Sunteți pe pagina 1din 4

Chapter 1

1- Performance Excellence Perspective


Total quality changed the way that organizations thought about customers,
human resources, and manufacturing and service processes.
From this notion, the concept of TQM has evolved into the concept of
performance excellence, which can be defined as an integrated approach to
organizational performance management that results in:
1. Delivery of ever-improving value to customers and stakeholders,
contributing to organizational sustainability.
2. Improvement of overall organizational effectiveness and capabilities, and
3. Organizational and personal learning.
2- Emergence of Six Sigma
It is a new approach to quality improvement that re-emerged in the late
1990s.
It is a customer-focused and results-oriented approach to business
improvement that integrates many traditional quality improvement tools
and techniques that have been tested and validated over the years, with a
bottom-line and strategic orientation that appeals to senior managers, thus
gaining their support.
Q1.What factors have contributed to the increased awareness of
quality in modern business?
- The global marketplace and domestic and international competition have
made organizations around the world realize that their survival depends on
high quality
1. Globalization: Globalization is driving global supplier networks and the
need to manage global quality platforms. Organizations are no longer
bound by location and space. And new consumer markets are being
created by the Internet, which creates opportunity and concern.
Globalization will influence trade policy and trading partners in new,
unimagined ways.
2.
Social responsibility (SR): As organizations begin to realize that social
responsibility is not only the moral thing to do, but that it's also good for
business, the world will continue to embrace SR philosophies and
practices at an increasing rate. Consumers are demanding more

knowledge of organizational practices, and corporate reputation will play a


greater role in consumer buying choices. Organizations that seek to
improve their practices will need to know the concepts, techniques, and
tools of quality to deliver on their goals. Issues such as ethics,
transparency, social behavior, and environment coincide with the broader
considerations of SR and formulate what some have called a "triple
bottom line", impact that encompasses people, planet, and profits.
3.
New dimensions of quality: A new collection of quality-related
competencies will be required if quality is to maintain relevance in a
quickly changing world. Organizations are looking for leadership in
innovationthe ability to develop new ideas and manage change. This
necessitates the commingling of quality and innovation. The emerging
focus must work within the systems of Organizations not just be focused
on products and services. Organizations must master change and these
emerging capabilities, or give way to smaller, newer, and more agile
competitors.
4. Aging population: The world's population is getting older, and with that
trend come problems and solutions. According to a 2008 report from the
United Nations on global population changes, the median age is projected
to increase from 29 to 38 years between 2009 and 2050. The fastest
growing segment of the population will be people 60 years or older. This
aging population will push economies and organizations to respond to the
resulting market needs. Aging workers will leave the workforce, and
organizations will be charged with replacing those skills. This, in turn,
may cause traditional retirement to be redefined as organizations seek to
tap into the skills of those who have left the workforce.
5. Health care: A by-product of the other forces on this list, globalization
and the aging population have heightened the need and expectation for
quality health care. Quality can play an important role in health care by
taking waste out of the system so that more people can benefit.
Policymakers must also address equity of access inefficiencies in the
system only exacerbate these problems. On the positive side,
advancements in biotechnology and nanotechnology will result in cures
for diseases and prolonged lives. This will require increased focus on
quality in the waste-free development of these technologies. Quality can
also help ensure operational efficiencies in health care delivery.
6. Environmental concerns: The world has come to understand that much
of the environmental damage that has been done cannot be reversed,
and that increasing consumption will put even more strain on finite,
resources. Quality provides the concepts, tools, techniques, and

standards to foster change.


7. 21st century technology: Technology's impact is difficult to forecast and
most certainly surprise us in terms of how it affects current models we
think we understand. Some believe technology will deliver solutions to
address energy, food, and water shortages, and the need for clean air
Information technology and advances in genetics, biotechnology and
nanotechnology will change everyday life and drive our future state. A
new, innovative definition of quality is required for this innovative age.

Q2 . Explain the various definitions of quality. Can a single


definition suffice? Why?
1. Perfection
2. Consistency
3. Eliminating waste
4. Speed of delivery
5. Compliance with policies and procedures
6. Providing a good, usable product
7. Doing it right the first time
8. Delighting or pleasing customers
9. Total customer service and satisfaction
Thus, it is important to understand the various perspectives from which
quality is viewed m order to fully appreciate the role it plays in the many
parts of a business organization.

Q3. Perspectives
Judgmental Perspective

One common notion of quality, often used by consumers, is that it is


synonymous with superiority or excellence
first defined quality as the goodness of a product. This view is referred to as
the transcendent
quality is "both absolute and universally recognizable/ a mark of uncompromising standards and high achievement.

S-ar putea să vă placă și