Podcast
Questions and Answers
Who are the two major forces in the quality management movement for the global manufacturing industry?
Who are the two major forces in the quality management movement for the global manufacturing industry?
W.E. Deming and J.M. Juran
What quality technique was developed by Shewhart in 1931?
What quality technique was developed by Shewhart in 1931?
SPC is widely used in the leisure and tourism industry due to employees' statistical knowledge.
SPC is widely used in the leisure and tourism industry due to employees' statistical knowledge.
False
What are the two types of qualities identified by Shewhart?
What are the two types of qualities identified by Shewhart?
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What does Deming's 'Fourteen Points for Management' emphasize?
What does Deming's 'Fourteen Points for Management' emphasize?
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In Deming’s 'Cycle of continuous improvement', the four steps are: PLAN, DO, CHECK, and ______.
In Deming’s 'Cycle of continuous improvement', the four steps are: PLAN, DO, CHECK, and ______.
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What is Juran's universal concept of quality?
What is Juran's universal concept of quality?
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According to Deming, service industries do not face competition from foreign companies.
According to Deming, service industries do not face competition from foreign companies.
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What challenge did the service sector face when integrating existing quality theories and tools?
What challenge did the service sector face when integrating existing quality theories and tools?
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What is a significant reason for the difficulty in implementing statistical process control (SPC) in the leisure and tourism industry?
What is a significant reason for the difficulty in implementing statistical process control (SPC) in the leisure and tourism industry?
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How did Shewhart view product quality in relation to the service industry's challenges?
How did Shewhart view product quality in relation to the service industry's challenges?
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Why is the realization of subjective customer needs important in leisure and tourism?
Why is the realization of subjective customer needs important in leisure and tourism?
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What was the fate of quality management methods introduced by Deming and Juran in their home country?
What was the fate of quality management methods introduced by Deming and Juran in their home country?
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What is a key aspect of Deming's philosophy regarding organizational culture?
What is a key aspect of Deming's philosophy regarding organizational culture?
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Which of the following statements best reflects Deming's view on pricing strategies?
Which of the following statements best reflects Deming's view on pricing strategies?
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According to Deming, what is a shortcoming in his approach to service delivery?
According to Deming, what is a shortcoming in his approach to service delivery?
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What is one of the primary differences Juran identified between goods and services in terms of quality?
What is one of the primary differences Juran identified between goods and services in terms of quality?
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What aspect of competition did Deming believe was relevant to service industries?
What aspect of competition did Deming believe was relevant to service industries?
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Study Notes
Quality Management Theories
- Quality Management concepts have slowly transitioned from manufacturing to the service industry.
- W.E. Deming and J.M. Juran are major forces in the quality management movement, particularly in Japan.
- Statistical Process Control (SPC) was developed by Shewhart in 1931 and advocates for the detection of mistakes or non-conformances.
- SPC can be difficult to implement in the leisure and tourism industry due to a lack of statistical knowledge amongst employees.
- Shewhart's concept of product quality suggests that products have qualities rather than a single quality, and can be partially measured.
- Objective qualities can be measured by SPC, while subjective qualities cannot.
- The leisure and tourism industry is impacted by subjective qualities, as customers' needs and interpretations of the same experience can differ.
- Deming’s Fourteen Points for Management strategy outlines how to achieve a cultural shift within the organization.
- Deming emphasized satisfying the customer at a price they are willing to pay, acknowledging that their needs are constantly changing.
- Deming's theory mainly focuses on internal processes, neglecting the impact of customer presence in service delivery.
- Deming advocates for continuous improvement, often summarized in the "Plan, Do, Check, Act" cycle.
- Deming acknowledged differences between manufacturing and service industries, but primarily focused on transaction frequency and processing.
- Juran introduced the universal concept of 'fitness for use', applicable to both goods and services.
Quality Management Theories
- Quality management theories and practices originated in manufacturing and were later adapted for use in the service industry.
- The service industry initially struggled to fully implement these theories due to the unique challenges of service delivery.
- W.E. Deming, J.M. Juran, and A.V. Feigenbaum were prominent figures in the quality management movement, contributing significantly to its development.
W.A Shewhart
- Shewhart believed that products possess various qualities, which can be measured objectively or subjectively.
- Statistical Process Control (SPC) is a technique, developed by Shewhart in 1931, used to identify and prevent product defects.
