...small business, manufacturing, service company, education, healthcare or nonprofit organization. The Baldrige Award is named after the late Secretary of Commerce Malcolm Baldrige, a proponent of quality management. Organizations that apply for the Baldrige Award are judged by an independent board of examiners. Recipients are selected based on achievement and improvement in seven areas. Our text book refers to this seven areas as category 1, category 2 etc. First area/category is: 1. Leadership: How upper management leads the organization, and how the organization leads within the community. 2. Strategic planning: How the organization establishes and plans to implement strategic directions. 3. Customer and market focus: How the organization builds and maintains strong, lasting relationships with customers. 4. Measurement, analysis, and knowledge management: How the organization uses data to support key processes and manage performance. 5. Human resource focus: How the organization empowers and involves its workforce. 6. Process management: How the organization designs, manages and improves key processes. 7. Business/organizational performance results: How the organization performs in terms of customer satisfaction, finances, human resources, supplier and partner performance, operations, governance and social responsibility, and how the organization compares to its competitors. To obtain the Baldridge award a company first fills an eligibility determination...
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...Scenario List Select a scenario from the list. 1. As a partner in a new business, one of your roles is to review information technology tools available to assist you in a certain aspect of your business (e.g., marketing, accounting, sales, quality assurance). Select a technology that emerged within the last five years and consider its impact on your business. Make a decision on whether to adopt this technology. 2. As a member of the human resources department in a manufacturing organization with 120 employees, you have been asked to evaluate different compensation strategies that are available for adoption within your organization. Compare and contrast several compensation strategies and determine the appropriateness of each compensation strategy to your organization. 3. As a CPA of a newly formed, publicly held accounting firm, you have been asked to research the accounting and reporting standards of Financial Accounting Standards Board (FASB) and provide a report to your manager on the impact FASB may have on your company. In your report, you should discuss the history of FASB, the requirements imposed by FASB on public corporations, the impact FASB has on the investment community, and the satisfaction of the investment community with the imposed standards. 4. Your company wants to enter into a major new venture (e.g., develop a new product line, establish a new market, create a presence in a new geographical area). What are the various means of financing such a venture? Select...
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...Scenario List Select a scenario from the list. 1. As a partner in a new business, one of your roles is to review information technology tools available to assist you in a certain aspect of your business (e.g., marketing, accounting, sales, quality assurance). Select a technology that emerged within the last five years and consider its impact on your business. Make a decision on whether to adopt this technology. 2. As a member of the human resources department in a manufacturing organization with 120 employees, you have been asked to evaluate different compensation strategies that are available for adoption within your organization. Compare and contrast several compensation strategies and determine the appropriateness of each compensation strategy to your organization. 3. As a CPA of a newly formed, publicly held accounting firm, you have been asked to research the accounting and reporting standards of Financial Accounting Standards Board (FASB) and provide a report to your manager on the impact FASB may have on your company. In your report, you should discuss the history of FASB, the requirements imposed by FASB on public corporations, the impact FASB has on the investment community, and the satisfaction of the investment community with the imposed standards. 4. Your company wants to enter into a major new venture (e.g., develop a new product line, establish a new market, create a presence in a new geographical area). What are the various means of financing such a venture? Select...
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...Date Name Job Title Company Street City, State Zip Dear Ms. LastName, I am interested in applying for the scientific research summer internship position that was listed through the Name University Career Services Office. I have had a great deal of laboratory experience in chemistry, biology, and geology, both indoors and in the field. In the lab, I have performed chemical reactions and I am currently using microscopes to observe many specimens. In environmental field studies, I have conducted outdoor labs to assess water chemistry. Last summer, I worked as conservation assistant at Clumber National Park. I am seeking to complement this outdoor experience with a research internship in order to acquire the background necessary for a future career in scientific research. I believe that I would be an asset to your program. This internship would provide me with the ideal opportunity to assist at your organization and to expand my research skills. I will call next week to see if you agree that my qualifications seem to be a match for the position. If so, I hope to schedule an interview at a mutually convenient time. I look forward to speaking with you. Thank you for your consideration. Sincerely, Signature FirstName LastName [Date] Ms. Rhonda West Customer Service Manager Acme Inc. 123 Corporate Blvd. Sometown, CO 50802 Re: Customer Service Representative Opening (Ref. ID: CS300-Denver) Dear Ms. West: I was excited to see your opening for a customer...
