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4.quality culture
1. Quality Culture in
Organizations
REFERENCES
Total Quality Management by Besterfield et al
Quality Planning and Analysis by Juran and Gryna
The Management and Control of Quality by Evans and
Lindsay
2. Elements of Quality Culture
Leadership
Customer Focus
Human Resource Management
Factual Approach to Decision Making
Process Management
Continuous Improvement
7. 5-Factual Approach to Decision
Making
Performance Measurement
Choice of Performance Measures
Quality Cost Analysis
◦ Prevention
◦ Appraisal
◦ Internal Failure
◦ External Failure
8. 6-Process Management
Major Processes
Sub-Process 1 Sub-Process 2
Many people think of what
they do as a set of activities
that they do repeatedly. To
Activities create a more effective
approach, their thoughts have
to transform from activity
thinking to process thinking.
We all perform tasks at various
1. Obtain … levels and are therefore quite
Tasks 2. Add … familiar with this concept.
3. Move to …
9. 7-Continuous Improvement
5 Ways to Improve
1. Reduce resource input
2. Reduce errors
3. Meet or exceed expectations of
customers
4. Make the process Safer
5. Make the process more satisfying for
the people doing it
10. Continuous Improvement
Contd
Types of Problems
Compliance (Specified by standards),
Unstructured (Not specified by standards),
Efficiency (from operations viewpoint),
Process Design, Product Design
Improvement Strategies
Refine
Repair
Renovate
Reinvent