Productivity vs. Quality – this is the common knowledge that if a business sells more goods‚ the more income How quality is defined? – quality is defined as simply meeting customer satisfaction How quality is measured – Business employing the traditional view measures their level of competence and customer satisfaction on their own then match it with a benchmark to see where the business is How quality is achieved – check the finished product for defects but for total quality business they check
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Quality management and international standards Quality is the ability of a product or service to meet customer needs and exceed them. Implications of quality In addition to being a critical element in operations‚ quality has other implication: Company reputation – an organization can expect its reputation for quality – be it good or bad – to follow it. You are known by the company you keep! This statement does not only apply to individuals but organizations as well. Quality will show up in perception
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Total Quality Management 1. Concepts and Applications of TQM at Ritz Carlton Hotel Total quality management is a criterion for managing people‚ tasks and processes to ensure the best quality service/product which guarantees complete customer satisfaction. It is an aspect of management which solely focuses on quality as its prime success factor. Total Quality Management (TQM) is the set of management processes and systems that create delighted customers through empowered employees‚ leading to higher
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Quality management worldwide Total quality management in India ± perspective and analysis R. Jagadeesh Introduction For more than four decades after independence the companies in India enjoyed a protected market with virtually no competition‚ and some of them even monopolised the market‚ with customers having little or no choice. As a result complacency set in‚ and no pressure existed for improvement or change. However‚ the policy of globalization and liberalization adopted by the Indian Government
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Implement - from Quality to Organisational Excellence Introduction An implementation framework is needed to build on and pull together all of the ideas and concepts covered in this site – TQM‚ processes‚ tools and techniques‚ people development‚ teamwork‚ management system‚ performance measurement‚ the Excellence Model® and self-assessment. Based on many years of research‚ education and advisory work in the European Centre for Business Excellence (ECforBE)‚ the framework described in this section
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Ethics key words and concepts Ethics 1: truth telling Duty of candour: This is the duty of being honest and straightforward in attitude and speech. The moral tension between beneficence and respect for autonomy: The principle of nonmaleficence is translated from ‘first‚ do no harm’ (Hippocratic oath) and what intends to say that if you can not do any good without causing harm then do not do it at all. The principle of beneficence is understood as the first principle of morality and follows
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Maharashtra Govt. Reg. No.: F-11724 AN ISO 9001 : 2008 CERTIFIED INTERNATIONAL B-SCHOOL MARKS: 80 SUB: TOTAL QUALITY MANAGEMENT N.B.: 1) All questions carries equal marks. 1. Which of the gurus would be the father of quality control? Which had the greatest impact on management? Which is noted for robust design? 2. Write your personal philosophy or creed? 3. List and explain the six most important factors that influence consumer purchases? 4. What conditions are necessary for
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Three Keys to a happy life Everyone wants to live a happy life. But where does happiness come from? Buddha said "Life is a creation of the mind." Shakespeare put it this way when he said "There is nothing good or bad‚ but thinking makes it so." Therefore‚ the first key or the most important key to a happy life I would say is Positive Thinking. Maybe all of us have heard of this famous question: is the glass half-full or half-empty? An optimist observes what is in the glass – the full half‚ because
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Homeostasis is the body’s ability to maintain a constant balance between the internal environment and external environment at a constant rate‚ despite changes which may affect our external environment such as body temperature and the amount of water in our bodies. By keeping this internal balance it allows our bodies to function efficiently. The negative feedback loop is produced when changes to our internal environment changes from its normal range. In this instance the brain and the nervous system
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nothing. 2 TYPES OF CUSTOMER 1. External Customer- outside the organization‚ business customers‚ suppliers‚ partners‚ end consumers. 2. Internal Customer - inside the organization‚ e.g.‚ other departments‚ fellow employees. SERVICE QUALITY What is SERVICE? The definition of Service as per the international standard‚ ISO 9000 follows: “The results generated‚ by activities at the interface between the organization and the customer and by the organization’s internal activities
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