...UNIVERSITY OF NAIROBI COLLEGE OF EDUCATION AND EXTERNAL STUDIES SCHOOL OF CONTINUING AND DISTANCE EDUCATION DEPARTMENT OF EXTRA MURAL STUDIES MASTERS OF ARTS IN PROJECT PLANNING AND MANAGEMENT LDP 607: PROJECT TOTAL QUALITY MANAGEMENT TERM PAPER: ADOPTION OF TQM IN PROJECT ORGANISATIONS IN KENYA SUBMITTED BY: MARK NDIRANGU IRUNGU L50/76218/2014 On: 24TH April 2015 Assignment Submitted in Partial Fulfillment of the Requirement for the Award of Master of Arts In Project Planning and Management in the Department of Extra-Mural Studies University of Nairobi TABLE OF CONTENTS 1. ABSTRACT 2. INTRODUCTION 3. ORIGIN OF THE QUALITY MOVEMENT 4. EVOLUTION OF TQM 5. THE CONCEPT OF INNOVATION, DIFFUSION AND ADOPTION IN MANAGEMENT 6. IMPLICATIONS FOR TQM ADOPTION IN ORGANIZATIONS 7. A CASE OF KENYA WILDLIFE SERVICES 8. A CASE OF THERMAL POWER PLANTS IN KENYA 9. CONCLUSION 10. REFERENCES Abstract In the global marketplace, there is increasing competition among producers and marketers of goods and services, so that the focus for competitive advantage has come to be on quality. An attempt to improve quality in organizations has led to the advancement of the management philosophy called total quality management (TQM). The service sector is getting competitive every day. In order to be successful Quality Management (QM) practices ought to be the integral part of any organization’s strategic management. Kenya’s...
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...United States Environmental Protection Agency Solid Waste and Emergency Response (5302W) Policy, Economics & Innovation (1807T) EPA100-R-03-005 October 2003 www.epa.gov/ innovation/lean.htm Lean Manufacturing and the Environment: Research on Advanced Manufacturing Systems and the Environment and Recommendations for Leveraging Better Environmental Performance ACKNOWLEDGMENTS This report was prepared for the U.S. Environmental Protection Agency's Office of Solid Waste and Emergency Response (OSWER) and Office of Policy, Economics, and Innovation (OPEI). Ross & Associates Environmental Consulting, Ltd. prepared this report for U.S. EPA under contract to Industrial Economics, Inc. (U.S. EPA Contract # 68-D9-9018). DISCLAIMER The observations articulated in this report and its appendices represent Ross & Associates’ interpretation of the research, case study information, and interviews with lean experts and do not necessarily represent the opinions of the organizations or lean experts interviewed or researched as part of this effort. U.S. Environmental Protection Agency (EPA) representatives have reviewed and approved this report, but this does not necessarily constitute EPA endorsement of the observations or recommendations presented in this report. Lean Manufacturing and the Environment: Research on Advanced Manufacturing Systems and the Environment and Recommendations for Leveraging Better Environmental Performance Table of Contents Executive Summary...
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...Page :: 1 ITIL® v3 Foundation Study Guide Release Version 4.2.2.5 About taruu ................................................................................................................................................... 5 Overview ....................................................................................................................................................... 5 Additional Exam Resources........................................................................................................................... 5 General Exam Tips......................................................................................................................................... 6 What’s On the Exam ..................................................................................................................................... 7 ITIL Core Concepts ...................................................................................................................................... 12 Services ................................................................................................................................................... 12 Service Management .............................................................................................................................. 12 ITIL as a Good Practice Framework ......................................................................................................... 12 The Service Lifecycle ...........
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...310.2.3-08 Bermuda Dunes Consulting Welcome to the Bermuda Dunes Consulting team. We are dedicated to providing a positive and uplifting work environment to all who work here. In doing so, we are a leading example of how a company should treat its employees. You have been selected to join our team not only based on your knowledge and experience but on your personality traits and enthusiasm which we feel will enhance our organization and therefore be the example for the companies we work with. We are happy to have you on our team and look forward to working together to become the best consulting firm in the area. Mission Statement: Bermuda Dunes Consulting (BDC) will provide quality consulting services to our clients in order to help them achieve their business goals while maintaining that ethics, commitment and fairness are the cornerstone of its business. STANDARDS AND PROCEDURES Every employee is expected to: • Report to work on times as scheduled. If an employee is going to be more than 10 minutes late, he or she must contact their supervisor. If an employee is tardy more than three times in a 90 day period, disciplinary action will be taken up to and including termination. • Once an employee reports to work, it is his or her responsibility to remain positive and helpful to coworkers at all times. • Employees must maintain professionalism at all times. • Employees must provide excellent customer service at all times while at work. If...
