...Quality Systems for Business Excellence MT1026F Main Diet Unit 2 For 2011 Researching on Contribution of Organisation Learning that Develop Organisation Excellence by Using the European Framework for Quality Management Name: Shaun Amirthalingam 0705668 Matthew Peh Voon Yang 0805185 Boo Tong Kwong 0805183 Table of Content Title | Page Number | 1.0 Introduction | 3 | 2.0 Learning Organisation2.1 Inspiration and Motivation2.2 Empowerment2.3 Accumulating and Sharing Internal Knowledge2.4 Gathering and Integrating External Information2.5 Enabling Creativity | 4-5 | 3.0 European Foundation of Quality Management3.1 The Good of EFQM3.2 EFQM Developing Organisation Learning3.3 Limitation of Organisation Learning | 6-13 | 4.0 Conclusion | 14 | Referencing and Bibliography | 15-18 | Researching on Contribution of Organisation Learning that Develop Organisation Excellence by Using the European Framework for Quality Management 1.0 Introduction It is a huge change that has accelerated over the past few decades in the economy. During the 20th century, organisations always focused at traditional factors for production on tangible resources such as equipment, land and money. Almost every organization...
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...follows the order in the past. Esprit de corps: after Chris went to an Outward Bound course and learned the value of teamwork. Stability and tenure of personnel: Chris giving his employee formal training so they can do their job well. 2.- I believe that Mary Parker Follett would congratulate Chris Martin’s managerial style as he came to supports his employee and learned the value of teamwork; as a result Chris was able to motivate his staff’s performance through cooperation and a spirit of unity. 3. - Theory Y manager. Chris is committed to the company and his employees. Offering training to employees, employee involvement and share profit as rewards. 4. - Open system, he is engaged with his employees. 5.- In Search of Excellence: Lessons from America's Best-Run Companies, Thomas J. Peters and Robert H. Waterman Jr., 1982 because 36 companies were analyze and in my opinion it is always better to have different points of view form different sources rather than just one. I believed different sources can give mangers a more ample and better picture due to different case scenarios are analyze providing variety of examples and...
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...about at home car repairs, some required tools and equipment are not available for use in the driveway or garage. Researching a few backyard mechanics you will find the same problems. In addition, many people that rent homes and apartments are not allowed to work on automobiles on the premise, of the rental property; in the city of Norfolk it is illegal and by owner discretion in others. Roderick Williams has been a vendor at a local flea market for over 10 years and through his consumer connections, he was often asked does he know of someone that can fix this or repair that. Another vendor sells stereo equipment, but there is no one to install the equipment, especially on rainy days or inclement weather. This has the potential to be a business. There is a need and want for a facility to accommodate the local consumer to do their own auto repairs. In addition, local mechanics can make extra money when friends or family are in need of car repairs. The many car clubs and motorcycle associations are a good group of potential customers. The birth of 7 Cities Do It...
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...IJFPSS, Vol.1, No.2, pp. 35-38, Dec, 2011 H. Darestani Quality excellence model: A review of researches in Developing countries Wan Khairuzzaman Wan Ismail1, Hassan Darestani2*, Maziar Azimzadeh Irani3 1 2 International Business School (IBS), Universiti Teknologi Malaysia (UTM), Malaysia Faculty of Management and Human Resource Development, Universiti Teknologi Malaysia (UTM), Malaysia, 3 International Business School (IBS), Universiti Teknologi Malaysia (UTM), Malaysia dhassan2@live.utm.my (Received Nov 2011; Published Dec 2011) ABSTRACT There have been fundamental changes in management since 1950, and these changes are still affecting enterprises around the glob. Quality as the main issue of these changes has received special consideration. The European foundation for quality management (EFQM) was established in 1988 in order to achieve quality leadership and continuous improvement. EFQM is a model which is designed for all kinds of organization and with utilizing self assessment as a strategic tool helps companies to identify their weaknesses, strengths and areas of improvement. This paper reviews some of the studies conducted in developing countries about applying EFQM in enterprises with special attention to small and medium-sized enterprise (SMEs). The main purpose of this study is to find whether EFQM model have been successful in building winning and efficient organizations in developing countries. Due to the situation of global market and competitive...
