Operation Management (Total Quality Management)
Quality of Product
Quality of Services
Customer Satisfaction
Culture
Four Areas to Maintain the Quality
It is important to give special attention to these four areas so that the customer
will be satisfied.
Management – who make the decision, decide what direction should the
company take, the ones running the business.
TQM- management approach, long-term success of the organization through
customer satisfaction.
Total Quality Management – the need of the business to continuously improve
the quality of their product and services throughout time with the help of how
the customer were satisfied.
Culture – consists of the behavior of the people that contributes to the quality of
the business.
Quality Revolution – started in Japan by Deming, Juran, Ishikawa during 1940s
Quality assurance – how a business can design a way how the product or service
is produced or delivered. Focus is on the product design/development stage. If
the procedures were controlled, then the quality will be assured. Developing close
relationships with customers and suppliers.
Quality Control – concerned with checking and reviewing work that has been
done. Inspection, testing, and sampling, further investigation of the output
Detecting or identifying what could be the defects.
Stakeholder – people involve in the business even outside the dealings/ interest in
the business invests in something
INNOVATION is very important
ISSUES AND CHALLENGES IN QUALITY
Keep on improving the quality
Redesign Organizational Structure –
It is important to have an organizational structure so that everybody will
see who is responsible for what.
Workforce Diversity – People coming from different culture.
They have different perspective/beliefs.
- Explain to the employees what to change and why it is needed.
- No one embraces change readily
Digital Native – people who grew up with the existence of technology
Digital Immigrant – are new to the digital world, still needs learning.
Innovation and Change Benchmarking – the quality of the product is being compared
to other competitor with the same product that you have.
- Make sure that the competitor you are comparing to is the best, to pursue /
strive for you to make improvement of your product at the best too.
Assessment of Total Quality Management –
Technological Management Improving the Quality of System
Knowledge Management
Employee Motivation
8/8/21 Discussion
OPERATION MANAGEMENT
The objective of businesses is to offer enough/exact quality, quantity, cost,
of any product or services in order to meet the needs or expectation of the
customer for them to be satisfied and patronize the business. It is to be achieve
with the cooperation of the employees to produce the best output they could
offer to the customer for their aim is to reach the satisfaction level of their
customers.
Customer satisfaction can be achieved when the relationship between the
input and output is synchronize in terms of providing the good processes,
procedures by the management or the employees that worked for the best
output of their product or services.
COMPONENTS OF OPERATION MANAGEMENT
Design of operations processes, products, services, and the work of
individuals.
Planning and control of operations once designs are in place and
operational; and
Ensuring quality of the products and services produced and delivered, and
(wherever possible) improving on these.
COORDINATION , DESIGN, PLANNING
STRATEGY ENSURE QUALITY
KEY PERFORMANCE INDICATORS FOR ANY OPERATION SYSTEM
Quality –
Speed –
Dependability
Flexibility
Cost
It is part of the process assigned to them.
Will have a new expectation other than existing product. Customers will have a
new standard in terms of that product or services. Innovation is just like a
change or improvement
Technology have a big part
Most people uses technology as part of their operation
ELEMENTS OF TQM
CUSTOMER FOCUS – customer is very important. Focusing on the customer
what to offer them to be satisfied
(the main element of a business kung where naga kuha ang business sang
ila income to continue operation. The business aim to direct the operation
TOTAL EMPLOYEE INVOLVEMENT – committed to promote quality (giving a
quality customer service like for example of a customer asks what they
want the employee should take the initiative to offer their service.
PERFORMANCE MONITORING - explain to the employees, define every
stages so that employees performs what we expect them to do if they are
doing their part well, detect variation of employees.
INTEGRATED SYSTEM – whole made up of different parts or department
STRATEGIC AND SYSTEMATIC APPROACH – must have a plan and
guidelines, think of quality (indi magdugay ang business kung wala sing
plan ang business how they will work out or how they can offer their
product or services effectively.)
CONTINUAL IMPROVEMENT – do not stick to only one mindset, you must
have the perspective to continue improve the product. Must be creative
and analytical to be more competitive (complainst)
FACT BASE DECISION MAKING – have a long lasting impact, you not only
make right decision but is also timely.
COMMUNICATION – organization will never survive without
communication. If wala sang communication wala man sang cooperation
among the business and
Marketing
The capacity of an organization within businesses to think of
the ways or strategies on how they can implement the plan
that was decided by the body and deliver goods and services
effectively. This is part of the process of the business or the
input processes such as the intervention of different approach
on managing and with the cooperation the employees so they
can offer best quality and meets the needs of the people.
Consider the availability, quantity
Think also of the business not just satisfying the customer.
Maximizing the use of