1. UNIT: MANAGING PEOPLE & ACTIVITIES  Royal Agricultural College Modular Scheme Cirencester College Foundation Degree in Business 2006/2007 Management of Quality – Managing Performance (9) Week 9

2. UNIT: MANAGING PEOPLE & ACTIVITIES  Royal Agricultural College Modular Scheme Cirencester College Foundation Degree in Business 2006/2007 Last week  Carried out appraisal interviews  Applied the principles of the DDP to a case study

3. UNIT: MANAGING PEOPLE & ACTIVITIES  Royal Agricultural College Modular Scheme Cirencester College Foundation Degree in Business 2006/2007 Learning Objectives By the end of the session, students should be able to:-  Demonstrate understanding of the importance of managing quality with reference to individual business cases  Explain a range of quality terms such as TQM and IiP in relation to the management of quality

4. UNIT: MANAGING PEOPLE & ACTIVITIES  Royal Agricultural College Modular Scheme Cirencester College Foundation Degree in Business 2006/2007 Managing and Achieving Quality Armstrong (1999:211) notes that ‘ Quality can be defined as the degree of excellence achieved by an organisation in delivering products or services to its customers’ He lists 3 key aspects of quality Design Conformance Customer satisfaction The management of quality is an ongoing continuous process, a way of doing things rather than something with a start and end. Total quality will only work if everyone is involved

5. UNIT: MANAGING PEOPLE & ACTIVITIES  Royal Agricultural College Modular Scheme Cirencester College Foundation Degree in Business 2006/2007 Individual Performance Management Appraisal or Performance Review Individual motivational tools Performance management Examples include…..

6. UNIT: MANAGING PEOPLE & ACTIVITIES  Royal Agricultural College Modular Scheme Cirencester College Foundation Degree in Business 2006/2007 Organisational Performance Management Quality circles Quality Assurance –Quality control –Total control –Statistical analysis control Total quality management (TQM) Quality standards Examples include…..

7. UNIT: MANAGING PEOPLE & ACTIVITIES  Royal Agricultural College Modular Scheme Cirencester College Foundation Degree in Business 2006/2007 Quality Circles Quality circles consist of small volunteer groups who meet on a regular basis to discuss ways of adjust working methods to improve overall quality Quality circles were introduced to UK management in the 1990’s Quality circles are a way of gaining individual involvement in the management of quality

8. UNIT: MANAGING PEOPLE & ACTIVITIES  Royal Agricultural College Modular Scheme Cirencester College Foundation Degree in Business 2006/2007 Quality Assurance QA is the use of documented procedures to check that product design, development, manufacture and service delivery meet customer needs The right methods will produce the right quality products and services

9. UNIT: MANAGING PEOPLE & ACTIVITIES  Royal Agricultural College Modular Scheme Cirencester College Foundation Degree in Business 2006/2007 Quality Control QC is the assessment of the extent that QA measures have been met in terms of product performance and reliability Total Quality Control is the systematic application of QC with the emphasis on prevention of quality issues Inspection is a post- manufacture quality check process Statistical Quality Control uses sampling and mathematical techniques to sustain quality within defined limits

10. UNIT: MANAGING PEOPLE & ACTIVITIES  Royal Agricultural College Modular Scheme Cirencester College Foundation Degree in Business 2006/2007 Quality Assurance QA is the use of documented procedures to check that product design, development, manufacture and service delivery meet customer needs The right methods will produce the right quality products and services

11. UNIT: MANAGING PEOPLE & ACTIVITIES  Royal Agricultural College Modular Scheme Cirencester College Foundation Degree in Business 2006/2007 Total Quality Management (TQM) TQM is a holistic approach to quality systems, affecting every aspect of the organisation with a view to building quality into everything that is done The emphasis is on problem and defect PREVENTION rather than fault DETECTION The responsibility for quality belongs to everyone EMPOWERMENT TQM is about identifying and meeting customer needs

12. UNIT: MANAGING PEOPLE & ACTIVITIES  Royal Agricultural College Modular Scheme Cirencester College Foundation Degree in Business 2006/2007 7 Aspects of Total Quality Management (TQM) Dale and Cooper (1992 cited Torrington, Hall and Taylor 2002) Commitment and leadership of the CEO Cultural change Planning and organisation Education and training Involvement Recognition Measurement Over 90% of TQM initiatives fail… Is TQM ‘old hat’… Has BPR supersede d it?

13. UNIT: MANAGING PEOPLE & ACTIVITIES  Royal Agricultural College Modular Scheme Cirencester College Foundation Degree in Business 2006/2007 Quality Standards Quality standards serve as a framework for the design of quality control systems ISO 9000 EFQM European Foundation for Quality Management Quality award schemes IiP, ISO, European Quality Awards

14. UNIT: MANAGING PEOPLE & ACTIVITIES  Royal Agricultural College Modular Scheme Cirencester College Foundation Degree in Business 2006/2007 That is the theory… but what does quality mean to you? Task 1 Working in groups, share your organisational quality practice you have identified from your research. Explain what role the following people have in delivery the quality standards you describe:- Senior Management Line Management Employees Specialists Task 2 Combine your research into a fact sheet that can be shared by the rest of the group

15. UNIT: MANAGING PEOPLE & ACTIVITIES  Royal Agricultural College Modular Scheme Cirencester College Foundation Degree in Business 2006/2007 Any Questions…. NEXT WEEK Health and Safety