...do must be of high quality.” What would you expect to see in Johnson and Johnson’s strategic planning approaches that reflect this philosophy? According to Evans and Lindsay (James R. Evans, 2013), strategic planning is the process of envisioning the organization’s future and developing the necessary goals, objectives, and action plans to achieve that future. In order to plan your strategic future you have to understand the four areas which are: * Where to play – Meaning, who are your customers and what are your products. * How to Play- where should your focus lie * What resources are needed to play – what skills, capabilities, and processes do we need * When to play – when is the right time to make your move. I feel that these areas are answered with their credo then and now. There credo now has changed to simply “WE BELIEVE!” In 1927 Herbert F. Johnson Sr. summarized their principles by saying “the goodwill of people is the only enduring thing in any business. It is the sole substance. The rest is shadow (Johnson and Johnson, 2014)” Their philosophy of We Believe extends to their Employees, Consumers and users, General Public, Neighbors and hosts, and the world community. They have always considered themselves “A Family Company.” They understand that their mission and their guiding principles align to meet their needs and the needs of their consumers which is for everything that Johnson and Johnson produces to be of high quality. All companies...
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...Definition of Quality Management Principle: A quality management principle is a comprehensive and fundamental rule / belief, for leading and operating an organization, aimed at continually improving performance over the long term by focusing on customers while addressing the needs of all other stake holders". The principles are 1) Customer-Focused Organization: Organizations depend on their customers and therefore should understand current and future customer needs, meet customer requirements and strive to exceed customer expectations". Steps in application of this principle are. 1. Understand customer needs and expectations for products, delivery, price, dependability, etc. 2. Ensure a balanced approach among customers and other stake holders (owners, people, suppliers, local communities and society at large) needs and expectations. 3. Communicate these needs and expectations throughout the organization. 4. Measure customer satisfaction & act on results, and 5. Manage customer relationships. 2) Leadership: Leaders establish unity of purpose and direction of the organization. They should create and maintain the internal environment in which people can become fully involved in achieving the organization’s objectives. Steps in application of this principle are. 1. Be proactive and lead by example. 2. Understand and respond to changes in the external environment. 3. Consider the needs of all stake holders including customers, owners...
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...Summary of Key Points and Terminology - Chapter 2 • Quality management had its roots in manufacturing during the 1980s; soon after, service providers, health care, education, nonprofit, and government organizations began to study and implement quality management approaches. • A system is a set of functions or activities within an organization that work together for the aim of the organization. Systems thinking is critical in applying quality principles because the organizational linkages among various functions of an organization must be in alignment to meet the needs of customers and other stakeholders. • Quality in manufacturing has traditionally focused on such technical issues as reliability, inspection, defect measurement, and process control. Quality plays an important role in each component of a manufacturing firm’s production and business-support systems. All are linked together as a system of processes that support the organization’s objectives. • Service – which is “any primary or complementary activity that does not directly product a physical product – that is, the non-goods part of the transaction between buyer (customer) and seller (provider)”represents the dominant sector of the U.S. economy today. The differences between services and manufacturing require different approaches in designing and implementing quality assurance programs. The two key components of service quality are employees and information technology. • The health...
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... What is Quality Audit? The principles of Quality Audit, in the sense we mean it here, are based on the style of quality standards used in several formal national and international standards such as the ISO-900x international quality standards. These standards do not in themselves create quality. The logic is as follows. Every organization should define comprehensive procedures by which their products or services can be delivered consistently to the desired level of quality. As was discussed in the section on Quality Management, maximum quality is rarely the desired objective since it can cost too much and take too long. The average product or service provides a sensible compromise between quality and cost. There is also a legitimate market for products that are low cost and low quality. Standards authorities do not seek to make that business judgment and enforce it upon businesses, except where certain minimum standards must be met (eg all cars must have seat belts that meet minimum safety standards, but there is no attempt to define how elegant or comfortable they are). The principle is that each organization should create thorough, controlled procedures for each of its processes. Those procedures should deliver the quality that is sought. The Quality Audit, therefore, only needs to ensure that procedures have been defined, controlled, communicated and used. Processes will be put in place to deal with corrective actions when deviations occur. This principle can be applied...
