Measuring Business Excellence Sustaining and transferring excellence: A framework of best practice of TQM transformation based on winners of Baldrige and European Quality Awards Ian McDonaldMohamed ZairiMohd Ashari Idris Article information: To cite this document: Ian McDonaldMohamed ZairiMohd Ashari Idris, (2002),"Sustaining and transferring excellence", Measuring Business Excellence, Vol. 6 Iss 3 pp. 20 - 30 Permanent link to this document: http://dx.doi.org/10.1108/13683040210441959
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Carlton’s Success Abstract For over 100 years The Ritz-Carlton has set the standard for luxury and lifestyle hotel service. The chain has expanded to 81 properties in 27 countries and employees 38,000 people while continuing to win quality and service awards, receive consistent accolades from independent reviewers and maintain strong financial performance. This paper analyzes the underlying factors associated with this consistently superior performance and in particular how this is accomplished
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and customers. The focus on purpose, worthwhile work, and making a difference has led to increased employee, physician, and patient satisfaction, enhanced loyalty, and improved outcomes. In 2007 Sharp HealthCare won the prestigious Malcolm Baldrige National Quality Award. Pillars of Excellence Since 2001, Sharp has adopted six pillars of excellence as the foundation for its vision of the health care experience. These six pillars are the basis for everything from strategic planning, organizational
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CASE : Solectron: From Contract Manufacturer to Global Supply Chain Integrator Most people think we're a manufacturing company. We're good at manufacturing, but we're really a service com In mid-2001, Solectron Corporation was con fronting issues that it had never before faced in its twenty-four year history. The company was the world's premier supply chain integrator, with pany. 1Bill Roberts, "CEO of the Year Koichi Nishimura, Contract rate with automo- tishi, and
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the company conducted its first internal assessment using the Baldrige criteria for performance excellence to identify areas for improvement, and adopted the brand “Experts in Excellence” as a sign of its dedication to quality. Today, PPL ranks among the country’s top Lexus dealers. With its mission, “To provide an extraordinary automotive purchase and ownership experience” as a foundation, the dealership’s “House of Quality” graphically depicts the organization’s direction and represents
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The work of Starwood's Six Sigma Black Belts centers on the creation of the Sheraton Service Promise program. This program was developed in response to low guest satisfaction scores dealing with problem resolution during a guest's stay. Black Belts applied the Six Sigma DMAIC model (Define, Measure, Analyze, Improve, and Control) to devise the best solution (Krajewski, Ritzman & Malhotra, 2011, pp.215): ♣ Define - three key factors are needed in problem resolution: speed, empathy, and efficiency
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us achieve this goal. 2. Identify the three major elements of JIT. The three major elements of JIT are just-in-time manufacturing, total quality management (TQM) and respect for people. 3. Explain how JIT manufacturing works and its key elements. JIT manufacturing focuses on value-added processes in order to produce high volumes of high quality, low cost products that meet the customer needs. Its key elements are the pull system, kanban production, small lot sizes, short setup times,
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State University of East Bay Professor Jay Umeh 10/22/2014 Abstract The main goal of Sharp Healthcare is to increase employees, physicians, and patient satisfaction as well as providing quality care. They believe that in order for the facility to be successful, it has to have motivated staff who provide quality care. At Sharp Health Care, they believe in open communication among the staff, which can be argued to be a weak approach. It can also be argued that Sharp Healthcare can be rewarding their
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Linking Customer and Employee Satisfaction to the Bottom Line Also Available from ASQ Quality Press: Analysis of Customer Satisfaction Data Derek R. Allen and Tanniru R. Rao Customer Centered Six Sigma: Linking Customers, Process Improvement, and Financial Results Earl Naumann and Steven H. Hoisington Customer Satisfaction Measurement Simplified: A Step-by-Step Guide for ISO 9001:2000 Certification Terry G. Vavra Improving Your Measurement of Customer Satisfaction: A Guide to Creating
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Keywords: Empirical research; Operation strategy; Interdisciplinary; Quality; Performance; Customer satisfaction; Institutional theory; Supply chain 1. Introduction US manufacturing firms have faced heightened challenges from global competitors and a reduced market share during the past two decades ŽMeredith, 1992; Krajewski and Ritzman, 1996.. To renew their competitiveness, many firms have adopted the practices of total quality management ŽTQM., and their experiences have been detailed in many
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