Quality Management For Organizational Excellence Introduction To Total Quality 7th Edition David L. Goetsch, Stanley B. Davis - Solutions

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To gain an appreciation for the relationship between how goals are stated and the ability to obtain desired results
To contrast different types of goal statements
To practice setting goals
1. The original set of Medicare Hospital Quality Measures have grown and been refined over time (Jencks, Huff, and Cuerdon 2003; Jha et al. 2005). At the end of 2005, CMS defined the following hospital quality measures (see www.hospitalcompare.hhs.gov):Acute myocardial infarction• Percent of
2. Read the following study results:Analysis of data from the Hospital Quality Alliance national reporting system shows that performance varies among hospitals and across indicators…. [P]erformance scores for acute myocardial infarction closely predicted performance scores for congestive health
3. Define and write the problem(s) illustrated in the study by Jha and colleagues. Practice your goal-setting skills by writing three possible goals to address the problem(s).
4. Critique the three goal statements, and document your critique on a worksheet such as the one below. Goals Worksheet Goal Statement Type of Goal Pros Cons
5. Select your preferred goal statement. Describe your rationale for selecting this statement.
To explore the importance of purpose to quality management
To gain an appreciation for the role of purpose in obtaining desired results
To describe an approach for clarifying purpose
To practice using the purpose principle
1. This exercise builds on the topic of the Hospital Quality Alliance, introduced in the Chapter 8 exercise. The study results are shown again below.Analysis of data from the [Hospital Quality Alliance] national reporting system shows that performance varies among hospitals and across
2. Read the following scenario.You are the CEO of a large, tertiary care hospital. You have closely followed your own hospital’s performance on the Hospital Quality Alliance Performance Indicators, which have shown minor, yet steady, improvement over the past year. When the Hospital Compare
3. Practice the purpose principle by writing your responses to the following questions:a. What am I trying to accomplish?b. Have I expanded the purposes of addressing this problem? What is the purpose of the process or activities involved in response to a?c. Have I further expanded the purpose?
4. Compare the goals you selected in #3.j to the goal you selected in Chapter 7 exercise #5. Describe how they are similar or different.
To describe the essential role of measurement in quality management
To present systems lessons on using performance measurement
To introduce concepts related to process variation
To explore sources of comparative data
1. Go to the latest version of the “National Healthcare Quality Report”:www.qualitytools.ahrq.gov/qualityreport/browse/browse.aspx.
2. For each of the four categories of measures (effectiveness, patient safety, timeliness, and patient centeredness), explore the links that explain the importance of the categories as well as the selected measures and/or the sources of the selected measures. List key points in the appropriate
3. List those performance measures currently used in your own work setting that reflect your organization’s performance in these categories.The National Healthcare Quality Report Worksheet 187 Key Points Specific Measures in my Work Setting Effectiveness (choose one condition)Patient Safety
Think of an experience where you received or observed excellent quality. You may have had this experience as a customer, as a patient, as a provider, or as an employee. Describe the factors that made this an excellent experience and how you felt as a result of this experience. Using the list of
On the basis of the observations you recorded in the table, describe why it is important for healthcare managers to understand quality.17 Briefly Describe
To describe the three principles of total quality: customer focus, continuous improvement, and teamwork
To begin to explore how these three principles may be expressed in the managerial role
To practice identifying management behaviors that demonstrate these three principles
1. Read the case study.
2. Describe at least one example of how management demonstrated the principle of customer focus in this case study.
3. Describe at least one example of how management demonstrated the principle of continuous improvement in this case study.
4. Describe at least one example of how management demonstrated the principle of teamwork in this case study.
What is meant by using the scientific approach?
List five factors that lead organizations to benchmarking.
Motorola, one of the original Malcolm Baldrige Award winners, has found that even after achieving best-in-class, there is much to be gained through continued benchmarking. Every new program, every new product, and every new improvement effort at Motorola is preceded by a search for the
By the late 1970s, Xerox was losing significant market share to its Japanese competitors. Not only were the Japanese products excellent, but also, to Xerox’s dismay, they were sold for less than Xerox could manufacture them. Xerox found that it had nine times as many suppliers as the Japanese
Define JIT/Lean.
What two fundamental advantages are provided by JIT/Lean?
List the seven wastes.
Identify the two pillars of the Toyota Production System.
To whom is credit given for the development of the JIT/ Lean system?
Taiichi Ohno’s JIT/Lean system, with the elimination of practically all inventories, and using demand pull (kanban) to coordinate the flow of materials and assemblies through the production process, has been resisted by some on the basis that if even the smallest part in the system failed to
Describe the fundamental purpose of the Design Targets.
Explain briefly the rationale for SPC.
When the U.S. forces occupied Japan at the end of World War II to set up the occupation government, they found the Japanese telephone system to be poor in quality and unreliable. General MacArthur’s people knew this would be a major problem for them and for Japan in trying to get the country on
The government invites two companies to bid for a contract to produce 100 flightline avionics maintenance systems. The design is owned by the air force, and the air force will provide all necessary documentation to the successful bidder. Both companies understand the requirements of the contract,
Define the term quality .
What is total quality?
Why do some quality initiatives fail?
“If you want to understand how the worldwide quality movement has benefited consumers, just look at automobiles. What used to be considered a luxury option is now just standard,” said one quality manager. “That is precisely the problem,” said another quality manager, “We have spoiled the
A professional baseball team set its sights on winning the World Series. The team owner wanted to win big and win fast. Consequently, the team sank all of its resources into trading for the best players in the league. It was able to obtain enough of them that within two seasons the team was the
