Summary of literature seminar week 2

Question 1

Dean and Bowen Suggest three main principles and explain

Answer 1

Customer Focus:
important to deliver products that fulfil customer needs

Continuous Improvement:
Always need to improve to retain customer satisfaction. PDCA, reengineering

Teamwork:
collaboration within organisation and customers.

Question 2

Connection between principles in Dean & Bowen

Answer 2

Need to understand customer expectations in order to work on continuous improvement. Then teamwork helps to establish and communicate what needs to be done, roles and techniques.

Question 3

Main similarities and differences between cornerstone model and dean & Bowens principles of total quality

Answer 3

Cornerstone suggest 5 values: Focus on processes, focus on customer, improve continuously, let everybody be committed and base decisions on fact. Then committed leadership is necessary.

Main similarities:

• Focus on customer - Customer focus
• Improve continuously - Continuous improvement
• Let everybody be committed - Teamwork

Main Differences:
Cornerstone does not focus on overall quality. More on leadership