Week 1 DQ 1
Part 1: How do you define Quality? Provide a definition of quality, support your definition, and define the stakeholders who are affected by your quality definition. Note: as you progress through this course, you will be focusing in more on your personal definition of quality.
Part 2: Search out some definitions of quality (use websites, visits to retail stores, your own industry, etc.) and look to see how close such definitions of quality link to your own definitions of quality. Given our discussion in class, what do you see that is good or not so good about the definitions of quality that you researched? Lastly, do you see the traits of quality present in the definitions of quality you researched?
Week 1 DQ 2
Identify the type of industry and size of the organization that you work for (for example, service < 500 employees). Describe your organization’s Quality Management Philosophy and also describe its approach to managing it.
Week 2 DQ 1
Explain what a quality management philosophy is and then identify which quality guru (Deming, Juran, Crosby, etc.) best fits your organization’s quality management philosophy. Also, be sure to explain why you feel this way.
Week 2 DQ 2
In the Doc Sharing area, find the file labeled “Quality Awards List,” choose an award from it and research it on the website. Provide some background on what your chosen award process is and list the advantages and disadvantages of the award. Identify whether it links to any of the quality management gurus’ philosophies (Deming, Juran, Crosby, etc). Also, be sure to explain why you feel this way.
Week 3 DQ 1
Listening to the Voice of the Customer (VOC) is a very important part of business excellence and a key to long term sustainability. Discuss the advantages and disadvantages of practicing this effectively. Also comment on your organization’s ability to listen to the VOC and act upon the feedback.
Week 3 DQ 2
After reviewing the Kano Model tutorial and readings from the text, explain why the Kano Model works so well. Also provide two examples from your organization on the Kano Model in practice. Note: your examples can be from a poor use of the Kano Model as well. The Kano Model of Customer Satisfaction Tutorial
Week 4 DQ 1
If your organization listed that QUALITY and FOCUS ON THE CUSTOMER together was a number-one priority, what types of leadership/employee behaviors would you expect to see to make this successful? Please be specific in your responses.
Week 4 DQ 2
Review Johnson & Johnson’s “Our Credo” on their website’s home page and look closely at the first few sentences in each of the first four paragraphs. This is their list of values and priorities. Discuss what effects this type of focus has on quality management within an organization.
Week 5 DQ 1
Discuss why organizations need to have the correct performance metrics to drive quality. Think of examples in the news and their outcomes. For example:
• Toyota and the recalls
• BP and the Gulf oil disaster
• NASA and the Space Shuttle disasters
What behaviors were being driven by their metrics? Identify whether they were the correct behaviors or the wrong behaviors.
Week 5 DQ 2
Use your critical thinking skills and discuss what you can deduce from this data. Please think about both behaviors and processes and linkage to the quality management program.
Week 6 DQ 1
What are the differences between Six Sigma and Lean Principles? What effect does upper management commitment have on the success of either of these processes?
Week 6 DQ 2
Identify some of the key processes that need improvement in your organization associated with the following: sales, marketing, customer service, supply chain management, human resources, manufacturing, etc. What types of Lean Principles and/or Six Sigma initiatives could you use to rectify these problems? Explain why you think they would work best.
Week 7 DQ 1
What is Statistical Process Control? What are the advantages and disadvantages of SPC? Identify two or three applications in your organization that could benefit from Statistical Process Control.
Week 7 DQ 2
What does statistical control mean? What is the difference between capability and control? What is the difference between repeatability and reproducibility? Please provide examples for each.