ch.12 summary/study guide

54 views3 pages
Published on 17 Jun 2011
School
UTSG
Department
Rotman Commerce
Course
RSM100Y1
Professor
Chapter 12: Productivity and
Quality
Productivity measure of economic performance that measures how much is produced
relative to the resources used to produce it.
Quality a products fitness for use in terms of features and satisfaction.
Most countries use labour productivity to measure their level of productivity. It is equal to
GDP divided by the total number of workers. Findings show that international
organizations are more productive. Belgium has the highest worker productivity, with
Japan and New Zealand being the lowest.
Manufacturing productivity is higher than service productivity, seemingly due to Baumals
Disease, the fact that machines cant replace human services. However, that is changing as
automated kiosks are popping up.
The agricultural and steel industry has been very successful in Canada.
Total Quality Management
Fishbone diagrams (cause and effect diagrams) helped employees track causes of
quality problems.
Total Quality Management (quality assurance) includes all the activities needed for
getting high quality goods and services into the marketplace. It must consider
customers, employees, and suppliers. Customer focus is the starting point.
Planning for Quality
Performance quality is the features of a product and how well it performs.
Quality reliability refers to the consistency or repeatability of performance, e.g.
Toyota.
Organizing for Quality
All parts of the organization should be part of this process, and there are quality
experts.
Leading for Quality
Quality Ownership is the idea that quality belongs to each person who creates or
destroys it while performing a job. Managers must inspire employees to have this.
Controlling for Quality
Tools for Total Quality Management
www.notesolution.com
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Document Summary

Productivity measure of economic performance that measures how much is produced relative to the resources used to produce it. Quality a product"s fitness for use in terms of features and satisfaction. Most countries use labour productivity to measure their level of productivity. Gdp divided by the total number of workers. Findings show that international organizations are more productive. Manufacturing productivity is higher than service productivity, seemingly due to baumal"s. Disease", the fact that machines can"t replace human services". However, that is changing as automated kiosks are popping up. The agricultural and steel industry has been very successful in canada. Fishbone diagrams (cause and effect diagrams) helped employees track causes of quality problems. Total quality management (quality assurance) includes all the activities needed for getting high quality goods and services into the marketplace. Performance quality is the features of a product and how well it performs. Quality reliability refers to the consistency or repeatability of performance, e. g. toyota.