Module 3: Flow of Activities to Achieve Total Quality Management

Question 1

— a process or series of continuing and related activities

— involves and concentrates on reaching organizational goals

— reaches these goals by working with and through people and other organizational resources

Answer 1

The Management Process

Question 2

1) Planning
2) Organizing
3) Leading
4) Controlling

-The key functions in the management process are connected but not always linear. (You don’t have to follow them in a certain order)

Answer 2

4 Functions of Management

Question 3

→ process of setting goals and deciding how to achieve them
→ defining the organization’s vision and mission
→ setting goals and objectives
→ strategizing
→ plan of action to achieve goals

Answer 3

Function of Management: PLANNING

Question 4

→ process of allocating and arranging human and non-human resources so that plans can be carried out successfully
→ formulate the organizational structure
→ resource allocation
→ job design

Answer 4

Function of Management: ORGANIZING

Question 5

→ process of influencing others to engage in the
work behaviors necessary to reach organizational goals
→ leadership and direction
→ motivation
→ coordination and communication

Answer 5

Function of Management: LEADING

Question 6

→ process of regulating organizational activities so that actual performance conforms to expected organizational standards and goals
→ process and standards
→ review and evaluation
→ corrective action

Answer 6

Function of Management: CONTROLLING

Question 7

— one of the most important factors for the success of an enterprise

— without them, a business cannot exist. But to capture customers, a business must try to find out what people want, how much and how often they will buy and how their post-purchase satisfaction will be ensured

Answer 7

Customer

Question 8

→ within the company the colleagues working together for delivering a service or product for the external customer

Answer 8

Type of Customer: INTERNAL CUSTOMER

Question 9

→ may be an individual or an enterprise that hires or purchases the product(s) or service(s) from another person or business in exchange of money
→ also influences the sale of the product or service

Answer 9

Type of Customer: EXTERNAL CUSTOMER

Question 10

— the process is defined as a set of interconnected activities that result in a product or a service to be offered to a customer

— thus, their relation is of critical importance; the result of one
activity (the process) directly affects the other entity (the customer)

— For example, all the customer complaints are analogous to
process variation. If variation that is nonconformance to the quality standards occurs, it will ultimately affect the quality of the end product or service. Therefore it is important to keep a
strong check on this aspect

Answer 10

Relation of a Process vs Its Customer

Question 11

— not an objective statistics but more of a feeling or attitude

— if a customer is happy with a product or a service it has hired or purchase, they will pay their bills promptly, which greatly improves cash flow-the lifeblood of any organization

— customers that are satisfied will increase in number, buy more, and buy more frequently

— although there some statistics we can use to measure customer satisfaction, feelings and attitudes are subjective

Answer 11

Customer Satisfaction

Question 12

— many companies approach customer satisfaction in a narrow
way by confining quality considerations to the product alone

— whereas service connected with the product are frequently overlooked, such as packaging, timely and accurate shipping and ability to meet deadline matters

— customer define quality in terms of their overall experience with the company

Answer 12

Defining quality with respect to customer satisfaction process

Question 13

— means losing a business

— occurs when an unhappy customer decides to stop hire or purchase your services or products and decides to find some other suitable alternative that satisfies its needs which your organization failed to deliver

— caused by poor service quality, which in turn have a substantial impact on cost or profits

— in service sector, employees customer interaction influences satisfaction more than actual product or service obtained

Answer 13

Customer Defection

Question 14

• achieved through good human resources management practices and organization development methods such as team building, job development, and empowerment

Answer 14

Employee Retention

Question 15

→ Develop key indicators that drive customer satisfaction

→ Collect data regarding the perception of quality received by customers

Answer 15

Key Indicators Used to Measure Customer Satisfaction

Question 16

1) Reliability
2) Aesthetics
3) Adaptability
4) Usability
5) Functionality
6) Appropriateness

Answer 16

Key Indicators for Physical
Products

Question 17

1) Friendliness / Courteousness of Employees
2) Safety / Risk of Service
3) Billing / Invoicing Procedure
4) Responsiveness to Requests
5) Appearance of Physical Facilities
6) Approachability of the Service Provider
7) Willingness to Listen to Customer
8) Honesty and an Ability to Communicate in Clear Language

Answer 17

Key Indicators for Services