...According to GE, (2010) there are three main elements of quality; customer, process, and the employee. GE has used these elements of quality to keep their business booming and maintain their competitive advantage. GE has a philosophy that says delighting their customers is a necessity because if they don’t delight their customers then someone else will. W. Edwards Deming is one of the most well known pioneers in Quality and is known for developing the Deming Cycle. The Deming Cycle consists of five parts; 1. Plan – Conduct consumer research and use the research in product planning. 2. Do – Produce the product 3. Check – Check the product to make sure it was produced the way it was planned 4. Act – Market the product 5. Analyze – Analyze how the product is received in the marketplace in terms of quality, cost, and any other criteria The Deming Cycle was developed to link the production of a product with consumer needs and focus the resources of all departments. This philosophy is both summarized and operationalized by Deming’s fourteen points. The fourteen points summarize Deming’s views on what a company must do to effect a positive transition from business as usual to world-class quality and they can be modified to fit specific applications. The elements of quality are useful in today’s business market because no longer are people just trying to compete locally. With the technology available today it is making it easier for companies to go global. When a company...
Words: 428 - Pages: 2
...Videos Toyota • Lift trucks, number 1 in lift truck sales since 2002 Ships • WWII, German U boats sunk more ships than could be produced • Henry J Kaiser, not a sailor, worked on Hoover and San Fran Bay bridge • Liberty Ships, 3 per day, fastest produced in 80 hours Deming History • W. Edwards Deming, statistician who worked for census bureau • Created JIT, Deming circle • Focused on quality control and that workers were important Alaskan Pipeline • Large influx of workers, 28000 at the peak • Wages were good and living quarters were nice • Only 10% women and there were some marriages • Main issue was permafrost so had to build above ground Container Ships • 90% of materials shipped in steel containers • 1/3 of imports brought through Long Beach California JIT – Just in Time, MRP used to combat risk MRP (inbound) – Materials Requirements Planning, Part of larger system QR – Quick Response ECR – Efficient Consumer Response VICS – Voluntary Inter-Industry Communication Standards Committee POS – point of sale DRP (outbound) – Distribution Requirements Planning SKUs – Stock-Keeping Units STB – Surface Transportation Board ICC – Interstate Commerce Commission EOQ – Economic Order Quantity, Works best with single facility, always round up EOQ = square root (2DP/CV) P = Ordering Cost per order D = Annual demand of product C = Annual inventory carrying cost (as a % of product value) V = value of inventory item Reorder Point = Lead Time * Daily...
Words: 329 - Pages: 2
...Quality Management QUALITY MANAGEMENT MID TERM EXAM Question You are a project management consultant assigned to a small manufacturing firm that has been experiencing a myriad of problems. After conducting interviews and fact-finding with key managers, you have observed the following: •Company revenues and profits have fallen dramatically over the previous 12 months, along with a drop in market share •Customer complaints have reached an all time high •Employee morale is at an all time low •The company has no formal quality program in place •No employee training program exists •High employee turnover continues unabated •Non-conformance costs are skyrocketing After analyzing your data, you are now prepared to present your findings to the company CEO. Discuss ten quality management improvement initiatives you would recommend, including quality tools to improve company poor performance. Note: To receive maximum credit, your response must be comprehensive. Company revenues and profits have fallen dramatically over the previous 12 months, along with a drop in market share Solution: First of all, it`s necessary to identify customers. Once it`s done, customer feedback needs to be gathered. Furthermore, customers` requirements must be collected, analyzed, and understood. The company must acknowledge their apparent customers such as the intermediate customers in upper management that make decisions on “X”`s future direction, the internal customers who are functional...
Words: 1537 - Pages: 7
...a) True b) False 2. Firms that focus on quality as their primary competitive priority usually implement either product design quality or process quality, but not both. a) True b) False 3. To remain competitive, companies must be innovative and bring out new products regularly. a) True b) False 4. The time between order placement and the receipt of goods is called lead time. a) True b) False 5. ISO certification has become a requirement for conducting business in many industries. a) True b) False 6. A process that is in control has no variation. a) True b) False 7. An example of an operation that does not add value is ____________________________. a) removing iron ore from the ground and shipping it to a steel mill b) filling the underground gasoline tanks at a service station c) making a wedding cake d) moving components to a warehouse for storage until the factory needs them e) moving luggage from a cab to the airport ticket counter 8. Which of the following is not primarily performed by the operation management function? a) job design and work measurement b) advertising strategy c) location analysis d) quality management e) facility layout 9. Increasing the level of responsibility of a job by adding planning and coordination tasks is...
