The Deming Theory Of Management Information Technology Essay

The Deming Theory Of Management Information Technology Essay Quality became an important business issue due to the increase in competitiveness in world markets. The total quality management approach introduced by W. Edwards Deming used by several organizations in the world to improve their operations and the processes used in all functional areas of their organizations. The basis of TQM is to reduce the errors produced during the manufacturing or service process, increase customer satisfaction and improve product/service quality, productivity, and competitiveness by improving communications with stakeholders (customers, suppliers, employees, shareholders and society). The application of TQM can vary from business to business, even across the same industry. William Edwards Deming (1900 1993) was an American statistician, professor, author, lecturer, and consultant. He was widely credited with improving production in the United States during the Cold War, although he was well known for his work in Japan. Deming made a significant contribution to Japans later reputation for innovative high-quality products and its economic power. He was regarded for his impact on Japanese manufacturing and business. Despite he was being considered as a hero in Japan, he got a widespread recognition in the U.S. at the time of his death. During Demings work in Japan in 1940s, his message to Japans chief executives was improving quality will reduce expenses while increasing productivity and market share. A number of Japanese manufacturers adopted his techniques widely and experienced an increased level of quality and productivity. After some time quality prize was introduced under Demings name, which is given to companies have experienced a major influence directly and indirectly on the development of quality control and quality management in Japan. Dr. W. Edwards Deming taught that by adopting appropriate principles of management, organizations can increase quality and simultaneously reduce costs by reducing waste, rework, staff wasted time and increase customer loyalty. The key is to practice continence improvement and think of manufacturing as a system, not as bits and pieces. The Deming Theory of Management is a management philosophy based on four principles: Appreciation for systems. Knowledge of variation. Theory of knowledge. Psychology. Deming was well known for his model introduced for problem solving based on the Japanese approach of quality. The model was called as Deming cycle or PDCA (plan, do, check, action). He also introduced 14 points used to reach TQM in organizations as follows: Create constancy of purpose to improve product and service. Adopt new philosophy for new economic age by management learning responsibilities and taking leadership for change. Cease dependence on inspection to achieve quality by building quality into the product. End awarding business on price; instead, minimize total cost. Improve constantly the system of production and service to improve quality and productivity and to decrease costs. Institute training on the job. Institute leadership to help do a better job. Drive out fear so that all may work effectively for the organization. Break down barriers between departments; research, design and sales; therefore all teams should work together to resolve problems in production and use. Eliminate slogans, exhortations and numerical targets for the workforce. Eliminate quotas or work standards, and management by objectives or substitute leadership. Remove barriers that rob people of their right to pride of workmanship; hourly workers, management and engineering; eliminate annual or merit ratings and management by objectives. Institute a vigorous education and self-improvement program. Put everyone in the organization to work to accomplish the transformation. (Ahmed and Zairi, 2006) Characteristics of Successful TQM Companies based on Deming theory are common to companies that successfully implement TQM in their daily operations are as follows: Strive for owner/customer satisfaction and employee satisfaction. Strive for accident free work places. Recognize the need for measurement and fact based decision making. Arrange for employees to become involved in helping the company improve. Train extensively. Work hard at improving communication inside and outside the company. Use teams of employees to improve processes. Place a strong emphasis on the right kind of leadership. Involve subcontractors and suppliers in continuous improvement. Strive for continuous improvement. (http://www.authorstream.com/Presentation/5034-314271-total-quality-management-tqm-entertainment-ppt-powerpoint/, 2010) Joseph Moses Juran (1904 2008) was a 20th century management consultant who was mainly remembered as a caller for quality and quality management, writing several influential books on those subjects. During his 1966 visit to Japan, Juran learned about the Japanese concept of Quality Circles which he actively used in the West. Juran also acted as a matchmaker between U.S. and Japanese companies looking for introductions to each other. Juran was widely credited for adding the human dimension to quality management as he pushed for the education and training of managers. He was also credited for illuminating the core problem in reforming business quality. For Juran, human relations problems were the main issue in most of the