The introduction to quality and performance excellence was used in the lecture-discussion for students at Holy Angel University. Related issues that confront today's topic on quality and performance can use this in their lessons.

6.  High performance workforce environment
 High workforce engagement and
motivation
 Empowerment multiplication among
workforce
 Teamwork in reaching goals
 Recognition and reward appreciation
 Skills forTeam members

7.  JURAN’s philosophy sought to improve
quality by working within the system
familiar with managers designed to fit
company’s current strategic business
planning; employees at different levels of
an organization speak their own languages
 JURAN focused on ensuring conformance ;
quality cost accounting and analysis to
focus attention on quality problems

8. • Well developed quality systems
focused on technical issues such as
equipment reliability, inspection, defect
measurement, and process control.
• Transition to Customer-Driven-
product design, HRM, supplier relations
• HR practices- empowering workers on
research, critical operations decisions,
responsibility, etc.
• Lastly, on the Eight (8) quality
dimensions of manufactured products

9.  PERFORMANCE
 FEATURES
 RELIABILITY
 CONFORMANCE
 DURABILITY
 SERVICEABILITY
 AESTHETICS
 PERCEIVED QUALITY

10. • Primary or complementary activity
associated to the Physical Product
• Handling Complaints/ “Honored Guest”
• High Degree of Customization that fit
various types of customers
• Intangible and not replaceable but
followed up by apologies & reparations
•Produced and consumed simultaneously
• Generally, are Labor intensive and
customers are involved in the service
process

11.  HEALTH CARE
 EDUCATION
 GOVERNMENT
 NON PROFIT
ORGANIZATIONS

12. • Numerous non profit organizations are
adopting quality principles due to their
impact on society/ public
•The use of technologies are advocated
to reduce human errors
• Re structured quality assurance staff
• Re-engineered core manufacturing
processes for simplification preventing
errors
•Investment on facilities for efficient and
effective adoption of new technology

13. • Read the next topic “Principles and
Practices to TQM and Performance
Excellence.
• Answer the following “Cue” questions
and pass them next meeting before the
start of the next lesson.
1. How might TQ apply to your personal
life?
2. Cite an example in which you did not
purchase a product or service
because of lack of dissatisfiers as
defined in this lesson.
Continuous Quality Improvement
by James R. Evans Pages 23-35