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...opportunities The Six Sigma standard of 3.4 defects per million opportunities is a response to the increasing expectations of customers and the increased complexity of modern products and processes (Thomas Pyzdek) Six sigma is reportedly easier to apply than many other quality management programs because it provides information about the change needed and the programs to execute the change. The strategy it uses is a five-step improvement process: define, measure, analyse, improve and control (DMAIC). This process is deeply integrated with the overall goals of the organization and, as such, requires top down implementation. Six sigma is more intense, focused and detailed than any other quality improvement techniques (Sawant and Patasker 2014). DMAIC framework is a Integration of several techniques such as CTQ (Critical to quality), Process Mapping (SIPOC), DPMO (defects per million), and FMEA (failure mode and effects analysis) in a logical direction. Construction industry has essential role in many other industries and is the infrastructure of the numerous organizations, therefore any improvement and development in construction industry results in progress of the associated business and industry. Despite the importance of high quality level in construction industry regarding to its close interaction with the...
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...I-III: BJB Manufacturing Company Quality Management Implementation Strategy March 31, 2013 MGT 420 Quality Management Initiative Proposal and Implementation Strategy According to BusinessDictionary.com (2013), the definition of a quality management system is “a system by which an organization aims to reduce and eventually eliminate nonconformance to specifications, standards, and customer expectations in the most cost effective and efficient manner” (Quality Management System (QMS)). BJB is proposing to implement a quality program that will help the business grow, keep costs minimal, and provide a high quality product. The quality program will focus on any changes that are identified, to go through any flaws that have happened, and take the appropriate action needed to improve the products that will help make the CD changers better. The ultimate goal is to be at the top of the chain as far as business goes. A good quality plan that will fit this type of business is important. This initiative proposal will determine what needs the stakeholders may have for BJB’s products, analyze the product and needs of BJB, selection of the quality management approach that will best fit, and describe the role of leadership in planning, developing, and implementing a quality process in BJB. The implementation strategy will review the juran theory used to develop the quality management system along with addressing quality issues, determining an effective...
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...INTRODUCTION Quality Quality is generally defined as conformance to requirements. It is also conformance to a standard that is required. However, many consider that quality need not just be conformance to requirements but should be an assurance of being the best in the world of that type. In addition, it should also keep a constancy of purpose. Total Quality Total quality refers not only to the product but also to the way the product is made as well as presented to the customer. Total quality asks for customer orientation, process orientation, people management and leadership.All these are continuous processes. Total Quality Managers They believe in a learning organization. They want people not only to learn but also to internalize the learning. Statistical control of quality is very important to them. They believe that work ethic is an important part of any organization’s growth process. They don’t believe that there is a substitute for work ethic, which should become a part of every individual. Total Quality Management (TQM) Total Quality Management (TQM) is a management philosophy which focuses on continuous business improvement through company-wide employee participation and involvement with the fundamental objective of satisfying customer. TOM seeks to integrate all organizational functions (marketing, finance, design, engineering, and production, customer service, etc.) to focus on meeting customer needs and organizational objectives.This has led many researchers and...
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...Term project Operation Management CHRYSLER: [pic] Total Quality Management Submitted to Dr. Chafik Abid CONTENTS -Introduction…………………………………………………. -Chrysler Total Quality management………………………. -Chrysler SWOT Analysis…………………………………… -Chrysler service Quality…………………………………….. -Chrysler service and dealership Problems (Middle East)… -Chrysler Service solution……………………………………. -Conclusion……………………………………………………. -Work Cited…………………………………………………… INTRODUCTION: DaimlerChrysler AG with its businesses Mercedes-Benz Cars, Daimler Trucks, Daimler Financial Services, Mercedes-Benz Vans and Daimler Buses, is a globally leading producer of premium passenger cars and the largest manufacturer of commercial vehicles in the world. As it can be seen above that the integration of the two different companies with similar line of production makes the company stronger, reliable, and caters the best for its customer needs and satisfactions. As a result, we chose this company to discuss further on its Total Quality Management and other related issues. Total Quality Management is a set of management practices throughout the organization, geared to ensure the organization consistently meets or exceeds customer requirements. TQM places strong focus on process measurement and controls as means of continuous improvement. TQM views an organization as a collection of processes. It maintains that organizations must strive to continuously improve these processes by incorporating the knowledge...
