...Total Quality Management: A Continuous Improvement Process Introduction In order to comprehend the need for improvement in the construction industry and to better manage our projects and construction companies, we need to look for a method to do so. Construction managers need to improve their performance. Construction costs are becoming far too high. Construction project management is more difficult than it should be. When turnaround at the end of a project becomes a gut-wrenching experience with unnecessary disputes (which must be settled) that arise due to insufficient quality or indifference to quality, settlement by negotiation, arbitration, or even litigation imposes a serious drain on the financial resources of a company and limits profit potential. To be competitive in today’s market, it is essential for construction companies to provide more consistent quality and value to their owners/customers. Now is the time to place behind us the old adversarial approach to managing construction work. It is time to develop better and more direct relationships with our owners/customers, to initiate more teamwork at the jobsite, and to produce better quality work. Such goals demand that a continuous improvement (CI) process be established within the company in order to provide quality management. Ancient Greeks referred to the concept of continuous improvement as well as the Chinese. Recently CI has been referred to as Total Quality Management (TQM). Whichever name is preferred, the...
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...LESSON #8: TRAINING THE PERFORMANCE MANAGEMENT AND APPRAISAL SYSTEM; EMPLOYEE DEVELOPMENT; PAY AND PERFORMANCE APPRAISAL AND EMERGING TRENDS Week Ending: February 27th OVERVIEW: This combined lesson finishes the section on performance management. It starts with Chapter 11’s discussion of various aspects of system implementation – to include: implementation teams, pilot testing communication, monitoring and evaluation and appeals procedures. This discussion is really a continuation and conclusion of the top management support discussion that ended Lesson #7. The remainder of the lesson is a “catch-all” – covering several important performance management and appraisal aspects that are more performance management than appraisal related. We continue with Chapter 12 on creating a system for initial and sustaining performance management and appraisal system training. We then address the almost universal relationship between pay and performance appraisals (Chapter 14). The performance appraisal portion of the course ends with Chapter 16’s review of several important “Emerging Trends” in performance management and appraisal – specifically: teams and performance appraisal; total quality management (TQM) and performance appraisal; and computer-based software programs for automating performance appraisals. OBJECTIVES: After studying this lesson, the student should: 1. Be able to implement a new or replacement performance management and appraisal system in terms of: ...
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...What quality means to me in the profession I pursue? “Quality is Great achievement, usually born of great sacrifice, and is never the result of selfishness”. - Napoleon Hill. Quality to me means something that will last for a long time and if I am reasonably satisfied for the worth of money spent on the product then I am happy. It is the reliability, usefulness, longevity, and effectiveness of the element delivered. If a tool is going to fall apart, be cumbersome or awkward, give wrong measurements or just give more trouble than it’s worth then the quality is bad. It displays the competency of the person making the tool and their own expertise in terms of how well they design the tool. Is it that in maintaining quality what matters is establishing the base that enables you to make big gains? You are quiet right if that’s what you feel. To every organization maintaining a healthy environment is maintaining quality .Quality is also the power to measure and control costs. The profession I pursue is to be a Tax Consultant and then become an Entrepreneur, providing employment to people. In my opinion, quality in a profession is one that lives up to all the claims from the maker; it does everything it is supposed to do every time in the suggested lifetime. A tax consultant files returns of clients anually,advices on tax savings and ensures that legality is maintained in co operative housing societies .This job profile can be handled by any person who has the relevant qualification in...
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...1. What is the purpose of risk management? 1. According to Kavaler and Spiegler (2003), in general, risk management has a purpose is to improve safety, prevent accidents, guarantee compliance with the law, and keep away from legal exposure, that may lead to loss or lawsuit. Risk management purpose should address issues that could jeopardize performance of key purposes. We also use risk management in response to risk identification and reporting, risk analysis, risk reduction, risk monitoring, and communication. 2. According to Kavaler and Spiegel (2003), risk management performs investigations of injuries and tries to find ways to predict and prevent future medical injuries. Investigations have displayed the following results in predicting which doctors are most likely to malpractice lawsuits: Doctors who provide opportunity patients are more at jeopardy than the one which include knowledge of their patients individually. The greater number of suits filed are against doctors are men. Surgeons maintains larger jeopardy of a lawsuit than additional specialists. After the beginning request been file, the doctor is at greater jeopardy of increased cases. it possible to predict medical injuries? 3. According to Kavaler and Spiegel (2003), each outline in the guidebook point out how evaluation and planning for part of the organization of the risk management program includes activities, process measures, outcome measures, and action plans. Process measures assess whether these activities...
