Thursday, November 28, 2019

Qulity Managment Essay Example

Qulity Managment Essay Quality Management for Organizational Excellence Lecture/Presentation Notes By: Dr. David L. Goetsch and Stanley Davis Based on the book Quality Management for Organizational Excellence (7Th Edition) Presented By; Dr. Rania A. M Shamah Associate Professor of Business Administration 1 One: The Total Quality Approach to Quality Management MAJOR TOPICS †¢ What is Quality? †¢ The Total Quality Approach Defined †¢ Two Views of Quality †¢ Key Elements of Total Quality †¢ Total Quality Pioneers †¢ Keys to Total Quality Success †¢ How is Six Sigma Achieved? †¢ The Future of Quality Management 2 One: The Total Quality Approach to Quality Management ? Quality has been defined in a number of ways. ? When viewed from a consumer’s perspective, it means meeting or exceeding customer expectations. ? Quality is a dynamic state associated with products, services, people, processes, and environments that meets or exceeds expectations. ? Total quality is an approach to doing business that attempts to maximize an organization’s competitiveness through the continual improvement of the quality of its ? products, services, people, processes, and environments. 3 The Consequences of Poor Quality Loss of business ? Productivity ? Costs Benefits of Good Quality ? Enhanced reputation for quality ? Ability to command higher prices ? Increased market share ? Greater customer loyalty ? Lower liability costs ? Fewer production or service problems ? Higher profits 4 Responsibility for Quality ? Everyone in the organization has some responsibility for quality, but certain areas of the organization are involved in activities that make them key areas of responsibility. ? Top management ? Design ? Procurement ? Production/operations ? Quality assurance ? Packaging and shipping ? Marketing and sales ? We will write a custom essay sample on Qulity Managment specifically for you for only $16.38 $13.9/page Order now We will write a custom essay sample on Qulity Managment specifically for you FOR ONLY $16.38 $13.9/page Hire Writer We will write a custom essay sample on Qulity Managment specifically for you FOR ONLY $16.38 $13.9/page Hire Writer Customer service 5 Costs of Quality ? Failure Costs costs incurred by defective parts/products or faulty services. †¢ Internal Failure Costs †¢ Costs incurred to fix problems that are detected before the product/service is delivered to the customer. †¢ External Failure Costs †¢ All costs incurred to fix problems that are detected after the product/service is delivered to the customer †¢ Appraisal Costs †¢ Costs of activities designed to ensure quality or uncover defects All TQ training, TQ planning, customer assessment, process control, and quality improvement costs to prevent defects from occurring Prevention Costs †¢ 6 Ethics and Quality ? Substandard work †¢ †¢ †¢ †¢ †¢ Defective products Substandard service Poor designs Shoddy workmanship Substandard parts and materials Having knowledge of this and failing to correct and report it in a timely manner is unethical. 7 Total Quality Management T Q M ? A philosophy that invo lves everyone in an organization in a continual effort to improve quality and achieve customer satisfaction. ? Total quality is not just one individual concept. ? It is a number of related concepts pulled together to create a comprehensive approach to doing business. Many people contributed in meaningful ways to the development of the various concepts that are known collectively as total quality TQM Approach 1. Find out what the customer wants 2. Design a product or service that meets or exceeds customer wants 3. Design processes that facilitate doing the job right the first time 4. Keep track of results 5. Extend these concepts throughout the supply chain 8 TQM Elements 1. Continuous improvement 2. Competitive benchmarking 3. Employee empowerment 4. Team approach 5. Decision based on fact, not opinion 6. Knowledge of tools 7. Supplier quality 8. Champion 9. Quality at the source 10. Suppliers are partners in the process 9 Continuous Improvement ? Continuous Improvement †¢ Philosophy that seeks to make never-ending improvements to the process of converting inputs into outputs †¢ Kaizen †¢ Japanese word for continuous improvement. Quality at the Source ? The philosophy of making each worker responsible for the quality of his or her work †¢ â€Å"Do it right† and â€Å"If it isn’t right, fix it† 10 The Total Quality Approach Defined Total Quality: What It Is and How It Is Achieved ? Key characteristics of the total quality approach are as follows: strategically based, customer focus, obsession with quality, scientific approach, long-term commitment, teamwork, employee involvement and empowerment, continual process improvement, Each element is explained on slides (12- 14) ? The rationale for total quality can be found in the need to compete in the global marketplace. ? Countries that are competing successfully in the global marketplace are seeing their quality of living improve. ? Those that cannot are seeing theirs decline. 