Continuous Quality Improvement - Answers organization-wide efforts to install and make a permanent
climate in which an organization continuously improves its ability to deliver high-quality products and
services to customers.
focus on process, review operations routinely, a system that seeks to improve the provision of services
with an emphasis on future results. Like total quality management, CQI uses a set of statistical tools to
understand subsystems and uncover problems, but its emphasis is on maintaining quality in the future,
not just controlling a process
quality-management tools
Six Sigma
,LEAN
Business process re-engineering - Answers Define goals, Measure current performance, Analyze and
determine causes of defects, Improve the process by eliminating defects, Control and standardize future
process performance (process cannot produce more than 3.4 defects per million)
elimination of waste! identify value-added processes and waste processes, improve flow, eliminate
waste (people, time, product, transport) (pharmacy delivery optimization)
focusing on the analysis and design of workflows and business processes within an organization
General manager
Functional manager
Benchmarking
Padding - Answers focus on entire business
Manage an organizational unit (specific set of activities d/t specialized knowledge)
, compare of self to best in the industry
Ordering more than is needed to avoid shortages
ishikawa diagrams (herringbone)
Menu planning: Table d'hote
a la carte
spoken menu
static menu
cycle
single use - Answers causal diagrams, categorize what might be the cause of the problem
several courses at a fixed price
foods priced individually
room service
menu never changes
different items on a weekly, biweekly or seasonal menu
service on a particular day
Physical inventory
Perpetual inventory
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