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...Ishikawa Dr. Kaoru Ishikawa, a native of Japan, is known as one of the most popular figures in the world as pertains to quality management. Ishikawa's practices of Total Quality Management have influenced many of those in the business world, even to his day. Ishikawa has helped thousands of companies, which include big names, such as IBM, Ford Motor Company, Bridgestone, just to name a few in accessing high quality products at much lower costs. He has written award-winning books, in particularly, his book, "What is Total Quality Control?," are among one of his most popular. In addition, he has won various awards for his writings/works on quality control which include the Deming Prize and the Grant award. Ishikawa was born in Tokyo, Japan, in 1915 and he graduated from the Univesity of Tokyo in 1939, majoring in engineering with an emphasis in applied chemistry. He also went on to teach at the University of Tokyo, where he advanced in earning his doctorate degree in engineering. Ishikawa is mostly known as being the creator of something known as the "Quality Circle Movement" in Japan. He is also known for his "Ishikawa diagram," which is currently and also known as "fishbone diagram" or "cause and effect diagram." These diagrams play a significant role in Quality Circles as they are used as tool in problem-solving. Additionally, as the leader of "Total Quality Control" movement, he focused techniques on statistical qualit control through the use of Pareto/Control charts. ...
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...quality by reducing variability and it is driven by the leadership of the top management. o Deming’s 14 points for management for quality improvement program. • Juran’s Approach o Quality is “fitness for use” and therefore it is judge by the customer. o Quality should be viewed from both internal and external perspectives. o Product conformance to requirements results in customer satisfaction. o Juran advocate ten steps to quality improvement. • Crosby Approach o Quality is free. o Quality means conformance to requirement. o Zero Defect is the only performance standard. o Crosby proposed 14 steps for the quality improvement process. • Feigenbaum’s Approach o Product/service quality is dynamic in nature because customers’ expectations are subject to change. o Total quality management covers the full scope of the product and service life cycle. • Gorocock’s Approach o Quality of a product is the degree of conformance of all the relevant features and characteristics of the product to all of the aspect of a customer’s need (value-led). o Zero defects and no longer period for reflection or review at the end of the program. • Taguchi’s Approach o “Loss imparted to the society from the time a product is shipped”. Economic value of being on target and reducing variation. • Ishikawa’s Approach o Quality control extends beyond the product and encompasses after-sale service, quality of management, quality of individuals and the company itself. Deming Juran Basic orientation...
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...1A. TQM Total quality management (TQM) is an improvement program which provides tools and techniques for continuous improvement based on facts and analysis; and if properly implemented, it avoids counterproductive organizational infighting. The most popular approach to continuous improvement is known as total quality management (TQM). There are two major characteristics of total quality management (TQM) a focus on serving customers and systemic problem solving teams made up of front line workers. Benefits Total Quality Management: * Strengthened competitive position * Adaptability to changing or emerging market conditions and to environmental and other government regulations * Higher productivity * Enhanced market image * Elimination of defects and waste * Reduced costs and better cost management * Higher profitability * Improved customer focus and satisfaction * Increased customer loyalty and retention * Increased job security * Improved employee morale * Enhanced shareholder and stakeholder value * Improved and innovative processes Advantages of Total Quality Management: * Improves reputation- faults and problems are spotted and sorted quicker * Higher employee morale– workers motivated by extra responsibility, team work and involvement in decisions of TQM * Lower costs – Decrease waste as fewer defective products and no need for separate * Quality Control inspectors (Quay,2012) Lean Manufacturing ...
