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Lesson 2 Total Quality Management Lesson

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Page 1: Lesson 2 Total Quality Management Lesson
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Unlock Difficulties:

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Productivity

High performance workforce environment

High workforce engagement and motivation

Empowerment multiplication among workforce

Teamwork in reaching goals Recognition and reward

appreciationSkills for Team members

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People Focus Management System

JURAN’s philosophy sought to improve quality by working within the system familiar with managers designed to fit company’s current strategic business planning; employees at different levels of an organization speak their own languages

JURAN focused on ensuring conformance ; quality cost accounting and analysis to focus attention on quality problems

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QUALITY MANAGEMENT IN MANUFACTURING

• Well developed quality systems focused on technical issues such as equipment reliability, inspection, defect measurement, and process control. • Transition to Customer-Driven- product design, HRM, supplier relations• HR practices- empowering workers on research, critical operations decisions, responsibility, etc.• Lastly, on the Eight (8) quality dimensions of manufactured products

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PRODUCT QUALITY DIMENSIONS

PERFORMANCE FEATURES RELIABILITY CONFORMANCE DURABILITY SERVICEABILITY AESTHETICS PERCEIVED QUALITY

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QUALITY MANAGEMENT IN SERVICES

• Primary or complementary activity associated to the Physical Product• Handling Complaints/ “Honored Guest”• High Degree of Customization that fit various types of customers• Intangible and not replaceable but followed up by apologies & reparations•Produced and consumed simultaneously• Generally, are Labor intensive and customers are involved in the service process

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Importance of quality to national interst

HEALTH CARE EDUCATION GOVERNMENT NON PROFIT ORGANIZATIONS

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Generalizations• Numerous non profit organizations are adopting quality principles due to their impact on society/ public•The use of technologies are advocated to reduce human errors• Re structured quality assurance staff• Re-engineered core manufacturing processes for simplification preventing errors•Investment on facilities for efficient and effective adoption of new technology

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Assignment• Read the next topic “Principles and Practices to TQM and Performance Excellence.• Answer the following “Cue” questions and pass them next meeting before the start of the next lesson.1. How might TQ apply to your personal

life?2. Cite an example in which you did not

purchase a product or service because of lack of dissatisfiers as defined in this lesson.

Continuous Quality Improvement by James R. Evans Pages 23-35