100% tevredenheidsgarantie Direct beschikbaar na je betaling Lees online óf als PDF Geen vaste maandelijkse kosten
logo-home
Eerder door jou gezocht
Eerder door jou gezocht
logo
Samenvatting Quality Management (Engels) €6,49
In winkelwagen
Snel navigeren naar
Voorbeeld
  2.  
  3. Hogeschool Inholland (InHolland)
  4.  
  5. Quality Management (OE301)

Samenvatting

Samenvatting Quality Management (Engels)

3 beoordelingen
 15 keer verkocht

Samenvatting geschreven in 2020 in het Engels. Alle relevante onderwerpen voor het tentamen worden hierin behandeld, naar aanleiding van de lessen. Hoogwaardige kwaliteit: Ik schrijf al jaren samenvattingen en dit is het enige materiaal wat ik gebruik wanneer ik leer voor mijn tentamens. (bij sommi...

[Meer zien]

Voorbeeld 4 van de 31  pagina's

Document informatie

  • Nee
  • Relevant topics
  • 23 september 2020
  • 31
  • 2019/2020
  • Samenvatting

Onderwerpen

Gekoppeld boek

book image

Titel boek:

Auteur(s):

  • Uitgave:
  • ISBN:
  • Druk:

Meer samenvattingen voor studieboek

Alles voor dit studieboek (7)

Geschreven voor

Alle documenten voor dit vak (2)

3  beoordelingen

review-writer-avatar

Door: evalabrie98 • 3 jaar geleden

review-writer-avatar

Door: sil1 • 3 jaar geleden

review-writer-avatar

Door: 624344 • 3 jaar geleden

Verkoper

avatar-seller
noortje626

Ontvangen beoordelingen

Voorbeeld van de inhoud

Culture
Quality culture:
An organizational value system that results in an environment that is conducive to the
establishment and continual improvement of quality. It consists of values, traditions,
procedures and expectations that promote quality.

Traditional:
- Maximizing profits on the short term (cut and run management)
- Manager is boss and gives order
- Organisation looks inward, is focused on its own needs
- Finger pointing
- Adversarial relationship with supplier, pressure to bring down prices and
speed up delivery
Quality:
- Long term focus on customer satisfaction, investing in technology and training
programs.
- Manager is a teamcoach who seeks employee input
- Organisation is customer focused, customer satisfaction is the highest priority
- Focus on identifying the root cause of the problem
- Suppliers are viewed as partners, work together
Implementing total quality necessities cultural change in an organization (can not occur in
hostile environment, it takes time and the past is difficult to forget)

Leadership from the top needs to:
- Be knowledgeable of the need of change
- Be able to articulate vision
- Have a sense of urgency to change
- Be willing to remove obstacles
- Have a history of following through on chance initiatives
- Be willing to empower employees at all levels.
Change can be difficult because resisting change is natural human behavior. In any
organization there will be advocates of change and resistors. Same change can have
different perspectives. So first understand their concerns before changing anything.

Most common reasons to resist change:
Fear, loss of control, uncertainty, more work or disagreement with problem definition.

Emotional transition:

,Strategies to overcome resistance:
- Involve potential resisters
- Avoid surprises
- Move slowly at first
- Start small and be flexible
- Create a positive environment
- Incorporate the change
- Provide a quid pro quo
- Respond quickly and positively
- Work with established leaders
- Treat people with dignity and respect
- Be constructive.

Strategies for establishing a quality culture include the following:
1. Identify the changes needed
2. Put the planned changes in writing
3. Develop a plan for making changes
4. Understand the emotional transition process
5. Identify key people and make them advocates
6. Take a hearts and minds approach
7. Support (draagvlak)

Partnerships
Partnerships may be formed internally (among employees) and externally with suppliers,
customers, and potential competitors.
Examples of partnerships:
- Consortium Buying (cost benefits)
- In-house supplier representatives
- Customer focus groups.

