o "Delivering Tomorrow's Performance Today"
o WHAT IS SIGMA ?
A term (Greek) used in statistics to represent
standard deviation from mean value, an indicator of the degree of
variation in a set of a process.
Sigma measures how far a given pro
o Process to help organization identify, select, organize, disseminate, transfer
o Structuring enables problem-solving, dynamic learning, strategic planning,
o Leverage value of intellectual capital throug
Building and Sustaining Total Quality Organizations
o Why Adopt TQ Philosophy?
Reaction to competitive threat to profitable survival
An opportunity to improve
o Selling the TQ Concept
Learn to think like top executives
Position quality as a way to ad
Performance Excellence and Organizational Change
o Organizational Change Realities
o Strategic vs. Process Change
Strategic change is broad in scope and stems from strategic objectives,
which are generally externally focused and relate to significant cu
Have a Customer Focus
o Understand the selling process and the importance of customer service.
o Personal Selling
o The Selling Function
The selling function includes
Assisting customers with purchases
o The salesperson is a trained individual who shou
o The ability to positively influence people and systems under ones authority to
have a meaningful impact and achieve important results
o Leadership in Demings 14 Points
Point 1. Create and publish to all employees a statement of the aims and
What is Quality?
o What does the word quality mean to you?
o Think about your past experiences staying at various hotels. Did you stay at a
quality hotel? What about the experience made it a quality experience for
o Think about a product you bought.
Operations Management Process Strategy
o Process Strategies
Involves determining how to produce a good or provide a service within
Meet or exceed customer requirements
Meet cost & managerial goals
Has long-run effects
Statistical Quality Control
o The Right Statistical Tools
o Basic Statistics
- A straightforward presentation of facts. A survey or summary of a
population in which all data are known.
- Drawing conclusions
Quality control (QC) includes the activities from the suppliers, through
production, and to the customers.
Incoming materials are examined to make sure they meet the appropriate
The quality of partially c
Using the Baldrige Criteria for Performance Excellence as a Framework for Teaching
o What Is the History of the Program?
The Malcolm Baldrige National Quality Improvement Act of 1987, Public
Created Award program to
Total Quality Management
o Why TQM?
Ford Motor Company had operating losses of $3.3 billion between
1980 and 1982.
Xerox market share dropped from 93% in 1971 to 40% in 1981.
Attention to quality was seen as a way to combat the competition.
TQM: A Bu