Quality management introduction
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Quality Management: introduction. Presented by: Dr. Husam Arman. Why?. Creating and Sustaining Organizational Effectiveness. Historic Short term/Quick Fix focus Fire fighting We’ve always done it this way Random improvement efforts Inspect for errors Reactive Opinions not facts

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Quality Management: introduction

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Quality management introduction

Quality Management:introduction

Presented by:

Dr. Husam Arman


Quality management introduction

Why?

Creating and Sustaining Organizational Effectiveness


Organizational effectiveness why do we care

Historic

Short term/Quick Fix focus

Fire fighting

We’ve always done it this way

Random improvement efforts

Inspect for errors

Reactive

Opinions not facts

Motivated by profit

Rely on programs

Localized competition

Reasonable cost

Large budgets

Resources available

Compete

Individual efforts

Strong management

Now

Long term focus

Structured problem solving

Innovation and change

Structured improvement

Error prevention

Proactive

Facts not opinions

Motivated by customers

New way of life

Intense global competition

Lowest possible cost

Small budgets

Limited resources

Cooperate

Team efforts

Strong leadership

Organizational EffectivenessWhy do we care?


Organizational effectiveness

Organizational Effectiveness

  • Efficiency focuses on activities

  • Effectiveness focuses on results


Organizational effectiveness1

Organizational Effectiveness

  • What is an effective organization?

    • An effective organization, one that excels, is one that continually strives to identify and focus on factors critical to its customers and improves its processes in order to provide the highest-quality product or service possible.


Organizational effectiveness2

Organizational Effectiveness

  • Generating success requires an organization-wide approach that improves and enhances the whole process of providing a product or service, enabling the organization to exceed customer expectations, each time and every time.


Umbrella coverage

Umbrella coverage

Six Sigma

Lean Manufacturing

Business Results

Information and Knowledge Management

Organizational Philosophy

Value Engineering

Teams

Just-in-time

Process Management Improvement

Customer Focus

Value Chain management

Leadership

Strategic Planning

Quality Assurance

Project Management

Elimination of Waste

Human Resource Management

Quality Tools


Organizational effectiveness3

Organizational Effectiveness

  • How is an effective organization created?

    • What is the mission of the organization?

    • What is the business the organization is really in?

    • What are the primary products or services the organization provides to their customers?

    • Who are their customers?

    • What do their customers expect and need?

    • How does the organization know what the customers’ needs and expectations are?


Organizational effectiveness4

Organizational Effectiveness

  • How is an effective organization created?

    • How well does the organization meet the needs and expectations of their customers?

    • How does the organization know how well it is doing? What is the proof? What are the indicators?

    • Do management’s strategies and actions support the business and support the organization in meeting the customers’ needs and expectations?

    • Do the employees know how the work they do specifically benefits the ultimate, external, customer?

    • What improvements have been made based on the answers to these questions?

    • What is management doing to support improvement efforts?


Organizational effectiveness5

Organizational Effectiveness

  • What benefits can be gained from creating an effective organization?

    • Improved profitability

    • Increased customer retention

    • Reduced customer complaints and warranty claims

    • Reduced costs through less waste, rework

    • Greater market share

    • Increased employee involvement and satisfaction, lower turnover


Organizational effectiveness6

Organizational Effectiveness

  • What benefits can be gained from creating an effective organization?

    • Increased ability to attract new customers

    • Improved competitiveness

    • Improved customer satisfaction

    • Improved management-employee relations

    • Improved focus on key goals

    • Improved communication

    • Improved teamwork


Achieving organizational success

Achieving Organizational Success


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