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...Integrating the available information of an organization allows employees to have immediate access that may be crucial to a customer’s delivery. Customers value the open visibility of their supplier to track any material that has been shipped. Strategic Goals, Core Competencies, and Competitive Advantage Riordan’s strategic goals and objectives are to leverage its successful supply chain to integrate easily the production and distribution of the new bottle line. Riordan has the relevant experience and the necessary resources to integrate successfully the new bottle line into our supply chain with the minimum of disruption. After the integration of the new bottle line is complete, the supply chain will be subject to continual monitoring and improvement. Riordan’s core competency is manufacturing quality plastic products. Riordan’s competitive advantage is the organizational focus solely on...
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...Producing R E S U LT S Proven Solutions in Today’s Challenging World WORLD CONFERENCE ON QUALIT Y AND IMPROVEMENT 2012 ASQ MAY 21–23, 2012 Anaheim, California Anaheim Convention Center wcqi.asq.org Preliminary Program General Information 2012 ASQ WORLD CONFERENCE ON QUALIT Y AND IMPROVEMENT Conference Location Anaheim Convention Center 800 West Katella Avenue Anaheim, CA 92802 www.anaheimconventioncenter.com Attendee Registration Hours (Subject to change) Saturday, May 19 2:00 p.m. – 5:00 p.m. Sunday, May 20 9:00 a.m. – 1:00 p.m. 5:00 p.m. – 8:00 p.m. Monday, May 21 7:00 a.m. – 5:00 p.m. Tuesday, May 22 7:30 a.m. – 5:00 p.m. Wednesday, May 23 7:30 a.m. – 10:00 a.m. Registration will be located in the Anaheim Convention Center. Dates Tips to Lead You to Savings Check out these savings opportunities to stretch your conference travel budget— without missing out on the premier quality conference of 2012! Save big when you: Preconference Events Monday, May 14 – Sunday, May 20 Conference Dates Monday, May 21 – Wednesday, May 23 Conference Presentations Approximately two weeks prior to the conference, all registered attendees will receive access to the PowerPoint presentations for the sessions of the World Conference and each of the four conferences held concurrently with it (Institute for Continual Quality Improvement, Institute for Software Excellence, Quality Institute for Healthcare, and Quality in Sustainability Conference). and save...
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...he wants to provide first-class transportation to his customers. His goals are realistic for the first year with an anticipated -$50,000 in revenue, and 10% turnover. The success of the business’s performance management will ensure there will not be any additional lost revenue, and turnover stays at, or under target. The goals set in place lay the foundation for the future of this company, and a clearly defined PMF will foster highly engaged employees and lead to continual revenue growth. It is imperative Mr. Stonefield’s employees have the necessary job skills to allow Landslide Limousine to achieve its goals and gain a positive reputation. A job analysis is “The process of obtaining information about jobs, including the tasks to be done on the jobs as well as the personal characteristics necessary to do the tasks” (Cascio, 2013, p.690). Mr. Stonefield has elected Atwood and Allen Consulting to conduct the job analysis process to identify the skills his employees will need. The job analysis process, or in this case, processes, have been identified, but additional time is required to act out these processes. The first process is observation. “The analyst simply observes a worker or group of workers doing a job. Without interfering, the analyst...
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...AUDITING CASE STUDY ACCT: 407-01 3/31/2010 The general definition of an audit is an evaluation of a person, organization, system, process, enterprise, project or product. Audits are performed to ascertain the validity[->0] and reliability[->1] of information; also to provide an assessment of a system's internal control[->2]. The goal of an audit is to express an opinion on the person / organization/system (etc) in question, under evaluation based on work done on a test basis. Due to practical constraints, an audit seeks to provide only reasonable assurance that the statements are free from material error. Hence, statistical sampling is often adopted in audits. In the case of financial audits[->3], a set of financial statements are said to be true and fair when they are free of material misstatements - a concept influenced by both quantitative and qualitative factors. Audit is a vital part of accounting[->4]. Traditionally, audits were mainly associated with gaining information about financial systems and the financial records of a company or a business (see financial audit[->5]). However, recent auditing has begun to include other information about the system, such as information about security risks, information systems performance (beyond financial systems), and environmental performance. As a result, there are now professions conducting security audits, IS audits, and environmental audits[->6]. In financial accounting[->7], an audit is an independent assessment...
