Download - Chapter 7 TQM
L/O/G/O
Process Management In
Services
Chapter 7
Quality Improvement
Solving Quality Problems and Implementing
Lasting Solution…. So
HOW?
The Steps Are :
Process Management Framework
Design Work Process
Process Control
Process Improvement and Methodologies4
1
2
3
TQM Process
Business Processes
Business
Process
Strategic Planning
Business Development
Planning, Marketing
Planning, Development
Planning, or long term
planning
Customers
in hereMarket Knowledge on
the product
Future Plan
Prediction of future
business, business
expansion, enhancing
cash flow
Managing information
The use of IT, measuring,
analyzing performance,
training
Categories of Business Process
Value Creation Process Support Process
Daily Operations
Depends on organization
levels
Horizontal and vertical,
project management based on
time frame
Finance and accounting,
facilities management, legal
services, human resource
services, administrative
services
• creation on customers satisfaction
•Major impact on company’s goals
sometimes called core product
relate to company’s competencies
strategic objectives
2 MAJOR TYPES OF PROCESS
Include fundraising, media relations
and policy advocacyExample in universities
Process Management
Frameworks
PROCESS
FRAMEWORK
Process management
involves :
END TO END PROCESS
CONSIST OF 3 IMPORTANT
ACTIVITIES ; DESIGN, CONROL
AND IMPROVEMENT
IDENTIFIYING
IMPROVING
PLANNING ADMINISTERING
REPEATABLE AND
MEASUREABLE
PDCA CYCLE ( PLAN DO CHECK
ACT
PLANNING FOR PROCESS
STAGE1 STAGE 2 STAGE 3 STAGE 5
THE BASIC APPROACH TO PROCESS DESIGN (END TO END
STAGES)
STAGE 4
Quality Control By Japanese Guru
Quality
Control
Cycle
By Ishikawa
In
Japanese
known as
Kaizen
Start with
minor error
Focus on small gradually and orderly
improvement and frequently done over
time with minimum financial investment
Quick
Improvement
Quality Control by
Ishikawa
Lead by small
groups
Voluntary
members
Description of
the contents
Reducing
defects
Recognitions
Trainings
Pareto
charts
Cause effect
diagrams
Quality Control Cycle
Methods
Text in here
Steps in Quality Control Circle
Problem Identification
1
2
3
4
List various problems
Plan for action
solution and
implementation
Alternative
Solutions
Problem analysis
Problem
selectionChoose the most important problems
Problem analysis (SWOT Analysis)
Solutions from the analysis
Deming Cycle in Process
Improvement
PLAN
REPEATABLE AND
MEASUREABLE
PDCA CYCLE ( PLAN DO CHECK
ACT
ACTDO
CHECK
REPEATABLE AND
MEASUREABLE
REPEATABLE AND
MEASUREABLE
REPEATABLE AND
MEASUREABLE
Review the current situation
The Deming Cycle
Detailed Steps in Deming Process
Define Pilot Study Result Solutions
Plan Do Study Act
A B C D
Breakthrough Improvement
through BENCHMARKING
Stretch The
GOAL
3. Reengineering
Creative thinking and Break Away
old tradition cost quality and speed
2.
Process
benchmarking1. Conception
2. Planning
3. Preliminary
data
1.Competitive
benchmarking
Benchmarking
Breakthrough
Improvement
Continuous
ImprovementAccelerates
innovation
and change
Continuous
Improvement
2004 2005 2006
Process
TIME
Six Sigma Leap
L/O/G/O
Thank You!Refer Text Book Page 327