La récession économique a donné aux nouvelles formes d'organisation du travail, dont l'approche de la qualité totale, l'allure de remèdes magiques susceptibles de permettre la survie d'entreprises au bord de la faillite. Les syndicats se doivent d'analyser ces nouvelles approches et de se positionner par rapport à elles. Mais il ne faut pas oublier qu'il s'agit là d'abord et avant tout de statégies de gestion, c'est-à-dire de stratégies patronales. Par ailleurs, les principes qui sous-tendent l'approche de la qualité totale rejoignent par plusieurs aspects des valeurs généralement associées à la culture des femmes. Certaines de ces valeurs sont ici décrites et les femmes sont invitées à la prudence face à cette nouvelle approche qui pourrait fort bien surcharger encore davantage la super-femme d'aujourd'hui.
RésuméParmi les multiples efforts mis en oeuvre par les entreprises pour affronter leurs concurrents dans le contexte de mondialisation des années 80, trois ont connu une vogue particulière à une époque donnée: la fabrication de classe mondiale (World Class Manufacturing—WCM), la gestion de la qualité totale (Total Quality Management—TQM), et l'amélioration de la productivité. Loin de s'exclure mutuellement, ces actions se rejoignent, se chevauchent, se combinent et peuvent se renforcer. Dans ce texte, nous nous proposons de faire ressortir le lien entre la recherche d'un statut de fabrication de classe mondiale, la gestion de la qualité totale et l'amélioration de la productivité dans une perspective de gestion. Ceci constitue un essai pour situer la qualité totale comme approche de gestion caractéristique d'un nouveau paradigme de gestion surclassant la production de masse dans les secteurs industriels dynamiques qui sont devenus des enjeux mondiaux.AbstractAmong the actions undertaken by firms in an effort to achieve and maintain competitiveness, three have been particularly emphasized at one time or another. These are world class‐manufacturing, total quality management, and productivity improvement. Far from being mutually exclusive, these approaches are interrelated, overlap, and complement each other. In this paper, we propose to outline the interrelationships between these three approaches. By so doing, we try to demonstrate how TQM can be viewed as a management approach which operationalizes a new paradigm in management. The new paradigm has surpassed mass production as the most attractive management philosophy in most dynamic, global industrial sectors.
This book combines, for the first time, the operations management and operations research concepts in lean and agile supply chain management (SCM) for achieving decreased uncertainty, increased productivity, and sustainability through the use of quality engineering techniques (QETs). The book serves as a beneficial supplementary read for supply chain management and logistics courses in operations management/operations research for industrial engineering or management departments as the book uses practical examples of QET applications in SCM in a variety of industries, such as manufacturing, international shipping, and services. By reading this book, a wide range of audiences from general readers to students in industrial engineering or management fields will learn practical skills that can be utilized in the application of quality engineering techniques in lean and agile SCM.
Dans des travaux en évaluation de politiques publiques, il existe un réel besoin d'augmenter la connaissance sur les travaux de recherche qui s'intéressent à la formalisation et à la stabilisation d'une démarche de méta-évaluation. Dans un processus de méta-évaluation, il y va de "la qualité de la connaissance utile à l'action publique". La méta-évaluation renvoie au processus de la formation d'un jugement de valeur sur une ou plusieurs évaluations réalisées sur une thématique, un projet ou une politique donnée en s'intéressant non pas aux seuls critères de qualité vu par les standards professionnels mais en interrogeant la question de l'utilité de l'évaluation du point de vue des utilisateurs, et de la société en général. La qualité d'une évaluation ne se résume pas à sa seule cohérence conceptuelle; il importe également de prendre en compte les finalités sociales de l'évaluation. Discuter d'un tel concept implique de revenir sur les différents sens donnés dans la littérature scientifique pour en préciser le périmètre. La métaévaluation est un instrument privilégié de la recherche en évaluation : elle va au delà d'une analyse des résultats mais porte sur la qualité des pratiques, les méthodes, les logiques théoriques, et aussi et surtout sur le caractère utilisable des évaluations.
