... |MGT/449 Version 8 | | |Quality Management and Productivity | Copyright © 2010, 2009, 2005, 2004, 2003 by University of Phoenix. All rights reserved. Copyright © 2009, 2006 by University of Phoenix. All rights reserved. The Mission of University of Phoenix is to provide access to higher education opportunities that enable students to develop the knowledge and skills necessary to achieve their professional goals, improve the productivity of their organizations, and provide leadership and service to their communities. Please print a copy of this syllabus for handy reference. Whenever there is a question about what assignments are due, please remember this Course Design Guide is considered the ruling document. Technical Support: Technical Support is available 24 hours a day, 365 days a year. Call 1-877-832-4867, or use the e-mail support form. Answers to the most common issues are found in the Knowledge Base by clicking Help, found at the top of every student Web site. Copyright © 2010, 2009, 2008, 2007 by University of Phoenix. All rights reserved. GENERAL COURSE INFORMATION COURSE NUMBER: MGT/449 COURSE TITLE: Quality Management and Productivity COURSE START DATE: 3/21/2012 COURSE END DATE: 4/18/2012 Campus/Learning Center: East El Paso Campus, El Paso, TX REQUIRED READING:...
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... | | |Quality Management and Productivity | Copyright © 2010, 2009, 2005, 2004, 2003 by University of Phoenix. All rights reserved. Course Description This course examines the concepts of continuous improvement and quality management, viewing quality as a systematic process that improves customer satisfaction. The course covers methodologies that will aid managers in assuring that the organization's quality system is effectively meeting the organization's continuous improvement goals. Policies Faculty and students/learners will be held responsible for understanding and adhering to all policies contained within the following two documents: • University policies: You must be logged into the student website to view this document. • Instructor policies: This document is posted in the Course Materials forum. University policies are subject to change. Be sure to read the policies at the beginning of each class. Policies may be slightly different depending on the modality in which you attend class. If you have recently changed modalities, read the policies governing your current class modality. Course Materials Goetsch, D. L., & Davis, S. B. (2010). Quality management for organizational excellence: Introduction to total quality (6th ed.). Upper Saddle River, NJ: Prentice Hall. All electronic...
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...IJFPSS, Vol.1, No.2, pp. 35-38, Dec, 2011 H. Darestani Quality excellence model: A review of researches in Developing countries Wan Khairuzzaman Wan Ismail1, Hassan Darestani2*, Maziar Azimzadeh Irani3 1 2 International Business School (IBS), Universiti Teknologi Malaysia (UTM), Malaysia Faculty of Management and Human Resource Development, Universiti Teknologi Malaysia (UTM), Malaysia, 3 International Business School (IBS), Universiti Teknologi Malaysia (UTM), Malaysia dhassan2@live.utm.my (Received Nov 2011; Published Dec 2011) ABSTRACT There have been fundamental changes in management since 1950, and these changes are still affecting enterprises around the glob. Quality as the main issue of these changes has received special consideration. The European foundation for quality management (EFQM) was established in 1988 in order to achieve quality leadership and continuous improvement. EFQM is a model which is designed for all kinds of organization and with utilizing self assessment as a strategic tool helps companies to identify their weaknesses, strengths and areas of improvement. This paper reviews some of the studies conducted in developing countries about applying EFQM in enterprises with special attention to small and medium-sized enterprise (SMEs). The main purpose of this study is to find whether EFQM model have been successful in building winning and efficient organizations in developing countries. Due to the situation of global market and competitive...
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...Quality Systems for Business Excellence MT1026F Main Diet Unit 2 For 2011 Researching on Contribution of Organisation Learning that Develop Organisation Excellence by Using the European Framework for Quality Management Name: Shaun Amirthalingam 0705668 Matthew Peh Voon Yang 0805185 Boo Tong Kwong 0805183 Table of Content Title | Page Number | 1.0 Introduction | 3 | 2.0 Learning Organisation2.1 Inspiration and Motivation2.2 Empowerment2.3 Accumulating and Sharing Internal Knowledge2.4 Gathering and Integrating External Information2.5 Enabling Creativity | 4-5 | 3.0 European Foundation of Quality Management3.1 The Good of EFQM3.2 EFQM Developing Organisation Learning3.3 Limitation of Organisation Learning | 6-13 | 4.0 Conclusion | 14 | Referencing and Bibliography | 15-18 | Researching on Contribution of Organisation Learning that Develop Organisation Excellence by Using the European Framework for Quality Management 1.0 Introduction It is a huge change that has accelerated over the past few decades in the economy. During the 20th century, organisations always focused at traditional factors for production on tangible resources such as equipment, land and money. Almost every organization...