- SPC measures objective qualities like finished goods, while subjective qualities like staff attitude are assessed subjectively.
- The subjective nature of intangible elements presents challenges in the tourism industry, as customer satisfaction often relies heavily on subjective experiences.
W.E Deming
- Deming advocated for a more comprehensive approach to quality management, emphasizing the importance of organizational culture alongside SPC.
- Deming's Fourteen Points for Management provide a framework for achieving this cultural shift.
- Deming believed that quality should be judged on various scales, including price, and that organizations should strive to "give satisfaction at a price that the user will pay."
- User needs are constantly evolving, making it challenging to consistently meet customer expectations, especially in the tourism industry where trends change rapidly.
- Deming's Fourteen Points primarily focus on internal processes, potentially neglecting the critical role of customer interaction in service delivery.
- "Plan Do Check Act" cycle is a concept introduced by Oakland, which exemplifies Deming's emphasis on continuous improvement.
- While Deming recognized the importance of customer focus, his theories didn't explicitly outline strategies for achieving it, a crucial aspect of service delivery management.
- Deming argued that the differences between service and manufacturing industries primarily lie in the frequency and processing of transactions, failing to highlight the significant differences in customer experience.
- The concept of a captive market, where companies weren't directly competing with foreign firms, was prevalent in the 1980s, with companies like Disney and McDonald's dominating. This trend, however, changed in the 1990s with globalization and international competition.
J.M Juran
- Juran introduced a universal concept of quality: "fitness for use," applicable to both goods and services.
- This concept emphasizes a user-centric approach to quality management, where customers are central to determining quality.
- Juran expanded on this by identifying four interrelated parameters for quality: quality of design, quality of conformance, abilities, and field service.
- This approach can be challenging for the tourism industry, as it relies on understanding customer needs to design and deliver services effectively.
- Juran recognized the diverse needs of service industry users, highlighting psychological and physiological factors like amusement, freedom, learning, and creativity.
- These factors seem particularly applicable to the tourism and leisure industry compared to other service sectors.
- Juran differentiated between internal and external users, emphasizing the importance of internal customer satisfaction for positive external customer experiences.
- This concept is relevant for the tourism industry, which involves "bundles of services," where internal processes directly influence external customer satisfaction.
- Juran's "Trilogy" approach to quality management involves three interrelated processes: quality planning, quality control, and quality improvement.
- Implementing Juran's theory requires a significant cultural shift, making it a challenging task for the tourism and leisure industry.
A.V Feigenbaum
- Feigenbaum built upon the previous theories, emphasizing the application of quality systems throughout an entire organization.
- "Total Quality Management" (TQM) was introduced by Feigenbaum, advocating for a holistic approach to quality management, encompassing all aspects of an organization's culture.
- Tourism and leisure organizations were slow to adopt quality management concepts, often focusing on quality control and assurance tools before transitioning to TQM.
- Feigenbaum recognized that customer satisfaction is key to determining quality, emphasizing a "total customer satisfaction oriented" approach.
- Unlike Deming, Feigenbaum did not explicitly highlight the differences between goods and services.
- Feigenbaum distinguished between tangibles and intangibles in service, acknowledging the importance of human skills, attitudes, and training in service quality.
- This recognition of the customer-staff interaction is essential for managing quality in the tourism and leisure industry.
- Feigenbaum's TQM approach suggests addressing various aspects: employee management, quality costs, SPC utilization, and developing organization-wide systems.
- Surprisingly, Feigenbaum's "Ten Benchmarks of Total Quality Control" delegated customer need monitoring to third parties, such as dealerships or corporate buyers, deviating from a truly customer-centric approach.
T. Peters
- Peters offered a slightly different perspective on quality, defining it as "the customer's perception of excellence."
- This abstract concept highlights the subjective and experiential nature of quality perception.
- Peters identified attributes of excellent quality: virtuous, practical, aesthetic, perceptual, subjective, and exceeding expectations, emphasizing the importance of exceeding customer expectations in service delivery.
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Description
This quiz explores key concepts in Quality Management, focusing on influential figures like W.E. Deming and J.M. Juran, and their impact on manufacturing and service industries. Additionally, it examines Statistical Process Control (SPC) and its application in the leisure and tourism sector. Test your understanding of these vital principles and theories.
