2. Chapter 41 People and Quality Chapter 4 Achieving Quality Through Continual Improvement Claude W. Burrill / Johannes Ledolter Published by John Wiley & Sons, Inc., 1999 Prepared by Dr. Tomi Wahlström, University of Southern Colorado

3. Chapter 42 In my opinion, people can face almost any problem except the problems of people. - W. Edwards Deming

4. Chapter 43 Customers and Quality n Who is the customer? –A person who receives or uses the product –Patient, client, passenger, patron n Three sets of customers –External customers –Internal customers –Society

5. Chapter 44 Managers and Quality n The single most important factor in the success of a quality program is top management’s attitude and support –Basic beliefs –Direction –Processes and structure –Plans –Education and training –Practice

6. Chapter 45 Workers and Quality n Three basic actions of workers have a direct impact on the quality of their products –Producing the product –Performing quality control –Processes used n Workers need to be motivated and provided resources and facilities

7. Chapter 46 The Work Environment n The formal beliefs of management may be stated in a document, but the actual basic beliefs are revealed by what is practiced in the workplace n The work place –Quality programs –Quality and office politics

8. Chapter 47 Suppliers and Quality n The supplier is a person who provides a product to a customer –Producer, builder, provider, vendor, etc. n Internal (supplies product to internal customer) and external suppliers (outside of organization supplying product to it) n Partnership is a supplier relationship

9. Chapter 48 Stockholders and Quality n Two basic requirements –High return of their investment –Low risk and no unpleasant surprises n American business must be responsive to the needs of shareholders n Quality can benefit the stockholders if they are able to maintain long-term view

10. Chapter 49 Society and Quality n Society is a customer –Failure to recognize this leads to problems n There are multiple effects of quality in every level of society –Cost of living –Work market –Economy –Purchase power

11. Chapter 410 Quality and You n Every manager should understand –What quality is and is not –Why quality is vital to organizations –The human side of quality –How quality can be improved –How to manage improvement efforts –How to produce quality products –How to manage for quality

12. Chapter 411 Questions?

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