Quality Management: introduction

1. Quality Management:introduction Presented by: Dr. Husam Arman

3. Why? Creating and Sustaining Organizational Effectiveness

4. 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?

5. Organizational Effectiveness • Efficiency focuses on activities • Effectiveness focuses on results

6. 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.

7. 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.

8. 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

9. 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?

10. 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?

11. 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

12. 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

13. Achieving Organizational Success