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...interrupted the training process and added days to the training schedule. The trainer manager was powerless to prevent this from happening. This happened 6 times over the course of the proposed three-week training calendar. Call center trainers must ensure that their trainees’ learning is not hindered by management’s goal to reduce queue times. The constant yo-yo handling of the CSRs resulted in training not being delivered on all topics, which resulted in low quality scores. This has not been a high topic of focus for most call center management staff. Another issue that call centers face is employee retention. Call centers faced with high turnover tend to spend more time training additional employees to replace those who have left the company. This may be due to low salaries. Agents working in higher average income areas had more opportunity to secure better paying jobs, thus increasing turnover (Information Please, The Scoop on Call...
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...Industrial Company Limited are a toy manufacturer based in Shantou, Guangdong Province, People’s Republic of China. They were established in 1995 and produce a range of toys and gifts, undertaking the entire production process from design and development to production. They employ a specialist team of research and development staff that helps to ensure that the company’s products match the changing markets trends and needs and to guarantee the delivery of sample products within 14–21 days of order. ZK produce toys for the home market but also work with a number of international toy manufacturers and retailers in Europe, the USA, Canada, Australia and Japan. They currently undertake contract manufacture work for six companies based internationally as well as supplying 100 buyers in China and throughout South East Asia, Japan and Australia from their own portfolio. Over the past 10 years they have steadily increased their international partnerships and have built a reputation for quality products, adaptability, flexibility, excellent customer service and delivery reliability. Currently they manage a 95% availability on stock items. The company is very aware of the highly volatile and competitive market they operate in and have had experience in dealing with several new product launches in the USA, Canada and Europe which have demanded high production volumes and strict delivery schedules. The production facilities are well run, modern, meet ISO9000 standards...
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...Questions: 1. What are the objectives of your chosen organization and explain the importance of effective operations management in achieving those organizational objectives (AC 1.1: Explain the importance of effective operations management in achieving organizational objectives). 2. Explain the various operations management processes implemented in your chosen organization and evaluate how they contribute towards meeting your organization’s overall strategic objectives. (AC 1.2: Evaluate the success of existing operations management processes in meeting an organization’s overall strategic management objectives). 3. Explain the various quality management initiatives implemented at your organization and explain how they have contributed to achieve your organization’s objectives. (AC 2.1: Explain the importance of effective quality management in achieving organizational objectives). 4. Evaluate the success of quality management processes and systems practiced in your organization in meeting the overall strategic objectives in your organization? (AC 2.2: Evaluate the success of existing quality management processes in meeting an organization’s overall strategic management objectives). E11-1401-001-Rebecca Desiderio- OL-MBA-SQSM-1406 : Assignment-1 1.1 What are the objectives of your chosen organization and explain the importance of effective operations management in achieving those organizational objectives (AC 1.1: Explain the importance of effective operations...
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...UNIT 1 ASSIGNMENT (With Diagram Response Should Run 2-3 Pages in Length) Q#1 Provide the name of the organization (this must be a real organization and you may use the organization where you currently work; describe the organization’s size and summarize the primary mission of the organization. Don’t simply copy from the organization’s mission statement. I chose to use WalMart for this assignment; WalMart’s primary mission is to bring consumers high quality goods at a low, discounted price. Sam Walton’s original vision was to accomplish this; although WalMart has grown substantially since its initial founding, this mission has not changed. WalMart employs just over 2 million people worldwide and has 8,970 locations. Q#2 From your research of the organization, identify a single Business Process Change that the organization will need to contemplate and undertake in the coming year. These changes can result from new technologies, economic issues, or changes in the marketplace. WalMart has successfully navigated the marketplace over the years, from green initiatives to economic slowdowns. A Business Process Change it currently faces is its employee relations. WalMart has taken a lot of heat recently for its labor relations, with issues running the gambut from wage violations (some employees allege they are paid less than the minimum wage requirement), employees working excessive hours, anti-union policies, racial and sexual discrimination, poor working conditions...
