Deck 15: Implementing and Validating the Quality System

Question 1

How did you select particular projects from the feedback report?

Answer 1

Selection of particular projects from the feedback report :
• By conducting a monthly review of action plan templates and scorecard.
• Evaluating the organization's performance review process.
• Developing a 10-year workforce capability and capacity plan.
• Select projects based on prior performance against goals.
• Estimating the future performance and its progress of achieving the vision.
Thus, the selection of particular projects from the feedback report is explained.

Question 2

The model in Figure shows people as the basis of the quality system. Do you agree with this assertion? Why or why not?
Figure Quality System Model

Answer 2

The assertion "people as the basis of the quality system" is agreeable.
Quality system model :
The Quality system model is shown in Figure 1. The base of the entire system in this diagram is people. The theme is to empower people so that ongoing quality development is a division of the job.
Figure 1
People represent the hub of a firm's capabilities. They provide the intelligence, sympathy, and capability required to offer exceptional customer service.
Thus, the assertion "people as the basis of the quality system" is agreeable and is explained.

Question 3

Administer the survey instrument in A Closer Look at Quality 15-1 to a local business owner and report your findings

Answer 3

Findings of the survey :
Leadership :
• The organization takes care of its leadership.
• Leaders must share information to the organization.
• Top leaders should guide the juniors and encourage work.
Strategic planning :
• The organization asks for ideas to plan for its future.
Customer and market focus :
• To recognize the importance of customer.
• To remain in touch with the customers.
• To make decisions to solve problems for the customers.
Process management :
• Gather information regarding the value of the work.
• Control over the work processes.
• Implementing good processes for doing work.
Business results :
• Work products must meet all requirements.
• Customers should be satisfied with the work.
Hence, the findings of the survey of a local business owner is discussed.

Question 4

What are some of the weaknesses of this approach?

Question 5

There are regions where the three spheres of quality overlap. What are some of the overlaps between management, assurance, and control? Why are they important?

Question 6

Administer the survey instrument in A Closer Look at Quality 15-1 to the employees of the business from Problem 1. Compare the employees' and owner's perceptions to see where they differ significantly

Question 7

Why would it be good to use a mix of internal and external examiners as is recommended in the chapter?

Question 8

Review the concept of enterprise capabilities. Pick a firm and determine what you think is the enterprise capability for that firm

Question 9

How did you prioritize projects for improvement?

Question 10

Why is internal assessment a necessary tool for outstanding companies?

Question 11

Was all of the feedback meaningful? What are some of the attributes of useful feedback?

Question 12

At what stage do you believe a company would be ready for internal assessment?

Question 13

At what stage does a company become ready for Baldrige-based internal assessment?

Question 14

Define the different types of audits. Pick a company and define which type would be best for it. Support your answer

Question 15

The Boise City Leadership model is an interesting model for a governmental entity. Is this model different from a model that would be used for a for-profit firm? Why or why not?

Question 16

What are the enablers for quality improvement in a school? What are they in a firm where you have worked (see Figure)?
Figure Generic Auditing Steps