OPERATIONS MANAGEMENTSTRATEGY

OPERATIONS MANAGEMENT STRATEGY

1. PRODUCT CHOICE

2. PROCESS CHOICE

3. FACILITIES

CHOICE

4. QUALITY CHOICE

4. QUALITY CHOICE

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

Approaches to quality control

There are three (3) forms of quality control

1. Quality Control2. Quality Assurance (QA)3. Total Quality Management (TQM)

1. Quality Control

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

2. Quality Assurance (QA) 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

3. Total Quality Management

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

In your books…

List the 3 central principles to the total quality approach

1…..2.....3…..

Continuous Improvement

Read page 265

1. What is continuous improvement seen as?

2. The principle of continuous improvement is?

3. Continuous improvement often involves?

Customer Focus

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?

Employee participation & teamwork

1. Who are a key part of the TQM approach?

2. What is the aim of each employee?

Internet Activity (useful for your assignment)

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

Response to Stimulus

Read ‘Six Stigma’ on page 266

Complete Question 4 a,b,c,d

Complete Question 5 (full table required)