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Chapter 2 – Total Quality in Organizations

Chapter 2 – Total Quality in Organizations. Manufacturing / Service Education, Health Care, Small Businesses, Public Sector. Types of Organizations. Manufacturing Service Special service cases Health Care Education Public Sector (Government) Other. Manufacturing - 1. Marketing

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Chapter 2 – Total Quality in Organizations

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  1. Chapter 2 – Total Quality in Organizations Manufacturing / Service Education, Health Care, Small Businesses, Public Sector SJSU Bus 142 - David Bentley

  2. Types of Organizations • Manufacturing • Service • Special service cases • Health Care • Education • Public Sector (Government) • Other SJSU Bus 142 - David Bentley

  3. Manufacturing - 1 • Marketing • Product Development • Materials Management • Purchasing (Procurement) • Production Planning and Control • Production • Tooling SJSU Bus 142 - David Bentley

  4. Manufacturing - 2 • Industrial Engineering • Process Design • Final Test and Inspection • Logistics • Packaging • Shipping • Warehousing • Installation and service SJSU Bus 142 - David Bentley

  5. Manufacturing vs. “Service” SJSU Bus 142 - David Bentley

  6. Service - 1 • Customer requirements more difficult to specify • Impact of lost customers • Input variation • Output variation • Quality improvement activities SJSU Bus 142 - David Bentley

  7. Service - 2 • Key service elements • Employees • Information technology • Quality more difficult to achieve in service • Wrong to reach conclusion that quality is not posssible SJSU Bus 142 - David Bentley

  8. Health Care - 1 • Joint Commission on Accreditation of Healthcare Organizations (JCAHO) • National Committee for Quality Assurance (NCQA) • Institute for Healthcare Improvement (IHI) • Inclusion of health care organizations in the Baldrige Awards SJSU Bus 142 - David Bentley

  9. Health Care - 2 • Impact of poor quality • Rising costs • Misdiagnosis • Unnecessary treatment • Appropriate treatment not given • Death • Individual providers making progress in improving quality SJSU Bus 142 - David Bentley

  10. Education - 1 • Example of quality in education: Koalaty Kid • Business/higher education partnerships • The Academic Quality Improvement Project (AQIP) (next slide) • Inclusion of education organizations in the Baldrige Awards SJSU Bus 142 - David Bentley

  11. Education – 2 (AQIP criteria:) • Help students learn • Accomplish other district objectives • Understand student and other stakeholder needs • Value people • Lead and communicate • Support institutional operations • Measure effectiveness • Plan continuous improvement • Build collaborative relationships SJSU Bus 142 - David Bentley

  12. Education – 3 (SJSU) • Quality Policy – Div’n of Finance & Admin. • “The employees of the Administration and Finance Division commit to deliver prompt, exceptional service, and reliable, useful information through clear, responsive interchange with our customers.” • SJSU Strategic Planning Goals (Quality) • http://www.sjsu.edu/strategicplan/ • Click on Goals 2010 SJSU Bus 142 - David Bentley

  13. Public Sector • Federal Government • Federal Quality Institute • President’s Quality Award • State and Local Government • California: http://www.calepa.ca.gov/publications/Quality/Model.pdf • San Jose: http://sanjoseca.gov/quest/ SJSU Bus 142 - David Bentley

  14. Small Businesses / Non-Profits • Slower than larger commercial organizations to embrace quality • Emphasis is on sales and market growth, cash flow, responding to problems (rather than preventing them) • Limited resources available (people, knowledge, time) • Requires leadership from the top SJSU Bus 142 - David Bentley

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