The Quest For Quality

1
The Quest For Quality

• Quality To consistently meet or exceed customer
  expectations
• Provide Goods and Services to Customer
• Provide Value to Customer
• Make a profit
• Remember
• Qe Qed Qee

2
The Quest for Quality

• Quality has been the most under-managed of
  customer wants
• Terms like Quality Management were rarely used in
  the U.S. until the 1980s
• Development of the Body of Knowledge on Quality
  Management is largely due to the work of a few
  pioneers

3
The Quest For Quality

• Approaches to Quality
• Quality Control
• Quality Assurance
• Quality Circles
• TQM
• Continuous Improvement

4
The Quest For Quality

• Characteristics of High Performance Organizations
• Training and Continuous Learning
• Information Sharing
• New Roles for Employees
• Problem Solvers
• Self-managers
• Entrepreneurs

5
The Quest For Quality

• High Performance Organizations cont.
• New Organizational Structures
• Push down
• Cross Functional Teams
• New worker-manager partnership
• Compensation linked to Performance
• Employment Security
• Supportive Work Environment

6
The Quest For Quality

• The Malcolm Baldrige National Quality Award
  Core Values and Concepts
• Visionary Leadership
• Customer-driven Excellence
• Organizational and Personal Learning
• Valuing Employees and Partners
• Agility

7
The Quest For Quality

• Baldrige Award Values and Concepts cont.
• Focus on the Future
• Managing For Innovation
• Management by Fact
• Public Responsibility and Citizenship
• Focus on Results and Creating Value
• Systems Perspective

8
The Quest For Quality

• Baldrige Award Criteria
• Leadership
• Strategic Planning
• Customer and Market focus
• Information Analysis
• Human Resources Focus
• Process Management
• Business Results