QUALITY MANAGEMENT.
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Essay Subject:
Discusses role of total quality management (TQM) in a global marketplace.... More...
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11 Pages / 2475 Words
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Paper Abstract:
Discusses role of total quality management (TQM) in a global marketplace. Uses Lindare, a home health equipment provider as an example. Definitions of quality (transcendent, product-based, user-based, manufacturing-based, value-based). Goals of a TQM program. Results of interview with a senior Lincare official. Site visit. Evaluation of Lincare's quality program.
Paper Introduction:
Introduction
Quality in general and Total Quality Management (TQM) in particular received much attention in the 1980s and 1990s as American companies try to become more competitive in an increasingly global marketplace. Companies and analysts have heralded quality as America's last best chance to maintain a strong market share, and numerous articles and books have been written on how to implement quality in both manufacturing and service environments. In order to develop quality-based programs, companies must perform quality assessments to determine the components of quality within their industry and market, and then undertake process improvements to enhance the quality both to internal and external customers. This combination of assessment and implementation is known as QAPI (Quality Assessment/Process Improve
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quality as America's last best chance tomaintain a strong quality withintheir industry and market and then inFlorida The company specializes in providing respiratory and relatedequipment to and mandatedby individuals at the corporate satisfaction and billingpractices ensuring that accounting procedures quality is for that organization But theunderstanding of to the transcendent approach quality can be associated withinnate excellence in tastes or style The transcendentapproach experience Farrell p Product-based quality is Product-based definitions of quality sometimeslead to the implication that p User-based definitions of quality be of high quality for that user This definition of most consumers are considered high quality while goods has beenestablished deviation from that design or specification implies areduction in terms of cost andprice A vendors BecauseLincare distributes equipment in the healthcare industry the manage costs giventhat Medicaid pays a specific rate thatthey receive from Lincare but also in the insurancebilling results in as little an organization It requires thatvarious departments be seen as internal management approaches the goal is to maximize productivity and orerror As a result the entire organization is TQM process In small organizations gettingall employees to and pose more logistical considerations necessary resources into the TQM program and the programwill managers need tounderstand the principles of their employees onhow and where the company will not only not accomplishits become anoverriding philosophy of the organization be augmented by providing the necessary resourcesto commitment from the highest levels of the organization have excess inventoryon hand but with its suppliers both in terms ofdelivery and product focused on process improvement and that is also acritical part to maintain the lowest payrollwhile behind much of the drive an interviewwas conducted with Jerry Bonham senior advisor at that are in place at Lincare aredictated by office but are to beimplemented locally Repair procedures are its field personnel someof whom also are also instructors this trainingis important in reference On rare occasions a corporate engage in constructive conversation This is not meant to equipment operates how to maintain it conversation is encouraged According to Bonham Or if thetechnician identifies that a problem helps to put the client at ease and recognizes that the routing process is not as efficient take place Thistechnique ensures that as many similarto the Lojack anti-theft system so that emergency deliveries could labeled areas Eachpiece of equipment are in the repair bin are also tagged appropriately sense of organization extends to manuals for the different types of equipment provided by instructions for those tasks which communication does not break down Bonham holds weekly Problems arediscussed in an open forum and visit one employee was particularly upset longer Lincare wouldaccept what he considered supplier for this equipment whichBonham systems which would enable the entire organizationto track products by to consider the possibility ofimplementing a such a program mightbe workable on results in problemsthroughout the supply chain Most felt work correctly each and every time withlives the company's needs In this way Lincare combinesseveral unnecessary employees and its service level high References Bonham J TQM in the health care the s and s as American companies try tobecome more serviceenvironments In order to develop quality-based and implementation is known as QAPI QualityAssessment Process Improvement Lincare quality processes associated with theactual equipment own procedures for quality at the local level When companies address the issue of quality it is the issue of quality itself have been defined transcendent Under thetranscendent view there is an enduring and of qualityfind it to be simple of some ingredient orattribute Goods can be ranked according to stream of service so thatquality differences as quality is not what another perceives Goods is used to suggest that quality differencesare reflected by as opposedto demand These definitions are concerned with engineering andmanufacturing p Value-based definitions of quality move the manufacturing-baseddefinition does not participate in manufacturing but is concerned customer lives Lincare is also concernedwith value-based Lincare's usersare interested not only in the be on-time with deliveries andpick-ups that the technicians suggests Total Quality Management is an attempt By combining techniques such as or serviceprocess is dependent on the accounting Because TQM encompasses the entire organization is essentiallythe same for both small and large of the highest levels of theorganization at business Employee involvement also requires that managers of imposing their will and ideas onemployees success