管理学专业英语教程（第四版·下）邱东林-Unit 4 Quality Management and Improvement.pptVIP

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管理学专业英语教程（第四版·下）邱东林-Unit 4 Quality Management and Improvement.ppt

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LOGO Fudan University LOGO Fudan University Fudan University LOGO Quality Management and Improvement 管理学专业英语教程（第四版·下） Fudan University Why need Quality Management Rapid technological changes Product variety proliferation Global competition Emphasis To gain competitive advantage Continuous improvement Continuous improvement of operation processes Improving Performance TQM is based on the principle of continuous improvement of products and processes aimed at continually satisfying customer expectations regarding quality, cost, delivery and service. BPR also aims at satisfying customer expectations regarding quality, cost, delivery and service however its approach to improvements is more radical However Operational management practices Competitive strategy Misalignment Unsuccessful TQM implementations Alignment Developing a reference model From customer expectations From strategic decisions From prioritising improvement actions Failure Cases TQM and reengineering are powerful means. But many are the failure cases. Inherent drawbacks Limitations of TQM and reengineering redesign can be divorced from strategy in an era of volatile and rapidly changing markets and technology Strategic improvement Deployments Strategic positioning Operational strategies Competitive advantage Japanese case: through the vertically groups not through the horizontal processes workflow Success one: Deriving improvement actions from customer expectations and strategic decisions through business processes, and prioritising improvement actions that will most contribute to strategic objectives. A Systematic Prioritisation Elements of The Improvement Deployment Method Elements of The Improvement Deployment Method Identification of priorities By considering customer satisfaction Mapping business processes Understand the flow of information and resources through the business processes of the internal value chain. Performance assessment Diagnose the root causes of problems or weakness so as t