Total Quality in Organizations

Prof. Rushen Chahal

Prof. Rushen Chahal

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Growth of Modern Quality Management

Service quality

Performance excellence
Improved product designs

Manufacturing quality

Prof. Rushen Chahal

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Systems Thinking
A system is the functions or activities within an organization that work together for the aim of the organization. Subsystems of an organization are linked together as internal customers and suppliers. A systems perspective acknowledges the importance of the interactions of subsystems, not the actions of them individually.
Prof. Rushen Chahal

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Manufacturing Systems (1 of 2)
Marketing and sales Product design and engineering Purchasing and receiving Production planning and scheduling Manufacturing and assembly Tool engineering
Prof. Rushen Chahal

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Manufacturing Systems (2 of 2)
Industrial engineering and process design Finished goods inspection and test Packaging, shipping, and warehousing Installation and service
Prof. Rushen Chahal

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Quality in Business Support Functions for Manufacturing

General management Finance and accounting Human resource management Quality assurance Legal services

Prof. Rushen Chahal

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Quality in Services
Service is defined as any primary or
complementary activity that does not directly produce a physical product that is, the non-goods part of the transaction between buyer (customer) and seller (provider).

Prof. Rushen Chahal

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Critical Differences between Service and Manufacturing (1 of 2)

Customer needs and performance standards are more difficult to identify and measure Services requires a higher degree of customization Output is intangible

Prof. Rushen Chahal

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Critical Differences between Service and Manufacturing (2 of 2)

Services are produced and consumed simultaneously Customers are often involved in actual process Services are more labor-intensive than manufacturing Services handle large numbers of transactions
Prof. Rushen Chahal

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Components of Service System Quality

Employees Information technology

Prof. Rushen Chahal

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The Ritz-Carlton Hotel Co.

Prof. Rushen Chahal

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Quality in Health Care

Joint Commission on Accreditation of Healthcare Organizations (JCAHO) National Committee for Quality Assurance (NCQA) Institute for Healthcare Improvement (IHI) 1999 expansion of the Baldrige Award to nonprofit health care organizations

Prof. Rushen Chahal

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Quality Issues in Health Care

Avoidable errors Underutilization of services Overuse of services Variation in services

Prof. Rushen Chahal

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Quality in Education
Koalaty Kid program 1999 expansion of the Baldrige Award to nonprofit education organizations Success stories
Mt. Edgecumbe High School Brazosport ISD Hunderton Central Regional HS Pinellas County Schools 14
Prof. Rushen Chahal

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Higher Education as a Production System

Suppliers:
families, high schools, colleges, business

Design and Redesign

Consumer research Customers:

business, families, society, students

Inputs:
students faculty Teaching, counseling, scientific research

Outputs:
able students new knowledge

Processes
Prof. Rushen Chahal

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Quality in the Public Sector

Quality in the Federal Government State and Local Quality Efforts

Prof. Rushen Chahal

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