Total Quality in Organizations

Growth of Modern Quality Management

Systems Thinking

-A system is the functions or activities within an organization that work together for the aim of the organization.
-Subsystems of an organization are linked together as internal customers and suppliers.
-A systems perspective acknowledges the importance of the interactions of subsystems, not the actions of them individually.

Manufacturing Systems

-Marketing and sales
-Product design and engineering
-Purchasing and receiving
-Production planning and scheduling
-Manufacturing and assembly
-Tool engineering
-Industrial engineering and process design
-Finished goods inspection and test
-Packaging, shipping, and warehousing
-Installation and service

Quality in Business Support Functions for Manufacturing

-General management
-Finance and accounting
-Human resource management
-Quality assurance
-Legal services

Critical Differences between Service and Manufacturing

-Customer needs and performance standards are more difficult to identify and measure
-Services requires a higher degree of customization
-Output is intangible
-Services are produced and consumed simultaneously
-Customers are often involved in actual process
-Services are more labor-intensive than manufacturing
-Services handle large numbers of transactions

Components of Service System Quality

-Employees
-Information technology

The Ritz-Carlton Hotel Co.

Quality in Health Care 

-Joint Commission on Accreditation of Healthcare Organizations (JCAHO)
-National Committee for Quality Assurance (NCQA)
-Institute for Healthcare Improvement (IHI)
-1999 expansion of the Baldrige Award to nonprofit health care organizations

Quality Issues in Health Care

-Avoidable errors
-Underutilization of services
-Overuse of services
-Variation in services

Quality in Education

-Koalaty Kid program
-1999 expansion of the Baldrige Award to nonprofit education organizations
-Success stories
-Mt. Edgecumbe High School
-Brazosport ISD
-Hunderton Central Regional HS
-Pinellas County School

Quality in the Public Sector

-Quality in the Federal Government
-State and Local Quality Efforts

THANK YOU