Words: 1108 - Pages: 5
...CHAPTER 7 Principles of Planning CHAPTER SUMMARY Planning is the process of determining how the organization can get where it wants to go. The fundamental purpose of planning is to help the organization reach its objectives. Advantages of planning include: (1) an emphasis on the future, (2) coordination of decisions, and (3) a clear focus on the objectives. If done incorrectly or excessively, planning can be disadvantageous, but its benefits outweigh its disadvantages. The six steps of the planning process are: (1) stating objectives, (2) listing alternatives, (3) developing premises, (4) choosing alternatives, (5) developing plans to pursue the chosen objective, and (6) putting the plan into action. Implementation of the planning process is the key to success. One way of approaching this implementation is to view planning activities as organizational subsystems. Chief executives have the final responsibility for organizational planning. Many chief executives, especially of larger firms, seek planning assistance from organizational planners. These planners should be able to: (1) use their organizational experience, (2) see the organization as a whole, (3) detect and react to trends, and (4) get along with others. Organizational planners have three general duties to perform. These are: (1) overseeing the planning process, (2) evaluating developed plans, and (3) solving planning problems. The evaluation of planners would be based on both objective and subjective...
Words: 739 - Pages: 3
...Chad Holliday Quality Management Introduction MGT/449 June 19, 2012 Thomas McCarthy Quality Management Pioneers Companies have to implement processes and procedures to ensure a high service level and quality product. Companies also use an inspection process to find faults in products and continuing improvements. This is referred to as quality management. There are four key elements that make up quality management. The four processes of quality management are known as: quality planning, quality control, quality assurance and quality improvement. Each one of these processes has a factor in the quality management process. W. Edwards Deming is one of the founding fathers of what companies refer today as quality management. He is the most prominent and well known of the founding pioneers. Quality Management Quality management is made up of the four processes mentioned in the previous paragraph. The first part of the four is quality planning, this is the process a company uses to plan out the type of product that the corporation will produce and later put out onto the market for the consumer. The second part of the process is referred to and known as quality control. This is when a company reviews something to ensure validity and check for flaws in the product or process. For instance, in my company, the merchandisers who work in the field have to submit valid photos to get paid for the job that he or she does for our company. The company that employs these merchandisers...
Words: 753 - Pages: 4
...Service QualityLEARNING OBJECTIVESAfter completing this chapter, you should be able to: 1. Describe and illustrate the five dimensions of service quality. 2. Use the service quality gap model to diagnose quality problems for a service firm. 3. Describe how the SERVQUAL survey instrument is used to measure gaps in a service firm's quality. 4. Illustrate how Taguchi methods and poka-yoke methods are applied to quality design in services. 5. Construct a "house of quality" as part of a quality function deployment project. 6. Construct a statistical process control chart for service operation. 7. Use a fishbone chart in a cause-and-effect analysis. 8. Compare and contrast the quality program features espoused by Philip Crosby and W. Edward Deming. 9. Describe the features of an unconditional service guarantee and its managerial benefits.10. Discuss the concept of a service recovery.Service "with a smile" used to be enough to satisfy most customers. Today, however, some service firms differentiate themselves in the marketplace by offering a "service guarantee." Unlike a product warranty, which promises to repair or replace the faulty item, service guarantees typically offer the dis satisfied customer a refund, discount, or free service. Take, for example, the First Interstate Bank of California. After interviewing its customers, the bank management discovered that they were annoyed by a number of recurring problems, such as inaccurate statements and broken automatic teller machines...
