© 2007 Pearson Education 16- 1 Managing Quality Integrating the Supply Chain S. Thomas Foster...

16- 1© 2007 Pearson Education

Managing QualityIntegrating the Supply Chain

S. Thomas Foster

Chapter 16Implementing and Validating the

Quality System


Strategic Quality PlanningImplementing and Validating the Quality System Chapter 16

Building Blocks for the system of quality improvementInternal validation: documenting and assessing the quality systemQuality auditsExternally validating the quality system


Strategic Quality PlanningImplementing and Validating the Quality System Building Blocks for the system of quality improvement

PeopleOrganizational learning and knowledgeCultureCloseness to CustomersInformation and financeThe three spheres of qualityThe integrative approachAlignment between the quality system and strategy


Strategic Quality PlanningImplementing and Validating the Quality System Building Blocks for the system of quality improvement

PeoplePeople represent the core of the firms capabilitiesFor a quality system to function effectively employees must understand that they are integral to the system


Strategic Quality Planning Implementing and Validating the Quality System Building Blocks for the system of quality improvement

Organizational learning and knowledge

Knowledge is the capital that fuels outstanding quality results Outstanding customer service results from providing employees with outstanding training and knowledge



Closeness to Customers Companies that value knowledge will gather data about customers and will study and understand customer needsCustomer retention is closely relat5ed to profitability



Information and Finance Well-designed information systems … become the institutional memory for customer needsFinancial resources are needed to provide the infrastructure and services that customers want



The three spheres of quality Quality planning and managementQuality assuranceQuality control



The integrative approach All building blocks must be in place in all functional areas and throughout all levels of the organization



Alignment between quality systems and strategy

The design of the quality system must have focus


Strategic Quality Planning Implementing and Validating the Quality

System Internal validation: Documenting and

Assessing the Quality System

Four Stages

1. Surveying2. Categorizing3. Investigating4. Evaluating





Four Stages


Generate list of strengths and weaknesses





Four Stages


Reconceptualize list in terms of resources and capabilities





Four Stages


Determine where potential competitive advantage lies





Four Stages


Choose the appropriate generic strategy for the firm


Strategic Quality Planning Implementing and Validating the Quality System Quality Audits

Preparation. develop lists of questions, gather materials, form lists of candidatesAudit team selection. Select the right team members for the teamDevelop checklists containing the questions to be studied in the audit



Types of auditsOperational audits

assist all members of management in the effective discharge of their of their responsibilities



Types of auditsPerformance audits

Supplier auditsCertification auditsAward auditsConsultant auditsPresidential audits



Types of auditsQualitative and quantitative elements in audits

Qualitative audits compare current practice against structural measuresQuantitative audits actions such as reviewing quality control checksheets to model trends


Strategic Quality Planning Implementing and Validating the Quality System Externally Validating the Quality System

1. Establish a purpose2. Make a plan3. Collect data4. Document findings5. Evaluate strengths and areas

for improvement6. Develop improvement strategy


Strategic Quality Planning Implementing and Validating the Quality System Summary

The audit process and Baldridge self-assessment … provide a means for top management to improve its leadership in the area of quality management


Strategic Quality Planning Implementing and Validating the Quality System Summary

Companies … should recognize that these approaches are not short term fixes. They require long term commitment and support

© 2007 Pearson Education 16- 1 Managing Quality Integrating the Supply Chain S. Thomas Foster...

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