Ch 5 TQM

include not only companies that provide materials and components, but also distributors, transportation companies, and information, health care, and education providers.

the fundamental rethinking and radical redesign of business processes to achieve dramatic improvements in critical, contemporary measures of performance, such as cost, quality, service, and speed.

focus on how companies compete and strategies that lead to competitive advantage.

identifying the most effective practices in key work processes in organizations that perform similar functions, no matter in what industry.

studying products or business results against competitors to compare pricing, technical quality, features, and other quality or performance characteristics.

• competitive
• Process
• Strategic

approaches that produce exceptional results, are usually innovative in terms of the use of technology or human resources, and are recognized by customers or industry experts.

the search of industry best practices that lead to superior performance.”

an intense or rapid improvement in which a department throws all of its resources into an improvement project

a Japanese word that means gradual and orderly continuous improvement

• Planning
• Execution
• Assessment
• Revision

the time it takes to accomplish one cycle of a process

First, process control methods are the basis for effective daily management of processes. Second, long-term improvements cannot be made to a process unless the process is first brought under control.

the activity of ensuring conformance to requirements and taking corrective action when necessary to correct problems and maintain stable performance

include failure to signal service inadequacies, to learn from experience, to adjust expectations, and to execute appropriate post-encounter actions.

such as inattention, misunderstanding, or simply a memory lapse, and include failure to remember steps in the process or to follow instructions.

such as the failure to bring necessary materials to the encounter, to understand their role in the service transaction, and to engage the correct service.

such as unclean facilities, dirty uniforms, inappropriate temperature, and document errors.

in the contact between the server and the customer, such as lack of courteous behavior, and failure to acknowledge, listen, or react appropriately to the customer.

include doing work incorrectly, work not requested, work on the wrong order, or working too slowly

Task, Treatment, Tangible, customer in preparation, Customer during encounter, customer at resolution

• password set for web account
• jump drive

mistake proofing process using automatic devices or simple methods to avoid human error

time where elements actually transform the product

mass customization

refers to the ability to adapt quickly and effectively to changing requirements

flexibility and short cycle times

• Physical facilities
• Employee Behavior
• Professional Judgment

describes the specific steps in a process such as a flowchart

temporary work structures that start up, produce products or services, and then shut down

all activities associated with planning, scheduling, and controlling projects

• Value creation processes - running the business
• Design process- develop functional product specs
• Production process- create the product
• Support process- most important to value creation

Repeatable and measurable

Design, Control, Improve

• prevent defects
• eliminate waste and redundancy
• lead to better quality

is a sequence of linked activities that is intended to achieve some result