Words: 14259 - Pages: 58
...Total Quality Pioneer According to Goetsch and Davis, “organizations survive and thrive in a globally competitive marketplace by providing superior value to customers” (2010, p. 6). They further elaborate that, managers must understand how quality fits into the customers perceptions of superior value to satisfy them. Goetsch and Davis further state that total quality was developed into a comprehensive concept that pulled together elements from the different approaches of some of the early pioneers of quality. To gain a better understanding of the concept of quality, this paper will give a general overview of its elements. In addition, the paper will describe how Edward Deming, as a quality pioneer, use of the total quality elements made him successful. The paper will conclude with an explanation of why the elements of quality remain useful and what the author foresees about the future of quality in today’s environment. Overview of Quality Quality is defined differently by different people. For example, before enrolling a child in high school, a parent may look at the Department of Education’s grade for the school, accessibility to the campus, cost of sending the child to the school, and class size. Even though the parent may not verbalize a definition of quality, the attributes she looks at are her preferences for choosing a school that represent quality in her eyes. As a consumer, the parent’s decision about the quality of the school is based on a perception of the measurable...
Words: 842 - Pages: 4
...Introduction Quality is a familiar word. However it has a variety of interpretations and uses, and there are many definitions. For example when searched on the internet it produces ISO 8402-1986 standards defining Quality asthe totality of features and characteristics of a product or service that bears its ability to satisfy stated or implied needs." BusinessDictionary.com (2013)Many people today claim they understand what is meant by quality and claim they know quality when they see it. In fact quality is a very difficult concept to grasp or understand and many experts have spent many years in defining quality and improving quality in their products and services and they believe there is always room for improvement. However the simplest way of explaining it is ‘meeting customer requirements’ Oakland J. S (1996). We have to therefore look at quality as something good and worth having. To examine quality and how it improves the organisation, we must explore the theorists and their findings. Quality Management was first introduced by the Father of Scientific Management Fredrick Taylor. Until the late 19th century there were little or no principles or theories for management. A manager was of superior importance who told the workers what they wanted done; the worker then went about his duty with little or no training, no motivation and little pay. Everything up until now was made in one unit form, usually from start to finish by the one person (craftsmen). ). From the late...
Words: 3003 - Pages: 13
...week two the team reviewed planning as a management function. We learned about the various factors that influence strategic, tactical, operational, and contingency planning. Finally, the team learned about the effects that legal issues, ethics, and corporate social responsibility have on management planning. As a team we learned about the basic steps involved in the planning function of management. Planning improves innovation, speed, quality, and costs. Those are qualities that make a business successful. We learned that the planning phases are not only used by large organizations but also that planning has become a widespread management function. In order for smaller organizations to be competitive if not aggressive, planning is needed. In week two, we learned about the six basic steps used in the planning process: situational analysis, alternative goals and plans, goal and plan evaluation, goal and plan selection, implementation, and monitor and control. As a team, we found that many of us worked in businesses that have succeeded due in part to the planning phase of business. As these businesses continue to be competitive, changes need to be done using a plan. We understand that planning is applicable to our personal lives as well. Planning daily tasks, events, and agendas are done by all of us and future planning may be done more thoroughly because we have more in depth knowledge of how the basic steps work. Strategic planning is the process of making long...
Words: 626 - Pages: 3
...1. Human Services Program Human services programs are used to assist the community in a positive way. The programs are designed to help people with different issues to be successful. The programs can range from drug/alcohol abuse to women and children services. They assist people and make them a better person than what they were before they entered the program. 2. Program Planning Program planning consists of furthering a person or group thoughts about how to achieve the common goal of helping the community. In the planning stage, people can think critically and gather information on how to successfully run the program. 3. Program Evaluation Program evaluation is achieved by measuring the goals and quality of the program. In order to have a successful program, each element of the program must be assessed to ensure each quality is met. 4. Needs and Problem Statement Needs and problem statement are used to determine what kind of service would be provided to the community. The needs and problem statement can help an organization continue to see who needs service in the community. 5. Theory In human service program a theory is used to explain why the needs of people should be met. The theory is derived from a goal that the human service program has. It can be used to justify the actions of why the program is in place and what is needed to make the program better. 6. Outputs Outputs consists of weighing the program daily functions. The program daily functions...
