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Canada (162,457)
MGTA02H3 (363)
Chapter 2

Chapter 2-MGTA04

3 Pages

Management (MGT)
Course Code
Chris Bovaird

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Chapter 2-Increasing Productivity and Quality  productivity o measure of efficiency o compares how much is produced with the resources used to produce it  quality o offering the features that consumers want o defined in terms of value to the cx Measuring Productivity  labour productivity o dividing GDP/total # of workers o the focus is on labour for resources used to produce the output because most countries keep accurate records on employment Manufacturing vs. Service Productivity  manufacturing productivity is higher than service productivity  Baumol's disease o since service sector has more hands-on things that machines can't replace, it is difficult to increase it's productivity o this assumption is being challenged-many companies have increased their productivity by becoming more like factories and they use modern info technology to eliminate inefficiencies Industry Productivity  industries within these sectors differ vastly in terms of productivity Company Productivity  high productivity gives a company a competitive edge because its costs are lowever Total Quality Management  Juran's "Quality Trilogy" (first structured process for managing quality) o quality planning o quality control o quality improvement o the theory introduces management actions and the idea of company-wide employee participation  Ishikawa "fishbone diagrams"/"cause and effect diagrams" o helps employees to investigate causes of quality problems e.g. too many delayed flights Managing for Quality  total quality management (TQM) o concept that emphasizes that no defects are tolerable and that all employees are responsible for maintainign quality standards o includes all the activities needed for getting high-quality goods/services into the marketplace Planning for Quality  performance quality o overall degree of quality o how well the product meets needs+how well the product performs  quality reliability
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