#2 GROUP PRESENTATION: for May 13 / 14

TOPICS TOPIC # GROUP MEMBERS ROLES IN THE PRESENTATION

Scientific Management 1
• TQM and Scientific
Management
• The Industrial Revolution 5.3
Evolution of Management
Thinking
• Phases of Growth of
Management Thinking
• Early Pioneers in Management
Thinking– Pre-19th Century

Scientific Management 2
• Concepts of Scientific
Management
• Specific Aims of Scientific
Management
• Advantages of Scientific
Management
• Misconceptions of Scientific
Management
• Resistance to Scientific
Management

Customer Satisfaction 3
• Sellers’ Market Versus Buyers’
Market
• Customer is King
• Position of the Customer in an
Organization
• Customer’s Perception of
Quality
• Types of Customers
• Internal Customers
• Customer Satisfaction

Customer Satisfaction 4
• Customer Delight
• Kano Model of Customer
Satisfaction 10.10 American
Customer Satisfaction Index
 • Customer Retention
• Customer Loyalty
• Factors for Establishing Loyal
Customers
• Customer Attrition
• How Companies Lose Their
Customers

Customer Satisfaction 5
• Customer Surveys
• Customer and Quality Service
• The Key Elements of Service
Quality
• Customer Retention Versus
Employee Morale
• Action to be Taken to Handle
Customer Complaints
• Healthy Practices by Customer
Focused Organizations
• Customer Code of Ethics to be
Followed
• Recently Held International Quality
Symposia

Total Employee Involvement Abstract 6

• What is Total Employee
Involvement?
• Motivation
• Employee Involvement Strategies
• Teamwork
• Empowerment
• Participative Management
• Effect of Worker Representation
on Productivity

Total Employee Involvement Abstract 7

• How to Successfully Implement a
Change
• Theodore Kinni’s Eight Tips for
Achieving Motivated Workforce
• Benefits of Employee Involvement
• Role of Senior Management in
Employee Involvement
• Recognition and Rewards
• Forms of Recognition and Rewards
• Criteria for Effective Recognition of
Employees
• Advantages of Effective Rewarding
Systems

Process Capability 8
 Statistical Process Control
 Why Control Charts?
 Reasons for Variations
 Process Capability
 Process Capability Index
 One-Sided and Two-Sided
Specifications
 Taguchi Capability Index
 Recommended Minimum Values
of CPK

The Seven Modern Tools of TQM 9

 The Seven Traditional Tools of TQM
 The Seven Modern TQM Tools
 Affinity Diagram (KJ Method)
 Interrelationship Diagraph
 Tree Diagram
 Prioritization Matrix
 Process Decision Program Chart

The Seven Modern Tools of TQM 10

 Activity Network Diagram
 Single Minute Exchange of Dies
 actors Stressed Upon by Shigeo
Shingo, the Originator of SMED
 Force Field Analysis
 Criteria Rating Form
 Models That Can be Used to
Represent a Problem
 Other Analytical Testing Methods
for Safety