Introduction to Quality Systems
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Questions and Answers

What is essential for unleashing the creative capabilities of an organization?

  • Rigid organizational structures
  • Constant synergistic dialogue (correct)
  • Limited participation from stakeholders
  • Isolated decision-making

    • Which statement best describes the principle of continuous improvement?

  • It discourages structural and process changes.
  • It requires commitment to innovation and progress. (correct)
  • It leads to frequent disruptive changes.
  • It is solely focused on maintaining the status quo.

    • How long does it typically take to change an organization's culture, according to the content?

  • A few weeks
  • A year (correct)
  • Several months
  • Over five years

    • What should leaders avoid when instituting changes in an organization?

    <p>Frequent and unnecessary changes</p> Signup and view all the answers

    What is a common issue related to quality problems within organizations?

    <p>Cultural issues at all management levels</p> Signup and view all the answers

    According to the content, what approach should not be used for maintaining total quality?

    <p>Specially designed organizational structures</p> Signup and view all the answers

    What is important for building a quality culture in an organization?

    <p>Upper management leadership and empowerment</p> Signup and view all the answers

    What element is necessary for companies to strive for a world-class label?

    <p>A continuous condition of improvement</p> Signup and view all the answers

    What is the primary technique used to promote gradual improvement towards a benchmark goal?

    <p>Shaping</p> Signup and view all the answers

    What should managers avoid when setting goals after receiving benchmark data?

    <p>Setting unrealistic high goals</p> Signup and view all the answers

    Which of the following is NOT one of the suggested tips for using shaping effectively?

    <p>Reduce the target to larger goals</p> Signup and view all the answers

    What is a potential consequence of employees feeling that their goals are unattainable?

    <p>Resistance to change</p> Signup and view all the answers

    What initial defect rate might a company set if their current performance is at 20 percent defects and they aim for 1 percent?

    <p>15 percent defects</p> Signup and view all the answers

    What is the purpose of recalibrating benchmarks periodically?

    <p>To monitor changes in the target goal</p> Signup and view all the answers

    What is the first step in effectively benchmarking practices?

    <p>Identify what is to be benchmarked</p> Signup and view all the answers

    What should be done after employees meet their initial goals in the shaping process?

    <p>Increase the subgoals</p> Signup and view all the answers

    What is one important consideration for the items used in a 360-degree appraisal system?

    <p>Items should be linked to job effectiveness.</p> Signup and view all the answers

    Which type of businesses commonly use professional customers or mystery shoppers for performance evaluation?

    <p>Retail and fast-food chains</p> Signup and view all the answers

    What should be avoided when wording items for a multi-rater appraisal?

    <p>Using negative terms for items</p> Signup and view all the answers

    How many raters should be used per source to ensure adequate sampling?

    <p>At least three</p> Signup and view all the answers

    What is a key administrative issue in implementing a 360-degree appraisal system?

    <p>Choosing a representative sample of raters</p> Signup and view all the answers

    Why should respondents be instructed about the use of data in a 360-degree appraisal system?

    <p>To maintain the credibility of the feedback</p> Signup and view all the answers

    What is the purpose of showing the ratee's self-ratings in comparison to others' ratings?

    <p>To provide insight into self-perception versus external perception</p> Signup and view all the answers

    What should be done to maintain the confidentiality of raters in an appraisal system?

    <p>Mail surveys back in a sealed envelope</p> Signup and view all the answers

    What is the total possible score among the seven categories for the Malcolm Baldridge National Quality Award?

    <p>1000</p> Signup and view all the answers

    Which of the following companies has NOT won the Baldridge Award since 1988?

    <p>Toyota</p> Signup and view all the answers

    What is one main expectation of companies that win the Baldridge Award?

    <p>To share information about their effective performance strategies.</p> Signup and view all the answers

    In the Leadership category, what aspect is examined regarding senior leaders?

