Quality in Practice

In: Business and Management

Submitted By dockozy
Words 680
Pages 3
BSOP 588 Quality Management
Student Name……..
Keller Graduate School
Date…..
Professor:

The Voice of the Employee supports improved internal process. The voice of the employee begins with providing a safe and secure workplace. These measures have been taken up because there have been violence and poor employee relations. Now the voice of business has been focused on breakthrough productive initiative and the third area namely the voice of the customer is focused on providing timely reliable delivery. In case of the US Postal Services, the objectives of the Voice of the Employee are such that they lead to improved productivity and revenues. So, the Voice of the Employee supports the Voice of the Business. At the same time the Voice of the Business supports the Voice of the Customer because better productivity leads to more timely and accurate deliveries. The delivery measurement systems measured the performance of the Voice of the Customers. The balanced scorecard system has some distinct advantages that make it suitable for improving performance. The first is that it is focused on getting results. This is why the approach in case of US Postal Services produced positive results. The second advantage is that linking employee interests in a service industry to business processes, and to customer satisfaction are strong drivers of success. These lead to improved financial results. Another important reason why balanced scorecard is useful is that it helps convert the business strategy into action. Most importantly, it communicates the plan, involves the organization, and places responsibility. On the other hand the balanced scorecard approach has some drawbacks. There are metrics, which the US Postal Services has generated for Voice of the Employee; the Voice of the Business, the Voice of the Customer and financials but the balanced…...

Similar Documents

Quality Disclosure and Certification:   Theory and Practice

...Journal of Economic Literature 2010, 48:4, 935–963 http:www.aeaweb.org/articles.php?doi=10.1257/jel.48.4.935 Quality Disclosure and Certification:  Theory and Practice David Dranove and Ginger Zhe Jin* This essay reviews the theoretical and empirical literature on quality disclosure and certification. After comparing quality disclosure with other quality assurance mechanisms and describing a brief history of quality disclosure, we address two sets of theoretical issues. First, why don’t sellers voluntarily disclose through a process of “unraveling” and, given the lack of unraveling, is it desirable to mandate seller disclosure? Second, when we rely on certifiers to act as the intermediary of quality disclosure, do certifiers necessarily report unbiased and accurate information? We further review empirical evidence on these issues, with a particular focus on healthcare, education, and finance. The empirical review covers quality measurement, the effect of third-party disclosure on consumer choice and seller behavior, as well as the economics of certifiers. ( JEL D18, K32, L15, M31) 1.  Introduction A  young couple expecting their first child  might  consult  healthgrades.com  hospital rankings to help choose where to deliver  their  baby.  A  year  later,  the  couple  decides  they need an SUV and consults performance  specifications  provided  by  manufacturers  and  reads  Consumer Reports  to ......

Words: 6050 - Pages: 25

Towards a Better Understanding of Supply Chain Quality Management Practices

...TOWARDS A BETTER UNDERSTANDING OF SUPPLY CHAIN QUALITY MANAGEMENT PRACTICES Article: International Journal of Production Research • This paper reports the result of a comparative study of quality tools and methods adaptation by operations and supply chain managers. • SCQM is defined as a system based approach to performance improvement that leverages opportunities created by upstream and downstream linkages with suppliers and customers. • Operation management is traditional been explained by some version of an ‘inputs-transformation process- outputs’ view of the productive capability of the firms. From Quality perspective, operation managers have focused on internal activities such as process control process improvement, product design improvement and design of experiment. As a result, more and more six-sigma improvement project evolved. • In addition experts like Deming have long emphasized importance of customers and supplier. • In this paper, it explored the difference between quality management practice of operation managers and each type of managers emphasizes supply chain managers, including what quality tools. Tool can here mean the method such as benchmarking, an approach to improving quality such as process improvement team (PIT) and leadership. Literature review and hypothesis development • Supply chain management has developed as a field from the integration of operations and marketing management. As a result, a linkage with upstream firms –......