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...History of Quality Management The history of Total Quality Management can be traced in early year’s of 1920′s in the area of production quality control, and remarkably the concepts developed in Japan beginning in the late 1940′s and 1950′s, pioneered there by Americans Feigenbum, Juran and Deming. Quality Management Gurus and theories Quality Management resulted mainly from the work of the quality gurus and their theories. the American gurus featured in the 1950′s Japan: Joseph Juran, W Edwards Deming, and Armand Feigenbum; the Japanese quality gurus who formulated and extended the early American quality ideas and models: Kaoru Ishikawa, Genichi Taguchi, and Shigeo Shingo; and the 1970-80′s American Western gurus, notably Philip Crosby and Tom Peters, who further extended their thoughts towards Quality Management concepts after the Japanese successes Total Quality Management (TQM) Total Quality Management features centrally the customer-supplier interfaces, (external and internal customers and suppliers). A number of processes sit at each interface. Central also is an organizational commitment to quality, and the importance of communicating this quality commitment, together with the acknowledgement that the right organizational culture is essential for effective Total Quality Management Processes – understanding processes and methods for process improvement Understanding processes is essential before attempt is made to improve them. This is a central aspect to Total...
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... | | |Quality Management and Productivity | Copyright © 2010, 2009, 2005, 2004, 2003 by University of Phoenix. All rights reserved. Course Description This course examines the concepts of continuous improvement and quality management, viewing quality as a systematic process that improves customer satisfaction. The course covers methodologies that will aid managers in assuring that the organization's quality system is effectively meeting the organization's continuous improvement goals. Policies Faculty and students/learners will be held responsible for understanding and adhering to all policies contained within the following two documents: • University policies: You must be logged into the student website to view this document. • Instructor policies: This document is posted in the Course Materials forum. University policies are subject to change. Be sure to read the policies at the beginning of each class. Policies may be slightly different depending on the modality in which you attend class. If you have recently changed modalities, read the policies governing your current class modality. Course Materials Goetsch, D. L., & Davis, S. B. (2010). Quality management for organizational excellence: Introduction to total quality (6th ed.). Upper Saddle River, NJ: Prentice Hall. All electronic...
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...第十五屆決策分析研討會 The Malcolm Baldrige National Quality Award Case Study: Ritz-Carlton Hotel Company, L.L.C. Chakrit Chansukko William Firman Ha Tuan Anh Abstract The Malcolm Baldrige National Quality Award framework is probably the best-known excellence award model, and the world’s most widely used excellence framework for self-assessment. The criteria are designed to help organizations improve their competitiveness by focusing on two goals: continually delivering improved value to customers, and improving overall organizational performance. Our final project concentrates on Ritz-Carlton Hotel Company, which receives the Malcolm Baldrige National Quality Award in the service category. The Ritz-Carlton Hotel Company manages thirty six luxury hotels in North America, Europe, Asia, Australia, the Middle East, Africa, and the Caribbean. All have received four- or five-star ratings from the Mobil Travel Guide and diamond ratings from the American Automobile Association. The Ritz-Carlton company has received all the major awards the hospitality industry and leading consumer organizations can bestow. It is the first and only hotel company twice honored with the Malcolm Baldrige National Quality Award from the United States Department of Commerce. The Ritz-Carlton method is close attention to performance data collection and a broad educational platform to deliver the findings. In this report, we will study deeply about The Ritz-Carlton Company, the external and internal performance...