organizations. Resistance to change was identified by Juran as the root cause of quality issues. He developed the Jurans trilogy, an approach to cross-functional management that is composed of three managerial processes: Quality planning. Identify who are the customers. Determine the needs of those customers. Translate those needs into our language. Develop a product that can respond to those needs. Optimize the product features so as to meet our needs and customer needs. Quality control. Develop a process which is able to produce the product. Optimize the process. Quality improvement. Prove that the process can produce the product under operating conditions with minimal inspection. Transfer the process to Operations. http://www.70620.com/tag/joseph-m-juran-philosophy-characteristics Malcolm Baldrige (1922 1987) was working as United States Secretary of Commerce and then confirmed by the United States Senate in 1981. During his life journey he played a major role in developing and carrying out Administration trade policy. Baldrige was a supporter of quality management as a key to U.S. wealth and long term strength. He took an initiative in developing the legislation that became the Quality Improvement Act of 1987 and helped draft one of the early versions. In recognition of his contributions, the congress named the annual quality award under his name Malcolm Baldrige National Quality Award. This award contributed to long-term improvement in economy, efficiency, and effectiveness in government. There are seven Criteria Categories that cover that was set by Baldrige in every management system: 1. Leadership 2. Strategic Planning 3. Customer Focus 4. Measurement, Analysis, and Knowledge Management 5. Workforce Focus 6. Process Management 7. Results He also divided the way of how the apply the above criteria based on the work segment: one for education, one for healthcare, and one for business, nonprofits, and government organizations. The Baldrige Criteria are built on 11 interrelated core values and concepts: Visionary leadership Customer-driven excellence Organizational and personal learning Valuing workforce members and partners Agility Focus on the future Managing for innovation Management by fact Societal responsibility Focus on results and creating value Systems perspective These core values and concepts are embedded in high-performing organizations. They are the foundation for integrating key performance and operational requirements within a framework. (http://www.baldrige.com/criteria/baldrige-core-values , 2010) Deming, Juran and Baldridge difference in their quest for Quality: Each one of the above quality gurus is looking into quality from different aspect. They all are working to improve the USA organizations to get better output of products and services. Deming was focusing on the use of statistical quality control. Juran was focusing on managing for quality and started Quality Management courses concentrating on top and middle management of organizations. Baldridge was focusing his on management system to reach performance excellence. He was working on developing the legislation that became the Quality Improvement Act. This was the key to introduce the Malcolm Baldrige Quality Award that recognizes U.S. businesses that excel in quality achievement and quality management. If we compare Baldrige with other types of standards we will find that the Baldrige Criteria serve as a comprehensive framework for performance excellence. They focus on business results as well as organizational improvement and innovation systems. Lean and Six Sigma methodologies drive waste and inefficiencies out of processes, and ISO 9000 is a series of standards for an efficient quality conformance system. Overall, ISO 9000 registration covers less than 10 percent of the Baldrige Criteria (http://www.nist.gov/baldrige/improve.cfm , 2010). Quality model in practice: In my opinion Malcolm Baldrige quality model is the one that it is in practice due to different reasons: Baldrige developed the legislation that became the Quality Improvement Act since 1987. Introduction of Malcolm Baldrige Quality Award that became a method to motivate U.S. organizations to develop their quality based on a set of standards. It focuses on management system to reach performance excellence. It focuses on business results, organizational improvement and innovation systems. Quality Awards: One of the well known quality awards is the Malcolm Baldrige Quality Award. It recognizes U.S. businesses that excel in quality achievement and quality management. There are different purposes for the award are: To promote recognition of the importance of quality. To recognize quality related achievements of U.S. organizations. To publicize strategies that improves quality. This award is providing a detailed feedback for additional step the organizations has to take care of in case they would like to meet todays quality standards. The candidates, selected are going through three stages review process are: Evaluation of written examinations submitted by candidate. Site visits to companies with high scores on the written examination. Final overall evaluation. (http://www.questia.com/googleScholar.qst?docId=5000218317 , 2010) They are assed based on seven Criteria Categories that was set by Baldrige are: 1. Leadership 2. Strategic Planning 3. Customer Focus 4. Measurement, Analysis, and Knowledge Management 5. Workforce Focus 6. Process Management 