tailieunhanh - Lecture Process improvement and quality management in the retail industry: Chapter 0 - Stephen George, Chris Thomas, Arnold Weimerskirch

Lecture presents the following content: Total quality – an overview, leadership, customer focus, effective management, training, employee loyalty, customer contacts, design of products & services, managing processes & suppliers, corporate responsibility & citizenship, data collection & benchmarking, system assessments. | Copyright © 2006 by John Wiley & Sons, Inc. All rights reserved Process Improvement and Quality Management in the Retail Industry Copyright © 2006 by John Wiley & Sons, Inc. All rights reserved Ch. 1: Total Quality – An Overview Basic definitions of quality improvement processes A look at the Baldrige Award criteria A brief history of business process improvements & breakthroughs Current, popular management theories & methods of quality control & continuous improvement Copyright © 2006 by John Wiley & Sons, Inc. All rights reserved This is the overview of topics found at the beginning of Chapter 1. Categories of Process Improvement Performance-based models Process improvement systems Management systems Copyright © 2006 by John Wiley & Sons, Inc. All rights reserved You’ll learn many different names for the theories and systems, but they always will fall into one of these three categories. Baldrige Core Values & Concepts – 2005 Visionary leadership Customer-driven excellence . | Copyright © 2006 by John Wiley & Sons, Inc. All rights reserved Process Improvement and Quality Management in the Retail Industry Copyright © 2006 by John Wiley & Sons, Inc. All rights reserved Ch. 1: Total Quality – An Overview Basic definitions of quality improvement processes A look at the Baldrige Award criteria A brief history of business process improvements & breakthroughs Current, popular management theories & methods of quality control & continuous improvement Copyright © 2006 by John Wiley & Sons, Inc. All rights reserved This is the overview of topics found at the beginning of Chapter 1. Categories of Process Improvement Performance-based models Process improvement systems Management systems Copyright © 2006 by John Wiley & Sons, Inc. All rights reserved You’ll learn many different names for the theories and systems, but they always will fall into one of these three categories. Baldrige Core Values & Concepts – 2005 Visionary leadership Customer-driven excellence Organizational & personal learning Valuing employees & partners Agility Focus on the future Managing for innovation Management by fact Social responsibility Focus on results & creating value Systems perspective Copyright © 2006 by John Wiley & Sons, Inc. All rights reserved The Baldrige Core Values and Concepts change periodically. Find out what they are the year you are teaching or taking this course. Taylor’s “Scientific Mgmt.” Model Task specialization Clear chain of command Personal responsibility Separation of planning and operations functions Incentives for workers (and penalties for substandard work) Standards applied equally to managers and employees Copyright © 2006 by John Wiley & Sons, Inc. All rights reserved The basics of Frederick Winslow Taylor’s research to improve performance of steel mill workers in 1800s Pennsylvania. Other Pioneering Process Improvement Philosophies Gilbreth: “Motion economy” Ford: Continuous-motion assembly line Shewhart: “Plan/Do/Study/Act” Cycle Dodge