Copyright 2005 Prentice- Hall, Inc.

Managing For Productivity & Quality Chapter 15 Managing For Productivity & Quality

Copyright 2005 Prentice- Hall, Inc. Chapter Outline Productivity-Quality Connection Quality Improvement Tools For Quality Management Productivity & Quality As Competitive Tools Copyright 2005 Prentice- Hall, Inc.

Productivity-Quality Connection Productivity- How Much A System Produces With Its Resources Quality- Product’s Success In Offering Features Consumers Want Copyright 2005 Prentice- Hall, Inc.

Measuring Productivity Labor Productivity Gross Domestic Product Total Number of Workers Copyright 2005 Prentice- Hall, Inc.

International Productivity International Survival Global Competitors Example – Food Production US Worker = $100 Japanese = $ 68 Belgium = $107 Copyright 2005 Prentice- Hall, Inc.

International Productivity Copyright 2005 Prentice- Hall, Inc.

Domestic Productivity Productivity  = Wealth  National Productivity Uneven Growth Manufacturing vs. Service Copyright 2005 Prentice- Hall, Inc.

Selected U.S. Industries Productivity Copyright 2005 Prentice- Hall, Inc.

U.S. Manufacturing Productivity Index % Change In Productivity Over Previous Year Source: U.S. Department of Labor- Bureau of Labor Statistics Copyright 2005 Prentice- Hall, Inc.

Productivity Computer/Electronic Manufacturing 1997 = 100% Source: U.S. Department of Labor- Bureau of Labor Statistics Copyright 2005 Prentice- Hall, Inc.

Productivity Of Selected U.S. Industries Copyright 2005 Prentice- Hall, Inc.

Copyright 2005 Prentice- Hall, Inc. Managing Quality Total Quality Management Planning Performance Reliability Organizing Directing – Ownership Controlling Copyright 2005 Prentice- Hall, Inc.

Dimensions Of Medical Care Quality Technical Performance Access To Services Effectiveness Of Care Interpersonal Relations Interpersonal Relations Continuity Of Services Safety Physical Infrastructure & Comfort Choice Source: Healthcare And Workforce Improvement, Quality Assurance Project Copyright 2005 Prentice- Hall, Inc.

Copyright 2005 Prentice- Hall, Inc. Tools For TQM Competitive Product Analysis Value-Added Analysis Statistical Process Control Process Variations Control Charts Copyright 2005 Prentice- Hall, Inc.

Copyright 2005 Prentice- Hall, Inc. Value-Added Analysis Copyright 2005 Prentice- Hall, Inc.

Process Variation Study Copyright 2005 Prentice- Hall, Inc.

Copyright 2005 Prentice- Hall, Inc. Process Control Chart Copyright 2005 Prentice- Hall, Inc.

Copyright 2005 Prentice- Hall, Inc. Quality/Cost Studies Failures Internal External Quality Improvement Teams Benchmarking Closer To Customer Copyright 2005 Prentice- Hall, Inc.

Copyright 2005 Prentice- Hall, Inc. Quality Standards Quality Management Requirements ISO 9000 ISO 9000:2000 ISO 14000 – Environmental Performance ISO 9000 STANDARDS Copyright 2005 Prentice- Hall, Inc.

Process Reengineering Business Process Reengineering Process Identify Evaluate Diagnose Create Implement Copyright 2005 Prentice- Hall, Inc.

Copyright 2005 Prentice- Hall, Inc. Reengineering Steps Copyright 2005 Prentice- Hall, Inc.

Copyright 2005 Prentice- Hall, Inc. Supply Chain Value Supply (Value) Chain Strategy Management Reengineering Copyright 2005 Prentice- Hall, Inc.

Copyright 2005 Prentice- Hall, Inc. Supply Chain Copyright 2005 Prentice- Hall, Inc.

Copyright 2005 Prentice- Hall, Inc. Production & Quality Innovation/Technology Long-Run Perspective Continuous Improvement 6σ (Six Sigma) Copyright 2005 Prentice- Hall, Inc.

Copyright 2005 Prentice- Hall, Inc. Emphasizing Quality Employee Empowerment Employee Training Copyright 2005 Prentice- Hall, Inc.

Improving Service Sector Reliability Responsiveness Assurance Empathy Tangibles Copyright 2005 Prentice- Hall, Inc.