TQM Lesson 1 Flashcards
What is a Mission?
A mission articulates the purpose of an organization, focusing on its core objectives, activities, and approach to achieving them. It defines what the organization does and for whom.
It answers the question, ‘What do we do, and how do we do it?’.
What are the characteristics of a Mission?
- Actionable and realistic
- Describes present operations and activities
- Reflects organizational values and purpose
Provide an example of a Mission.
“To deliver efficient and innovative public services that enhance the quality of life for our community through collaboration, accountability, and excellence.”
What are the characteristics of an Operational Plan?
- Specific
- Measurable
- Time-Bound
- Resource-Focused
- Responsibility-Oriented
How are Operational Plans designed?
- Understand the Strategic Plan
- Set Clear Objectives
- Identify Key Activities
- Assign Responsibilities
- Allocate Resources
- Set Timelines
- Establish Performance Indicators
- Monitor and Adjust
What is an example of an Operational Plan in Public Administration?
Scenario: Enhancing Waste Management in a Municipality
Objective: Reduce municipal waste by 20% within one year.
What are the key activities for enhancing waste management?
- Launch a public awareness campaign on waste segregation
- Establish additional recycling centers
- Implement penalties for improper waste disposal
What are the key benefits of Operational Plans in Public Administration?
- Clarity
- Accountability
- Efficiency
- Alignment
- Transparency
What is Strategic Operations Planning?
The process of setting objectives, allocating resources, and designing processes to achieve organizational goals.
What is the importance of Strategic Operations Planning?
- Ensures alignment between public sector services and citizen needs
- Enhances efficiency and accountability
What frameworks are used in Strategic Operations Planning?
- SWOT Analysis
- Balanced Scorecard for public sector applications
How do Operations Management (OM) and Total Quality Management (TQM) complement each other?
- OM focuses on the how—streamlining operations to deliver services efficiently
- TQM focuses on the why—ensuring those services meet or exceed customer expectations
What is an Operational Plan?
An Operational Plan is a detailed, action-oriented document that outlines how an organization will implement its strategies and achieve its objectives.
What is Goal Setting?
Goal setting is the process of defining clear, measurable, and time-bound objectives that an organization or public administration aims to achieve.
What are the characteristics of effective goals?
- Specific
- Measurable
- Achievable
- Relevant
- Time-Bound
What is Prioritization?
Prioritization is the process of ranking or organizing goals and tasks in order of importance and urgency.
What criteria are used for Prioritization?
- Urgency
- Impact
- Feasibility
- Alignment
- Stakeholder Support
What are the components of Operations Planning?
- Vision and mission alignment
- Goal setting and prioritization
- Resource allocation
What is a Vision?
A vision is a future-oriented statement that defines the aspirations and long-term goals of an organization.
What are the characteristics of a Vision?
- Inspirational and ambitious
- Focused on the long-term future
- Broad and enduring
Provide an example of a Vision.
“To be a globally recognized leader in sustainable and innovative public service delivery.”
What is the significance of Operations Management?
Operations management involves the scientific study of tasks to determine the ‘one best way’ of performing them to ensure productivity.
Who is known as the ‘Father of Scientific Management’?
Frederick Winslow Taylor
What is Total Quality Management (TQM)?
TQM is a process of involving everyone in the organization to achieve quality improvement.
