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Chapter 2

Chapter 2

Management (MGT)
Course Code
Chris Bovaird

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Productivity a measure of efficiency that compares how much is produced with the
resources used to produce it
Quality a products fitness for use in terms of offering the features that consumers want
Labour productivity partial productivity ration calculated by dividing gross domestic
product by total number of workers
Total quality management (tqm) a concept that emphasizes that no defects are
tolerable and that all employees are responsible for maintaining quality standards
Performance quality the overall degree of quality; how well the features of product
meet consumers needs and how well the product performs
Quality reliability the consistency of quality from unit to unit of a product
Quality ownership the concept that quality belongs to each employee who creates or
destroys it in producing a good or service; the idea that all workers must take responsibility
for producing a quality product
Business process re-engineering redesigning of business processes to improve
performance, quality, and productivity
1. Identify the business activity that will be changed
2.Evaluate information and human resources to see if they can meet the requirements
for change
3.Diagnose the current process to identify its strengths and weaknesses
4.Create the new process design
5. Implement the new design
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