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...davis@gmail.com The article that I am reviewing was an article I found from a website was “Quality Management and Performance: An annotated review”. I could not find a suitable article online but I did find this particular article for purchased to be very interesting. This article gave me interest as it gave the reader a clearer picture on how leaders and managers with poor management skills can have a better effect on quality management. One of the main ideas in the article was how competition and the demands of consumers have greatly changed on how the business environment is conducted. Unlike in the past, companies can no longer rely on their current business operations to survive and compete in the business world; so in order to stay ahead of the competition, companies must implement new types of management practices. This article describes the evolution of quality management and how it is used to improve the effectiveness of a company. Quality management has been and is considered to be one of the most important pieces in an organization. There have been many studies done to explore quality management and their relationship with performance. The purpose of these studies were to help managers and organizations implement effective quality management. Although there are contributing factors to quality management no single factor contributes to effective quality management. Also none of these contributing factors will improve or is guaranteed to improve performance in...
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...Vol. 2, No. 2 International Business Research Total Quality Management in Supply Chain Guangshu Chang Zhengzhou Institute of Aeronautical Industry Management Zhengzhou 450015, China E-mail: cgs30@163.com This work is sponsored by Aerospace Science Foundation of China (2008ZG55019), Important Science and Technology Project of Henan Province (072102240037), Foundation for University Key Teacher by Henan Province (2008-708-94), and Education Foundation of Henan Province (2008B630009). Abstract Since 1980’s, the competition between enterprises has become the one between supply chains. Therefore, the implementation of total quality management (TQM) in supply chain system but not only in enterprise has become an exquisite premise for the survival of enterprise. This paper discussed the application of the eight modern TQM principles of ISO9000 in supply chain quality management, namely customer focus, leadership, involvement of people, process management, system management, continual improvement, factual approach to decision-making, and mutually beneficial supplier relationships. Keywords: Supply Chain, Total Quality Management, ISO9000 1. Introduction In nowadays, the core ideas of TQM set forth by W. Edwards Deming, Joseph Juran, and Kaoru Ishikawa gained significant acceptance and has become something of a social movement. The series standards of ISO9000 are implementing in many industries, such as manufacturing, service, health care, nonprofit organizations, educational institutions...
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...Barriers to Total Quality Management Background information about the Total Quality Management Profit making organizations use the quality of their services as a marketing strategy, whereby consumers would identify a given brand owing to its quality and after sale services. Total quality management is a framework that enables companies to prioritize quality in the day-to-day operations of the companies to the extent that the said companies are able to produce high quality products while delivering top quality services during and after the sale period (Gupta, Garg & Kumar, 2014). Accordingly, organizations’ management and employees continuously formulate sound approaches that make it possible for them to improve their products and services. Organizations can only achieve total quality management (TQM) if the said organizations are able to combine management and quality tools as a means of realizing business growth and eliminating wastes while strategizing on how to up surge productivity and profits. The history of total quality management (TQM) began formerly as a term created to describe the Japanese-style management methodology to improvement of quality. The naval air systems command came up with the term as an approach to enhance continuous quality improvement of all the organizational processes and as such, it encompassed practices and principles such as behavioral sciences, economics theories, the analysis of the none-quantitative and quantitative data, and process analysis...
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...MANAGING QUALITY 12/2010 Introduction TheStore is a large scale mass merchant of retail goods throughout the United States. The retail giant has had a storied career dating back to 1962 when it opened its doors for the first time in City, State. TheStore is now a subsidiary company of XYZ Holdings Corporation which purchased TheStore in 2005. XYZ Holdings is the parent company which has both XYZ and TheStore under its corporation banner. XYZ Holdings Corporation ranked 48th in the Fortune 500 rankings for 2010 and raked in just over $44 million dollars in revenue in 2009. XYZ Holdings Corporation operations are now based out of Another City, State with TheStore having its headquarters in Town, State. TheStore and XYZ Holdings Corporation are two closely knitted companies that operate with a close relation with one another, carrying many of the same products in both stores. They have shown positive growth in the form of revenue generated from doing business and have grown in market share. XYZ Holdings Corporation currently operates nearly 1,327 TheStore stores throughout the United States and U.S. territories, with varying sizes ranging from the biggest, Big TheStore and TheStore Super Centers to the traditional size, regular TheStore store. Store sizes range from 93,000 to 168,000 square feet. TheStore boasts some of the top retail brands with A, B, C, D and E. TheStore is a one stop shop for all of your household needs. The stores house everything from air fresheners...