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...Slide 2 (Andales) What are his contribution to Quality Management? Armand V. Feigenbaum is the originator of the total quality movement. **He defined quality based on customer’s actual experience with the product or service. His landmark text, Total Quality Control, has significantly influenced industrial practices. He predicted that quality would become a significant customer-satisfaction issue, even to the point of surpassing price in importance in the decision-making process. **As he predicted, consumers have come to expect quality as an essential dimension of the product or service they are purchasing. (Dominguez) His definition of quality is broad-reaching. ** it stresses that quality is a customer determination; that is , only a customer can decide if and how well a product or service meets his or her needs, requirements, and expectations. “…a customer determinations which is based on the customer’s actual experience with the product or service, measured against his or her requirements—stated or unstated, conscious or merely sensed, technically operational or entirely subjective—always representing a moving target in a competitive market. “ Slide 3 to 4 (Amor) Feigenbaum’s 19 steps 1. 2. Total quality control is defined as a system of improvement. 3. Big Q quality is more important than a little q. 4. Control is a management tool with four steps. 5. Quality control requires integration of uncoordinated activities...
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...Katz Carpeting 4/1/2014 Jing Meng Operation Management Case Questions Red more details Question 1 Answer: 1. The specials and the standards need to separate for the following reasons: a. They are not the exactly same process. The process for special carpets adds more steps than the standards carpets. So it is not convenient to use the same line. b. The setup time is too long. It costs as much as hours to changeover from the standard products to the special products. It costs money and requires storage space, and some of it will probably go to waste. c. The hurry order. There is third order called hurry order. When it happens, the process need to stop for rush special due, and the standard and special products will be delay to get to customers. If there are two lines, the special order’s influence will be down. The standard products and the special products can run in one line. 2. The JIT philosophy is that getting the right quantity of goods at the right place at the right time. It’s based on the simplicity and emphasis on quality. But in the Katz Carpeting company, the inventories of the carpets were high. They produced a lot what they already had , yet not enough of what was needed. They can’t get the right quantity of goods. 3. The following is the steps to implement the JIT system. First, they should make quality improvements. Their quality was...
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...VALUES IN AN ADVANCED PERSPECTIVE OF TOTAL QUALITY MANAGEMENT Author: Salvatore Moccia Universidad de Valencia Abstract Purpose: The purpose of this paper is to analyze the relation between personal values and the principles of Total Quality Management and thus to propose a tentative framework of relationships. Design/methodology/approach: The paper is conceptual. It reviews some lists of values present in literature, and summarizes them in a more comprehensive list. Then it follows the definitions of these values according to some philosophical models, and the analysis of their implications in the business life in general. Thus, tries to explain the relation between them and the principles of TQM, passing through the two mediating variables passion and trust. Findings: A model of quality management based on personal values is proposed. Research limitations: The lack of empirical data that can validate the model, and the lack of specific hypothesis of investigation. Practical Implications (if possible): Considering the emphasis placed on personal values, the model can have some practical implications in the field of recruitment, promotion, and leadership. Originality/value: The model fills the gap between personal values and the principles of Total Quality Management, being the first attempt to present a comprehensive model of interactions. A novel framework that can provide a basis for further research into the profound nature of quality management has been proposed. Furthermore...
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...factor affecting the commitment level . QUALITY:- 1. Quality means fit ness for use. 2. Quality means productivity, competitive cost, and timely delivery, total customer satisfaction. 3. Quality means conformance to specification and standard. 4. Conformance to requirements. 5. Quality is what the customer says 6. Quality means getting every one to do what they have agreed to do and to do it right the first time and every time. TOTAL QUALITY :- It means all the people of the organization are committed to product quality by doing right things right, first time, every time by employing organization resource to provide value to customer. TOTAL QUALITY MANAGEMENT: - It is the process designed to focus external/internal customer expectation preventing problems building ,commitment to quality in the workforce and promoting to open decision making. TOTAL: Every one associated with the company is involved in continuous improvement, in all functional area, at all level. QUALITY: Customer express and implied requirement is met fully. MANAGEMENT: Executive are fully committed Decision in a planned way. To maintain existing lever of quality. To improve existing lever of quality. Effective utilization of resource. PRINCIPLES OF TQM:- 1.Delight the customer 2. Management by fact 3. People based management...