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...issues have been identified facing the Hotel group, including lack of a formal method of collecting information; the demand of beds by the tourists compared to the supply; competition and tight budgets set by the head office. It is evident that the application of the EFQM model, especially the nine criteria, will enable the company to overcome these issues and improve on its performance. This is based on the fact that some companies, especially in Europe, have made use of the model and have turned out to be successful. In order to be successful, the Squire Hotel Group should make sure that it offers proper training to the employees, develops constant enhancement processes; incorporates self assessment procedures into policy development and business planning cycles, and collects suitable data and employs it during the day to day management. However, some of the drawbacks faced during implementation encompass active commitment from senior management, development of novel skills in the organizational individuals, as well as efficient communication between the people and the management. Introduction The EFQM model 2010 is a non-rigid framework that is founded on nine principles. These criteria encompass leadership; strategy; people; partnership and resources; processes, products and services; customer results; society results; people results; and key results (EFQM, 2010). The criteria are divided into two, whereby the first five are enablers whilst the last four are results. The enablers...
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...EFQM Excellence Model What does it mean? The EFQM is the abbreviation of European Foundation for Quality Management and is a not-for-profit membership foundation in Brussels, established in 1989 to increase the competitiveness of the European economy. The initial impetus for forming EFQM was a response to the work of W. Edwards Deming and the development of the concepts of Total Quality Management. What kind of model it is? The EQFM has a model which provides a holistic view of the organisation and it can be used to determine how different methods fit together and complement each other. The Model can therefore be used in conjunction with any number of tools, based on the needs and function of the organisation, as an overarching framework for developing sustainable excellence. There is not a specific type of companies which can participate in the competition some of the main areas we can find here are: education, energy & utilities, healthcare, IT & Technologies, Manufacturing, Material, NGO/Associations, Public Administration, Retail, Services and Transport & Logistics. But in order to become a member of this organization you must pay a fee which is based on the annual turnover of the organization Annual Turnover | Category | Standard Fee | More than 1 billion Euros | A | €11,000 | Between 100 million and 1 billion Euros | B | €5,500 | Between 5 million and 100 million Euros | C | €2,700 | Less than 5 million Euros | D | €1,350 | What...
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...SQUIRE GROUP OF HOTELS CASE STUDY The Squire’s group hotel has been doing good performance wise, even though it has several issues. The rooms department is actually executing well because of the hotel becoming continuously maintained at higher occupancy levels. Nevertheless, the food and also beverage part of the hotel group is not completing the task effectively. This is certainly pointed out by the Restaurant Manager, Elizabeth Dickens, just who says the fact that she actually is compelled by higher management to lessen expenses which consequently tend to be influencing her restaurant to the level that she actually is losing customers. These are generally excellent methods of any hotel's performance. The complaints program is inadequate that makes being able to access customer fulfillment very hard, which makes it challenging to measure exactly how the company does regarding trying to keep customers pleased. The organization nevertheless is attempting to boost their own place within the market as well as continuously trying to attain a top quality associated with services, nevertheless with no real proof they are attaining these objectives via feedback through surveys or even feedback coming from customers, it is difficult to gain access to this particular apart from to state that actually they are succeeding because of the undeniable fact that occupancy at their own hotels is definitely higher. Also, Is actually the senior administration ‘away from reality’? Senior administration...
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...Excellence in Business Comm., 10e (Thill) Chapter 1 Achieving Success Through Effective Business Communication 1) Communication is the process of A) transferring information and meaning. B) listening actively. C) writing messages. D) speaking to others. E) none of the above. Answer: A Explanation: A) Communication is the process of transferring information and meaning between senders and receivers, using one or more written, oral, visual, or electronic media. The other answers are only part of the communication process. Diff: 2 Page Ref: 3 Skill: Concept Objective: 1 AACSB: Communication Abilities Learning Outcome: Discuss the challenges and importance of business communications. 2) When it comes to communication skills, employers express particular frustration with A) experienced workers who shun new technologies. B) recent college graduates who haven't learned how to adapt to a professional environment. C) employees whose first language is not English. D) male workers. E) employees who believe they are tech-savvy. Answer: B Explanation: B) Not all situations call for the same type of communication skills. If you learn to write well, speak well, listen well, and recognize the appropriate way to communicate in any situation, you will gain a major advantage that will serve you well throughout your career. The other groups of employers are not necessarily going to have trouble communicating in a professional environment at all times. Diff:...
