GMS 401 Lecture Notes - Lecture 7: Life-Cycle Assessment, Dmaic, Japanese Philosophy

• School: Ryerson University
• Department: Global Management Studies
• Course: GMS 401
• Professor: Dror Hermel

Document Summary

Outline: global company profile: arnold palmer hospital, quality and strategy, defining quality, total quality management, tools of total quality management, the role of inspection, tqm in services. Learning objectives: define quality and tqm, describe the iso international quality standards, explain six sigma, explain how benchmarking is used, explain quality robust products and taguchi concepts, use the seven tools of tqm. Arnold palmer hospital does so much more than just going through the motions with these quality tools. The hospital really ingrains a culture of quality in all of its employees. Patient satisfaction is truly the number one priority. The results clearly reflect this culture: (1) the hospital typically scores in the top 10% nationally in benchmark patient satisfaction surveys, and (2) it boasts one of the highest neonatal intensive care survival rates in the u. s. An operations manager"s objective is to build a total quality management system that identifies and satisfies customer needs.