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...Operations Extended Response How does an understanding of the influences on operations contribute to business success? The success of every business depends on adapting itself to the environment within which it functions. A thorough understanding of the operational influences on a business is critical to ensuring the business is flexible, and can adapt to changing market circumstances. Without continually updated knowledge of the operational influences which consists of globalisation, technology, legal regulation, government policies, environmental sustainability, quality expectations and cost-based competition, the success of the business is questionable. The success of a business can be measured through indicators such as strategic goals, market share, profitability, growth, efficiency, quality of output, business competitiveness/image, meeting the changing needs of customers and their contribution to the wellbeing of society. Globalisation An understanding of globalisation gives a business a direction for growth, and enables the business to identify the areas for growth and expansion of their activities. For example Google is an effective innovator that develops and distributes high quality, distinctive ideas that are transformed into products that are sold globally. They have utilised globalisation so as to mass produce innovative products at low cost. This has been essential to Google’s position as a market leader. The knowledge to harness globalisation...
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...The Case for Change at Modern Appliances | Employee Engagement at Modern Appliances Inc. | The Case for Change | | In order to build an increased spectrum of customer service, an internal strategy to modify Modern Appliances’ employee engagement was needed. Within an employee centered culture, employees are utilized for their overall value input for increased exposure and profit. This case study will focus on the methods and strategy to redesign a business culture for change and improvement. | Introduction | | As a business that has been operating for almost 75 years, Modern Appliances has proven to be competitive within its market field. Totaling over $ 2 billion in sales, the company has been a leading manufacturer in home and large appliances (Gantz, 2007). Many domestic and foreign appliance manufactures have created innovative ways to increase profit in recent years. As a result, the company has suffered with much pressure to sustain a competitive advantage. In this case study, you will gain knowledge on the strategies Modern Appliances has implicated for change as well as its effectiveness to change the overall culture of the organization. Case for Change at Modern Appliances Inc. Modern Appliances had managed to stay competitive within its market due to its strict control systems. However, the control systems alone were not enough to keep a competitive advantage to sustain within its specific market field. As North American companies implemented...
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...which businesses could award trips to their top performers. Before long another business began to develop and the idea of Successories was conceived. The entire focus of the store was to create a location that business owners could visit to improve their Total Quality Management. The store is outfitted with books and tapes, posters, note cards, plaques, trophies, and medallions. Many of these items are etched with inspirational quotes that promote this reward type of management. Mac also has created a business network among the 24,000 businesses within a 10mile radius. The store doubles as a showroom that is base to four salespeople making sales calls that generate most of sales. Successories has exceeded all expectations with its success and given Mac incentive to grow his business. Total Quality Management is a reward based management system that rewards employees for a commitment to continuing the quality of the training received. The premise is that many companies spend fortunes training new employees, but lose the benefits of the training by not sustaining training. The system was created to be grasped by even average employees. Companies are setting aside budget money to include the theories of Total Quality Management. Training...
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...purpose", the product should be suitable for the intended purpose; and "Right first time", mistakes should be eliminated. QA includes management of the quality of raw materials, assemblies, products and components, services related to production, and management, production and inspection processes.[citation needed] Suitable quality is determined by product users, clients or customers, not by society in general. It is not related to cost and adjectives or descriptors such "high" and "poor" are not applicable. For example, a low priced product may be viewed as having high quality because it is disposable where another may be viewed as having poor quality because it is not disposable. The quality of products is dependent upon that of the participating constituents,[6] some of which are sustainable and effectively controlled while others are not. The process(es) which are managed with QA pertain to Total Quality Management. If the specification does not reflect the true quality requirements, the product's quality cannot be guaranteed. For instance, the parameters for a pressure vessel should cover not only the material and dimensions but operating, environmental, safety, reliability and maintainability requirements. The company-wide quality approach places an emphasis on four aspects[citation needed] :- 1. Elements such as controls, job management, adequate processes, performance and integrity criteria and identification...
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