Productivity and Quality Management
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Issue paper one: Productivity and Quality Management
Executive Report
Prepared by
G.Y. Attanayake
MBA/2003/1448
Course : MBA 501 Managing Business Operations
Dr. Travis Perera
Mr. A.K.L Jayawardana
July, 2003
POSTGRADUATE INSTITUTE OF MANAGEMENT
University of Sri Jayewardenepura
TABLE OF CONTENTS
PAGE NO.
EXECUTIVE SUMMERY
INTRODUCTION
MEASURING PRODUCTIVITY IN THE MANUFACTURING AND SERVICE SECTORS
1.1.1
Productivity Defined and Explained
1.1.1.1
Why Productivity
1.1.2
Manufacturing Sector Productivity
1.1.3
Service Sector Productivity
1.1.4
Nestle Lanka Performance Measures
TOTAL QUALITY CONCEPTS
1.2.1
Total Quality Management Models
1.2.1.1
The origin of TQM
1.2.1.2
Total quality defined
1.2.1.3
Why TQM
1.2.1.4
TQM models
1.2.2
Issues in Application of TQM
HIGH PERFORMANCE ORGANIZATION
1.3.1
Characteristics of a high Performance Organization and Benefits
1.3.1.1
What is a high Performance Work System
1.3.1.2
Benefits of a High Performance Work System
1.3.2
Job Design Defined
1.3.3
Job Design in an Performance Organization
ORGANIZATION OVERVIEW
Nestle Mission and Vision
Nestle Quality Objectives
Nestle Key Products
Current Customer Expectations and Perceptions
The Products Which does not meet the Expectations of Customer
The departmental Process
2.6.1
The core customer requirements
2.6.2
The inputs
2.6.3
The output
IMPROVING THE DEPARTMENT
Achieving of key parameters in the operational plan and the revised plan in relation to Management accounting Department
Utilization of software systems to the betterment of the department and internal customers.
Measurement of internal customer satisfaction and identification of errors made
Cost per Ton Delivered
EXECUTIVE SUMMERY
Productivity measures in the manufacturing and the service sectors are varied and Complex ,the benefit from these, is to maintain a check on the efficiency and the effectiveness of organization processes.
In looking at the productivity concepts applied in Nestles, it seems that, almost all the aspects of productivity measures in large processes are covered to achieve excellence.
Total quality management can be defined as a change agent which will assist organizations to survive in this tough, unforgiving