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11、泈p谢君0002100001中国历史20200729095110915103GfB6fHwupywNQaoNxwZRi3UTZaz4O4JnkbVdTCRtKg4EArY0VXbLXd5feD48lsz9 PDF 檔案以 "pdfFactory Pro" 試用版建立 PDF 檔案以 "pdfFactory Pro" 試用版建立 PDF 檔案以 "zed by:Focusing on customers-CI starts with our customers/clientsManaging by facts-Instead of making d
12、ecisions based on anecdotesEnergizing people-Giving the people closest to the customer the power, protection and permission to provide the customer with what they needImproving processes-The 96/4 Rule96 percent of problems are caused by the process Only 4 percent of the problems are caused by the pe
13、ople.continuously-This is an on-going process with no finish lineASK what are the benefits of CI?OH 1-12PRESENT Overhead 1-12: Benefits of Continuous ImprovementImproves QualityDeliver more value to your customersReduces Costs - Costs will go down because:You are only focusing on what the customer w
14、antsYou should be doing things right the first time, every time.Improves ProductivityEighty percent of the things done in a service organization are non-value added as defined by the customer.By focusing on what the customers want, you eliminate non-value added activities, thus improving productivit
15、y.Increases CompetitivenessOther professional services organizations are implementing quality to deliver the most value for fees paid by clients.CI helps Firm focus processes on meeting and exceeding customer needs, thus beating competition.-Increase client satisfaction-Increase market shareImproves
16、 Employee MoraleEmployees will learn tools to help them make a difference and become part of the quality improvement process.This will increase their morale.TRANSITION: These terms give you an idea of what Quality and CI mean. In fact, these terms are synonymous with a chain reaction model developed
17、 by one of the foremost authorities on Quality, Dr. W. Edwards Deming. OH 1-13PRESENT Overhead 1-13: Deming Chain ReactionImproves QualitySame as Benefits slideDecreases CostSame as Benefits slideImproves ProductivitySame as Benefits slideDecreases PricesImproving processes means doing things better
18、 with less waste, cost, or timeIncreases Market Providing customers what they want at lower prices increases market shareStay in BusinessEarning repeat customersProvide More JobsGrowing the businessReturn on InvestmentProfits/Bottom lineThis model provides a business reason for implementing CI. TRAN
19、SITION: Deming is arguably the most renowned Quality figure, but there are others who have given this practice a great deal of credibility. Lets look at the history of Quality. OH 1-14PRESENT Overhead 1-14: Quality HistoryINSTRUCTOR NOTE: The following should be the basis of a brief discussion on the history of quality highlighting the better known quality gurus. These points should be integrated into your discussion of the timeline shown above.The concept of Quality an
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