Chapter 11 Flashcards
What is TQM?
Total Quality Management (TQM ):
Entails creating a total quality culture, involving managers and employees at all levels, bent on continuously improving the performance of every task and value chain activity.
Is a long-term race without a finish in which success comes slowly in small steps forward (kaizen)
What are the action steps to realize the value of TQM?
Committing to total quality and continuous improvement.
Fostering quality-supportive behaviors.
Empowering all employees to improve quality.
Using online systems to speed the adoption of best practices.
Emphasizing the necessity for improved performance.
What is business process re engineering?
Involves radically redesigning and streamlining work effort, flows and processes to achieve dramatic improvements in performance
Uses cross-functional teams, cutting-edge technology and information systems to reset and refocus the organization’s strategy
Putting in a new order for a computer from Dell. They ended up creating the cell system, they would have one step done and if it wasn’t ready for the other step they would move on to the next step that way it wouldn’t take months to give you the new computer.
What are non monetary approaches to enhancing motivation?
Provide attractive perks and fringe benefits
Give awards and other forms of public recognition
Rely on promotion from within whenever possible
Invite and act on ideas and suggestions
Create a work atmosphere of caring and mutual respect
State the strategic vision in inspirational terms
Share the firm’s critical information with employees
Provide a comfortable working environment
What are linking rewards to strategically relevant performance outcomes?
Focus on and reward results, not effort
Create a results-oriented work environment that focuses on what to achieve, not what to do
Set strategically-relevant, specific, and measurable stretch performance goals that are difficult but achievable
Link the performance goals of each individual in an organizational unit to the unit’s goals
Reward and recognize as success superior performance in accomplishing the goals
