CH5 TQM & Risk Flashcards
Define Risk Management
Measures the likelihood of an unplanned event.
What are the 4 steps in Risk Management?
AETC
Analyze - exposure, risk, probability
Evaluate - legal, economic, enviro and costs
Treat - control, avoid, transfer or finance
Communicate - policies, procedures, stakeholders
Define business continuity plan
A collection of procedures and information to use in the event of a disaster.
What are 5 steps in a business continuity plan?
GAPDI
Governance - who will do what
Analyze impact - critical services, priority, recovery
Plan - how to deal with situation
Develop Readiness Procedure - EE’s responsibilities
Implement Quality Assurance - accuracy, relevance, effectiveness.
What are measurable benefits of TQM?
CCRI
Cost reductions
Customer satisfaction
Reduction in defects
Improved morale
What are the steps in the Deming Cycle?
- Plan - identify opportunities for improvement
- Do - follow standards from plan stage
- Check - make sure process is being followed identify further opportunities
- Act - take steps to implement further changes in #3
Why use the Deming Cycle?
It is a tool to implement Total Quality Management
Define Total Quality Management.
TQM is a continuous-improvement approach to business management, which sets guidelines for all stakeholders to ensure things are done right the first time and errors and waste is eliminated.
What are the first 5 steps in a Payroll Continuity Plan?
APSRA
- Obtain approval and support from Snr. Mgmt
- Document Plans
- Define Scope
- Define roles and responsibilities
- Access Service Performance
What are the last 6 steps in a Payroll Continuity Plan?
PRCIBO
- Determine Service Priorities (must be done)
- Develop Quick Response Guides
- Develop a communication plan
- Implement testing and continuous improvements
- Identify back up resources and delegation
- Organize resources