7. Results The above criteria will asses every single detail of the organization in order to check their quality excellence. Even if the organizations do not want to go for the process of the award, they can go through the award documents, use the awards assessment criteria to check their status and then adapt the applicable quality model on their process in order to reach the quality standard. Conclusion: Quality has become an important approach that organizations are taking care of while developing their process of work and managing their resources. Quality gurus have introduced several types of management improvement tools to reach quality excellence. Moreover, awards were introduced to check organizations process and motivate them towards quality excellence. REFERANCE Abdel Ahmed and Mohamed Zairi and Ali Asseri, 2006. TQM Fundamentals: Chapter 1 The Quality Planning Process. Hamdan Bin Mohammed e-University. Baldrige core values. Retrieved on April 18.2010 from http://www.baldrige.com/criteria/baldrige-core-values/ Joseph M. Juran. (2010, March 10). In Wikipedia, The Free Encyclopedia. Retrieved 06:29, April 14, 2010, from http://en.wikipedia.org/w/index.php?title=Joseph_M._Juranoldid=348984076 KC 1.5.3 Quality Pioneers Joseph M. Juran. Retrieved on April 14, 2010 from http://www.70620.com/tag/joseph-m-juran-philosophy-characteristics Malcolm Baldrige, Jr.. (2010, April 6). In Wikipedia, The Free Encyclopedia. Retrieved 06:33, April 14, 2010, from http://en.wikipedia.org/w/index.php?title=Malcolm_Baldrige,_Jr.oldid=354335958 PDCA. (2010, April 14). In Wikipedia, The Free Encyclopedia. Retrieved 07:46, April 14, 2010, from http://en.wikipedia.org/w/index.php?title=PDCAoldid=355860177 Total quality management. (2010, April 13). In Wikipedia, The Free Encyclopedia. Retrieved 12:41, April 16, 2010, from http://en.wikipedia.org/w/index.php?title=Total_quality_managementoldid=355765150 Total Quality Management a continuous improvement process, 2010. Retrieved on April 14, 2010 from http://www.authorstream.com/Presentation/5034-314271-total-quality-management-tqm-entertainment-ppt-powerpoint/ What is Baldrige? Retrieved on April 18, 2010 from http://www.baldrige.com/baldrige-process/what-is-baldrige/ Y.K. Shetty, The quest for quality excellence: lessons from the Malcolm Baldrige Quality Award. Retrieved on April 20, 2010 from http://www.questia.com/googleScholar.qst?docId=5000218317

Needs of Customer Essay

Greeting Service When customers walk into a restaurant, whether it is McDonald’s or Chez Pierre, they expect to be acknowledged. This is a small service, but it is imperative to the success of the restaurant, as customers who are not greeted may simply walk out and eat somewhere else. The type of host a restaurant has will depend on the type of restaurant it is as well as how busy it is. Some restaurants pay hosts to greet customers, call names off waiting lists and walk customers to their tables. In other restaurants, management and wait staff take over this duty. Regardless of what you can afford for your restaurant, always make sure someone has the responsibility of greeting the guests and that person knows it is her responsibility. Wait Staff When customers go to a restaurant, they expect a good wait staff, unless they are dining at a fast-food chain. Even then, customers expect the counter workers to get their orders right in an appropriate amount of time and solve problems quickly and courteously. In traditional, sit-down restaurants, customers expect the wait staff to be attentive, but not too attentive. Wait staff should not hover or interrupt, but they also should come back frequently enough to attend to their customers’ needs. In addition, they should bring food in a timely manner and handle problems, such as food that has been sent back pleasantly. Customers also expect wait staff to be friendly and personable. Environment Customers usually go to restaurants to meet with others socially in a friendly environment. Although environment is not usually considered a service, service plays a large role in creating a good environment. In addition to making sure the restaurant is clean, attractive and the decor is consistent with the food and restaurant’s image, restaurant owners need to tell their staff it’s OK to let guests linger. Wait staff should not hint that it is time for the guests to go. For example, they should not rush the food to the table unless the customer requests it. They also should not start to clean nearby tables in an obvious manner or wait for customers to get out their money to pay the check. To the contrary, wait staff should say things like, â€Å"Feel free to chat as long as you like — let me know if you’ll need some dessert or a drink refill.† Food and Drink Probably the most important service that a customer expects to receive when dining out is a good selection of delicious and well-presented food. According to London wine writer Jamie Goode, it is more important that food be simple and good tasting, made with quality ingredients, than to be fancy or pretentious. Goode also notes that customers expect a large wine selection that is not overpriced. Furthermore, customers expect food to be consistent with the image of the restaurant. Customers who are dining at a family restaurant, for example, expect sandwiches, traditional dinners and moderate prices. At a more elegant restaurant, prices can be higher but food needs to be more of the gourmet variety.

