BUSI 760 - Quality Management & Productivity

Question 1

Ways to Mitigate Obstacles in a Quality improvement Plan

Answer 1

Strong Leadership
Proper Planning
Adequate Financial & Human Capital
Organizational Buy-In
Evaluation & Feedback

Question 2

Quality Management Tools & Best Practices EXAMPLES

Answer 2

See spreadsheet

Question 3

TQM Basics

Answer 3

Quality Council (Process, Product, & Project) & Empowered Teaming
“The only thing certain in life is change.”
Create a “think” culture.
Continuous education and training
Goal focusing - everyone should know the goals

Question 4

Phases of Change Process

Answer 4

“A Problem is an Opportunity”

I. Recognize the need for change & invest in technology/processes. Motivate and encourage.
II. Adapt technology & keep ideas flowing
III. Structural Changes
IV. Implementation across all aspects of the organization

Question 5

TQM Implementation Plan

Answer 5

1. Identify problems/opportunity
2. Prioritize problems
3. Select best project
4. Develop a plan
5. Use MIS tools when needed
6. Develop measurement tools and benchmarks
7. Training
8. Implementation
9. Feedback - monitor - control - change
10. Status reports & repeat steps if needed

Question 6

TQM Versions - DEMING

Answer 6

stats focused
management responsible
Quality of Design, Conformance, Performance
14 points
no slogans

Question 7

TQM Versions - CROSBY

Answer 7

culture-focused
“zero-defects” slogan
DRIFT - Do It Right The First Time
employee motivation/commitment

Question 8

TQM Versions - JURAN

Answer 8

quality planning is as important as financial planning
workers are responsible for quality through self-control
sensors & feedback important

Question 9

Facilitation Basics of Team Performance

Answer 9

1. Inclusion - participative model (team size, logistics/meeting time, etc.)
2. War Room
3. Curmudgeons
4. Meeting Facilitation - guided discussions, agenda
5. Decision Making - consensus/majority/dictator
6. Working visually as a team
7. Yellow stickies
8. Action Plans
9. Cycle of Change - getting organization on board with the team’s decision
10. measure the efficiency & effectiveness of the team

Question 10

Steps to Engaged Team Performance

Answer 10

1. Commit to change
2. Measure & Analyze the process
3. Streamline the work
4. Make the work and data visible
5. Organize the team
6. Set team goals
7. Lead the transition
8. Sustain engaged team performance

Question 11

Biblical Integration

Answer 11

God evaluates His work and identifies weaknesses before implementing tools (grace and love) to improve the quality of His creation.

We are instructed by Him on how to use our God-given tools to pursue quality in all areas of our life including prayer (Mark 6:9), our homes (Proverbs 31:27), in child rearing (Deuteronomy 6:7, Proverbs 22:6, and Ephesians 6:4), our bodies (Corinthians 6:19), and even our work (Colossians 3:23).

Quality is important to God and so it should be important to us as well. We are created in His image; therefore, business leaders should imitate Him by evaluating their processes, identifying weaknesses, and implementing tools in order to improve the quality of their production.

Quality management in business is a tangible expression of good stewardship.