    <p>Their personal leadership and involvement in performance expectations.</p> Signup and view all the answers

    Which category of the Baldridge criteria assesses how companies determine customer requirements?

    <p>Customer and Market Focus</p> Signup and view all the answers

    In the category of Strategic Planning, which subcategory focuses on the processes for setting strategic directions?

    <p>Strategy Development Process</p> Signup and view all the answers

    How many points can be awarded for the Leadership System within the Leadership category?

    <p>80 points</p> Signup and view all the answers

    What role do many U.S. corporations play regarding the Baldridge criteria?

    <p>They use it as a benchmark for major organizational change.</p> Signup and view all the answers

    What aspect of employee well-being is considered when improving workplace conditions?

    <p>Employee health and safety</p> Signup and view all the answers

    Which of the following is a formal method to assess employee satisfaction?

    <p>Annual performance appraisals</p> Signup and view all the answers

    How can a company support employee motivation effectively?

    <p>By offering growth opportunities</p> Signup and view all the answers

    What is one important factor in assessing work climate for different employee groups?

    <p>The specific health and safety risks</p> Signup and view all the answers

    What is a key consideration regarding performance appraisal frequency?

    <p>Appraisals can be quarterly, biannually, or annually.</p> Signup and view all the answers

    Which method is NOT typically used for data collection in performance appraisals?

    <p>Direct verbal feedback collection</p> Signup and view all the answers

    What is the relationship between employee well-being and business results?

    <p>Improving employee well-being can lead to better business objectives.</p> Signup and view all the answers

    What type of training is essential for administrators in a performance management system?

    <p>Performance data monitoring training</p> Signup and view all the answers

    What impact can a failure in an overseas posting have on an expatriate manager?

    <p>It can affect their job and cost the company money.</p> Signup and view all the answers

    How is cultural understanding related to expatriate success?

    <p>It contributes to better expatriation outcomes.</p> Signup and view all the answers

    What is one key task of Business Performance Management (BPM)?

    <p>To facilitate the creation of strategic goals.</p> Signup and view all the answers

    Which of the following best describes BPM as defined by the BPM standards group?

    <p>A set of integrated management and analytic processes.</p> Signup and view all the answers

    What do multinational companies typically prefer in their performance management models?

    <p>A more complicated and significant model.</p> Signup and view all the answers

    What role does Business Intelligence (BI) play in BPM?

    <p>It supports the management of performance towards strategic goals.</p> Signup and view all the answers

    Why did international hotel chains bring expatriate managers to China?

    <p>There was a shortage of qualified local personnel.</p> Signup and view all the answers

    What can be inferred about a perfect performance management program?

    <p>It needs to be adapted to fit individual companies.</p> Signup and view all the answers

    Study Notes

    Introduction to Quality Systems

    • Quality systems are understood through their characteristics, which determine if a product or service meets stated and implied needs.
    • Criteria include fitness for purpose, meeting customer requirements, and accomplishing tasks correctly the first time.
    • Quality assurance emphasizes prevention rather than detection of defects, and rising pressure to provide products of higher quality has led to the use of quality systems.

    Learning Objectives

    • Students should appreciate the quality standards before performance management implementation.
    • Students should understand the crucial role and contribution of employee dimensions.

    Course Materials: Quality System

    • The quality system is a framework (structure, responsibilities, procedures, processes, and resources) for implementing quality management.
    • It covers all business functions except finance.
    • Components of the quality system primarily involve manufacturing processes (design, purchasing, process engineering, inspection, delivery, customer service, and customer order).
    • Customer service, validation, training, and the International Organization for Standardization (ISO) standards are also key elements.