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...OPMA Measures of Central Tendency Measures of Variability Sample Range (R) = largest X – smallest X Central Limit Theorem 1std. 68.3| 2std. 95.4| 3std. 99.7 Type 1:conclude change, when no change Type 2: conclude no change, when change Attributes Vs. Variables Attributes – data which count (ex. # of complaints) Variables – data which measure (ex. cm, kg, ml, etc.) X Chart Control Limits [pic] Range [pic] Establishing Control Limits or Re-calculating the control limits Process Capability Index Just Capable Industry Standard (min) Excellent Process Capability Where Z (min) is the smaller of: Or: When Cpk=Cp, the process is centered. P Charts (Attributes) Maximum p: UCL*n Minimum p: LCL*n C Charts U Charts Maximum u: UCL*n Minimum u: LCL*n Chapter 1 Quality Perspectives Garvin’s Product Quality Dimensions 1. Conformance 2. Reliability 3. Features 4. Performance 5. Durability 6. Serviceability 7. Aesthetics 8. Perceived Quality PZ&B’s Service Quality Dimensions Tangibles(Physical appearance of facility Service Reliability(Dependable and accurate Responsiveness(Helpful and prompt Assurance(Knowledge and courtesy Empathy(Caring attention Viewpoint depends on function Core Processes • Value Stream Mapping| FlowChart • Six Sigma| value added • DMAIC – Define, Measure, Analyze, Improve, Control Downstream • Shipping and Logistics “Right product, right place...
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...facilities in Lincoln, Nebraska, serves low-income and indigent men, women and teens based on their beliefs that everyone deserves access to quality treatment and because the community is only healthy as the most vulnerable among us. Over the years CenterPointe has continued to add programs and services to meet the many needs of their consumers. These programs and services include: Residential Treatment, Outpatient Treatment, Youth Services, Community Support & Housing, Adult Day Rehabilitation, PIER, Veteran Services, and Open Studio/Writers’ Workshop. CenterPointe employees 102 individuals throughout their facilities, along with 9 contractual professionals and numerous community volunteers (CenterPointe, Inc., 2012. About us). Q#2 From your research of the organization, identify a single Business Process Change that the organization will need to contemplate and undertake in the coming year. These changes can result from new technologies, economic issues, or changes in the marketplace. CenterPointe relies on Federal, State, County, Medicare/Medicaid, fundraising, grants, and client fees for support of costs associated with...
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...to know… No tutorial class in the first teaching week Consultation Hours Mon 16:00-17:00 and Wed, 11:30-12:30 e-learning platform http://moodle.cpce-polyu.edu.hk 70% Attendance Punctuality and Class discipline 4 Groundrules In this class, you and me… In this class, you.. -Sign in -Turn off mobile phones -Tell me if too fast or too slow - Arrive on time - Submit works on time - Ask when we don’t understand - Participate in class - Only one person talks at a time - Enjoy the class - Leave the classroom tidy - No smoking, eating, drinking, littering In this class, I … -Finish on time (provided that the class start on time) - Give a break each hour - Upload handouts, tutorials, etc, at least 3 days - Mark your works within 1 month 5 Basic Concepts 6 How quality has an impact on sales revenue and costs? Case 1: An international organization that claimed to have strong customer service refused to accept sales orders for delivery in less than 48 hours – even though competitors honored delivery request of 24 hours. Imagine the millions of dollars of sales...