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...1.0 Introduction Customer call centers are increasingly playing a crucial role in providing higher customer satisfaction (Anton, 1997). Many business organizations have invest heavily in call centers as they see it as an effective way to keep customer satisfied as well as gaining competitive advantages. The purpose of this study is to critically access the operational method and strategies adopted in a technical support department of a call center in order to provide maximum customer satisfaction. The selected organization is a multinational information technology (IT) corporation from the United State. The company provides IT related hardware and services to home and business users across 120 countries. It has about hundred thousand employees in 30 locations worldwide. The organization emphasizes on delivering exceptional customer experience and treat customer satisfaction as its priority focus. 2.0 The organization functional groups The organization consists of eight functional groups that work closely together to achieve organizational goal. The functional group can be categorized under two functional type; external customer facing and internal customer facing. The external customer facing functional groups are sales and marketing, technical support and customer service department. The internal customer facing functional group are human resource, finance and accounting, information system, procurement and logistic, and product design and development department. Operation...
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...Success and Project Governance used ensuring control, accountability and responsibility over project management activities. Since 2003, the department of AIS, University of Johannesburg has been conducting regular surveys to identify issues that pertain to the management of level in South Africa. Who are the researchers? The study is presently being carried out by Mr. Kwete Nyandongo from the University of Johannesburg. Other academics and senior students will also be involved. What do we request of you in the study? Participation in this survey is voluntary and anonymous. By completing and returning this questionnaire, you agreed to participate in this research and to the publication of the results with the understanding that anonymity will be preserved. Although this is an anonymous survey, space is provided at the end of the questionnaire for contact details of people who would be prepared to make themselves available for short follow-up interviews. The questionnaire will take you, at most, 30 minutes to complete. The majority of questions are in multiple choice format and we ask that you select the most appropriate answer. However, in some cases there is space to provide your own input should you wish to do so. How are we going to use the results? This is an anonymous survey. We are not attempting to uncover your identity, the identity of your organisation or examine the responses on an individual basis. The results of the project will be published, but you may...
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...Is Sales Ethics an Oxymoron? Introduction It has been said that sales ethics is an oxymoron. In this paper, this topic will be discussed. First, what is an oxymoron? It can be explained as the bringing together of two apparently contradictory concepts such as 'a great defeat' or 'humiliating honor'. From this topic, it is saying that sales ethics is an oxymoron which indicates that there is no ethic in sales. It is suggesting that sales are in some degree unethical. For example, it may believe that ales or business is integrally harmful. Or we can say it is at best amoral and it is beyond the normal moral considerations. In order to better discuss the statement of the question, it is necessary for us to define the meaning 'sales ethics'. Sales or business ethics is the application of ethical values to business behaviour or sales function. When the first trade happened the argument of sales ethics (business ethics) has had drown a great attention (i.e. the Code of Hammurabi, created nearly 4,000 years ago, records that Mesopotamian rulers attempted to create honest prices. In the fourth century BCE, Aristotle discussed the vices and virtues of tradesmen and merchants. The Old Testament and the Jewish Talmud discuss the proper way to conduct business and even includes topics such as fraud, theft, misleading advertisements, environmental issues and just prices. ) Throughout the history of commerce to today, the issues of business ethics is a continuous source of debate as it...
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...HISTORY OF ORGANIZATIONAL DEVELOPMENT In the late 1960s organizational development was implemented in organizations via consultants, but was relatively unknown as a theory of practice and had no common definition among its practitioners. Richard Beckhard, an authority on organizational development and change management, defined organizational development as "an effort, planned, organization-wide, and managed from the top, to increase organization effectiveness and health through planned interventions in the organization's processes, using behavioral-science knowledge" (Beckhard 1969). Throughout the 1970s and 1980s organizational development became a more established field with courses and programs being offered in business, education, and administration curricula. In the 1990s and 2000s organizational development continued to grow and evolve and its influences could be seen in theories and strategies such as total quality management (TQM), team building, job enrichment, and reengineering. RATIONALE AND IMPLEMENTATION Organizational development takes into consideration how the organization and its constituents or employees function together. Does the organization meet the needs of its employees? Do the employees work effectively to make the organization a success? How can the symbiotic relationship between employee satisfaction and organizational success be optimized? Organizational development places emphasis on the human factors and data inherent in the organization-employee...