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...Wisconsin. Introduced Lean, or the Toyota Production system, to its five hospitals and 27 physician’s clinics in 2003. The implementation of Lean changed quality management from a crisis reaction system to a system that is proactive in its methods, processes and strategies to improve quality. The changes are a result of cultural changes, visual management and inclusion of the front-line in continuous improvement. Introduction Healthcare must change to a new approach. An approach that is based on the consumer’s demand for improved outcomes and reduced costs. This is leading healthcare organizations to adopt a culture of lean. Lean is a set of principles and quality improvement ideology (Toussaint and Berry, 2013) Lean methodology has been effective in manufacturing and has been effective in healthcare. Lean applies the scientific method to problem solve, a different approach to management role. Management’s role is to facilitate, mentor, and as coach frontline workers to identify and solve everyday issues. The challenge to lean adoption in healthcare the quality manager’s role changes from identifying and tracking to one of reducing risks of adverse effect and assisting with improvement quality processes. The transformation to lean at ThedaCare was to improve every aspect of the patient experience and deliver improved quality at a lower cost with a better staff morale. Key points Benchmarking performance for ThedaCare was to compare themselves to other organizations to measure...
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...TOTAL QUALITY MANAGEMENT - THE TIME HAS COME FOR METALLURGICAL PLANTS ABSTRACT The principles of quality management are well developed and, from a practical standpoint, thoroughly implemented in the process industries of Japan. Although these principles are now applied to the U.S. manufacturing industry, and as a result, the steel industry, they have been largely ignored in the non-ferrous and precious metals industries. This paper presents the concepts and practical approaches to implement a total quality management program. Contrary to the beliefs of many managers, such a program increase yields, recoveries and output while it decreases unit costs. In fact, quality management incorporating statistical process control will be an essential ingredient for metallurgical plants to effectively compete in the future. Unfortunately, the influence of quality management concepts has not been felt in most American companies in the base metals and precious metals industries. A large majority of senior management personnel in these industries is unfamiliar with essential quality management concepts such as statistical process control (SPC). Based on the thrashing American manufactured products have taken in world markets, one must expect that products from the chemical and metals process industries will be next unless the change to "Total Quality Management" is made soon. INTRODUCTION As noted by Deming (1982), in 1950 Japan’s net worth was negative, it had no significant...
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...Determinants of Critical Success Factors of Quality Management in Higher Education Institutions in Morocco Using DELPHI method by: Youssef Loutfi Supervised by: Dr. Abderrahman Hassi Thesis Presented to the Faculty of the Graduate School of Business Administration Al Akhawayn University In Partial Fulfillment of the Requirements for Master of Business Administration Al Akhawayn University Summer 2014 iii Dedication In conducting this process, I would like mention people to whom this work is dedicated. To my parents, Habiba Hamdi and Abdessamd Loutfi, who instilled in me very young the thirst for knowledge and determination. Your values, your humility and generosity have always guided me and represent what I most admire in a human being. Here I take a special place to celebrate the sacrifices you have made to educate us and to enable us to follow our dreams. Thank you dear parents for this unique feeling of success and excellence, thank you to support me when I doubted especially you believed in this dream despite all the sacrifices it required. Thank you to believe in this project, our project. To my sister and brother, Ijlal and Ahmad Amine. Thank you for your patience and your great sense of humor. To Sofia, my treasure. My apologies for any breach of my duties. You have come to accept my frequent absences and my moods. Thank you Sofia. To Mr. Hassi Abderahman, you felt my ambition, you have believed in me and you opened the doors of knowledge. To...
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