Immediately following World War II, the quality of products produced by Japanese companies was not good enough to compete in the international marketplace. The only advantage Japanese companies had was price. Japanese goods, as a rule, were cheap. For this reason, Western manufacturers,
Two quality managers meet for lunch every Friday to discuss common problems, compare notes, and make suggestions to each other. Today their discussion has turned into a debate. The topic is the impact of competitiveness on the quality of life in America. “I think you are taking the issue of
“The Office of Technology Assessment (OTA) reports that only 11 to 15 percent of all machine tools in the U.S. are automated; the majority of those automated are found in large companies.” “A Census Bureau study found that half of the small manufacturers surveyed don’t use any of 17
Pennsylvania’s Department of Community and Economic Development maintains a network of industrial resource centers (IRCs) that are operated as nonprofit corporations managed by the private sector but with financial support from the state. These IRCs all have a similar mission: to help small and
Define the term ethics.
What is morality?
What is the manager’s role in ethics?
Why, in your own words, would an otherwise ethical person make an unethical decision?
Define the term corporate social responsibility.
Vanessa Jones is the manager of the phenolics department of PlastiTech, a manufacturer of industrial plastics and composite materials. She is facing a dilemma. There is an opening in her department, and her brother has applied for it. Because her brother has been out of work for several months, he
Why is it sometimes necessary to change leaders to ensure cultural change?
The efforts of Public Communications Inc., to implement total quality had exceeded expectations at two of its three plants. However, the third plant just didn’t seem to be able to get things off the ground. The plant manager, Merrill Stephens, was under a lot of pressure because his colleagues in
List the steps in the strategic planning process.
Explain why creative thinking is important in strategic planning and how to encourage it.
Write a sample vision statement for a hypothetical organization.
What is a manufacturing network?
Newspaper Concessions Corporation (NCC) manufactures vending machines for newspaper chains nationwide. The machines are placed in conspicuous locations and accessed using the appropriate combination of coins. A great deal of research has gone into continually improving this aspect of the vending
The Quality Institute (TQI) is a partnership of Northwest Florida State College, the University of West Florida, and the Economic Development Council of Okaloosa County. TQI is dedicated to the continual improvement of quality, productivity, and competitiveness in the private and public sectors. To
Explain the role of the customer in a total quality setting.
What is a reliable customer?
What role does customer satisfaction play in the development of reliable customers?
Briefly describe what is meant by an organization that has customer focus.
“You know you have hit the big time when the purple-and orange-lettered Federal Express (FedEx) truck driven by a smiling courier pulls into your driveway or walks up your stairwell and hands you the purple-and-orange envelope. First off, it’s always a blessed relief to get what’s inside,
Perhaps the most famous case illustrating the enormous cost of winning back lost customers is that of the “Tylenol Murders.” Seven people in the Chicago area died suddenly after taking Tylenol capsules. An investigation revealed that the capsules had been laced with cyanide, a deadly
Give a brief rationale for empowerment.
Describe the concept of MBWA.
Explain the concept of workforce readiness as it relates to empowerment.
Distinguish between empowerment and enlistment.
The employees of a midsized printed circuit-board manufacturer had been excited about their empowerment program during its first several months of operation. A number of solid suggestions for improvement had been made, accepted, and implemented, saving the company substantial amounts of money by
Wanda Brown had worked hard to achieve her rapid advancement from shipping/receiving clerk to shipping/receiving manager. She had an uncanny ability to focus on a task, break it into its component parts, arrange the parts in a logical sequence, and tackle each part in order until the entire task
Patagonia is a world-leading textile manufacturer that specializes in clothing for children and adults. Employees are the primary source of workplace improvements in this company, where empowerment is the norm and the suggestion system is called the Opportunity for Improvement Program. Patagonia
Define the term leadership .
Lincoln Electric Company in Cleveland, Ohio, manufactures arc welding equipment. Lincoln has the highest paid workers in this extremely competitive market, and it is protected neither by patents nor by price supports. In spite of this, Lincoln Electric controls 40% of the arc welding market. How is
Kollmorgen Corporation is a diversified technology company that operates in the highly competitive electronics industry. Kollmorgen relies on its employees pulling together to outperform the competition worldwide in the areas of quality and productivity. The focus of leaders at Kollmorgen is on
What are the characteristics of a good team mission statement?
Define the concept of collegial relationships.
Explain why some employees are not comfortable being team players.
It is important to learn how to develop a comprehensive, clearly articulated team charter. Assume that you and your fellow students are a team in an organization (you choose the kind and size of organization). The task is to develop a team charter.QUESTIONS1. Discuss with your class members how you
Define effective listening .
What is responsive listening?
Explain four strategies for improving listening skills.
Define the following factors and explain how they affect listening: body factors, voice factors, proximity factors.
John Gill is a busy man. No matter how fast he works, it seems he’s always behind. Consequently, when an employee brings Gill a problem, he is not a good listener. He opens mail, answers the telephone, and constantly glances at his watch while the employee is talking. Because he does not listen
Name 10 widely used instructional methods.
List the five factors that magnify the need for training.
What is a training objective? Write a sample training objective in behavioral terms.
What does a manager need to know to be sure that training provided satisfied the training objectives? How can these things be determined?
As an instructor, what can you do to help participants retain what they are learning?
List and explain the three components of a lecture.

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Quality Management For Organizational Excellence Introduction To Total Quality 7th Edition David L. Goetsch, Stanley B. Davis - Solutions

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