TOTAL QUALITY MANAGEMENT TEST 2

Revision Sheets
By Luqman Hadi AZAHAR
Topic 4

The Organizational, Communication,

Management Role Responsibilities
and Teamwork Requirement
FUNCTIONAL STRUCTURE
4.1. Definition

Definition

Problems

REDESIGNING ORGANISATIONS FOR QUALITY

4.2 Definition of Redesigning Organisation

4.3. Barrier breaker methods

PROCESS FOCUS
Slide 13

RECOGNISE
INTERNAL
CUSTOMER
Slide 15

TEAM-BASED ORG
Slide 19

REFER 4.4 BELOW

HIERARCHY
Slide 55

STEERING
COMMITTEE
Slide 29

4.4. Elaboration on Barrier Breaker Method 3 TEAM BASED ORGANISATION

TEAM BASED ORGANISATION

Definition of team

3 Importance of Team

8 Types of TQM team

1#

2#

3#

4#

5#

6#

7#

8#

4 Criteria of Effective Teamwork

Criteria of Eff.
Teamwork

10 Ingredients for Successful Team

To Join or Not to Join a Team why? Slides 43 to 45

JOIN

5 Team Process

NOT TO JOIN

4.5. Organisational Behaviour

ORGANISATIONAL BEHAVIOUR

4.6 Continuous Improvement - KAIZEN

KAIZEN
Definition

Elements of Kaizen

Elements of Kaizen

4.7 Structural Contingency Theory

STRUCTURAL CONTINGENCY THEORY

4.8 Institutional Theory

INSTITUTIONAL THEORY

4.9.Organisational Change

ORGANISATIONAL CHANGE
Definition

Importance

Function

STRATEGIC CHANGE VS PROCESS CHANGE

STRATEGIC CHANGE
PROCESS CHANGE

4.10.Cultural Change

CULTURAL CHANGE

4.11.Total Quality Culture

TOTAL QUALITY CULTURE (TQC)

General Info

Reason to Adopt TQC

adopt the TQC. why?

10 Mistakes in Implementation of TQC (slide 102)

Making New Culture Permanent (slides 104)

4.12.Roles in Organisational Change

ROLES IN ORG CHANGE

Senior Mgmt

Middle Mgmt

Workforce

4.13.Customers-Related

CUSTOMER
TQM Customer Approach (slide 106)

2 TYPES OF CUSTOMERS

4 SEGMENT OF CUSTOMERS

2 Importance of Customer (slide 123)

Key Customer Group

Organisation Level

Process Level

3 Method to collect Customer Satisfaction Data

Performer Level

3 Importance of Customer Satisfaction and Loyalty (slide 112)

Practices for Dealing with Customers (slides 143-145)

How to deal with customers?

Key Dimensions for Quality and Service Quality

7 Key Dimenstions - QUALITY

5 Key Dimenstions SERVICE QUALITY

4.14.Suppliers-Related

SUPPLIERS
4 Importance of Suppliers

Why suppliers
are important?

10 Practices for Dealing with Customers

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