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...A PAPER ON INSTITUTIONALIZING CONTINUOUS IMPROVEMENTS THROUGH USE OF ESTABLISHED PERFORMANCE EXCELLENCE FRAMEWORKS By: Author 1: Prof. Cdr. Bhushan Dewan Director, VNS Business School, Bhopal MOBILE- 08120395060 Email- bhushan.dewan1@gmail.com ABOUT AUTHOR 1: 21 years of corporate experience as Vice President, Tata Consultancy Services, President-Tanla Solutions Ltd., Sr. VP- Adani Group, Commander-Indian Navy. 17 years of academic experience as Director Naval IT Management Institute, author of 2 books on Management of Technology. Speaker at various national & international seminars; Served as Jury Member of CII Award for Human Excellence, Jury Member, QIMPRO Platinum Award for Quality. And Author 2: Prof. Arun Mishra Assistant Professor, VNS Business School, Neelbud, Bhopal Mobile: 9893686820 Email: arunjimishra@gmail.com ABOUT AUTHOR 2: Author is an MBA from FMS, Dr. Hari Singh Gour University, Sagar (M.P.). He is having total 9 years of work experience. Since 2 years he is in academics. Earlier to this he has served in various corporate in various capacities for 7 Years which include ICFAI, HDFC Bank, Wander Ltd. Wockhardt Ltd. etc. ABSTRACT Old-fashioned command-and-control companies were merely trying to manage the "white space" in their organizational charts. Today's companies must manage the white space in entire value chains. Value chain is a high-level model of how businesses receive raw materials as input, add value to the raw...
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...Human Resources Division (HRD) is leading the organizational renewal to change our image to become a “Center of Excellence” in Cardiac Care and Surgery. HRD outlined the following changes that will be included in the organizational renewal: • Strategic change: change in strategy, mission and vision • Cultural change: adopting new corporate values • Changes in People, Attitudes and Skills: change in employee’s attitudes, behavior and values • Structural change: reorganization of the hospital’s structure, coordination, extent of control, reporting relationships, tasks or decision-making procedures • Technological change: reengineering work processes, modernizing health systems and advancing technology...
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...Introduction to Quality Chapter 1 The History and Importance of Quality In a broad sense, quality assurance refers to any planned and systematic activity directed toward providing consumers with products (goods and services) of appropriate quality belong with the confidence that products meet consumers’ requirements. Quality assurance has been an important aspect of production operations throughout history. * The Age of Craftsmanship During the middle ages in Europe, skilled craftsperson, adequately trained by craft guilds, served as both as manufacturer and inspector. Quality assurance was informal; every effort was made to ensure that quality was built into the final product by the people who produce it. These themes which were lost with the advent of industrial revolution are important foundations of modern quality assurance efforts. * The Early Twentieth Century In the early 1900s, the work of Frederick W. Taylor, led to new philosophy of production. Taylor’s philosophy was to separate the planning function from the execution function. Managers and engineers were given the task of planning, supervisor and workers took on the task of execution. Inspection was the primary mean of quality control during the first half of the twentieth century. * Post- World War II After the war, during the late 1940s and early 1950s, Quality was not a priority of top managers. Top management showed little interest in quality improvement on the prevention of defects...
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...modern quality – Skilled craftsman on 1 to 1 basis. Blacksmith.. one on one negotiation face to face relations with customers. * Industrial Revolution – Henry Ford – Mass production. Quality once a post production review. Reactive approach. * Bell System Statistical – Shurart. * WWII Post War l 40’sand 50’s- Beming and Juran concepts fell on deaf ears. This message brought to Japan where concepts were embraced. Outperforming US counterparts. * Fast forward to 1980s… Crisis around globe. Total Quality was reactive approach to crisis. Total quality Shift in vision from reactive little q (reactive post production inspection ) to big Q. – Total Quality approach with no external department but integrated with all responsible for their own quality. Late 80’s-`987 Malcolm Baldrige Award. TQM wasn’t an integrated function at that point. Emergence of quality management - in service industries, government, health care and education. Evolution of quality to the broader concept of performance excellence Growth and adoption of Six Sigma Current and future challenge: continue to apply the principles of quality and performance excellence. Quality is a “race without a finish line”. It is ongoing and continuous. Contemporary Influences on Quality. Globalization Social Responsibility New Dimensions of quality Aging population Heath care Environmental concerns 21st Century Technology Definition Change in Cycle – Flow Charge of Quality Marketing...
