Chapter8LectureOutlines.pptVIP

Chapter 8 Lecture Outlines Maintaining Control and Improving Quality Chapter Objectives Describe three types of control, and identify the components common to all control systems. Identify five types of productivity. Explain how providing a service differs from manufacturing a product, and list the five service-quality dimensions. Define total quality management (TQM) and discuss the basic TQM principles. Chapter Objectives (cont’d) Describe at least three of the seven TQM process improvement tools. Explain how Deming’s PDCA cycle can improve the overall management process, and identify at least four of Deming’s famous 14 points. Fundamentals of Organizational Control Control Taking prompt preventative or corrective action to ensure that the organization’s mission and objectives are accomplished effectively and effectively. Checking, testing, regulation, verification, or making adjustments to keep things on track. Objectives are yardsticks for measuring actual performance. Purpose of the control function Get the job done despite environmental, organizational, and behavioral obstacles and uncertainties. Types of Controls Feedforward Control The active anticipation and prevention of problems, rather than passive reaction. Concurrent Control Monitoring and adjusting ongoing activities and processes. Feedback Control Checking a completed activity and learning from mistakes. Figure 8.1Three Types of Control Components of Organizational Control Systems Organizational Control Subsystems Strategic plans Long-range plans Annual operating budget Statistical reports Performance appraisals Policies and procedures Cultural control Components of Organizational Control Systems (cont’d) Objectives Measurable reference points (targets) for corrective action. Standards Guideposts on the way to achieving objectives. Benchmarking: identifying, studying, and building upon the best practices of organizational role models. Components of Organizational Control Systems (cont’d) Evaluatio