Performance Improvement Chapter 16 Productivity and TQM - Nancy Hudson

Performance Improvement Objective:  Increased production with less human effort Biggest and toughest challenge facing managers

What is Productivity? Measurement of accountability Measure of outputs in relation to inputs  Output = product  Inputs = resources used to create a product Time Money Labor Raw material

Productivity Measurements Quantitative measure: Quantity produced  Internal measurements  External measurements Qualitative measure: Concerned with the accuracy and quality of what is produced Outcomes: Was the purpose of the product fulfilled?

Productivity Measurements Qualitative measurements are integrally related to quantitative measurements  Volumes produced are important only if what is produced is correct  Quality must consistently meet the standards that have been set for the product

Productivity Measurements Outcomes are more difficult to measure  Out of the control of the person or group doing the production May take years to see results Dietitians becoming better at developing and documenting short-term outcomes

Foodservice Productivity Quantitative: Trays per minute Qualitative: Trays correct & complete Outcomes: Did patient eat the tray?

Productivity Measurements Establish a quantitative, a qualitative, and an outcome measurement:  Dishwasher  Cook  Server

Productivity Measurements Little value unless used Managers should monitor daily or every few days Use of computerized spreadsheets Able to make quick adjustments  Sample: employee hours/occupied bed  Able to justify staffing

QWL Approach Quality of Work Life (QWL)  An approach to management that takes into consideration the quality of human experiences in the workplace  People are key factor to productivity  Achievement of a better bottom line of productivity must be everybody’s business

Leadership Style To increase productivity:  General rather than detailed supervision  Devote more time to supervisory activities  More attention to planning of work  Permit employees to participate in decision- making  Employee centered

Keys to Quality of Work Life Cooperation Trust Involvement Respect Rapport Openness

Work Design Objectives:  Increase productivity  Increase employee satisfaction Provide safe work environment that allows for effective and efficient work methods

Work Simplification “Work smarter, not harder” Unnecessary operations and excess motions  High cost and time requirements Effective work simplification program  Increase foodservice worker productivity by 20-50%

Performance Improvement A study of the environmental factors and the activities of the workers in meeting the objectives of the organization.  Break down job  Motion and time study  Methods: work sampling, pathway chart, process chart

Quality Management Quality Control (QC) Quality Assurance (QA) Quality improvement process-QIP Continuous quality improvement-CQI  Process of identifying areas in a department that can be strengthened and working to make those areas better  Example: Patient Satisfaction surveys

Quality Management Total quality management-TQM  Throughout the organization  Strengthen areas that cross departmental lines  Focuses on problem or product to be improved

TQM Most successful businesses have a TQM program Objectives:  Identify barriers to quality  Satisfy internal and external customers  Create an atmosphere of continuous improvement

TQM Five major subsystems  Customer focus  A strategic approach to operations  Commitment to human resource development  Long-term focus  Total employee involvement

TQM - Management Philosophy Change of processes, not people Focus on the customer-”outcomes” Empowerment of employees Team approach to accomplish change Sequential steps to control processes Long-term organizational commitment

TQM Team Every department represented No management Individuals/departments submit problem Team investigates Develop solution Present to Administrative team

TQM Tools Brainstorming Flow or process charting Fish Diagram Pareto Chart: Work of tallest bar Scatter diagrams Control and run charts Histograms