    ISO 9000

    • ISO 9000 is a worldwide standard for quality systems, applicable to all sized organizations.
    • It seeks to ensure that a company's products meet customer requirements.
    • The standard consists of 20 elements regarding management responsibility, quality system, contract review, and design and document control, purchasing procedures, product traceability, process control, and inspection, and testing.
    • The standard also covers inspection, test states, control of non-conforming products, corrective action, handling, storage, packaging, delivery, and quality records procedures.
    • It equally involves internal quality audits, training, development of company employees, servicing procedures, and statistical techniques.

    Quality Standards Benefits

    • Value for money.
    • Customer satisfaction.
    • Increased productivity.
    • Increased profitability.
    • Improved corporate image.
    • Access to the global market.
    • Higher employee morale.

    Developing a Quality System

    • Analysis of quality objectives, existing quality systems, and implementation plans.
    • Procedures for product/service specification.
    • Material control procedure for specifications, sub-contractors, and direct material handling.
    • Process control methods for identifying the product through conversion and maintaining traceability.
    • Methods for in-process and final product inspection and testing, using statistical techniques.
    • Quality reward procedures, performance evaluation, and employee/system audits.
    • Quality manual that clarifies business policies on quality.

    Employee Dimensions

    • Empowerment of Employees
    • Reward and Recognition
    • Training and Development
    • Open Communication
    • Employee Orientation
    • Sense of Direction
    • Fact-based decision-making
    • Continuous improvements
    • Collaboration
    • Corporate Citizenship

    Recognizing Employees

    • Award programs for outstanding work.
    • Recognition of quality team.
    • Employee visibility in prominent locations.
    • Peer recognition at meetings.
    • Employee involvement in committees and tasks outside regular duties.
    • Promotion or nomination of employees who contribute significantly to overall improvement efforts.

    Six Sigma for Organizations

    • Six Sigma is a process to improve quality, not just a slogan.
    • It relies on statistical methods and engineering to reduce defects and variation in processes.
    • It focuses on delivering near-perfect products/services.
    • Critical Quality Attributes, and what the customer wants constitutes a defect.
    • Core concepts of Six Sigma include defect quantification, process capability analysis, variation analysis, and statistical process control to reach near-perfect products.

    Performance Management and Compensation

    • Performance appraisal data is used in compensation, performance improvement, and documentation areas.
    • Effective appraisal systems use data to identify performance strengths and weaknesses, and develop employee goals to match company needs.
    • Performance data can also provide input for staffing, training, development, and improvement decisions.

    Training Needs Analysis

    • Collecting data to understand specific employee needs for skill improvement.
    • Results of multi-rater approach provide data for targeted training programs, which can increase employee performance.

    Performance Methods and Techniques

    • Comparing performance to performance level anchors.
    • Comparing individuals to performance level anchors (e.g., paired comparison, rank-ordering, forced distribution).
    • Comprehensive appraisal systems incorporate self-evaluations, manager reviews, peer reviews, and customer assessments.

    Feedback Reporting & Follow-Up

    • Reporting should be aggregated clearly and concisely, including self-ratings.
    • Comparing self-ratings to ratings by others helps individuals identify areas for improvement.
    • Feedback sessions discuss strengths, weaknesses, and development plans.
    • Follow-up actions ensure that employees apply learned information and behaviors.

    Benchmarking

    • Benchmarks are external performance standards/ best practices.
    • Gathering data compares internal performance to external benchmarks on similar procedures/ products.
    • The process aims to identify areas for improvement within activities and processes.

    Malcolm Baldridge National Quality Award

    • It is an award that recognizes and rewards organizations focusing on developing and expanding their efforts to become world leaders in Quality.
    • Seven aspects of business operations are reviewed to evaluate their excellence in quality improvement practices.
    • The criteria include leadership, strategic planning, customer focus, measurement, analysis, and knowledge management.

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    Related Documents

    Performance Management System Chapter 5 PDF

    Description

    Explore the fundamental characteristics of quality systems and their impact on product and service delivery. Learn about quality assurance, its preventative nature, and the standards that influence performance management. This quiz covers the essential frameworks and components necessary for effective quality management.

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