Chapter 7 and 8

Question 1

Strategic planning

Answer 1

the systematic approach to defining long-term business goals and planning the means to achieve them

Question 2

Benefits of strategic planning and deployment

Answer 2

The goals become clear—the planning process forces clarification of any vagueness
The planning process then makes the goals achievable
The monitoring process helps to ensure that the goals are reached
Chronic wastes are “scheduled” to be reduced through the improvement process
Creation of new focus on the customers and quality is attained as progress is made

Question 3

Strategic planning and deployment

Answer 3

a systematic approach to integrating customer-focused, system-wide quality and business excellence methods into strategic plan of the organisation

Question 4

Risks associated with strategic planning

Answer 4

Failure to integrate departmental goals into overall organisational goals
Projects suffered delays and waste due to inadequate participation and ended before positive business results were achieved

Question 5

Vision

Answer 5

desired future state of the organisation
Viewed as ultimate goal of the organisation

Question 6

Mission

Answer 6

Reason for organisation’s existence
State what we do and who we serve

Question 7

Strategies

Answer 7

means to achieve the vision

Question 8

Annual goals

Answer 8

aim or end to which work effort is directed

Question 9

ethics and values

Answer 9

what organisation stands for and believes in

Question 10

Policies

Answer 10

guide to managerial action and day-to-day decision making

Question 11

Deployment plan

Answer 11

1) Agree on your mission
2) Establish a vision
3) Develop long-term goals
4) Develop annual goals

Question 12

Coordination of quality activities requires two efforts

Answer 12

1) coordination for control
- focus of a quality department

2) coordination for creating change
- involves quality council or quality project teams