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3 Objectives of TQM
- 1. Simplify
- 2. Eliminate defects
- 3. Minimize variance
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Management Functions
- 1. Plan
- 2. Organize
- 3. Staff
- 4. Coordinate
- 5. Control
- 6. Lead
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Measurements
tools used to monitor progress
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Types of measurements
- 1. Quality (customer satisfaction)
- 2. Cost (labor cost)
- 3. Time (late deliveries, how long process takes)
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Driver
Formal and Direct: focused, Aggressive
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Expressive
Informal and Direct: multi-focused, assertive
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Amiable
Detail and Informal: time conscientious, avoid conflict
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Analytical
Detail and Formal: like details, likes to know why
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Careless
Drivers and Expressives
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efficient
Analytical and Amiable are
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6 values
- 1. Theoretical-objectives
- 2. Utilitarian-WIFM
- 3. Social- empathy
- 4. Individualistic- self powewr
- 5. Aesthetic-balance harmony creativeness
- 6. Traditional-higher authority
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What drives any business?
Customers
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1. Critical thinking
- a. Problem solving
- 2. Decisions
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Building a process
- 1. ID the customr
- 2. Get to know/understand the customer
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