Words: 962 - Pages: 4

Research in Brief Service Quality and Human Resource Practices: a Theme Park Case Study

...Research in Brief Service quality and human resource practices: a theme park case study Jeffrey Hickman Guest Service Manager, The Disney Company, Lake Buena Vista, Florida, USA Karl J. Mayer Assistant Professor, William F. Harrah College of Hotel Administration, University of Nevada, Las Vegas, Nevada, USA Keywords Human resource utilization, Theme parks, Employee communications, Service quality Introduction In services management, the linkage between employee performance and the delivery of high quality services has been well documented in the services marketing and hospitality literature (Zeithaml and Bitner, 2000; Mohr and Bitner, 1995; Bettencourt and Gwinner, 1996). This article reviews the human resource practices that have been adopted at a major theme park in order to maximize the delivery of superior guest services. Using a case study approach, the article describes how employee strategies at the Florida Theme Park (a disguised version of the park's actual name) lead to the attainment of exceptional service quality. The Florida Theme Park (FTP), which is located in central Florida, is a large, multi-purpose facility that features water parks, resort hotels, an entertainment district, and a sports complex. The FTP employs tens of thousands of people in a variety of positions. FTP's human resource department must develop recruiting strategies and reward and recognition programs that maintain high morale and promote teamwork, particularly for its......

Words: 2726 - Pages: 11

Quality

...1. How is quality defined? What is the goal of total quality management (TQM)? Why is TQM important? In general, quality may be defined as meeting or exceeding the requirements, needs, and expectations of the customer—whether or not those needs have been articulated. Garvin (1988) identified eight dimensions of quality: 1. Performance: measurable primary characteristics of a product or service 2. Features: added characteristics that enhance the appeal of a product or service 3. Conformance: meeting specifications or industry standards 4. Reliability: consistency of performance over time 5. Durability: useful life of a product or service 6. Serviceability: resolution of problems and complaints 7. Aesthetics: the sensory characteristics of a product or service 8. Perceived: quality: subjective assessment of quality based on cues related to the product Parasuraman, Zeithaml, and Berry (1988), identified five dimensions to service quality: 1. Reliability: ability to perform the promised service dependably and accurately 2. Responsiveness: willingness to help customers and provide prompt service 3. Assurance: employees’ knowledge, courtesy, and their ability to inspire trust and confidence 4. Empathy: caring, individualized attention given to customers 5. Tangibles: appearance of physical facilities, equipment, personnel, and written material TQM is a philosophy that involves everyone in an organization in a......

Words: 9796 - Pages: 40

Quality in Practice: Using the Balanced Scorecard at the Usps

...revenue to support the universal delivery service mission. (Evans 403) This is one measure that might be included in the USPS balanced scorecard. The balanced scorecard is an attempt to achieve a more proactive method for managing an organization while taking into account traditional measures. In essence, ‘it is the presentation of a mixture of financial and non-financial measures each compared to a 'target' value within a single concise report.’ (‘Balanced Scorecard’) Linking the measures through one level relates to another which is the key to aligning the elements. For example, keeping the number of complaints low as well as the number of damage claims helps the organization become more proactive in servicing the customer in a more quality approach which contributes to the financial stability of the organization. Operational Efficiency is another measure which might be included in the scorecard. Knowing which aspects of the organization are succeeding and which need improvement for future successful outcomes and communicating this to the employees helps to relate the financial measure and keep in alignment with internal process. Human Capital is another measure which might be included. Developing a strategic human resources plan which is aligned with organizational business strategies and standardizing core processes across the entire organization to improve operations. This can assist with employee turnover rate and the number of employee......

