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.  A process of strategy for monitoring the quality of a good or service during its production or delivery  The aim of the process is to take corrective action if checking reveals it is necessary

6.  The certified achievement of a level of quality in the production of a good or service  QA is used world wide and is a more recent develop than quality control  Organisations have to meet specific quality assurance standards in their industry

7.  Teams of employees led by team leaders who meet regularly to discuss production, quality improvements and to find solutions to workplace problems  TQM takes a broader view of quality compared to quality control and quality assurance  Page 264 figure 5.16

8.  List the 3 central principles to the total quality approach 1….. 2..... 3…..

9. Read page 265 1. What is continuous improvement seen as? 2. The principle of continuous improvement is? 3. Continuous improvement often involves?

10. 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?

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

12. 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

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