Words: 366 - Pages: 2
...CHAPTER 13 AGGREGATE PLANNING The planning Process [pic] Aggregate Planning • Combines appropriate resources into general terms • Part of a larger production planning system • Disaggregation breaks the plan down into greater detail • Disaggregation results in a master production schedule Aggregate planning Strategies 1. Use inventories to absorb changes in demand 2. Accommodate changes by varying workforce size 3. Use part-timers, overtime, or idle time to absorb changes 4. Use subcontractors and maintain a stable workforce 5. Change prices or other factors to influence demand Capacity Options • Changing inventory levels o Increase inventory in low demand periods to meet high demand in the future o Increases costs associated with storage, insurance, handling, obsolescence, and capital investment 15% to 40% o Shortages can mean lost sales due to long lead times and poor customer service • Varying workforce size by hiring or layoffs o Match production rate to demand o Training and separation costs for hiring and laying off workers o New workers may have lower productivity o Laying off workers may lower morale and productivity • Varying production rate through overtime or idle time o Allows constant workforce o May be difficult to meet large increases in demand o Overtime can be costly and may drive down productivity o Absorbing idle time may be difficult ...
Words: 742 - Pages: 3
...Article Quality of life of a person with Parkinson’s disease and the relationship between the time of evolution and the severity of the disease Fabiana Magalhães Navarro-Peternella1 Sonia Silva Marcon2 Parkinson’s disease can cause disability and decrease the quality of life in its sufferers. The aim of this study was to evaluate the quality of life of a group of people with Parkinson’s disease and whether a relationship exists between time of evolution and severity of the disease. Secondary analysis was carried out on transversal data collected from 40 individuals with Parkinson’s disease registered in the Parkinson’s Association of Maringá, in MaringáPR-Brazil. Measures: three instruments were applied: a socio-demographic questionnaire, the Hoenh and Yahr Scale and the Parkinson’s Disease Questionnaire (PDQ-39). According to PDQ-39, men referred to a lower quality of life, although, statistically, there was no significant difference between the two genders. Differences were only observed in the dimensions of “activities of daily living” and “social support”, in which men presented higher impairment, and “emotions” and “bodily discomfort”, where women showed higher impairment. Furthermore, severity of disease tended to lead to a perception of lower quality of life regarding the dimensions of “activities of daily living” and “cognition”, which is relevant to improve clinical guidance and intervention. Descriptors: Parkinson’s Disease; Chronic Disease; Quality of Life. ...
Words: 1824 - Pages: 8
...Total Quality Pioneer Paper Virginia Rackins MGT/449 Bill White October 3, 2011 Quality is something every customer wants in a product he or she is buying. As consumers, we value quality in everything we purchase and expect in life. Quality is something every human need to fulfill his or her wants and needs in life. In this paper, I will try to make the readers understand on how important quality is to our environment and will break down the different elements for quality. “Quality is a dynamic state associated with products, services, people, processes and environments that meet or exceeds expectations and helps produce superior value” (Goetsch and Davis, 2010). Quality simply means that a consumer needs are being met when a product has no defects or deficiencies in it and when the service, people, and the overall experience are handled with the best quality. What is considered as today’s standards may change as time passes. In order for a business to succeed in the business world the consumer has to continually get quality service provided by the employees and the management of the business. Total quality definition has two elements which include: what and the how of total quality. The how element of total quality has eleven components which include: strategically base, customer focus, making quality the #1 focus, scientific approach, hard work and dedication, teamwork, continual process improvement, education and training, freedom through control, unity...
Words: 770 - Pages: 4
...Q1: Planning In order to maintain or improve the operations of the company, Singapore Airlines should do more works on their planning. Firstly, based on the mission of Singapore Airlines which is to provide air transportation services of the highest quality and maximize returns for the benefit of its shareholders and employees, managers should make more strategies to improve on the sides of the quality of the air transportation services and the returns for the benefit of its shareholders and employees. (Singapore Airlines, Online) On the side of the services, we should create more lines in different countries. Nowadays, more and more countries and cities people will go to for many reasons such as business, tourism, study and so on. So, the airlines should not only focus on the big countries and famous cities. Singapore Airlines should create more lines to some small countries or cities which are developing fast. Besides the lines, Singapore Airlines should provide more services to the customers to attract more passengers. For example, there should be stored some toys for children in the aircraft. When there are child passengers, stewardesses can give them toys, which can prevent children from crying or being naughty and also can make them happy and keep quiet. Others passengers will enjoy the good environment inside the aircrafts and the parents of the children will also satisfy with the services. Secondly, Singapore Airlines should do more planning on the management of change...
Words: 422 - Pages: 2