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...ITIL® Service Management Practices V Qualifications Scheme ITIL Service Management Practices Contents 1. Scope and purpose of document 1.1. Synopsis 1.2. Suggested reading 2. ITIL Overview 2.1. What is ITIL? 2.2. What does ‘official scheme’ mean? 2.3. Who is involved in the official scheme? 3. About OGC 4. About APM Group 5. About the ITIL Qualifications Board 5.1. Functions 5.2. Working practices 6. About Examination Institutes (EIs) 7. About Accredited Training Organizations 7.1. About ATO Affiliates 8. About the ITIL user forum 9. About ITIL V3 Examinations 9.1. Overview 9.1.1. Syllabuses 9.1.2. Examination questions 9.1.3. Examination format 10. The ITIL V3 Qualifications Scheme 10.1. Overview 10.2. Design 10.3. Scheme Structure 10.4. Foundation level 10.4.1. Target Group 10.4.2. Format of the ITIL Foundation Certificate in IT Service Management Exam 10.5. Intermediate Level 10.5.1. Target Group 10.5.2. Service Lifecycle Modules 10.5.3. Service Capability modules 10.6. Managing Across the Lifecycle 10.6.1. Format of the Managing Across the Lifecycle Module 3 3 3 3 3 3 3 3 6 6 6 6 7 7 7 7 8 8 8 8 8 8 8 8 8 9 9 9 9 9 10 10 11 11 10.7. ITIL Expert in IT Service Management Certification 10.8. ITIL Master Level (In Development) 11. V3 Qualifications Scheme Credit System 11.1. Credit values 11.2. Pre-requisites 11.2.1. Foundation level 11.2.2. Service Lifecycle Modules 11.2.3. Service Capability Modules 11.2.4. Managing Across the Lifecycle Module 11.2.5. ITIL Master...
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...GLOBAL LOGISTICS CASE STUDY COASTAL LOGISTICS INC. ESTABLISHING THIRD-PARTY (3PL) LOGISTICS SERVICES ‘’We declare that the material contained in this project is the end result of our own work and that due acknowledgement has been given in the bibliography to ALL sources, be they printed, electronic or personal. ‘’ Contents Introduction 2 Overview of the organisation 3 CLI’s 3PL service provision objectives 4 Main issues raised 5 1. The need for an effective and successful sales pitch 5 3. High spot-rate cost of boat leasing 6 4. Delivery route and shore base operating costs 6 5. Resource requirements for 3PL service 6 6. Establishment of a trusting and reliable partnership 7 Approaches to issues raised 8 1. “AS IS” process documentation and operation analysis 8 2. The Morgan City Benchmark Study 8 3. Cost comparison and utilization of long-term vs. spot-rate leases 9 4. 2 months, 24 hours activity log book 9 5. Drawing of support and expertise 9 6. Information sharing and in-depth study of operational and cost data .…………………………….………………………………………………….………………….…………….…………..10 Effectiveness of approach adopted 10 Recommendations 13 1. Provision of a consolidated logistics service 13 2. Delivery route and shore base operation costs 13 3. Establishment of a trusting, reliable partnership 14 4. Customer Service Audit 15 References 19 Introduction With increasing global competition and the streamlining of the supply chain management...
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...Accompany PROJECT MANAGEMENT: Achieving Competitive Advantage By Jeffrey K. Pinto CHAPTER FIVE PROJECT PROFILE — Airbus A380: Plane of the Future or Enormous White Elephant? Introduction 5.1 CONCEPTUAL DEVELOPMENT The Statement of Work 5.2 THE SCOPE STATEMENT The Work Breakdown Structure Purpose of the Work Breakdown Structure The Organization Breakdown Structure The Responsibility Assignment Matrix 5.3 WORK AUTHORIZATION 5.4 SCOPE REPORTING Project Management Research in Brief: IT Project Failure – Burying Our Heads in the Sand 5.5 CONTROL SYSTEMS Configuration Management 5.6 PROJECT CLOSEOUT Summary Key Terms Discussion Questions Problems Case Study 5.1: Calcutta’s Metro Case Study 5.2: Project Management at Dotcom.com Cas Study 5.3: Runaway Scope – The Bradley Fighting Vehicle Internet Exercises MSProject Exercises Integrated Project – Developing the Work Breakdown Structure Bibliography TRANSPARENCIES 5.1 ELEMENTS IN PROJECT SCOPE MANAGEMENT 1. Conceptual Development - Problem statement - Information gathering - Constraints - Alternative analysis - Project objectives - Statement of Work (SOW) 2. Scope Statement - Goal criteria - Management plan - Work Breakdown Structure (WBS) - Scope baseline - Responsibility Assignment Matrix (RAM) 3. Work Authorization - Contractual requirements - Valid consideration - Contracted terms 5.1 ELEMENTS IN PROJECT SCOPE MANAGEMENT...
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