Professional Documents
Culture Documents
Total Quality in
Organizations
THE MANAGEMENT AND CONTROL OF QUALITY, 5e, 2002 South-Western/Thomson LearningTM
Growth of Modern
Quality Management
Performance
excellence
Service
quality
Improved
product designs
Manufacturing
quality
Systems Thinking
A system is the functions or activities within
an organization that work together for the
aim of the organization.
Subsystems of an organization are linked
together as internal customers and
suppliers.
A systems perspective acknowledges the
importance of the interactions of
subsystems, not the actions of them
individually.
THE MANAGEMENT AND CONTROL OF QUALITY, 5e, 2002 South-Western/Thomson LearningTM
Manufacturing Systems (1 of 2)
Manufacturing Systems (2 of 2)
Industrial engineering and process
design
Finished goods inspection and test
Packaging, shipping, and
warehousing
Installation and service
THE MANAGEMENT AND CONTROL OF QUALITY, 5e, 2002 South-Western/Thomson LearningTM
General management
Finance and accounting
Human resource management
Quality assurance
Legal services
Quality in Services
Service is defined as any primary or
complementary activity that does not
directly produce a physical product
that is, the non-goods part of the
transaction between buyer (customer)
and seller (provider).
Components of Service
System Quality
Employees
Information technology
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Avoidable errors
Underutilization of services
Overuse of services
Variation in services
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Quality in Education
Koalaty Kid program
1999 expansion of the Baldrige Award
to nonprofit education organizations
Success stories
Mt. Edgecumbe High School
Brazosport ISD
Hunderton Central Regional HS
Pinellas County Schools
THE MANAGEMENT AND CONTROL OF QUALITY, 5e, 2002 South-Western/Thomson LearningTM
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Higher Education
as a Production System
Suppliers:
families, high
schools, colleges,
business
Design and
Redesign
Consumer
research
Customers:
Inputs:
Outputs:
students
faculty
able students
new knowledge
Teaching, counseling,
scientific research
business, families,
society, students
Processes
THE MANAGEMENT AND CONTROL OF QUALITY, 5e, 2002 South-Western/Thomson LearningTM
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Chapter 2
Total Quality
in Organizations
THE MANAGEMENT AND CONTROL OF QUALITY, 5e, 2002 South-Western/Thomson LearningTM
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