Instructor Slides
Instructor Slides for Quality in Practice and Case Discussion
Questions
THE MANAGEMENT AND CONTROL OF QUALITY, 5e, © 2002 South-Western/Thomson LearningTM
1
Chapter 1
Introduction to Quality
THE MANAGEMENT AND CONTROL OF QUALITY, 5e, © 2002 South-Western/Thomson LearningTM
2
The Xerox Transformation
1. What aspects of Xerox’s management practices would support the results they obtained? How do these practices lead to accomplishing the three Leadership
Through Quality objectives?
2. Discuss the meaning of Quality is a race without a finish line. What is its significance to Xerox, or to any organization? THE MANAGEMENT AND CONTROL OF QUALITY, 5e, © 2002 South-Western/Thomson LearningTM
3
Building Trust through Quality at Gerber
1. How do the various definitions of quality discussed in this chapter relate to the quality practices at Gerber?
2. How does Gerber exhibit the fundamental principles of total quality – customer and stakeholder focus, participation and teamwork, and a process focus and continuous improvement?
THE MANAGEMENT AND CONTROL OF QUALITY, 5e, © 2002 South-Western/Thomson LearningTM
4
Building Trust through Quality at Gerber
3. How did quality help Gerber overcome the crisis it faced in the consumer-tampering situation?
What lessons do their steps have for other companies?
THE MANAGEMENT AND CONTROL OF QUALITY, 5e, © 2002 South-Western/Thomson LearningTM
5
A Tale of Two Restaurants
1. Contrast these two restaurants from the perspective of TQ. How do they exhibit or not exhibit the fundamental principles of TQ?
2. What advice would you recommend to the owners?
THE MANAGEMENT AND CONTROL OF QUALITY, 5e, © 2002 South-Western/Thomson LearningTM
6
A Total Quality Business Model
1. What advice would you give Rob and
Diane about the management practices they are proposing within each element of the TQ infrastructure? What additional practices might you suggest?
THE MANAGEMENT AND CONTROL OF QUALITY, 5e, © 2002 South-Western/Thomson
Questions
THE MANAGEMENT AND CONTROL OF QUALITY, 5e, © 2002 South-Western/Thomson LearningTM
1
Chapter 1
Introduction to Quality
THE MANAGEMENT AND CONTROL OF QUALITY, 5e, © 2002 South-Western/Thomson LearningTM
2
The Xerox Transformation
1. What aspects of Xerox’s management practices would support the results they obtained? How do these practices lead to accomplishing the three Leadership
Through Quality objectives?
2. Discuss the meaning of Quality is a race without a finish line. What is its significance to Xerox, or to any organization? THE MANAGEMENT AND CONTROL OF QUALITY, 5e, © 2002 South-Western/Thomson LearningTM
3
Building Trust through Quality at Gerber
1. How do the various definitions of quality discussed in this chapter relate to the quality practices at Gerber?
2. How does Gerber exhibit the fundamental principles of total quality – customer and stakeholder focus, participation and teamwork, and a process focus and continuous improvement?
THE MANAGEMENT AND CONTROL OF QUALITY, 5e, © 2002 South-Western/Thomson LearningTM
4
Building Trust through Quality at Gerber
3. How did quality help Gerber overcome the crisis it faced in the consumer-tampering situation?
What lessons do their steps have for other companies?
THE MANAGEMENT AND CONTROL OF QUALITY, 5e, © 2002 South-Western/Thomson LearningTM
5
A Tale of Two Restaurants
1. Contrast these two restaurants from the perspective of TQ. How do they exhibit or not exhibit the fundamental principles of TQ?
2. What advice would you recommend to the owners?
THE MANAGEMENT AND CONTROL OF QUALITY, 5e, © 2002 South-Western/Thomson LearningTM
6
A Total Quality Business Model
1. What advice would you give Rob and
Diane about the management practices they are proposing within each element of the TQ infrastructure? What additional practices might you suggest?
THE MANAGEMENT AND CONTROL OF QUALITY, 5e, © 2002 South-Western/Thomson