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Continuous Improvement Strategies
There are four primary Improvement Strategies:
Repair, Refinement, Renovation & Reinvention.
Repair: Anything broken must be fixed so that it
functions as designed.
Two levels to this strategy:
• Short-term- Customer receives a damaged product, a quick fix is required.
• Long-term- Individual or a team identifies root cause & eliminates it.
Repair strategy does not improve process.
Refinement: This strategy involves activities that continually improve processes,
products & services to make them quicker, better,
easier or with less waste.
Renovation: This strategy results in major or break through improvement.
Reinvention: A new product, service, process or activity is developed using teams
based on a complete understanding of the customer requirements.
Quality StatementsVISION: The vision statement is a short declaration of what an organization
aspires to be tomorrow. Successful visions are timeless, inspirational &
become deeply shared within the organization.
IBM- Service.
Apple- Computing for the masses.
Disney Theme Park- Happiest place on earth.
Paranoid- Instant Photography.
MISSION: Mission statement answers questions like:
Who we are, who are the customers, what we do, & how we do it?
Mission statement is generally less than one paragraph, easy to understand & describes
functions of the organization.
National Railway: To meet customers’ Transportation & distribution needs
by being the best at moving their goods on time, safely & damage free.
Ford: To improve continually our products & services to meet the customers’ needs,
allowing us to prosper as a business & to provide a reasonable return to our share
holders, the owners of the business.
Quality Policy StatementThe quality policy statement is a guide for everyone in the organization as to
how they should provide products & services to the customers. It should be
written by the CEO with feedback from the workforce & approved by the
quality council.
Common characteristics are:
• Quality is first among equals
• Meet the needs of the internal & external customers
• Equal or exceed the competition
• Continually improve the quality
• Include business & production practices
• Utilize the entire workforce.
Quality policy is an essential requirement of quality certifications like ISO/QS
9000.
Quality Policy of Xerox: Quality is the basic business principle for Xerox.
Quality means providing our external & internal customers with innovative
products & services that fully satisfy their requirements. Quality is the job of
every employee.
Strategic PlanningFor TQM to succeed the strategic Quality plans & business plans
should be inseparable.
Seven steps to Strategic Planning:
1. Customers Needs
2. Customer Positioning
3. Predict the future
4. Gap Analysis
5. Closing the Gap
6. Alignment
7. Implementation.