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...House No. 10, Pensionpara Road, Goswami Service, Guwahati -781003, Assam, India Date: 15-01-2014 Selection Committee, RWTH International Academy GmbH Templergraben 55 52062 Aachen, Germany Dear Sir/ Ma’am: I hope you will consider me as a strong applicant for the Masters programme in “Computer-Aided Conception and Production in Mechanical Engineering” with particular interest in mechanics and design with respect to Automobile Design which is scheduled in Winter 2014 which I identified on your website. It would be of immense pride for me to join such a program. I graduated in 2013 with a Bachelors of Engineering in Mechanical Engineering with First Class (Honours), from Royal School of Engineering & Technology, India affiliated to Gauhati University, India. I was ranked among the top five percent with a score of 78.56%. My goal is to be a foremost professional with expertise in Mechanical Engineering, Automobile Production and Process Design. My undergraduate studies of engineering mechanics, strength of material, design of machine materials & components, mechanics of material, numerical methods and manufacturing & workshop technology had exposed me to the reality and demand of my choice of career and have provided me with the rudiment, which I am optimistic this programme would enhance in achieving my goal. Moreover my undergraduate study has given me a comprehensive exposure to a wide spectrum of courses, namely, Theory of Machines, Engineering Graphics, Computational Fluid Dynamics...
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...Arch Creek as a Concert Venue JWU student life is something that all of us as students look forward to. It is important for students to be motivated by the events that are created for them. In this case we are planning a concert venue for the students to enjoy, something from all of us to all of us. A concert requires all the people to be happy and enjoying the music which they are listening to. To be able to do this we have to take into consideration the location of the stage, the space for the people to have enough space to jump and enjoy themselves, and a good sound system which will not reproduce any eco for the attendees. Arch Creek is the soccer field of the school and we have decided to to the concert venue in that space. Something to take into consideration is that the perimeter of arch creek is not entirely squared. The soccer field fits in there but towards the east Arch Creek takes more of a circular figure. The idea is to have the stage on the back (east) close to the shops that are behind. This way the stage will be there, but the sound will be projected towards the parking lot of JWU, which is perfect since the attendees will be looking towards the stage in the east side. The concert venue will be held during the afternoon which makes the sun coming down on the west side. This means that the attendees will receive sun in their backs but will be able to see the concert perfectly. For the bands playing they will have space behind the stage for them to prepare and...
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...Factors which affect access to Complementary Therapies. There are many things which can affect access to complementary therapies. The ones I will be explaining are: • Physical Factors • Socio-economic Factors • Education Factors • Cultural Factors • Geographic Factors Many people will experience many physical factors such as pain and mobility problems, some individuals may feel that it’s best to take orthodox medicines which are the best pain relief or option for them, this includes treatments such as paracetamol and ibuprofen. However, some people might have side effects from medicines, therefore they choose to have alternatives, such as, massage and acupuncture. This means that pain can be taken away without any side effects. However, therapies might not be seen as the best option as they’re time consuming as the pain isn’t eliminated straight away, therefore it can be expensive as they will need several treatment so orthodox treatment seems more beneficial for them. Therefore, this is a socio-economical factor as well as physical as some individual might not be able to afford the treatment if it’s not on the NHS and if it is on the NHS, they might not be able to wait for the treatment as they’re in a lot of pain which makes it a problem for those who can’t afford it. Education is another factor which affects access to complementary therapies. Many individuals just go to their local surgery for an appointment with the GP, who will prescribe them some orthodox...