11 The Total Quality Approach Defined Total Quality: What It Is and How It Is Achieved Key characteristics of the total quality approach are as follows: ? Strategically-based ? Total quality organizations have a comprehensive strategic plan that contains at least the following elements: vision, mission, broad objectives, and activities that must be completed to accomplish the broad objectives. ? The strategic plan for a total quality organization is designed to give it a sustainable competitive advantage in the marketplace. ? Customer Focus ? In a total quality setting, the customer is the driver. This applies to both internal and external customers. ? Obsession with Quality ? This means all personnel at all levels approach all aspects of the job from the perspective of How can we do this better? When an organization is obsessed with quality, good enough is never good enough. 12 The Total Quality Approach Defined Total Quality: What It Is and How It Is Achieved Key characteristics of the total quality approach are as fo llows: ? Scientific Approach ? While it is true that people skills, involvement, and empowerment are important in a total quality setting, they represent only a part of the equation. Another important part of the equation is the use of the scientific approach in structuring work and in decision making and problem solving that relates to the work. ? Long-Term Commitment ? Organizations that implement management innovations after attending short-term seminars often fail in their initial attempt to adopt the total quality approach. ? This is because they approach total quality as just another management innovation rather than as a whole new way of doing business that requires a whole new corporate culture. 13 The Total Quality Approach Defined Total Quality: What It Is and How It Is Achieved ? Teamwork ? Internal competition tends to use energy that should be focused on improving quality, and, in turn, external competitiveness. ? Continual Improvement of Systems ? In order to continually improve the quality of products or services: which is a fundamental goal in a total quality setting. ? It is necessary to continually improve systems. ? Continual Process Improvement ? Products are developed and services are delivered by people using processes within environments (systems). To continually improve the quality of products and services-which is a fundamental goal in a total quality setting- it is necessary to continually improve the processes that make up the organization’s systems. 14 Three-Legged Stool of Total Quality Measures ? Statistical process control ? Benchmarking ? Quality tools People ? Quality is built in ? Quality is expected not inspected ? Employees are empowered Processes ? Continual improvement ? â₠¬Å"Good enough† is never good enough 15 Perceived Quality Word of Mouth Personal Needs Expected Quality Past Experience Quality Dimensions ? ? ? ? ? Reliability Responsiveness Assurance Empathy Tangibles Quality Assessment 1. Expectations exceeded ESPS (Unacceptable Quality) 16 Perceived Quality Defining Quality Quality is Satisfactory.. Dimensions of Quality †¢ Reliability: The ability to Perform promised service dependably and accurately. †¢ Responsiveness: Willingness to help customers and to provide prompt service. †¢ Assurance: The knowledge and courtesy of employees as well as their ability to convey trust and confidence. †¢ Empathy: The provision of caring , individualized attention to customers. Ability to be approachable. †¢ Tangibles: The appearance of Physical facilities equipment, personnel, and ommunication materials.. 17 Quality Gap Model Customer Perceptions Managing the Evidence Communication GAP 4 Customer Satisfaction GAP 5 Customer Expectations Customer / Marketing Research GAP 1 Understanding the Customer Service Delivery Management Perceptions of Customer Expectations Design GAP 2 Conformance GAP 3 Conformance Service Standards Product De sign 18 Customer Satisfaction †¢ All customers want to be satisfied. †¢ Customer loyalty is only due to the lack of a better alternative †¢ Giving customers some extra value will delight them by exceeding their expectations and insure their return 19