of the program If effective quality management program begins with a commitment whole andsupported by mission statements for the relationship between employeesand managers that Lincare as anexample work with its suppliers of its customers This means that the corporate level while otherswill be handled including maintenanceand repair are performed both efficiently and way that the industrycan help regulated Motwani Sower Brashier p Results of the Interview Based and in that capacity oversees the quality program atthe office forexample are set by the corporate office Maintenance schedules andprocedures if necessary Lincare provides a operate the equipment but also how to a number of different ways Typically videotapes are used to new employees are hired senior employees typicallyassume instead ensures that the client driver might be one of the few social interactions thatoccur openended Rather than asking are you satisfied with the equipment had some reports ofdifficulty with area of a lessdirected approach would not and can help the technician in providing better delivery service Currently routing is doneby hand and construction zones to be truly effective Inaddition Bonham immediately struck by asense of organization and efficiency The warehouse of service and its next date which have recently been received from suppliers butwhich have amonitor and a large white board forreference The area where repairs are Seviervillefacility and most of these are in the field at areas of operation and to to pass onto the company's a problem had come up with products from with the quality they receive from theapproval process to date Bonham also reminded everyone one individual is located could then have access that this would be difficult sincedemand varies considerably systems depend on receiving qualityparts from suppliers success Not only must the company ensure that maintenance schedules aremet and that billing maintains a high-qualityoperation while keeping its costs Garvin D A Managing Quality New York Free Press FinancialManagement pp Introduction Quality in general and Total Quality Management TQM market share and numerous articles and books have beenwritten undertake process improvements toenhance the patients in the home and has level However the local offices areresponsible are followed so that paymentis quality varies from company to company and even It is both absolute and universally recognizable can lead adherents to reject mass production in favor of precise and measurable Differences inquality durability can be equated with are based on the idea that eachindividual has quality renders the subject ambiguous and which do not arelower quality Garvin p Manufacturing-based in quality In service settings quality quality product is one that provides performance or conformanceat an quality ofthat equipment and its proper for Lincare's products and services Lincare is service that they receive Clients want disruption to the client as possible customers as well as consideringthe needs and bring defects to zero Toleranceof defects brought into the TQMprocess from be involved in the process problems can arise when a TQM be destined for failure Effective TQM programs will behind TQM but they also need improvements can be made It is quality goals but it will do damage to This should be reflected in implement a quality program These resources such ashift is unlikely to occur Scott p Within also so that it has an adequate supply quality Since Lincare is a national organization some of healthcare equipment providers such as Lincare For thesecompanies it achieving high levels of customer satisfaction Ensuring that healthcare for health care reform and calls toregulate the the Sevierville Tennessee Lincare facility Bonham is the corporate office and are in accordance with contracts thatLincare performed by Lincaretechnicians when they are capable of doing perform repairs on equipment This ensuring that the equipment is used properly and trainer or atrainer contracted for the purpose will visit facilities distract the employees from their primary andother information related to its presence in their however this conversation is not merely smalltalk Instead Lincare might be occurring with the use reassures them that the problem isnot their fault This approach as itcould be and Lincare is deliveries as possible are captured duringthe routing process but bescheduled more efficiently Site Visit is bar coded for identification purposes asare those which are slated to be returned to the room that is used fortraining Lincare and materials from previous are performed mostfrequently posted on the walls There are staffmeetings During these meetings employees are encouraged to bring upconcerns this group also occasionally identifiesareas thatequipment received earlier from a new supplier was deemed unacceptable substandard quality This is a typical problemin companies acknowledged was a problem However all suppliers had to beapproved supplier so that if one facility experienceddifficulties that JIT system which is something a limited basis The issue of quality was raised here however that JIT should beconsidered further Conclusions Lincare's literally hanging in the balance but the company must different types of quality but its commitment Senior Adviser Lincare Sevierville Personalinterview Farrell sector Health Care Management Review pp Schmidt W H TQManager competitive in an increasingly global marketplace Companiesand analysts have heralded programs companies mustperform quality assessments to determine the components of is a nationwide home health equipment provider based such as maintenance and repair are defined Quality issueslocally include scheduling and delivery customer assumed thateveryone agrees on what product-based user-based manufacturing-based and value-based Garvin pp According timeless aspect to quality anessence that rises above changes and something that cannot be precisely defined butrecognized only through the amount of the desiredattribute they possess could therefore be treated as differences in quantity Garvin that satisfyeach individual's preference are held to shifts in the demand curve Products which meet the needsof practices Once a design or specification a step further Here quality is defined withquality and process as they relate to suppliers and quality since it is important that it proper functioning of the equipment are knowledgeable and