4.quality culture
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Quality Culture in Organizations
REFERENCESTotal Quality Management by Besterfield et al
Quality Planning and Analysis by Juran and Gryna
The Management and Control of Quality by Evans and Lindsay
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Elements of Quality Culture
LeadershipCustomer FocusHuman Resource ManagementFactual Approach to Decision
MakingProcess ManagementContinuous Improvement
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1-Strategic Quality Planning
Quality Policies
Quality Goals
Goal Deployment
Plans to Meet Goals
Resource Allocation
Feedback/Monitoring
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2-Customer Focus
Who is customer?Quality Dimensions
◦Performance◦Features◦Service◦Warranty◦Price◦Repute
Customer Feedback (Methods)Service Quality
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3-HRM in Quality OrganizationsEmpowermentTeamworkRecruitmentTrainingCompensation & MotivationRecognition & RewardPerformance Appraisals
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4-Supplier Relationship Management
Partnering
Long Term Commitment
Supplier Selection
Certification
Rating (Score Cards)
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5-Factual Approach to Decision Making
Performance Measurement
Choice of Performance Measures
Quality Cost Analysis
◦Prevention
◦Appraisal
◦ Internal Failure
◦External Failure
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6-Process Management
1. Obtain …2. Add …3. Move to …
Sub-Process 2
Tasks
Activities
Sub-Process 1
Major Processes
We all perform tasks at various levels and are therefore quite familiar with this concept.
Many people think of what they do as a set of activities that they do repeatedly. To create a more effective approach, their thoughts have to transform from activity thinking to process thinking.
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7-Continuous Improvement
5 Ways to Improve1. Reduce resource input2. Reduce errors3. Meet or exceed expectations of
customers4. Make the process Safer5. Make the process more
satisfying for the people doing it
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Continuous Improvement Contd
Types of ProblemsCompliance (Specified by standards),
Unstructured (Not specified by standards), Efficiency (from operations viewpoint), Process Design, Product Design
Improvement StrategiesRefineRepairRenovateReinvent
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