Before You Were Mine by Carol Ann Duffy Essay

â€Å"Before you were mine† is a poem written by a daughter about how she imagines her mother’s life ten years before the daughter was born. The author describes the photo of her mother with two of her friends. They â€Å"shriek at the pavement† and seem to be sharing a joke, young and lightsome (line 4). She knows that the thought of having a child one day doesn’t occur to her mother when she was young and had a lot of dreams. Now remembering her own childhood, Duffy thinks of how she used to play with her mother’s red shoes and imagines when her mother might have worn them. She remembers how her mother used to teach her dance steps when she was a little girl. The poem is a four stanza one, each stanza being made up of five lines, with some variation in length of line. The first two stanzas focus purely on the life of the mother before the daughter was born, whilst the third stanza opens with a reference to the daughter’s birth and then moves to the daughter’s vision of her mother in her earlier life, thus providing a link with the previous stanzas. The fourth stanza begins with a recollection from the daughter’s younger life with her mother, and then takes us back once again to the mother’s days of dancing. I consider that the language contributes to the mood of the poem. The poem is written in first person narrative voice. There are many references to her mother as very happy – â€Å"you laugh / the bold girl winking in Portobello†, â€Å"you sparkle and waltz and laugh†(lines 13-15). The author’s mother’s life can be perceived as flashy. Her mother is likened to Marilyn Monroe: â€Å"Your polka-dot dress blows round your legs. Marilyn† (line 5). Duffy’s mother dreams of â€Å"fizzy, movie tomorrows† (line 7). The poem is written in the present tense, as if the events of the photo are happening now. I suppose in this way the poet tries to make her mother’s past as real as possible. It seems juicy to read a poem in which a daughter imagines how full of life and fun her mother must have been before she was born. Her admiration of her mother is shown in a direct way, and words such as â€Å"shriek†, â€Å"sparkle† and â€Å"fizzy† image the carelessness of youth. Throughout, the poet is very possessive of her mother. References to her appear constantly: â€Å"I’m ten years away†¦ †, â€Å"I’m not here yet†¦ †, â€Å"I remember†¦ † (lines 1, 6 and 12). The word â€Å"mine† appears in the title and the poem actually concludes with the same words as the title, as if the poet is locking her mother in a firm embrace of words.

Essay about The Most Dangerous Game by Richard Connell

Hunting big game animals for sport was a popular pastime with the wealthy classes following World War I. The morality of killing for sport was not questioned in reality, but in this short story the author does question it by taking it a step further and having the protagonist, Sangor Rainsford, hunted by the antagonist, General Zaroff.In a short story full of irony, one of the greatest ironies of Richard Connell’s â€Å"The Most Dangerous Game† is that General Zaroff repeatedly tells Rainsford that he maintains a sense of civilization on his island. General Zaroff believes that he is a civilized aristocrat. While eating an elegant dinner, Zaroff mentions the food and drink. â€Å"Half apologetically General Zaroff said: ‘We do our best to preserve†¦show more content†¦We try to be civilized here’†(Connell 75).He considers electricity a sign of civilization even though he uses it to lure ships to the rocks so he may capture the sailors. His i dea of civilization may not match a more normal person’s ideas. When Rainsford objects, Zaroff protests.â€Å" ‘[†¦]That would be barbarous. I treat these visitors with every consideration. They get plenty of good food and exercise[†¦]splendid physical condition’† (Connell 76).Zaroff uses a euphemism to describe his prisoners and claims that treating them well is a mark of a civilized man. He treats them well so that they will be healthy, well trained, and more challenging to hunt. Zaroff claims to be civilized, but the reality is quite different from Zaroff’s assertions. The harsh truth of island life reveals that Zaroff’s idea of civilization includes personal pleasure derived from murder .Zaroff explains his â€Å"game.† Zaroff has become bored with hunting because the animals do not provide a challenge for him, so hunts the only animal that can think and reason—man (Connell 74).He believes that he deserves the chal lenge, so it is morally right to hunt men. This is not civilized behavior. It is murder. He tries explains why it is right. â€Å"‘If I wish to hunt, why should I not? I hunt the scum of the earth—[†¦]’†(Connell 75).Zaroff believes that his social status and wealth give him the right to kill those in lower classes. ThisShow MoreRelatedThe Most Dangerous Game By Richard Connell1398 Words   |  6 Pages Richard Connell s short work of fiction â€Å"The Most Dangerous Game† blurs the line between humans and animals and explores some of the causes of fear, especially the primal fear of being hunted. Appropriately, it is a suspense-driven work and relies heavily on the use of certain techniques to make sure the reader feels, or at least understands, the terror that the protagonist Sanger Rainsford feels. In the