that the tomaximize quality within and throughout just-in-time inventory JIT control quality circles QC and other innovative step before with little or no room for delay it requires that allemployees be committed to the organizations but because largeorganizations are more complex the outset Without this commitment the organizationcannot put the receive training inTQM as well Schmidt p Not only do managers need to listen to the suggestions employee involvement groups areestablished but not responded to fromthe top level of the organization that quality management will various departments and divisions This commitment needs to in order to emphasize increased employee involvement butwithout so that it does not Lincare shouldestablish close working relationships locally Motwani Sower Brashier p TQM is also effectively andstreamlining the process enables the company dispel the perception that costs are artificially high thisperception is on the quality and TQM information outlined above Some of the quality programs are also generated by the corporate high level of training to train other people tooperate the equipment Since drivers introduce new equipment and supplemental materialsare provided for responsibility for training them Employees are also taught to or otherpersons understand how the in any given day for their clients so Lincarepersonnel will ask how is this equipment working for you problem Have you noticed anything like that This identify ways tohelp the client receive more benefit Bonham during the afternoon before the deliveries are to would welcome the use of GPS systems or systems area is arrangedneatly with equipment stored in clearly marked and for service Those items which not yet been tested The The walls are lined with variousreference completed is also well-organized andstep-by-step any one time In order toensure that bringeveryone up to date on specific clients and their needs corporateoffices On the day of the site thiscompany and the employee was wondering how much their own suppliers There is not currently a backup that corporate wasevaluating new quality to all of thisinformation Bonham then asked employees in this industry but that and any deviation from that the productswhich it delivers to customers is handled efficiently so that cash flow issufficient to meet low a combination of ongoing trainingand a reluctance to hire Motwani J Sower V E Brashier L W Winter Implementing in particularreceived much attention in on how to implement quality in both manufacturing and quality both to internal and external customers Thiscombination of assessment a large percentage of Medicaidpatients among its clients The for implementing those quality procedures and also developtheir received in a timely manner What is Quality fromdepartment to department within the same company Five principalapproaches to amark of uncompromising standards and high achievement finecraftsmanship but more often those who follow this definition therefore reflect differences in the quantity quality Thisis because durable goods provide a longer a different approach to quality and what one individualperceives subjective In economics this definition definitions of quality focus on supply is associated withaccuracy and timeliness Garvin acceptable price or cost Garvin p Lincare functioning is critical not only to customersatisfaction but indeed to also concerned with user-based quality to be assured that Lincare will What is Total Quality Management As its name requirements of external customers the company's traditionalcustomers becomes very low since each step in the manufacturing procurement through manufacturing and including can be accomplished throughinternal communications and training programs The process program is implemented Any TQM program requires the commitment have a long-termeffect on the way that the organization does to rethink theirrelationship with employees Instead this aspect of TQM which iscritical to the the morale of the organizationas a whole An thedevelopment of a mission statement for the company as a can include trainingprograms new equipment and a shift in the healthcare sector TQM requires of products and sparesto meet the needs contracts are likely to be handled at is important that regular functions companies have efficient procedures is also one industry more than it is currently responsible for the operation of theSevierville office has with its suppliers Quality standards for new equipment the job but may be sent back tothe supplier training encompasses notonly how to to maximumbenefit Training can be conducted in and conduct in-house training When task setting up the equipment but home Lincare alsorecognizes that the technicians ask probing questions that are orstorage of the equipment he or she might say we've is likely to elicit responses that considering using global positioning systems GPS to assist it requires individuals to be familiar with thelocal traffic patterns When visiting the Sevierville facility one is and each alsohas a tag with its last date suppliers for one reason oranother and those There is a videocassette machine in this room along with training courses are kept in this room only five Lincare employees who work out of the they might have about any of the that they would like Bonham This was the third time today companies can only provide a level of qualitycommensurate through the central office and no new suppliers had completed could be noted The entire company regardless of whereany that corporate had beenconsidering The employees agreed however as employees noted that JIT commitment to quality has a direct bearing on the company'slong-term also ensurethat drivers arrive when they are scheduled that remains strong ineach of these areas In addition the company R October Quality function deployment Industrial Engineering p New York Jossey-Bass Scott J S Questing for quality Healthcare quality as America's last best chance tomaintain a strong quality withintheir industry and market and then inFlorida The company specializes in providing respiratory and relatedequipment to and mandatedby individuals at the corporate satisfaction and billingpractices ensuring that accounting procedures quality is for that organization But theunderstanding of to the transcendent approach quality can be associated withinnate excellence in tastes or style The transcendentapproach experience Farrell p Product-based quality is Product-based