Introduction:

Hello everyone. Today, I will be presenting on the topic of quality management and how it can help businesses
enhance their overall performance and achieve customer satisfaction. Quality management involves various
strategies and practices aimed at improving product and service quality, streamlining processes, and fostering
long-term relationships with customers and suppliers. Let's dive into the key ideas related to quality
management.

Process Orientation:
One crucial aspect of quality management is being process-oriented. This means creating and closely
monitoring the process flowchart of the business to identify errors and inefficiencies in production, as well as
eliminate unnecessary steps. Another advantage is that process flowchart is a great communication tool.
In what aspect?
Its visual aspect of the production flow chart makes it easy to show everyone on the team how the process is
being executed. This helps everyone know what they need to do. Thus, improving efficiency in the workflow.
By understanding and optimizing the sequence of activities to attain desired results, businesses can create
value for customers and enhance their overall performance.
So unsa diay nang process? Naa tay duha na definition:
First, Process is a sequence of activities that is intended to achieve result. It involves following a set order of
actions to achieve a particular goal.
For Example: Think of a car assembly line. The process includes a sequence of activities like installing the
engine, attaching wheels, and painting the car. The result is a fully assembled and functional vehicle.
Second, It is how works creates value for customers. It means that a well defined process ensures that the
wprk being done contribute to achieve the satisfaction that meets the needs of customers.
For example: A bakery's process of making and selling fresh bread is how work creates value for customers.
The process includes baking, packaging, and displaying the bread for sale. The result is customers enjoying
freshly baked bread, which is the value they seek.
TQ (Total Quality) views a company as a network of connected processes where each step is linked to the
company's mission and purpose. These processes are interdependent, meaning they rely on each other. It's
like a chain of events that start from suppliers to the company, and then to customers, all working together to
achieve the company's goals.

Continuous Improvement and Learning:

Continuous improvement is vital for businesses to thrive in today's competitive market. It involves incremental
and breakthrough improvements in various aspects. This includes enhancing value to customers through new
and improved products and services, improving productivity and operational performance, and streamlining
organizational management processes through learning.
Let’s discuss these four types of improvement:
1. Improving products and services to enhance value given to customers
To deliver high-quality products and services, businesses must carefully research and understand customer
needs to ensure customer satisfaction and loyalty.
Noriaki Kano’s model categorizes product and service features in terms of their impact on customer
satisfaction. This helps organizations prioritize areas that they need to focus on to enhance customer
satisfaction.

He suggested that there are three classes of customer needs:

1) Dissatisfiers (basic requirements or must have)
Those needs that are expected in a product or service. Such items are not stated by customers but are
assumed as given. If they are not present, the customer is dissatisfied.
2) Satisfiers (variable requirements or more is better)
Requirements that customers are not expecting, but the more of them that are included, the happier the
customer.
3) Delighters / Exciters (latent requirements or not expected)
These are features or services that go beyond the expectations of the customer.
Taking the example of air travel, if during check-in you are informed that no seat is available despite a
confirmed reservation, you are likely to be highly dissatisfied. It is an attribute that can only trigger unhappiness
— if the seat was available, that being an expectation, it would not have generated satisfaction.
On the other hand, if during check-in you are informed that you are upgraded from economy to business class
free of charge, you would most likely be delighted. A latent desire, it only evokes satisfaction. If you are not
upgraded to business class, you would not be disappointed, because this is not something you were entitled to
or expecting in the first place.

2. Improving productivity and operational performance through better work processes and reductions
on errors, defects, and waste.
Quality excellence derives from well-designed and well-executed work processes and administrative systems
that stress prevention. Improvements in the work processes may lead to major reductions in scrap and defects,
and hence, reduce cost.
It means that, to achieve quality excellence, we must have effective plans and do our work in a smart and
careful way. These plans and actions should prioritize avoiding problems from the start rather than fixing them
later. By doing this, we can ensure better quality outcomes. Furthermore, Improving how we work and produce
things can lead to a substantial decrease in the amount of waste and errors. This reduction not only improves
quality but also reduces expenses because there is only less material or effort being wasted on faulty items.
Essentially, by working more efficiently, we can save money.