narrative, two techniques are combined to create suspense: careful use of foreshadowing createsRead MoreThe Most Dangerous Game By Richard Connell908 Words   |  4 Pagesscreenplay for a movie called High Noon; a classic tale of when the hunter becomes the hunted. Then in 1924, Richard Connell wrote another classic, called The Most Dangerous Game. Although both stories demonstrate similar examples of the setting and conflict, the main characters react very differently to the unusual situations they find themselves stuck in. High Noon and The Most Dangerous Game share many similarities throughout the text. For example the setting. Both stories do a great job of displayingRead MoreThe Most Dangerous Game By Richard Connell1003 Words   |  5 Pagesuneventful; many people need suspense and drama to feel motivated and engaged in things; this is the same for books. In the book, â€Å"The Most Dangerous Game†, by Richard Connell, the author used various literature methods to create suspense; the techniques he includes are used differently depending on which part of the plot they are used in.  Ã‚  Ã‚   In the story, Richard Connell uses imagery words to create a setting for the story. In turn, the setting gives readers an idea in regards to what is to happen laterRead MoreThe Most Dangerous Game by Richard Connell692 Words   |  3 Pagespsychotic man. This psychopath is a fellow hunter, but desires to poach even greater and smarter game with extremely high intelligence, and is the smartest animal of all -- humans. Throughout the story, the author creates a suspenseful mood through several conflicts the main character encounters, while struggling to survive the â€Å"most dangerous game.† In Richard Connell’s short adventure story, â€Å"The Most Dangerous Game,† Rainsford, a hunter, travels to South America on a hunting expedition, when he carelesslyRead MoreThe Most Dangerous Game By Richard Connell1008 Words   |  5 PagesWhenever you hear the word evil or immoral, what pops up into your head? The character General Zaroff from a story called â€Å"The M ost Dangerous Game† written by Richard Connell pops up into my head. General Zaroff is a man who lives on an island called Ship-Trap Island. Zaroff proves his immorally so many ways in the story. He lures sailors onto this island by using a bright light to trap them into a fake cannel, kidnaps the sailors, and then hunts them. Zaroff is an evil person who kills humansRead MoreThe Most Dangerous Game By Richard Connell828 Words   |  4 Pagesâ€Å"The Most Dangerous Game,† written by Richard Connell in 1924, was made into a movie in 1932. While transitioning the story to a movie, changes were made to the plot. The three changes from the short story to the film version of â€Å"The Most Dangerous Game† include the setup, the characters, and the game. These changes were made to make it possible to be filmed and to amuse the audiences. In the story, it starts off with Rainsford on a yacht with his friend Whitney. They are headed to Ship-Trap IslandRead MoreThe Most Dangerous Game By Richard Connell1318 Words   |  6 Pagesmethod Richard Connell uses to create suspense in â€Å"The Most Dangerous Game† is slowing down the exposition with the purpose of dragging it out and creating a pace that keeps the reader waiting in a prolonged state of suspense. For example, on page 9, Rainsford stumbles upon the chateau after washing up on Ship-Trap island where he is greeted by its owner, saying â€Å"‘It is a very great pleasure to welcome Mr. Sanger Rainsford, the celebrated hunter, to my home...I am General Zaroff.’† Connell is usingRead MoreThe Most Dangerous Game By Richard Connell857 Words   |  4 Pages Richard Connell, the author of â€Å"The Most Dangerous Game,† used the setting in different functions through perseverance in his short story. One of the most critical elements of plot used in this story was suspense. In â€Å"The Most Dangerous Game,† the setting was used to create this, especially through water and foreshadowing. At the very beginning of the story, Whitney, Rainsford’s hunting partner, tells him that the nearby island was called â€Å"Ship-Trap Island.† This foreshadowing leads to a moreRead MoreThe Most Dangerous Game By Richard Connell852 Words   |  4 PagesRichard Connell’s 1924 short story titled â€Å"The Most Dangerous Game† is widely considered a masterfully dark work of short fiction, one that pulls the reader into surreal and chilling circumstances. Through his narrative, Connell provokes both intellect and emotion as he asks questions at the very core of human existence, questions concerning morality and ethics as understood by the modern individual. What is the value of human life? Does power justify action? With his macabre tone, Connell takesRead Mor eThe Most Dangerous Game By Richard Connell1360 Words   |  6 PagesYen Nguyen Mr. Crockwell English Acc 1p: Period 1 24 September 2017 The Most Dangerous Essay Underestimation and cruel actions lead to many things. In â€Å"The Most Dangerous Game,† author Richard Connell reveals a conflict between the main characters, General Zaroff and Rainsford. Rainsford was to play the most dangerous game created by Zaroff, because the only way to survive, is to win it, otherwise death is the only other option. As demonstrated through the use of personification, symbolism, and