Flashcards in Final Exam - Chapter 15 Deck (10):
Systematic process through which managers regulate organization activities to meet planned foals and standards of performance
Feedback Control Model
ESTABLISH STRATEGIC GOALS
1) Establish standards of performance
2) Measure actual performance
3) Compare performance to standards
- if adequate, do nothing and reinforce
- if inadequate
4) Take corrective action
Feedback occurs between 1 (adjust standards) 2 (adjust performance) 3- 4 or from 3 back to ESTABLISH STRATEGIC GOALS and start again.
- The Balanced Scorecard
- TQM Management
- Quality Circles
- Six Sigma
- Quality Partnering
- Continuous Improvement
Comprehensive management control system that balances traditional financial measures with operational measures relating to a company's critical success factors
Contains 4 perspectives:
- Financial performance
- Customer Performance
- International Business Processes
- Potential for Learning and Growth
TQM Management (Total Quality)
AN organization- wide effort to infuse quality into every action in a company through continuous improvement
Group of 6 - 12 volunteer-employees who meet regularly to discuss and solve problems that affect the quality of their work. Free to collect data and surveys. Push decision making into hands of people that do the job and better than anyone else
Continuous process of measuring products, services, and practices against the toughest competitors or those companies recognized as industry leaders to identify areas for improvement.
Highly ambitious quality standard that specifies a goal of no more than 3.4 defects per million parts. Being defect-free 99.9997% of the time. Takes nothing for granted and emphasizes a disciplined and relentless pursuit of higher quality and lower costs.
Involves assigning dedicated personnel within a particular functional area of the business. work alongside others within a functional area identifying opportunities for quality improvements throughout the work process.