MGT 305 MGT305 Module 1 Homework Solution (AAU Online)

MGT 305 MGT305 Module 1 Homework Solution (AAU Online)

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Case Study 2.1 (p. 42)

1.Using Dr. Feigenbaum’s definition of quality, refer to the information provided and describe each of the major participant’s (doctor, patient ,nurse, etc.) definition of quality.

2.Describe how you would recognize Dr. Shewhart’s common cause variation in the process of preparing a patient’s file for surgery.

3.Describe how you would recognize Dr. Shewhart’s assignable cause variation in the process of preparing a patient’s file for surgery.

4.You are the senior team leader in charge of making improvements to the process of preparing a patient’s file for surgery. You have recently attended a seminar focused on Dr. Deming’s teachings. Clearly state one of Dr. Deming’s 14 points that you will keep in mind as you focus on this situation. How will this point guide your actions and behavior as you tackle making improvements?

5.Describe two clues that suggest that the hospital is practicing Juran’s little q versus big Q. If they were to practice big Q, describe one way in which their focus would need to change.

6.During a meeting, someone has cornered you concerning the improvements and changes your team would like to make at the hospital. They accuse you of wanting to create a luxurious environment at the hospital. They said that a patient’s judgment of quality of the hospital is intangible and not measurable. They also said that there is an economics of quality. You recognize these statements as three of Mr. Crosby’s five erroneous assumptions about quality. Using what you know about Mr. Crosby’s approach to quality, pick one and argue against what this person has said.

Case Study 2.3 (pp. 43-45)

1.Discuss how the specific issues of communication, responsibility, authority, commitment, and motivation relate to quality in all aspects of a company’s operation.

2.Discuss quality issues as they pertain to the Chicago incident. To organize your discussion, consider the following questions:


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