cornerstones of quality advantage session #16. objectives of this session: to look at ways that...
TRANSCRIPT
Cornerstones of Quality
Advantage Session #16
Objectives of this session:
To look at ways that companies progress in becoming a total quality organization through four guiding principles
To evaluate leadership skills needed in promoting a total quality environment
To consider ways to reduce resistance to change
What is Quality?
A quality good or service exceeds customers’ expectations
1 - 4
The Vision Thing
TIME First to Market FAST
COST Lowest Cost CHEAP
QUALITY Customer Intimacy GOOD
TO THRIVE, COMPANIES/ORGANIZATIONS MUST PICK ONE PRIMARY GOAL:
Four Guiding Principles
Continuous Improvement Customer Focus Employee Involvement Measurement
Continuous Improvement
No process is ever complete Constantly in pursuit of new and tougher goals Goals are set, met, and celebrated
Four Guiding Principles
Continuous Improvement Customer Focus Employee Involvement Measurement
Customer Focus
The customers are the ones who judge success When a question arises, the customer test is
applied Company needs to ask which customers it needs to
please Determine what customers want in quality and
what price they are willing to pay
Four Guiding Principles
Continuous Improvement Customer Focus Employee Involvement Measurement
Employee Involvement
Meetings, self-directed teams, suggestion box Management must be open and receptive to ideas Employees must willing to communicate problems
Four Guiding Principles
Continuous Improvement Customer Focus Employee Involvement Measurement
Measurement
Company needs to know how it is doing before setting realistic goals
Quality-Centered Company
Living with change Personal responsibility Communication and Trust
Living with Change
Continuous improvement can cause stress Need clear, continuous communication Good training Employees need to know their goals and what to
expect
Quality-Centered Company
Living with change Personal responsibility Communication and Trust
Personal Responsibility
Employees take responsibility for products and services they produce
Quality-Centered Company
Living with change Personal responsibility Communication and Trust
Communication and Trust
Employees want to feel they do meaningful work Workers that feel exploited aren’t open to change
and then employers become less open to suggestions
Trust is built on integrity and two-way communication
Goals must be clear
Quality
Continuous Improvement
Employee Involvement
Customer Focus
Measurement
Challenges that Quality Companies Face
Living with change Personal responsibility Communication and trust
Evaluation QuestionsUse:A. Strongly agreeB. AgreeC. DisagreeD. Strongly disagreeE. Don’t know
1. I found the presentation of material easy to understand.2. This Advantage session increased my knowledge on the subject
presented.3. I will be able to use some of the information from this Advantage
session in the future.4. The presenter was well prepared for this Advantage session.5. This presentation should be repeated in future semesters.