Transcript Management & Leadership

The Quest for Quality
&
Malcolm Baldrige Quality Award
Quality & Value
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What is quality?
What is the goal of quality?
Do expectations remain constant?
What is value?
Deming’s 14 Points
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Constancy of purpose
Adopt a new philosophy
Cease dependence on
inspection
End practice of awarding
business on basis of
price tag
Improve constantly
Institute job training
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Drive out fear
Break down barriers
Eliminate slogans
Eliminate quotas
Don’t rob employees
of pride of
workmanship
Education
Everybody all the time
Juran’s Notions
Quality as product features.
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What are external customers?
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What are internal customers?
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How do you know what your customers want?
Juran’s Notions
Quality as freedom from defects.
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Is satisfaction created?
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The importance of service recovery.
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How good is good enough?
Is 99.99% Good Enough?
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12 newborns will be given to the wrong parents everyday
114,500 mismatched pairs of shoes will be shipped each
year
18,322 pieces of mail will be mishandled each hour
2,000,000 documents will be lost by the IRS this year
2.5 million books will be shipped with the wrong covers
this year
315 entries in Webster’s Dictionary will be misspelled
…still good enough?
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20,000 incorrect drug prescriptions will be written this year
5.5 million cases of soft drinks produced this year will be
flat
291 pacemaker operations will be performed incorrectly
3056 copies of tomorrow’s Wall Street Journal will be
missing one of the three sections
How many customers will walk out of your doors and
never come back?
The “silent ones” don’t stay silent for long - on average
they tell six other people about their experience!
Juran’s Notions
Quality management.
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Quality planning and control.
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Quality improvement.
High Performance Organizations
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Training and continuous learning
Information sharing
New roles for employees
New organizational structures
New worker-management partnerships
Compensation linked to performance skills
Employment security
Supportive work environments
Putting it all together
Malcolm Baldrige Core Values
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Visionary leadership
Customer-driven
excellence
Organizational and
personal learning
Valuing employees
and partners
Agility
Focus on the future
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Managing for
innovation
Management by fact
Public responsibility
and citizenship
Focus on results and
creating value
Systems perspective
Next Week
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Chapter 4: Quality Service
Chapter 5: Continuous Improvement
Assignment – Article Report
Assignment – “Moments of Truth”