Featuring case studies from the industrial and tourism sectors, this book provides an interdisciplinary perspective on the effect of total quality management on business and innovation strategies. The principles of Total Quality Management (TQM) have been widely researched and analyzed as an essential tool for businesses to compete in a globalized economy. This book presents the latest research on the applications of TQM across different functions such as customer service, human resources management, and cost control. It demonstrates how the utilization of TQM tools, such as the SERVQUAL model, Eco-Management and Audit Scheme (EMAS), High Involvement Practices (HIWP), and the EFQM excellence model, impacts a firm's performance, enhances productivity and innovation, and reduces cost, thereby allowing them to compete more effectively in the global market. Building on the extensive literature on the relationship between TQM and business performance, the authors argue that quality acts as a powerful competitive tool that companies should embrace in their corporate strategy. By promoting activities that result in greater efficiency, improved control and management of the organization (internal quality), firms can achieve significant improvement in customer satisfaction, employee satisfaction, social impact and business results (external quality) and exceed expectations in these areas.
As communities demand more transparency and involvement in community affairs, local public administrators and government authorities are seeking new ways to meet those needs. A fundamental way to bridge community needs with authorities' actions is through the customer-oriented development of Performance Indicators (PI). However, this is often not a core focal point and as a result, performance indicators are often output and not impact focused, and thus can lack relevance and utility. Addressing this gap in academic and practical knowledge, Customer Development of Effective Performance Indicators in Local and State Level Public Administration presents a structured process to enable public organisations and their communities to jointly develop performance indicators for public organisations' operations, and enabling communities to determine key performance indicators that are both highly relevant and contextually useful. Grounded in quality management principles, the book encourages community members to participate in practical co-production, promotes mutual learning and joint ownership, fosters relationship building between diverse customer groups, and inspires open conversations regarding local government operations--back cover
Overview of quality issues (Siobhan Drummond) -- Introduction to quality (Siobhan Drummond); Critical success factors for the organization (Siobhan Drummond); Methods of quality improvement (Siobhan Drummond); Heritage, authenticity and history (Kathryn A. Burnett); Site visits (Eric Laws) -- The analysis of quality for heritage site visitors (Eric Laws); Management of cultural and heritage destinations (Eric Laws); Concept development (Graham Black) -- Whats, whys and whos of concept design (Graham Black); Hows of concept design (Graham Black); Operations management (Isabelle Frochot) -- Service concepts and issues (Isabelle Frochot); Measurement of service quality (Isabelle Frochot); Five human resources (Margaret A. Deery) -- Managing human resources (Margaret A. Deery and Leo K. Jago); Managing volunteers (Leo K. Jago and Margaret A. Deery); The future (Nick Johns) -- Which way for heritage visitor attractions (Nick Johns and Julian Hoseason); Developing the role of quality (Szilvia Gyimothy and Nick Johns)
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A powerful business fable that shows you how to spread Lean business practices to every function of your business. Pascal Dennis is a Lean business learner and practitioner who has written four books on the subject of Lean business practices. In The Remedy, he shows how Lean business practices can be expanded from manufacturing to all the other areas of your business-including design, engineering, sales, and marketing and all processes in between-and how doing so builds a more efficient organization at every level. This story follows Tom Pappas and Rachel Armstrong, senior leaders at a despera.
This book offers a comprehensive overview of quality and quality management. It also explores total quality management, covering its human, technological and analytical imperatives. It also examines quality systems and system standards, highlighting essential features and avoiding a reproduction of the ISO 9000 standard, as well as people-related issues in implementing a quality system. A holistic understanding of quality considerations, which now permeate every aspect of human life, should guide related policies, plans and practices. The book describes the all-pervasive characteristics of quality, putting together diverse definitions of "quality," outlining its different dimensions, and linking it with reliability and innovation. It goes on to assess the quality of measurements in terms of precision, accuracy and uncertainty and discusses managing quality with a focus on business performance. This is followed by a chapter on improving process quality, which is the summum bonum of quality management, and a chapter addressing the crucial problem of measuring customer satisfaction through appropriate models and tools. Further, it covers non-traditional subjects such as quality of life, quality of working life, quality assurance and improvement in education, with special reference to higher education, quality in research and development and characterizes the quality-related policies and practices in Indian industry. The last chapter provides a broad sketch of some recent advances in statistical methods for quality management. Along with the research community, the book's content is also useful for practitioners and industry watchers