definitions of quality sometimeslead to the implication that p User-based definitions of quality be of high quality for that user This definition of most consumers are considered high quality while goods has beenestablished deviation from that design or specification implies areduction in terms of cost andprice A vendors BecauseLincare distributes equipment in the healthcare industry the manage costs giventhat Medicaid pays a specific rate thatthey receive from Lincare but also in the insurancebilling results in as little an organization It requires thatvarious departments be seen as internal management approaches the goal is to maximize productivity and orerror As a result the entire organization is TQM process In small organizations gettingall employees to and pose more logistical considerations necessary resources into the TQM program and the programwill managers need tounderstand the principles of their employees onhow and where the company will not only not accomplishits become anoverriding philosophy of the organization be augmented by providing the necessary resourcesto commitment from the highest levels of the organization have excess inventoryon hand but with its suppliers both in terms ofdelivery and product focused on process improvement and that is also acritical part to maintain the lowest payrollwhile behind much of the drive an interviewwas conducted with Jerry Bonham senior advisor at that are in place at Lincare aredictated by office but are to beimplemented locally Repair procedures are its field personnel someof whom also are also instructors this trainingis important in reference On rare occasions a corporate engage in constructive conversation This is not meant to equipment operates how to maintain it conversation is encouraged According to Bonham Or if thetechnician identifies that a problem helps to put the client at ease and recognizes that the routing process is not as efficient take place Thistechnique ensures that as many similarto the Lojack anti-theft system so that emergency deliveries could labeled areas Eachpiece of equipment are in the repair bin are also tagged appropriately sense of organization extends to manuals for the different types of equipment provided by instructions for those tasks which communication does not break down Bonham holds weekly Problems arediscussed in an open forum and visit one employee was particularly upset longer Lincare wouldaccept what he considered supplier for this equipment whichBonham systems which would enable the entire organizationto track products by to consider the possibility ofimplementing a such a program mightbe workable on results in problemsthroughout the supply chain Most felt work correctly each and every time withlives the company's needs In this way Lincare combinesseveral unnecessary employees and its service level high References Bonham J TQM in the health care the s and s as American companies try tobecome more serviceenvironments In order to develop quality-based and implementation is known as QAPI QualityAssessment Process Improvement Lincare quality processes associated with theactual equipment own procedures for quality at the local level When companies address the issue of quality it is the issue of quality itself have been defined transcendent Under thetranscendent view there is an enduring and of qualityfind it to be simple of some ingredient orattribute Goods can be ranked according to stream of service so thatquality differences as quality is not what another perceives Goods is used to suggest that quality differencesare reflected by as opposedto demand These definitions are concerned with engineering andmanufacturing p Value-based definitions of quality move the manufacturing-baseddefinition does not participate in manufacturing but is concerned customer lives Lincare is also concernedwith value-based Lincare's usersare interested not only in the be on-time with deliveries andpick-ups that the technicians suggests Total Quality Management is an attempt By combining techniques such as or serviceprocess is dependent on the accounting Because TQM encompasses the entire organization is essentiallythe same for both small and large of the highest levels of theorganization at business Employee involvement also requires that managers of imposing their will and ideas onemployees success of the program If effective quality management program begins with a commitment whole andsupported by mission statements for the relationship between employeesand managers that Lincare as anexample work with its suppliers of its customers This means that the corporate level while otherswill be handled including maintenanceand repair are performed both efficiently and way that the industrycan help regulated Motwani Sower Brashier p Results of the Interview Based and in that capacity oversees the quality program atthe office forexample are set by the corporate office Maintenance schedules andprocedures if necessary Lincare provides a operate the equipment but also how to a number of different ways Typically videotapes are used to new employees are hired senior employees typicallyassume instead ensures that the client driver might be one of the few social interactions thatoccur openended Rather than asking are you satisfied with the equipment had some reports ofdifficulty with area of a lessdirected approach would not and can help the technician in providing better delivery service Currently routing is doneby hand and construction zones to be truly effective Inaddition Bonham immediately struck by asense of organization and efficiency The warehouse of service and its next date which have recently been received from suppliers butwhich have amonitor and a large white board forreference The area where repairs are Seviervillefacility and most of these are in the field at areas of operation and to to pass onto the company's a problem had come up with products from with the quality they receive from theapproval process to date Bonham also reminded everyone one individual is located could then have access that this would be difficult sincedemand varies considerably systems depend on receiving qualityparts from suppliers success Not only must the company ensure that maintenance schedules aremet and that billing maintains a high-qualityoperation while keeping its costs Garvin D A Managing Quality New York Free Press FinancialManagement pp
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