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...Customer Service Excellence: How to Win and Keep Customers Providing customer service excellence is what will keep your customers coming back. Customer service excellence will give you the competitive advantage you need to survive in a tough and increasingly uncertain business climate. In today’s customer-oriented business environment, "people skills" are critical for personal and organizational success. How you handle your customers can directly affect your individual goals as well as your team’s and company’s performance. This customer service training seminar gives you the skills you need to communicate professionalism, gain respect, enhance customer relationships and secure an overall competitive advantage through customer service excellence. How You Will Benefit • Deliver better, faster service and increase customer satisfaction • Learn how to gain repeat business • Know what customers expect • Increase your credibility with customers—and your value to your organization • Manage stressful situations more effectively • Recognize the signals of customer irritation—and how to respond appropriately and assist in quickly finding a workable solution to your customer’s problem What You Will Cover • The benefits of excellent service • Focusing on customer service success • How customer service creates revenue • Why customer satisfaction is based on perceptions • Focusing on customers’ top two expectations...
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...each handling 10 to 15 plants and an administrative staff of about five people who would operate across all business divisions and be basically "on call" to serve the needs of the businesses. The field HR reps would perform basic-level employee relations functions and ensure legal compliance as well as communicate HR program changes and consult one on one with plant-level line managers on plant-level HR issues. The design of more strategic programs that would support overall business needs would come from the Centers of Excellence group. Business unit leaders would contact Centers of Excellence people directly with needs. The cost for this organizational structure was the lowest of the two, since there would not be much support directly provided to the general managers of each business. Instead, most support would be directed at the plant level, where most employees resided. Under the hybrid organizational model, there would be few people left in at the business unit level. The company would be organized by two sectors: consumer and industrial. Each sector would be led by a VP of HR. He or she would have a director of employee relations and a director of compensation and organizational development reporting to him or her. These two individuals, along with the VP, would provide the link between the general managers of the businesses in the sectors and the Centers of Excellence. Since these three people would be able to attend some meetings, participate in planning sessions, and frequently...
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...Information Systems in Global Business Today True-False Questions 1. Internet advertising is growing at a rate of more than 30 percent a year. Answer: True 2. Difficulty: Hard Reference: p. 6 A business model describes how a company produces, delivers, and sells a product or service to create wealth. Answer: True Difficulty: Easy Reference: p. 11 3. Information technology (IT) consists of all the hardware that a firm needs to use in order to achieve its business objectives, whereas information systems consist of all the software and business processes needed. Answer: False Difficulty: Medium Reference: pp. 13–14 4. Computers are only part of an information system. Answer: True Difficulty: Easy Reference: p. 16 5. Information systems literacy describes the behavioral approach to information systems, whereas computer literacy describes the technical approach. Answer: False Difficulty: Easy Reference: p. 16 6. The dimensions of information systems are management, organizations, and information technology. Answer: True Difficulty: Easy Reference: p. 16 7. In order to understand how a specific business firm uses information systems, you need to know something about the hierarchy and culture of the company. Answer: True Difficulty: Easy Reference: pp. 17–18 8. Developing a new product, fulfilling an order, or hiring a new employee are examples of business processes. Answer: True Difficulty: Easy Reference: p. 7 1 9. Business processes are logically...
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...Doing the right thing— the PwC way Code of conduct Acting professionally. Doing business with integrity. Upholding our clients’ reputations as well as our own. Treating people and the environment with respect. Acting in a socially responsible manner. Working together and thinking about the way we work. Considering the ethical dimensions of our actions. This is the PwC Experience, expressed in our Code of conduct. Clients People and teams We focus on client value We focus on enhancing the value of our people Value We put ourselves in our clients’ shoes We share and collaborate We invest in client relationships 2 Ownership & Accountability We put ourselves in each other’s shoes Robust dialogue Trust-based relationships We share and collaborate We invest in teams and relationships Putting our values in action Our values—excellence, teamwork and leadership Achieve excellence Delivering what we promise and adding value beyond what is expected. We achieve excellence through innovation, learning and agility. Develop teamwork The best solutions come from working together with colleagues and clients. Effective teamwork requires relationships, respect and sharing. Excellence Teamwork Leadership Inspire leadership Leading with clients, leading with people and thought leadership. Leadership demands courage, vision and integrity. 3 Code of conduct PwC1 is one of the world’s pre-eminent ...
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