Documenti di Didattica
Documenti di Professioni
Documenti di Cultura
In order to integrate quality with the strategic planning process, a systematic and
sequential procedure has to be adopted. There are seven basic steps to strategic
process planning. They are
The second step requires the planners to determine its positioning with regards to its
customers. Various alternatives such as whether the organization should give up,
maintain or expand market position should be considered. In order to become
successful, the organization should concentrate and consolidate its position in its
areas of excellence.
Step 3. Predict the Future
Next, the planners must predict future conditions that will affect their product
or service: To help predicting the future, the tools such as demographics, economic
forecasts, and technical assessments or projections may be used.
In this step, the planners must identify the gaps between the current state and the
future state of the organization. This concept is also known as value stream
mapping. For identifying the gaps, an analysis of the core values and concepts and
other techniques may be used.
Step 5. Closing the Gaps
Now the planners should develop a specific plan to close the gaps. This
process is also termed as Process improvement. By assessing the relative importance
and relative difficulty of each gap, planners can close the gaps.
Step 6. Alignment
Now the revised plan should be aligned with the mission, vision, and core
values and concepts of the organization. Organization should embrace quality as an
essential ingredient in their vision, mission, and objectives.
Step 7. Implementation
Quality statements are part of strategic planning process and once developed, are occasionally
reviewed and updated.
1. Vision statement
2. Mission statement
3. Quality policy statement
The utilization of these statements varies from organization to organization. Small organization
may use only the quality policy statement.
1. Vision Statement: The vision statement is a short declaration what an organization aspires to
be tomorrow. A vision statement, on the other hand, describes how the future will look if the
organization achieves its mission.
Successful visions are timeless, inspirational, and become deeply shared within the organization,
such as:
IBM’s Service
Apple’s Computing for the masses
Disney theme park’s the happiest place on the earth, and
Polaroid’s instant photography
2. Mission Statement: A mission statement concerns what an organization is all about. The
statement answers the questions such as: who we are, who are our customers, what do we do and
how do we do it. This statement is usually one paragraph or less in length, easy to understand,
and describes the function of the organization. It provides clear statement of purpose for
employees, customers, and suppliers.
Ford Motor Company is a worldwide leader in automatic and automotive related products and
services as well as the newer industries such as aerospace, communications, and financial
services. Our mission is to improve continually our products and services to meet our customers’
needs, allowing us to prosper as a business and to provide a reasonable return on to our
shareholders, the owners of our business.
3. Quality Policy Statement: The quality policy is a guide for everyone in the organization as
to how they should provide products and services to the customers.It should be written by the
CEO with feedback from the workforce and be approved by the quality council. A quality policy
is a requirement of ISO 9000.
Reference:
https://totalqualitymanagement.wordpress.com/2008/10/04/strategic-quality-planning/
Definition of Customer
There are two distinct types of customers i.e. external and internal. Internal customers are within
the company-the colleagues working together for delivering a service or product for the external
customer. We will, however, remain restricted to the external customers here.
An external customer may be an individual or an enterprise that hires or purchases the product(s)
or service(s) from another person or business in exchange of money.
One of the most important factors for the success of an enterprise is its customers. Without them,
a business cannot exist. But to capture customers, a business must try to find out what people
want, how much and how often they will buy and how their post-purchase satisfaction will be
ensured.
1) External Customer – one who purchases/uses the product or service, or one who influences the
sale of the product or service. The external customer falls into 3 categories the current,
prospective and lost customer.
The formula for successful internal customer/ supplier relationships varies. But it always begins
with asking three basic questions.
Quality is judged by customers. Thus, quality must take into account all product and service
features and characteristics that contribute value to customers and lead to customer satisfaction,
preference and retention.
1. Reliability
2. Aesthetics
3. Adaptability
4. Usability
5. Functionality
6. Appropriateness
1. Friendliness/courteousness of employees
2. Safety/risk of service
3. Billing/invoicing procedure
4. Responsiveness to requests
5. Appearance of physical facilities
6. Approachability of the service provider
7. Willingness to listen to customer
8. Honesty and an ability to communicate in clear language
The American Society for Quality (ASQ) surveys perceptions of important factors:
Video 1
https://www.youtube.com/watch?v=Kx7_L-DK_ww
Video 2
https://www.youtube.com/watch?v=n9sxq34D9HQ
Video 3
https://www.youtube.com/watch?v=osRArZmxG4Q
SUPPLIER PARTNERSHIP
Video 1
https://www.youtube.com/watch?v=p3Y7WUucnoA
Video 2
https://www.youtube.com/watch?v=PVFGBcLLJY8
Video 3
https://www.youtube.com/watch?v=NptM4OUERpM