CHAPTER Total Quality Management Before studying this chapter you should know or, if necessary, review 1. 2. Trends in total quality management (TQM), Chapter 1, page Quality as a competitive priority, Chapter 2, page 5 LEARNING OBJECTIVES After studying this chapter you should be able to 1 2 3 4 5 6 7 Explain the meaning of total quality management (TQM). Identify costs of quality. Describe the evolution of TQM. Identify key leaders in the field of quality and their contributions. Identify
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strategic choices are a central concern of this course. Analytic, integrative, and decision-making skills will be exercised through the use of case analysis and decision making. INSTRUCTIONAL MATERIALS Required Resources Hitt, M. A., Ireland, R. D., & Hoskisson, R. E. (2011). Strategic management: Competitiveness and globalization, concepts and cases: 2011 custom edition (9th ed.). Mason, OH: South-Western Cengage Learning. Supplemental Resources Angwin, D., Paroutis, S., & Mitson, S. (2009)
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empowerment on service quality and customer satisfaction in service organizations (A Case study of Länsförsäkringar Bank AB) Silvia C. Peters: 1982-05-15. Elham Mazdarani: 1976-12-11. GROUP: 1924 ABSTRACT COURSE: Bachelor Thesis in Business Administration, 15ECTS AUTHOURS: Peters Silvia Chigozirim. Flugsnappargatan 6, 3tr. 72472, Västerås. 0737225113. SUPERVISOR: LEIF SANNER TOPIC: The impact of employee empowerment on service quality and customer satisfaction: a case study of Länsförsäkringar
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Case Study 2 – “The Case of the Unpopular Pay Plan” “The Case of the Unpopular Pay Plan” discusses how the company Top Chemical decides that they need to change their current pay plan to more closely resemble their quality control program. Currently their pay plan is set up where employees receive raises based on seniority. The senior management would like to change the pay plan to complement the quality program. In the quality program employees are on teams. The proposed pay plan would reward
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Case Study 2 Financing growth Written by Professor Christine Blondel from INSEAD Senior Advisor to KPMG on Family Business Intelligence First published in October 2013, on the KPMG Family Business blog kpmgfamilybusiness.com Part 1: The Story Case Study 2 Ownership Family Business Part 1: The story Timothy Sages hung up the phone with satisfaction. The franchisee of the Sages group operating supermarkets in the South of the country was willing to sell their operations to the
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RESEARCH Paltok Credit Cooperative, Inc. is a Financial, Accounting, Insurance, and Property Development company. The proponents are conducting the study in order to help the company determine its problems, and provide appropriate solutions in order to improve their quality of service. BACKGROUND OF THE STUDY The proponents of the study have identified that the company has a problem with their customers’ satisfaction, and may still improve on the services that they offer in order
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of Contents 1.0 Company Background 1-4 2.0 Problem Statement 5-7 3.0 Significant of Study 8-10 4.0 Proton Supply Chain Weaknesses 11-18 5.0 Recommendation 19-29 6.0 Conclusion 30 7.0 References 31-32 1.0) Company Background First national car, Proton Saga project was formed embark from the Look East Policy. Perusahaan Otomobil Nasional Sendirian Berhad (PROTON) was formed in 1983 as a company of national car to
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marketing report briefly analyses the marketing approach of Perusahaan Otomobil Nasional Kedua (PERODUA), in this analysis, the various marketing activities such as product development, distribution, pricing, advertising and market research of the company is critically evaluated. The report also evaluates the company's current position against the automotive industry and its competitors. A concise insight into the consumer's perception of the brand is also investigated. The contents contained herein
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Yu, Wantao (2011) Operations strategy, business environment, operations resources and performance: an empirical study of retail firms in China. PhD thesis, University of Nottingham. Access from the University of Nottingham repository: http://eprints.nottingham.ac.uk/14191/1/546558.pdf Copyright and reuse: The Nottingham ePrints service makes this work by researchers of the University of Nottingham available open access under the following conditions. · Copyright and all moral rights to
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A CASE STUDY ON THE DIFFICULTIES FACED BY TM POINT KUALA SELANGOR IN OPERATING IT SHOP BACHELOR OF BUSINESS ADMINISTRATION WITH (HONS) OPERATIONS MANAGEMENT FACULTY OF BUSINESS MANAGEMENT NOVEMBER 2009 AbstrAct ABSTRACT This case study will be conducted in TMpoint Kuala Selangor. I would like to identify the difficulties faced by this organization in operating it shop. As this company is a serviceoriented organization, they need to satisfy customer’s needs and wants. Sometimes, they
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