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business
quality management
Quality Management For Organizational Excellence: Introduction To Total Quality 7th Edition David L. Goetsch, Stanley B. Davis - Solutions
1. Why do you think that companies in the United States were slow to adopt the quality management principles Japanese companies had used to gain market share worldwide?
2. Explain how the costs of poor quality can affect competitiveness.
4. Explain the actions of U.S. manufacturers during the period in which Japan and Germany were rebuilding following World War II.
7. Compare investment and manufacturing productivity in the United States with investment and manufacturing productivity in Japan.
1. Debate the issue in class with your fellow students.
2. Make a list of the ways competitiveness can affect the quality of life.
3. Write a position paper explaining your opinions in this debate.
1. What kind of non-technology-oriented help might be needed by a small manufacturer?
2. How could the IRC model be applied to the service sector and other nonmanufacturing companies?
1. Define the term ethics .
2. What is morality?
4. What role does trust play in a total quality setting?
5. Describe how managers can build trust.
6. What role do values play in a total quality setting?
7. What role does integrity play in a total quality setting?
8. What role does responsibility play in a total quality setting?
9. Describe and differentiate among the following approaches to ethics: best-ratio approach, black-andwhite approach, and full-potential approach.
10. What is the manager’s role in ethics?
11. Explain the organization’s role in promoting ethical behavior.
12. Why, in your own words, would an otherwise ethical person make an unethical decision?
13. Define the term corporate social responsibility .
1. If you found yourself facing a similar dilemma, what would you do? Why?
1. Are the current leaders fully knowledgeable of the need to change and the ramifications of not changing?
2. Are the current leaders able to articulate a vision for the new organization?
3. Have the current leaders set the tone for change and established an organization-wide sense of urgency?
4. Are the current leaders willing to remove all obstacles to cultural change?
5. Do the current leaders have a history of following through on change initiatives?
6. Are the current leaders willing to empower employees at all levels of the organization to make cultural change?
Who will be affected by this change and how?
. How will the change be perceived by those it affects?
. How can the concerns of those affected be alleviated?
1. Define the expression quality culture .
5. Why is change so difficult for people?
7. Explain four reasons why people resist change.
10. Explain which strategy from the two previous questions is the most important, and why.
11. Why is it sometimes necessary to change leaders to ensure cultural change?
1. Have you ever been involved in an effort that was halfhearted because the leader of the effort didn’t seem to be enthusiastic about it? If so, what happened? If not, discuss what it means for the person in charge in a given situation to set the tone.
1. What are the individual, specific activities that will have to be completed in order to achieve this broad strategic objective?
2. Who should be responsible for completing each individual activity identified?
3. By what date must each activity be completed?
1. What is strategic management?
2. List the steps in the strategic planning process.
3. What is a core competency?
5. What is SWOT analysis?
7. Write a mission statement for the hypothetical organization in question 6.
8. Draft a set of guiding principles for the hypothetical organization in question 6.
9. Establish two or three broad objectives for the hypothetical organization in question 6.
10. Describe the steps you would apply in executing your strategic plan developed in questions 6 to 9.
1. Who knows better what the customer wants, your organization or the customer?
2. What makes more sense, guessing what customers want or asking them?
3. Can a producer benefit from seeing how its product is used by customers?
4. What costs more, making design changes early in the product development cycle or recalling faulty products that have already been produced and purchased by customers?
1. Define the term partnering
2. What are the benefits of partnering?
3. Describe each step in the partnering model.
4. Define the term internal partnering .
5. What is partnering with suppliers?
8. Explain the rationale for partnering with customers.
9. What is a manufacturing network?
10. What role does mutual need play in manufacturing networks?
11. List and explain the most widely practiced network activities.
12. What types of services do educational institutions typically provide to business and industry partners?
1. Is there a store, restaurant, or other establishment with which you do business that could improve its service or products? If given the opportunity, what would you tell the owner or manager about improvements that are needed?
1. Do you know of any companies that partner with educational institutions for training or technical assistance?
2. Does the institution you are attending partner with business and industry?
3. In both cases, what is the nature of the partnership(e.g., what kinds of courses, technical assistance)?
3. Explain the role of the customer in a total quality setting.
4. What is a reliable customer?
6. How is customer satisfaction ensured?
10. Describe how organizations should go about communicating with their customers.
11. Explain briefly the concept of QFD and how it relates to customer satisfaction.
12. Explain why it is important to measure customer retention.
13. Explain why just meeting customer specifications might not produce customer satisfaction.
14. Describe the customer loyalty model.
15. Explain the concept of customers as innovation partners and how to implement the concept.
1. Americans have developed what has been called a“microwave mentality.” We like quick service, instant food, and fast results. Does this describe you as a customer?
2. What American companies besides Federal Express base their success on NOW service?
1. If the Tylenol incident were to happen today and you were a user of Tylenol, would Johnson & Johnson be able to win back your trust?
2. What would it take for Johnson & Johnson to win back your trust if one of the victims was a friend of yours?
=1. Define internal politics .
=7. What are the categories of negativity in the workplace?
= 9. When should conflict be encouraged in an organization?
=1. Who is right in this case? Is it Parette, Porter, neither, or both?
= 2. What, if anything, should be done about the conflict at P&P Design?
=1. What, if anything, should be done to improve relations at WPC?
= 2. How can the invisible walls be pulled down?
=1. List six statements that summarize the comparative scope of ISO 9000 and TQM.
= 2. Explain the origins of ISO 9000 and TQM. How are they different?
=3. Contrast the aims of ISO 9000 and TQM.
= 4. List three appropriate reasons for implementing ISO 9000.
=5. What is the most appropriate rationale for implementing TQM?
= 7. Describe how you would use ISO 9000 as an entry into TQM.
=1. Assume that you are siding with the VP of operations, and list the arguments for implementing TQM.
= 2. Now assume that you are with the heads of manufacturing and quality assurance. List the arguments for ISO 9000.
= 3. You have heard both sets of arguments, and you believe there might be a third approach that could satisfy both factions. What would you propose?
= 2. Describe the origin and use of cause-and-effect diagrams.
= 4. What is a histogram, and how is one used?
= 6. Describe two methods for improving the yield of a process (i.e., taking it to a higher sigma value).
= 8. Contrast and compare run charts and control charts.
= 9. What is the most common use of stratification?
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