The purpose is to enhance competitiveness, it could be a systematic process involving the
following steps:
1. Identification of potential partners
2. Identification of key decision makers
3. Implementation of partnering briefing

, 4. Implementation of the partnership

Three levels of internal partnering:
- Management to employees
- Team to team
- Employee to employee

Supplier partnerships:
The goal of a supplier partnership is to create and maintain loyal, trusting relationships that
will allow both partners to win while promoting the continuous improvement of quality,
productivity and competitiveness.
Requirements for success:
- Supplier personnel should interact with employees who use their products
- the price-only criteria in the buyer-supplier relationship should be eliminated
- the quality of products delivered should be guaranteed by the supplier
- Supplier should be proficient in JIT
- Both parties should be capable of sharing information electronically

Evolution of supplier partnerships:
1. Uncertainty and tentativeness
2. Short term pressures
3. Need for new approaches
4. Adoption of new paradigms (patterns)
5. Awareness of potential
6. Adoption of new values
7. Mature partnering

Managing quality in the supply chain:
- Supplier evaluations
- Supplier certification
- Third party filters (ISO)
- Supplier audits
- Supplier development programs

Customer partnership:
The rationale for forming customer partnerships is customer satisfaction. The best way to
ensure customer satisfaction is to involve customers as partners in the product development
process. Doing so is, in turn, the best way to defined quality is a fundamental aspect of total
quality.

Competitor partnership:
Partnering with potential competitors makes sense for large corporations.
Score on strategies alliances:

, Education and business partnerships are formed to help organizations continually improve
their people and how well they interact with process technologies. Services provided include
on-site customized training, workshops, seminars, technical assistance and consulting.

Customers
External customer: Is the one referred to in the traditional definition.
Internal customer: is any employee whose work depends on that of employees whose work
precedes his or hers.
In a total quality setting, customers define the quality.

Six-step strategy for identifying customer needs:
1. Speculate about results
2. Develop an information-gathering plan
3. Gather information
4. Analyze the results
5. Check the validity of conclusions
6. Take action
Customers change constantly, therefore this is an ongoing process.

QFD: Quality function deployment: It is a mechanism for putting into operation the concept of
building in quality.

The value of a product can be defined by: Quality of the product, the service surrounding it,
de organizational personnel, image and price of product.

CVA: Customer Value Analysis: It analyses what the customer wants and how the
organization can reach that.

Customer Service Mix: It is a pyramid showing the more important a customer is, the sell
there are of them.

Dit zijn jouw voordelen als je samenvattingen koopt bij Stuvia:

Bewezen kwaliteit door reviews

Bewezen kwaliteit door reviews

Studenten hebben al meer dan 850.000 samenvattingen beoordeeld. Zo weet jij zeker dat je de beste keuze maakt!

In een paar klikken geregeld

In een paar klikken geregeld

Geen gedoe — betaal gewoon eenmalig met iDeal, creditcard of je Stuvia-tegoed en je bent klaar. Geen abonnement nodig.

Direct to-the-point

Direct to-the-point

Studenten maken samenvattingen voor studenten. Dat betekent: actuele inhoud waar jij écht wat aan hebt. Geen overbodige details!

Veelgestelde vragen

Wat krijg ik als ik dit document koop?

Je krijgt een PDF, die direct beschikbaar is na je aankoop. Het gekochte document is altijd, overal en oneindig toegankelijk via je profiel.

Tevredenheidsgarantie: hoe werkt dat?

Onze tevredenheidsgarantie zorgt ervoor dat je altijd een studiedocument vindt dat goed bij je past. Je vult een formulier in en onze klantenservice regelt de rest.

Van wie koop ik deze samenvatting?

Stuvia is een marktplaats, je koop dit document dus niet van ons, maar van verkoper noortje626. Stuvia faciliteert de betaling aan de verkoper.

Zit ik meteen vast aan een abonnement?

Nee, je koopt alleen deze samenvatting voor €6,49. Je zit daarna nergens aan vast.

Is Stuvia te vertrouwen?

4,6 sterren op Google & Trustpilot (+1000 reviews)

Afgelopen 30 dagen zijn er 64257 samenvattingen verkocht

Opgericht in 2010, al 15 jaar dé plek om samenvattingen te kopen

Begin nu gratis

Laatst bekeken door jou

Voordeelbundel ·

(0)

AS Level Salters Nuffield Biology Flash Cards

Tentamen (uitwerkingen) ·

(0)

Dosage Calculation RN Fundamentals Online Practice Assessment 3.0 already graded A+ 2024/2025

Samenvatting ·

(0)

Samenvatting boek 'Samenleven met overtuigingen'

€6,49  15x  verkocht
  • (3)
In winkelwagen
Toegevoegd