Words: 802 - Pages: 4

The Role of Human Resource Management (Hrm) Practices and Service Behaviour in Service Quality in Vietnam’s Tourist Hotels

...MANAGEMENT (HRM) PRACTICES AND SERVICE BEHAVIOUR IN SERVICE QUALITY IN VIETNAM’S TOURIST HOTELS Name of Student: Email of student: Matriculation Number: SEPT ID Number: Mai Hung Manh manhmhvnpt@gmail.com 2182281 VN05-14 First supervisor: Second supervisor: Prof. Dr. Utz Dornberger Dr. Nghiem Sy Thuong 20th May 2012 22nd June 2012 Date of assignment of topic: Date of submission: TABLE OF CONTENT LIST OF FIGURE.............................................................................................. 4 LIST OF TABLE ............................................................................................... 5 ACKNOWLEDGEMENT.................................................................................. 7 ABSTRACT....................................................................................................... 8 CHAPTER 1: INTRODUCTION ....................................................................... 9 1.1. Background ............................................................................................. 9 1.2. Rationale of the research........................................................................ 10 1.3. Research objectives ............................................................................... 11 CHAPTER 2: THEORETICAL FRAMEWORK ............................................. 13 2.1. Literature review ................................................................................... 13 2.1.1. HRM......

Words: 10688 - Pages: 43

Quality Practices in Modern China

...Quality Practices in Modern China Issue 1. Do you see any parallels between today’s Modern China and post-World War 2 Japan? What differences are evident? Parallels • Both cultures are rich and traditional, unified or nationalistic, and have similar religions, and values (Padmalingam, 2002). • Rapid urbanisation – the move from an agricultural based society to a manufacturing (and thus urbanised) society. • Democratisation – from a centralised government to capitalist, moving from an insular to outward looking culture. • Both Japan and China have imported their technology, relying upon imitating the inventions and ideas of others. This is changing however as modern quality management is embraced. • Preference for high growth over low growth. Chovanec (2011) says of Post-W2 Japan that “Inflation was low, and there were no external constraints”. Further, he states that Money Supply and Private Fixed Investment factors are paralleled between post WW2 Japan and China today. He infers that this “high growth has spending “out of control”. With such money to spend, quality systems are easily afforded. The subject of Chovanec’s article is that the growth is unsustainable and dangerous, with China set to follow Japan’s lead and head into recessionary financial territory. • Fast growing economies that are encouraged and supported by governments. • Both countries have economically benefited from conflict and wars, as the rate of technology improvement and economic......

Words: 965 - Pages: 4

Quality Practices at Nissan Motor Company

...Quality Practices at Nissan Motor Company Management 532 Table of Contents TITLE PAGE………………………………………………………………………..1 TABLE OF CONTENTS…………………………………………………………..2 ABSTRACT………………………………………………………………………….3 CHAPTER I – INTRODUCTION…………………………………………………4 CHAPTER II – PLAN DEVELOPMENT………………………………………..5 CHAPTER III – ANALYSIS……………………………………………………….7 CHAPTER IV – OUTLINING FINDINGS………………………………………..8 CHAPTER V – SUMMARY AND RECOMMENDATIONS…………………..9 REFERENCES…………………………………………………………………….11 Abstract Nissan Motor Company, Limited, is a global corporation with three automotive businesses (Nissan, Datsun and Infiniti) and a marine business (Nissan Marine). Nissan Motor Company and its sub-companies practice quality management using a Field Quality Center concept with 7 seven centers located around the world to serve customers. This group project discusses Nissan Motors Corporation’s history, recent quality downturn and their attempt to “expedite improvements that exceed customer expectations” to regain their lost reputation for quality. We will examine what and how quality practices have been developed and implemented by the Nissan Motor Company in response to these recent trends. In addition, we will determine if adopted quality practices have been successful in fostering......

