Professional Documents
Culture Documents
Facilitation Process
KNOWLEDGE AND
UNDERSTANDING
Knowledge component
YOU
ASSIGNMEN
T
Knowledge Component
1st Part of the session
Power Point
Other material
Components
Theories
Concepts
Aspects
Lectured/Facilitated and discussed
Meaning of Quality
Websters Dictionary
degree of excellence of a thing
American Society for Quality
totality of features and characteristics
that satisfy needs
Consumers and Producers Perspective
3-9
Meaning of Quality:
Consumers Perspective
Fitness for use
3-10
Dimensions of Quality:
Manufactured Products
Performance
basic operating characteristics of a product;
how well a car is handled or its gas mileage
Features
extra items added to basic features, such as
a stereo CD or a leather interior in a car
Reliability
probability that a product will operate
properly within an expected time frame; that
is, a TV will work without repair for about
seven years
3-11
Dimensions of Quality:
Manufactured Products
Conformance
degree to which a product meets pre
established standards
Durability
how long product lasts before replacement
Serviceability
ease of getting repairs, speed of repairs,
courtesy and competence of repair person
3-12
Dimensions of Quality:
Manufactured Products
Aesthetics
how a product looks, feels, sounds,
smells, or tastes
Safety
assurance that customer will not suffer
injury or harm from a product; an
especially important consideration for
automobiles
Perceptions
subjective perceptions based on brand
name, advertising, and the like
3-13
Dimensions of Quality:
Service
Time and Timeliness
How long must a customer wait for
service, and is it completed on time?
Is an overnight package delivered
overnight?
Completeness:
Is everything customer asked for provided?
Is a mail order from a catalogue company
complete when delivered?
3-14
Dimensions of Quality:
Service
Courtesy:
How are customers treated by employees?
Are catalogue phone operators nice and are
their voices pleasant?
Consistency
Is the same level of service provided to each
customer each time?
Is your newspaper delivered on time every
morning?
3-15
Dimensions of Quality:
Service
Accessibility and convenience
How easy is it to obtain service?
Does a service representative answer you calls quickly?
Accuracy
Is the service performed right every time?
Is your bank or credit card statement correct every month?
Responsiveness
How well does the company react to unusual situations?
How well is a telephone operator able to respond to a customers
questions?
Meaning of Quality:
Producers Perspective
Quality of Conformance
Making sure a product or service is produced
according to design
if new tires do not conform to specifications,
they wobble
if a hotel room is not clean when a guest
checks in, the hotel is not functioning
according to specifications of its design
3-17
Meaning of Quality:
A Final Perspective
Consumers and producers
3-18
Meaning of Quality
Meaning
Meaning of
of Quality
Quality
Production
Production
Producers
Producers Perspective
Perspective
Consumers
Consumers Perspective
Perspective
Quality
Quality of
of Conformance
Conformance
Quality
Quality of
of Design
Design
Conformance to
specifications
Cost
Quality characteristics
Price
Fitness
Fitness for
for
Consumer
Consumer Use
Use
Marketing
Marketing
Quality Gurus
Walter Shewart
W. Edwards Deming
Quality Gurus
Armand V. Feigenbaum
Philip Crosby
Kaoru Ishikawa
Improved
Quality
Improved response
Flexible pricing
Improved reputation
Increased productivity
Lower rework and scrap costs
Lower warranty costs
Increased
Profits
Organizational Practices
Leadership, Mission statement, Effective operating
procedures, Staff support, Training
Yields: What is important and what is to be
accomplished
Quality Principles
Customer focus, Continuous improvement,
Benchmarking, Just-in-time, Tools of TQM
Yields: How to do what is important and to be
accomplished
Employee Fulfillment
Empowerment, Organizational commitment
Yields: Employee attitudes that can
accomplish
what is important
Customer Satisfaction
Winning orders, Repeat customers
Yields: An effective organization
with a competitive advantage
Defining Quality
Performance
Features
Reliability
Conformance
Durability
Serviceability
Aesthetics
Perceived quality
Value
Responsiveness
Competence
Access
Courtesy
Communication
Credibility
Security
Understanding/
knowing the customer
Tangibles
What is
Inspected
Standard
Receptionist
performance
Billing
Attorney
Promptness in returning
calls
What is
Inspected
Standard
Reception
desk
Doorman
Room
Minibar
What is
Inspected
Standard
Billing
Pharmacy
Prescription accuracy,
inventory accuracy
Lab
Nurses
Charts immediately
updated
Admissions
What is
Inspected
Standard
Busboy
Busboy
Waiter
What is
Inspected
Standard
Display areas
Attractive, well-organized,
stocked, good lighting
Stockrooms
Rotation of goods,
organized, clean
Salesclerks
Responsiveness
Competence
Access
Courtesy
Communication
Credibility
Security
Understanding/
knowing the customer
Tangibles
services fail
Marriotts LEARN routine
Listen
Empathize
Apologize
React
Notify
Activities
139
the strategic quality change. Assess the resource implications for not responding to these
changes. Plan a strategic quality change and implement it to improve organizational
performance. Provide measures and design systems to monitor the implementation of the
planned strategic quality change. The plan done needs to be action oriented, detailed, and
should clearly define the resources, tools and systems that will support the business
processes involved in the quality change process. (AC 3.1, 3.2, 3.4, 4.1, 4.3)
Evaluate the wider implications of strategic quality change on the organization from an
external perspective and the impact on people, systems and functions influencing
performance within the organization. (AC 3.3)
What is the quality culture in the chosen organization? Propose and embed an effective
quality culture to ensure continuous monitoring and progress.(AC 4.2)
improvement to the strategic quality change that aligns with the overall
organizational objectives (AC 5.1, 5.2).
References (Adhering to Harvard Referencing Format)
The report shall not exceed 10,000 words and should include relevant examples
and illustrations.