2. OPERATIONS MANAGEMENT STRATEGY 1. PRODUCT CHOICE 2. PROCESS CHOICE 3. FACILITIES CHOICE 4. QUALITY CHOICE

3. Increasingly the management of quality has become a central concern for managers because organisations are more quality conscious than ever before. This trend is driven by;  high competition  consumer protection laws  Activities of consumer groups

4. There are three (3) forms of quality control 1. Quality Control 2. Quality Assurance (QA) 3. Total Quality Management (TQM)

5. There are three (3) forms of quality control 1. Quality Control 2. Quality Assurance (QA) 3. Total Quality Management (TQM) TASK:  Summarise each type of quality control Use your text book to assist you – page 264  Copy figure 5.16 on p.264  List the three central principles of TQM

6. 1. What is continuous improvement seen as? 2. The principle of continuous improvement is? 3. Continuous improvement often involves?

7. 1. Quality is based on? 2. Who are the obvious focus for customer service? 3. Who does each worker serve? 4. How can problems be prevented in this area?

8. 1. Who are a key part of the TQM approach? 2. What is the aim of each employee?

9. The idea of Total Quality Management goes back to W Edwards Deming, an American management researcher who worked in Japan soon after world war II. TQM was taken up in Australi in the early 1980’s and 1990’s  Use your internet research skills to investigate how organisations can implement TQM  Analyse the advantages and disadvantages of using TQM  Make recommendations as to whether this system should be adopted by all organisations and use examples to justify your recommendations

10.  Read ‘Six Stigma’ on page 266  Complete Question 4 a,b,c,d  Complete Question 5 (full table required)