Words: 2891 - Pages: 12

Comparing the Quality Management Practices in Uk Smes

...The current issue and full text archive of this journal is available at www.emeraldinsight.com/0263-5577.htm Comparing the quality management practices in UK SMEs Maneesh Kumar Strathclyde Institute for Operations Management, University of Strathclyde, Glasgow, UK, and Quality management practices 1153 Received 5 May 2008 Revised 23 June 2008 Accepted 17 July 2008 Jiju Antony Centre for Research in Six Sigma and Process Excellence (CRISSPE), Strathclyde Institute for Operations Management, University of Strathclyde, Glasgow, UK Abstract Purpose – The last two decades have witnessed an explosion of research into the area of quality initiatives (QI) such as ISO, total quality management, lean, Kaizen and its application within small and medium-sized enterprises (SMEs). However, very few empirical studies have reported the application of Six Sigma in SMEs; the reasons may be attributed to several myths associated with Six Sigma. The purpose of this paper is to assess the current status of QI in the UK manufacturing SMEs and report the differences in the quality management practices of Six Sigma SMEs against the ISO certified firms. Design/methodology/approach – A survey-based approach was adopted to understand the established quality management practices in the UK SMEs. A short survey instrument was designed by reviewing the literature on quality improvement initiatives in SMEs. A sample of 500 manufacturing SMEs across UK was selected through stratified random......

Words: 6237 - Pages: 25

Quality

...guidelines stating that hand washing is the single most important procedure to prevent nosocomial infection and the relative simplicity of this procedure, adherence to hand hygiene recommendations of healthcare workers is unacceptably low, usually well below 50% (Pittet, Allegrazi, & Boyce, 2009). Nursing-Sensitive Quality Indicator The use of nursing-sensitive indicators as a measure of quality care is a relatively new development in the healthcare industry. It wasn’t until the mid-1990s that many national healthcare organizations and regulatory agencies began to recognize a correlation between certain interventions performed by nurses and the overall quality and safety performance of healthcare institutions (Erickson, 2011). A broad definition of nursing-sensitive quality indicators might be: a set of standardized performance measures intended to help hospitals assess the extent to which nursing interventions have an impact on patient safety, quality, and the professional environment (Erickson, 2011). Hospital Acquired Infections Nurses play a pivotal role in preventing hospital acquired infections, not only by ensuring that all aspects of their nursing practice is evidence based, but also through nursing research and patient education. As patient advocates, nurses are in the unique position to affect change to improve patient standards. The nurse has many tools available to create a safe environment for patients. Hospital acquired infections are essentially......

Words: 2884 - Pages: 12

Quality

...Quality Improvement Implementation Paper The following paper we will learn about the manufacturing process of Hartman Industries. We will also learn about what the organization should do in order to improve its business processes with the help of quality management system. The paper will also tell what quality management system the organization should implement. We will also learn about the manufacturing process of Hartman Industries while discovering how the organization can benefit from application of our chosen recommendations. Quality Management System Quality management system process is a method by which an organization can easily improve its processes. It is a part of quality management system and is a business excellence process. This process will be very useful in improving processes of Hartman Industries. Hartman Industries are the leader of plastic injection molding industry. It specializes in creating innovative plastic designs and has earned international acclaim for these designs. The attributes which give competitive edge to this organization are attention to detail, good quality control standards and precision in work. If quality management system processes are applied to this organization then the organization can further improve its processes (Gitlow, 2001). The organization has incorporated the use of best practices and components in its manufacturing system. It uses high quality of polymer in manufacturing; it has a well maintained R&D......

Words: 1075 - Pages: 5

Quality Practices in Modern China

...net/publication/235295472 Total quality management principles and practices in China ARTICLE in INTERNATIONAL JOURNAL OF QUALITY & RELIABILITY MANAGEMENT · NOVEMBER 2003 DOI: 10.1108/02656710310500833 CITATIONS READS 34 452 3 AUTHORS, INCLUDING: Alistair R Anderson The Robert Gordon University 112 PUBLICATIONS 3,104 CITATIONS SEE PROFILE Richard T. Harrison Queen's University Belfast 81 PUBLICATIONS 2,427 CITATIONS SEE PROFILE All in-text references underlined in blue are linked to publications on ResearchGate, letting you access and read them immediately. Available from: Alistair R Anderson Retrieved on: 02 February 2016 The Emerald Research Register for this journal is available at http://www.emeraldinsight.com/researchregister IJQRM 20,9 1026 Received May 2002 Revised November 2002 The current issue and full text archive of this journal is available at http://www.emeraldinsight.com/0265-671X.htm NEW RESEARCH Total quality management principles and practices in China Jin-Hai Li International Business School of Nankai University, Tianjin, People’s Republic of China Alistair R. Anderson Charles P. Skene Centre for Entrepreneurship, Aberdeen Business School, Robert Gordon University, Aberdeen, UK, and Richard T. Harrison School of Management, University of Edinburgh, Edinburgh, UK Keywords Total quality management, Private ownership, China Abstract Considers the role and practices of......