Sunday, November 24, 2019

Retail Packaging Essays

Retail Packaging Essays Retail Packaging Essay Retail Packaging Essay Retail Packaging Name: Course: Institution: Tutor: Date: Retail Packaging Packaging Smaller Runs When starting a business, it is only logical to make sure that the retailing packaging being used is of the least cost possible. There are a number of prints that can be made on the folding carton. Since the business is planning on using only three printing colors, there a number of varieties to choose from. However, due to saving on costs and other unnecessary complications that come with printing, the business will use the flexography printing method. There are a number of printing methods that can suite the folding carton. These include letter press, gravure, flexography, digital printing and offset. However, the flexography suites this retail packaging due to a couple of reasons. Since the business will start with the use of three colors, this method can incorporate up to ten colors (Casals Pilars International, 2007). This is because it incorporates fast drying inks thus making the process much faster. The major advantage of this method is that it is cost effective as compared to other methods. Since water based inks can be used as effectively as oil based ones, the water based are the cheapest as far as reducing costs is concerned. They also bring out the same effect as the oil based inks. This type of printing is also used in image making thus can be used to produce any images that might be used on the carton folders. The reproduction of all the color hues is one of the major disadvantages of this type of printing (Casals Pilars International, 2007). However, the business will only incorporate three colors that can be reproduced. This will disadvantage will not affect the business. This type of printing can take place in both the absorbent and non absorbent materials. The materials used to make the folding cartons are non-absorbent. There will be no problem with the materials to be used. This is an advantage, as some of the other printing methods do not make a favorable impression on the non-absorbent materials. Since this is business, minimizing the cumbersomeness of printing is one of the aims of being effective. This can take place through this method. A photopolymer image or a rubber enables the formation of millions of impressions without having to repeat a process. This saves time, cost and is more effective. The business needs to make as many folding cartons as possible within the shortest time possible. Larger Production Producing goods in larger quantity means that the business will have to improve in efficiency without compromising on the quality of the products (Meyers Gerstman, 2005). The digital printing method is the best if the business was to incorporate larger production of the folding cartons. Although it involves the use of more expensive machinery than the ones used in the previous method, it is more effective and efficient when it comes to mass production. One significant advantage of this method is that it is extremely fast. Thousands of folding boxes can be printed in a very short time. Although it involves machinery that is expensive, the unit cost is much smaller due to the bulk production of folding cartons taking place. The original desired image is not altered on the final product as compared to other methods. This will enable the business to offer more satisfying results to the customers thus attracting more customers (Hoffmann-Falk, 2007). This type of printing involves multiple colors within a short period. Whether the business decides to use more colors or decides to remain with the three colors, this printing method will accommodate the changes. Consistency and innovations are very significant to a business. However, major extra costs should be avoided in order to maximize on the profits (British Retail Consortium, 2008). References British Retail Consortium. (2008). Global standard for packaging and packaging materials. London: The Stationery Office. Casals, R., Pira International. (2007). The future of flexographic printing markets to 2012. Leatherhead: Pira International. Hoffmann-Falk, M., Oce? Printing Systems GmbH. . (2007). Digital printing: Technology and printing techniques of Oce? digital printing presses. Poing: Oce? Printing Systems GmbH. Meyers, H. M., Gerstman, R. (2005). The visionary package: Using packaging to build effective brands. Houndmills, Basingstoke, Hampshire: Palgrave Macmillan.

Thursday, November 21, 2019

Reaction Paper On The Picture Wind Chime After Dream By Pierre Huyghe Essay

Reaction Paper On The Picture Wind Chime After Dream By Pierre Huyghe - Essay Example This picture was taken from a horizontal close-up position, thus clearly capturing the tree trunks at horizontal positions and the suspended chimes at an elevated angle. From the photographer’s angle, one can see only six of the 47 chimes mounted on the trees. In addition to the mentioned contents, the root section of each tree is covered with dried vegetation as opposed to the rest of the lawn, which is covered with green grass. Tree trunks and branches are dark and gray while the leaves are greenish-yellow in color. Behind the trees are five whitish structures of what appears to be concrete pillars. Having acknowledged the visible contents Pierre Huyghe’s picture, subsequent sections of this report analyze individual elements of art as they appear on the portrait. Keen focus on each element forms the basis of critical analysis in the art. It is through appraisal of individual components of the picture that one conclude on the success or failure to meet its aesthetic objectives. Basically, elements of art include line, texture, shape, and color among others. Each of these elements plays a significant role in creating unique attributes of a portrait. Variation of lines and texture allows an artist to manipulate contents in order to achieve the desired meaning. Variation of lines and shape enables the audience to develop concrete perceptions of space. On the other hand, manipulation of texture and color unearths aspect of time, which enhances the creation of intended theme by an artist.... Tree trunks and branches are dark and grey while the leaves are greenish-yellow in color. Behind the trees are five whitish structures of what appears to be concrete pillars. Having acknowledged the visible contents Pierre Huyghe’s picture, subsequent sections of this report analyze individual elements of art as they appear on the portrait. Keen focus on each element forms the basis of critical analysis in art. It is through appraisal of individual components of the picture that one conclude on the success or failure to meet its aesthetic objectives. Basically, elements of art include line, texture, shape and color among others. Each of these elements plays a significant role in creating unique attributes of a portrait. Variation of lines and texture allows an artist to manipulate contents in order to achieve a desired meaning. Variation of lines and shape enables audience to develop concrete perceptions of space. On the other hand, manipulation of texture and color unearths a spect of time, which enhances creation of intended theme by an artist. These elements must appear in every piece of artwork, whether it is two-dimensional or three-dimensional. In this regard, Pierre Huyghe’s picture incorporates some of these elements in depicting the wind chimed field. Elements of Art in the Picture Line and Shape Pierre Huyghe’s wind chime picture adopts a combination of both horizontal and vertical line techniques. These two techniques cumulatively facilitate creation of a path where viewers can perceive the aspects of space. Horizontal lines in the picture delineate those sections of the lawn and trees which extends into the adjacent space outside the camera’s coverage. In this context, Pierre