3. Improving flexibility, responsiveness, and cycle time performance.

Flexibility and responsiveness are crucial in meeting evolving customer demands in a constantly changing
world. Dapat jud flexible ta ug responsive sa pag changing needs sa customer para mo remain para buhi japun
atung business in the competitive market. This may involve rapid changeover from one product to another,
producing customized services, and responding promptly to customer feedback. Customer feedback is really
important because it helps businesses understand and meet customer needs, improve products and services,
and enhance overall satisfaction, which is vital for success.
On the other hand, Cycle time refers to the amount of time it takes to complete one full cycle or time it takes to
produce a product. When we focus on reducing cycle time, we are aiming for two main outcomes:
 a) Speeding up work: Shortening the cycle time means getting tasks done more quickly, increasing
efficiency in delivering products or services.
b) Streamlining and simplifying processes: This implies that we often identify and remove steps in the
process that do not contribute value. These are often seen as unnecessary and time-consuming
actions that can be eliminated, making the process more efficient and straightforward.
The ultimate goal of reducing cycle time is to make processes more efficient, faster, and leaner. This not only
helps in meeting deadlines and customer demands promptly but also leads to cost savings and improved
productivity.

4. Learning help improve organizational management processes

Learning from successes and failures plays a vital role in quality management. Through feedback between
practices and results, businesses can understand why changes are successful and continuously set new goals
and approaches. This process involves
1. Planning: Involves setting goals and identifying steps to achieve them. This is where we
decide what changes we want to make and how we'll do it.
For example, The bakery decides to introduce a new line of gluten-free pastries in response to customer
requests. They plan what types of pastries to offer, ingredients needed, and marketing strategies.

2. Execution of plans: Once the plan is agreed upon, it is put into action.
The bakery begins baking and selling the new gluten-free pastries according to their plan. They introduce them
in their product range and start advertising.

3. Assessment of progress: After making the changes, we check to see how well they're working
and if they're having the desired effect.
After a few weeks, the bakery reviews the sales data and customer feedback. They find that the new gluten-
free pastries are selling well, but some customers mention that they would prefer more flavor options.

4. Revision of plans: Based on what we find in the assessment stage, we adjust our plans and
approach to make them even better.
Based on the assessment findings, the bakery decides to expand the range of gluten-free pastries to include
more flavors. They also consider adjusting the pricing based on the sales data to maximize profitability

Empowerment and Teamwork:

In today's ever-evolving business landscape, the success of a company is increasingly dependent on the
knowledge, skills, and motivation of its workforce. Employees, in turn, are driven by opportunities to learn and
apply new skills. These can be fostered by empowerment and teamwork.
What is empowerment?
Empowerment is the practice of granting individuals the authority to make decisions based on their own
judgment. It entails providing them with control over their work, encouraging risk-taking, learning from
mistakes, and fostering a culture that welcomes change.
**Teamwork**, on the other hand, is the act of individuals working collaboratively together to achieve common
goals. It involves cooperation, communication, and the pooling of skills and resources to solve problems or
complete tasks.
It can be viewed in three ways:

1. **Vertical Teamwork:** This means working together between top management and lower-level employees.
Companies encourage this by giving recognition for team and individual achievements. They also share
success stories throughout the organization. They encourage taking risks by making employees feel safe to try
new things, and they have systems where employees can suggest ideas. Feedback is given, and financial and
technical support is provided to help employees develop their ideas.

2. **Horizontal Teamwork:** This is about working together within small groups or across different areas in the
company. It's like everyone in a team collaborating effectively.

3. **Interorganizational Partnerships:** Partnerships can be created both inside and outside the company.
Internally, this involves building connections among employees and units to improve flexibility, responsiveness,
and knowledge sharing. Externally, it means forming partnerships with suppliers and customers. By building
long-term relationships with them, businesses can enhance their products and services to satisfy customers
better.
Empowerment and teamwork are critical pillars of success in contemporary organizations. By empowering
individuals and fostering effective teamwork, companies can cultivate a motivated and skilled workforce,
driving growth and adaptability in today's ever-evolving business arena.

So how the company promotes empowerment and teamwork?

Companies promote teamwork and empowerment through various strategies:
**Teamwork:**
- **Clear Goals:** Setting clear objectives that employees understand and work towards together.
- **Effective Communication:** Fostering open communication channels for sharing information and ideas.
- **Training and Development:** Providing training to improve team-building and interpersonal skills.
- **Recognition and Rewards:** Acknowledging and rewarding collaborative efforts.

**Empowerment:**
- **Delegating Authority:** Allowing employees to make decisions within their areas of responsibility.
- **Risk-Taking Culture:** Encouraging calculated risks and learning from failures.
- **Feedback Mechanisms:** Providing feedback to help employees make informed decisions.
- **Support and Resources:** Offering financial and technical support for implementing ideas.
- **Leadership Example:** Leading by example, where leaders trust employees to make decisions.
**Innovation Culture:** Encouraging and recognizing innovative ideas to drive growth.
These strategies create an environment where both teamwork and empowerment thrive, leading to a motivated
and engaged workforce.