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...PERFORMANCE EXCELLENCE AND ORGANIZATIONAL CHANGE Performance Excellence Profile: Park Place Lexus Click below link for Answer http://workbank247.com/q/performance-excellence-and-organizational-change/3411 http://workbank247.com/q/performance-excellence-and-organizational-change/3411 At its two locations in Plano and Grapevine, Texas, Park Place Lexus (PPL) sells and services new and pre-owned Lexus vehicles, and sells Lexus parts to the wholesale and retail markets. PPL is part of the family of Park Place Dealerships (PPD), which includes eight dealerships with 12 franchises. In 1994, PPL began benchmarking business practices outside of the automobile industry, with the intent of emulating the best business practices it could find and bringing innovation to the industry. Four years later, the company conducted its first internal assessment using the Baldrige criteria for performance excellence to identify areas for improvement, and adopted the brand “Experts in Excellence” as a sign of its dedication to quality. Today, PPL ranks among the country’s top Lexus dealers. With its mission, “To provide an extraordinary automotive purchase and ownership experience” as a foundation, the dealership’s “House of Quality” graphically depicts the organization’s direction and represents its culture. The four Core Convictions—integrity, outstanding client experience, commitment, and winning—provide the structure of the house. Known as “The Big Hairy ...
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...The Malcolm Baldrige National Quality Award is the nation’s only Presidential award for achievements in business performance and quality. It is the highest level of national recognition for performance excellence that an organization can receive. The award is administered by the Baldrige Performance Excellence Program and was established by congress to promote national awareness of the necessity of performance excellence in business as a means to stay competitive in the global market. The Baldridge award recognizes U.S. organizations in a wide range fields. As many as 18 awards may be given annually across six eligibility categories including, education, health care, manufacturing, nonprofit, service, and small business. (Baldrige, 2015) Applicants undergo a rigorous screening process which evaluates the organization on a range of factors that contribute to financial performance. These factors include, but are not limited to, business decisions and strategies that improve market performance, customer retention/ satisfaction, efficient and effective operation practices, and gains in market share. (Baldrige, 2015) All organizations participating in the application process receive a written summary of their strengths and an assessment on areas for improvement. Winners are allowed to promote and advertise their Baldridge Award. However, the award is not given for specific products or services. As of 2014, 105 awards have been presented to 99 organizations which include six repeat...
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...business performance. The following is an overview of how they work together. What is Six Sigma? Six Sigma is a statistically-based process that strengthens organizational capacity for ongoing process improvement. “Six Sigma” or “six standards of deviation” aims to reduce defects to a rate of 3.4 defects per million defect opportunities by identifying and eliminating causes of variation in business processes. In defining defects or errors, Six Sigma focuses on developing a clear understanding of customer requirements and is therefore very customer focused. The DMAIC Methodology. The Six Sigma process is based on a concept called DMAIC: • Define – clearly identify the problem, the requirements of the project and objectives of the project • Measure – to fully understand the current performance • Analyze – the measurements collected to determine and validate the root cause(s) • Improve – developing ideas to remove the root causes of variation and implement the solutions • Control – to establish standard measures to maintain performance and to correct problems as needed Motorola invented this approach in 1986 and it has been effectively deployed by organizations worldwide, across business operations ranging from highly industrial or high-tech manufacturing to service and financial companies. Six Sigma is not a quality management system, such as ISO 9001. Thinking that it is equivalent would be a strategic error. Instead, it is a methodology for reducing defects based on...
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...------------------------------------------------- Course Syllabus MGT/449 Quality Management and Productivity Course Start Date: 1/17/2012 Course End Date: 2/20/2012 Please print a copy of this syllabus for handy reference. Whenever there is a question about what assignments are due, please remember this syllabus is considered the ruling document. Copyright Copyright ©2010 by University of Phoenix. All rights reserved. University of Phoenix© is a registered trademark of Apollo Group, Inc. in the United States and/or other countries. Microsoft©, Windows©, and Windows NT© are registered trademarks of Microsoft Corporation in the United States and/or other countries. All other company and product names are trademarks or registered trademarks of their respective companies. Use of these marks is not intended to imply endorsement, sponsorship, or affiliation. Edited in accordance with University of Phoenix© editorial standards and practices. Facilitator Information Patti Moser patriciam00@phoenix.edu (University of Phoenix) pattimoser@cox.net (Personal) 480-836-6835 (MST) Facilitator Availability I am available from 9 a.m.-9 p.m. Mountain Standard Time on most days. During the week, I am online most of the time during the 6pm-9pm time frame and can be reached through my UOP email or my personal email. I provide you...
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