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...pinpoint any areas where there is opportunity for improvement or addition. Organisational Overview Dawn Meats was formed in 1980 and are one of the largest food processing companies and suppliers of beef, pork and lamb in Europe. They are also part of the Queally Group which is Ireland’s largest privately owned agri-business. Dawn Meats process over half a million cattle and one million lamb annually thus producing tonnes of meat products being delivered daily to hundreds of Europe’s leading retail outlets. Dawn Meats deem product integrity to begin on the farm and therefore already have many quality systems in place. First and foremost, Dawn Meats only accept quality assured livestock and ensure this by only working with farmers through the accredited farm assurance schemes and by independently auditing the selected farms regularly and therefore achieving their ‘Gate to Plate’ Policy though batch coding in which every piece of meat can be traced back to where it was farmed. The Dawn Meats products are manufactured under the principles of good manufacturing practice. Their quality assurance is ensured to be maintained by using the procedures agreed by EFSIS (European Food Safety Inspection Service), Bord Bia (Irish Food Board) Quality Assurance Scheme and internationally accepted HACCP and ISO9000 standards. The Key Quality Management System Slack, Chambers and Johnston depicted Quality to be a ‘consistent conformance to customers expectations’...
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...------------------------------------------------- ------------------------------------------------- Quality Managerment ------------------------------------------------- --------------------------------------------------------------------------------------------------------------------- ------------------------------------------------- ------------------------------------------------- ------------------------------------------------- ------------------------------------------------- ------------------------------------------------- Prepared for: ------------------------------------------------- Mr.John A (Lecturer) ------------------------------------------------- Banking Academy, Hanoi ------------------------------------------------- BTEC HND in Business (Accounting) ------------------------------------------------- ------------------------------------------------- ------------------------------------------------- ------------------------------------------------- ------------------------------------------------- ------------------------------------------------- Prepared by: ------------------------------------------------- Nguyễn Thùy Trúc – Rose – F06A ------------------------------------------------- Registration No: ITP S07 - 015 Contents Summary 3 Introduction 4 Main Body 5 1. Identify IOS9000, Six Sigma, Lean 7 2. Compared and contrast. 8 3. What is customer satisfaction and how can measured? 12 4. Explain...
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...the user experiences when running the software in its operational mode. Internal quality refers to the aspects that are code-dependent, and are not visible to the end-user. External quality is critical to the user, while internal quality is meaningful to the developer only. When the quality comes to software quality conformance, requirement consider as software functional quality and fitness for use named as software structural quality. 1.2 Software Quality Assurance Software quality assurance (SQA) consists of a means of monitoring the software engineering process and methods used to ensure quality. The methods by which this are accomplished many and varied, and may include ensuring conformance to one or more standards, such as ISO9000 or a model such as CMMI. Software Quality Assurance encompasses the entire software development process, which includes processes such as requirements identification, designing, implementation (coding), Testing and maintenance. SQA is organized...
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...Global Peter Drucker Challenge Essay Contest Social Responsibility and Managerial Ethics A Focus on MNCs Prepared by: Kidus G.Mehalu Addis Ababa, Ethiopia August 2011 Social Responsibility and Ethics of MNCs The 2nd Peter Drucker’s Challenge Social Responsibility and Managerial Ethics -A Focus on MNCs . 1.1 Introductory Remarks Managers today are usually quite sensitive to issues of social responsibility and ethical behavior because of pressures from the public, interest groups, legal and governmental concerns, and media coverage. It is less clear where to draw the line between socially responsible behavior and the corporation’s other concerns, or between the conflicting expectations of ethical behavior among different countries. This essay on social responsibility and ethics set externally to international managers and thus in a sense outside their realm of control, is the expectation of appropriate behavior. This behavior is measured both in terms of social responsibility of the organization as such, as well as ethical behavior of individual managers. In addition to these expectations there is an onus on organizations and managers alike to manage the relationship with the host country. Having noted this, I shall now move on to the main issues this essay has set out to address in the following manner: 1.2 Global Interdependence Global interdependence is a compelling dimension of the global business environment, creating demands on international managers to take...
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