps to define quality at the organizational level. Which product and services meet your expectations? Which do not? What products or services do you need that you are not receiving? Are you receiving products or services that you do not need?
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Three Levels of Quality (cont.) 1. Process level linking external and internal customer requirements. At process level, organizational units are classified as functions or departments, such as marketing, design, product development, operation. At this level managers must ask questions such as: What product or service is most important to the customer? What processes produce those products and services? What are key inputs to the process? Who are my internal customers and what are their needs?
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Three Levels of Quality (cont.) 1. Performer/job level ( meeting internal customer requirements) Standard for output must be based on quality and customer service requirements that originate at the organizational and process levels. These standard include requirements for such things as accuracy, completeness, innovation, timelines, and cost. For each job level, one must ask: What is required by the customer, both internal and external? How can the requirements be measured? What is the specific standard for each measure? Viewing an organization from this perspective clarifies the roles and responsibilities of all employees in pursuing quality. Getting everyone involved is the foundation of TQM.
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Think! In the daily attempt to bring about change in the individual parts of the organizational universe, managers, employees, professors, and students can find that personal quality is the key to unlock the door to a wider understanding of what the concept really is all about. Unless quality is internalized at the personal level, it will never become rooted in the culture of an organization. Thus, quality must begin at a personal level (that means you !).
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Quality in Manufacturing Traditional quality assurance system in manufacturing primarily focus on: Technical issues Equipment reliability Inspection Defect measurement Process control
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Quality in Services Primarily engaged in providing wide variety of services for: Individuals Businesses and government Hotel and lodging places Repair and amusement Health, legal and professional services
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Contrast With Manufacturing
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TQM BBA 8 WK 2 - Total Quality in Organizations Instructor:...

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