Chapter 16 - performance improvement

Question 1

what is performance improvement?

Answer 1

systematically making changes to enhance these results

Question 2

what is productivity

Answer 2

measure of the output of goods or services in relation to the input of resources
- working smarter

Question 3

what are the 5 core job dimensions?

Answer 3

1. skill variety
   - the range of skills and activities needed to complete a job
2. task identity
   - degree to which a worker can complete an activity in full (start to finish)
3. task significance
   - impact and influence of a job. (more satisfying if they are making a difference and adding value)
4. autonomy
   - amount of individual choice and discretion ( freedome, independence and scheduling)
5. feedback
   - amount of feedback a worker recieves about their performance and the extent to which they can see the impact of their work

Question 4

the 5 core job dimensions lead to 3 critical psychological states:

Answer 4

1. meaningfulness of the work
2. responsibility for the outcomes of the work
3. knowledge of the actual results of the work activity

Question 5

what is TQM?

Answer 5

management process and set of disciplines that are coordinated to ensure that the company consistently meets or exceeds quality standards as set by customers and stakeholders

Question 6

in TQM, management focus is on _, not the _

Answer 6

organization, not the individual

Question 7

what are the objectives of TQM?

Answer 7

identify barriers to quality
satisfy internal and external customers
create an atmosphere of continuous improvement

Question 8

what are the 5 major TQM subsystems?

Answer 8

1. customer focus
2. strategic approach to operations
3. commitment to human resource development
4. a long term focus
5. total employee involvement

system only works well when they are all present

Question 9

reducing _ is viewed as the key to improving productivity and quality

Answer 9

variation

errors, inconsistitencies, outcomes that dont meet standards

Question 10

what do managers usually look at to check for variation?

Answer 10

outputs

adherence to quality standards or product specifications, portion size, temp etc.

Question 11

principles of TQM

14

Answer 11

main ones to talk about:
- encourage education and self-improvement for everyone
- take action to accomplish the transformation
- eliminate numerical quotas - ppl may produce poor products in order to meet quotas
- remove barriers that rob people of pride of workmanship
- adopt and apply leadership
- drive out fear - employees feel safe to ask and express ideas
- break down barriers between staff areas (work in teams)

Question 12

give a TQM management competency and apply it

Answer 12

1. develop relations of openness and trust
2. support results through recognition and rewards
3. create a learning and cintuously improving organization
4. build collaboration and teamwork