Conclusion:
In conclusion, quality management is essential for businesses to achieve enhanced performance and customer
satisfaction. By adopting a process-oriented approach, continuously improving products and services, adapting
to changing demands, promoting learning, empowering employees, and building strong relationships with
suppliers and customers, businesses can produce high-quality products, streamline processes, and ultimately
achieve customer satisfaction. Thank you for listening.

Process Orientation
Businesses could enhance their overall performance and achieve satisfaction to the customers by creating and
keeping an eye to the process flowchart of the business.

Process is a sequence of activities that is intended to achieve result. It is how works creates value for
customers.

Continuous Improvement and Learning

Continuous Improvement refers to both incremental and breakthrough improvement.

Improvement may be of several types:

• Enhancing value to the customers through new and improved products and services.
• Improving productivity and operational perfomance through better work processes and reductions on errors,
defects, and waste.
• Improving flexibility, responsiveness, and cycle time performance.
• Improving organizational management processes through learning.

Improving Products and Services

Careful research is required to determine the needs of customers.

Noriaki Kano suggests three classes of customer needs that must exist:
1. Dissatisfiers
Those needs that are expected in a product or service. Such items are not stated by customers but are
assumed as given. If they are not present, the customer is dissatisfied.
2. Satisfiers
It needs that customer say what they want. Fulfilling these needs creates satisfaction.
3. Delighter / Exciters
Innobative features that customers do not expect.

Improving Flexibility, Responsiveness, and Cycle Time

Flexibility refers to the ability to adapt quickly and effectively to changing requirements. This might mean rapid
changeover from one product to another, rapid response to changing demands, or the ability to produce a wide
range of customized services.

Cycle Time refers to the time it takes to accomplish one cycle of a process. Reductions in cycle time serve two
purposes:
1. Speed up work processes
2. Streamline and simplify processes to eliminate non-value-added steps

Learning
Learning refers to understanding why changes are successful through feedback between practices and results,
and leads to new goals and approaches.

Four Stages:
1. Planning
2. Execution of plans
3. Assessment of progress
4. Revision of plans based upon assessment findings

Empowerment and Teamwork

Empowerment simply means giving people authority to make decisions based on what they feel is right, have
control over their work, take risks and learn from mistakes, and promote change.
Teamwork can ne viewed in three ways:
1. Vertical Teamwork
Teamwork between top management and lower level employees. Companies encourage participation by
recognizing team and individual accomplishments , sharing success stories throughout the organization,
encpuraging risk taking by removing the fear of failure, implementing suggestion systems, provide feedback
andbfinancial and technical support to employees to develop their ideas.

2. Horizontal Teamwork
Teamwork within work groups and cross functional lines.

3. Interorganizational Partnerships
Partnerships must be created both:
INTERNALLY
Involves creating network relationships among company employees and units to improve flexibility,
responsivenedd, and knowledge sharing

EXTERNALLY
Partnerships with suppliers and customers. Establishing long term relationships with them can help business
improve their products and services to achieve satisfaction

ensuring a reliable and consistent supply of quality inputs from suppliers. When businesses have established
long-term relationships with suppliers, they can collaborate closely to maintain quality standards, streamline
processes, and address any issues that may arise. This collaboration can result in better quality control,
improved product consistency, and reduced risks of disruptions in the supply chain.

Additionally, building long-term relationships with customers allows businesses to understand their needs,
preferences, and expectations more effectively. By maintaining open lines of communication and actively
seeking feedback, businesses can continuously improve their products and services to better meet customer
requirements. Satisfied customers are more likely to remain loyal, provide positive word-of-mouth referrals, and
continue to support the business in the long term.

Long-term relationships with customers and suppliers also promote trust and mutual understanding. This can
lead to more favorable business arrangements, such as negotiated pricing, extended payment terms, and
shared risk mitigation strategies. When businesses and their partners have a solid relationship based on trust,
they are more likely to collaborate on new product developments, explore joint marketing opportunities, and
adapt together to changing market dynamics.

Moreover, long-term relationships can result in greater customer and supplier loyalty. With trusted partnerships,
businesses can benefit from repeat orders, increased sales volumes, and preferential treatment from suppliers.
Suppliers are more likely to prioritize orders from businesses they have strong relationships with, resulting in
faster turnaround times and prioritized access to limited resources.

In summary, establishing long-term relationships with customers and suppliers is vital for businesses to
produce high-quality products. These relationships foster collaboration, trust, and mutual understanding,
leading to enhanced product quality, streamlined processes, and improved customer satisfaction.