Documente Academic
Documente Profesional
Documente Cultură
Presented by:
Alejandrino, Mary Catherine Geline C.
Andrino, Mevelyn A.
Armia, Frances Rose E.
Casas, Arra Catherine V.
Felix, Gerel Ann E.
Leonor, Carmela Gloria M.
Manalo, Ceejay Danica E.
Marquez, Sunbeam S.
Ocampo Daira F.
Romana, Ayra R.
Submitted to:
Ms. Fe G. Garabiles-Espinosa
Marketing and sales involve much more than advertising and selling
2.
3.
want.
Selling is all about showing the customer that you will provide the products they
4.
Enables a business to define products that are fit for use and can be produced within
the resources at hand and budget constraints.
5.
Sales people help in obtaining feedback on product performance from the customers.
They should also ensure that the customers receive adequate assistance and are completely
satisfied.
b. Purchasing and Receiving
Establishing trust.
Production plan specifies longterm and short term production requirements for filling
customers orders and meeting anticipated demands.
The correct materials, tools and equipment must be available at the proper time and
places in order to maintain a smooth flow of production.
D. Contrasts with Manufacturing
1. Customer needs and performance standards are often difficult to identify and
measure.
2. The production of services typically requires a higher degree of customization than
does manufacturing.
3. The output of many services is tangible, whereas manufacturing produces tangible.
4. Services are produced simultaneously, whereas manufactured goods are produced
prior to consumption.
5. Customers often are involved in the service process whereas manufacturing is
performed away from the customer.
6. Services are generally labor intensive, whereas manufacturing is more capital
intensive.
7. Many service organizations must handle large numbers of customer transactions.
E. Components of Service System Quality
a. Employees
If we take care of our employees, they will take care of our customers.
All potential decisions in the company are evaluated on their effects in the employees
(people), on their customers (service), and the companys financial performance (profits).
Employees are engaged to be innovative and to make decisions that advance quality
and customer satisfaction goals.
b. Information Technology
Competitive Advantage, when technology is used to better serve the customer and to
make it easier for customers to do business with the company.
III.
E-commerce
Quality in Health Care
Quality First, Better Health Care for all Americans (Presidents Advisory Commission
on Consumer Protection and Quality in Health Care industry, 1998)
Types of quality problems in health care
IV.
Avoidable Errors
Underutilization of Services
Overuse of Services
Variation in Services
Quality in Education
A. The American Society for Quality (ASQ) has long promoted quality in elementary
education through a program entitled Koalaty Kid.
Quality = Koalaty
Quality degree of excellence
Koalaty an initiative, striving for excellence in the education system
Koalaty Kid
0 They believe that reading was the key to all other learning, and observed that students did
not read much beyond what was required in the classroom.
0 They found out that all too often, students were handing in homework with numerous
errors. When ask to correct them, students could do so easily.
0 They observed that the most successful students were those who felt confident of their
abilities and comfortable with themselves.
b. Plans for Improvement
0 Reading became a primary focus. Students were invited to read books of their own
choosing.
0 The teachers communicated the standard the standard of work they expected in home
work. Students were assess in their own minds, Is this your best work? and they were
recognized for Koalaty Work
0 Teachers established school wide expectations for behavior, and made a point of
catching students being good.
c. Active Involvement
School administrators, teachers, sponsors, parents, and the students themselves work
together on teams that are empowered to make decisions and implement change.
d. Committed Leadership
Schools can change only if their designated leaders are committed to improvement.
Change occurs quickly if these administrators are also capable of inspiring the faculty,
students, parents, sponsors, and other administrators to work with them.
e. A System for Continuous Improvement
Koalaty Kid uses total quality principles establishing consistent standards of
excellence, setting and communicating clear expectations, continuous improvement,
looking at a work task as a process, involving all who have a stake in the outcome in the
improvement process, measuring results, and recognizing and rewarding success for
bringing about change.
Environment that celebrates success
Even though many schools are now using team-based management or employing total
quality, the fourth distinguishing feature of Koalaty Kid schools is the excitement that
permeates the school environment.
Success stories
0 Mark Twain Elementary in Richardson, Texas
0 School wide pass rates jumped from 72% to 93% in writing/comprehension portion of the
Texas Assessment of Academic Skills.
0 Mathematics pass rate increased from 65% to 81%
0 Overall pass rate rose from 35% to 71%
B. Quality in Higher Education
Oregon State University
Quality was considered a high-priority issue
It had a high probability of success
Management agreed that it was important
No one else was working on it
It was also important to the customers of the organization
a. Ways to decrease turnaround time in the remodeling process
phase
Identification of equipment and materials that could be purchased during the design
Motorola Purdue University (Excellence 21)
Undergraduate Education
Graduate Education
Administrative Processes
Technology
With a 2002-2003 year budget exceeding $1.8 Billion, exclusive of their medical
centers fund.
More than 450 CQI teams registered with the Center for Quality and Planning.
b. Academic Quality Improvement Project (AQIP)
Help member organizations improve their performance and maximize their effectiveness
Reshape the relationship with members of the Higher Learning Commission (an
accreditation agency) into a partnership
V.
Provide the public with credible quality assurance concerning higher education providers.
Quality in Small Businesses and Not-for Profits
Lack the resources needed to establish and maintain more formal quality systems.
A. Principles of Total Quality
Focus on customers
Their quality journey began when a large customer threatened to cut them off if they did
not begin applying quality control tools.
TNC President, Dale crowner made the difference and kept the faith in his people.
Examples for Not-For-Profit:
VI.
Clinton Administration
George W. Bush
Presidents Quality Award (PQA)
PQA Winners:
James A. Haley Veterans Hospital (Tampa, Florida)
Defense Supply Center Philadelphia (Philadelphia, Pennsylvania)