Control & quality

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controlling plus quality = customer satisfaction

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Control & quality

  1. 1. CHAPTER 5 & 6 : CONTROLLING & QUALITY
  2. 2. DEFINITION OF CONTROLLING  The process to assure that actual activities conform to planned activities (STONER)  The process of monitoring performance & taking action to ensure desired results (SCHERMERHORN)  Monitoring the performance of the organization, identifying deviations between planned & actual results, & taking corrective action when necessary
  3. 3. THE CONTROL PROCESS
  4. 4. TYPES OF CONTROL Types of control details Pre action control (feed- foward control) •Initiated before the start of production / service activity •Purpose : to anticipate potential problems & prevent them from occurring Steering control (concurrent control) •Focus on what occurs during the work processor the transformation process •Goal : to spot problems & take corrective action before final results are achieved Screening control (Yes of No control) •Specify check points that must be successfully passed before an activity proceeds futher Post-action control •Known as corrective action •Controlling takes place after an action
  5. 5. CHARACTERISTICS OF AN EFFECTIVE CONTROL SYSTEM  Accurate (information)  Timely  Objective – understandable & measureable  Flexibility  Acceptable by organizational members  Utilize all steps of the control process  Corrective action
  6. 6. DEFINITION OF QUALITY  Performance to the standard expected by the customer (FRED SMITH)  Meeting the customer’s needs the first time and every time (GSA)  Providing our customers with products & services that consistently meet their needs & expectations (BOEING)
  7. 7. DEFINITION OF TQM  A commitment to excellence by everyone in an organization that emphasizes excellence achieved by teamwork & a process of continuous improvement (MONDY)  Total : everyone associated with the company is involved in continuous improvement  Quality : customers’ expressed & implied requirements are met fully
  8. 8. THE DIFFERENCE BETWEEN TQM & TRADITIONAL MANAGEMENT PRACTICE TQM Traditional management •Customer focus •Management focus •Quality first •Profit first
  9. 9.  Philip B. Crosby “ Quality is free because the small costs of prevention will always be lower than the costs of detection, correction & failure.”  Kaoru Ishikawa He is recognized for contributing to the emergence of quality circles, where workers meet to discuss suggestions for improvements.
  10. 10. THE MAIN IDEAS (TQM)  A system approach  The tools of TQM  A focus on customers  The role of management  Employee participation
  11. 11. 5 PILLARS OF TQM

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