Words: 9594 - Pages: 39

Quality

...GM588 Final Project Proposal Outline Gary Silva Title - “Quality for Life through Best in Quality Practice” Name of Organization and Background - Diabetes Care is a rapidly growing and emerging company which employs approximately 30, who appear to either meet or exceed their company’s expectations, with net sales of approximately $3.2 million. Classified as a medical device manufacturer. To be more specific their Primary SIC Code is Medicinals and botanicals (2833), in simpler terms, they manufacture medical devices. Primary products are Insulin delivery systems. Some of the major components of the assembly are made from and injection molding process using thermal plastics then moved to a secondary plastics joining assembly operation using a unique process technology offered by BRANSON Ultrasonics Corp. called Radiance Laser Welding. Introduction of the Problem - Quality is essential. They must produce product under the scrutiny of FDA guidelines, which in itself is a very costly and extensive process. Therefore it is imperative that they get things right. Goal is similar to any other company, which is, increased sales and market share. Out of their many challenges, what may be one of the biggest is to build good product without generating any plastics flash and particulate matter, thereby reducing potential risk of some type of loose foreign body being introduced into the human body through injection then flowing along the blood stream possibly...

Words: 550 - Pages: 3

Business Quality - 5 Practice Principles

...Part 3: Business Quality – 5 Practice Principles By: Gautam Borah Abstract: “Business Quality – The Fundamentals”, is the first treatise in the series of Business Quality. The first part contended a new Postulate on Quality which addresses the need of an organization and customer in the current global scenario of business. The title “Business Quality - The Delivery Model” is the second treatise on the subject of Business Quality. This is the third part titled “Business Quality – 5 Practice Principles”. This part delineates the principles on which the Business Quality is predicated. The treatise proposes 5 principles which can help an organization to create the DNA of Business Quality. Introduction The first treatise in this series of Business Quality discussed the notion of Quality in the context of current global business environment and a new postulate has been reprised. The second treatise delineated a Delivery Model for the postulate. This article is the Part 3 of the same series which illustrates the Practice Absolutes of Business Quality. The intrinsic notion of the practice principles The principles presented in this article are at practice levels. Unlike strategic principles, the practice principles aim at execution and will assist the organizations to build a culture of business Quality. Besides, practiced with a suitable monitoring and measurement system, these principles will act as the operational building blocks to sustain the Business Quality......

Words: 842 - Pages: 4

Quality in Practice: Using the Balanced Scorecard at the United States Postal Service

...workplace in response to instances of violence and poor employee relations. Employees were given an opportunity to voice their opinions and make suggestions to create a happier and safer work environment without any consequence or retaliation regardless of the feedback given. This safe environment encourages employees to be honest and open up about what they really feel should be improved in the workplace. This ties into internal processes because when employees are happy and feel secure in their positions, they are more likely to align their personal goals with the goals of the company. Happy employees are more productive and also more focused on their productivity and are more likely to be better performers and work hard to abide by the quality initiatives. The Voice of the Employee supports the Voice of the Business because the employees are the first line of business, they are the actual people working the internal processes, therefore tackling the Voice of the Employee and growing into a better work environment would be the first step into tackling any issues with internal processes. The Voice of the Business supports customer satisfaction because it is focused on the “Breakthrough Productivity Initiative”. Focusing on streamlining internal processes and productivity measures go hand in hand when measuring customer satisfaction. The whole purpose behind a productivity initiative is to increase customer service levels and increase customer satisfaction, which is......

Words: 698 - Pages: 3

Motor Magazine 1977 nummer 26 (1 juli) TT - Nummer Wil Hartog wint! (Nederlands) | Instrumental Guitar Rock (lossless) | 1600 Penn (9)