Can Six Sigma Work in Health Care?

FACULTY OF BUSINESS MANAGEMENT AND PROFESSIONAL STUDIES (FBMP)

DIPLOMA IN MANAGEMENT (DIM)

DMG 0113

QUALITY MANAGEMENT

ASSIGNMENT 1

TOPIC : THE TECHNICAL SUPPORT CLERK

LECTURER : MR ABDULLAH

NAME : AHMAD BADRUL BIN ROZAIDI

ID : 012014050244

Discussion Questions

1. What is Melissa’s job as opposed to her job description? What might Deming say about this situation?

Melissa Claire job as opposed to her job description is works as a technical support representative at a call center for a major computer manufacturer. Her duties include answering the telephone, answering technical questions, troubleshooting customer problems, and providing other general information and guidance to customers.

The Deming might say to her that to be courteous and not to rush callers. And the Deming also might say to her that she must process at least five calls per hour because of the volume of calls that typically come in and the limited staff available.

2. Drawing upon Deming’s principles, outline a plan to improve this situation.

(1) Create constancy of purpose toward improvement of product and service, with the aim to become competitive and to stay in business, and to provide jobs.

(2) Adopt the new philosophy. We are in a new economic age. Western management must awaken to the challenge, must learn their responsibilities, and take on leadership for change.

(3) Cease dependence on inspection to achieve quality. Eliminate the need for inspection on a mass basis by building quality into the product in the first place.

(4) End the practice of awarding business on the basis of price tag. Instead, minimize total cost. Move toward a single supplier for any one item, on a long-term relationship of loyalty and trust.

(5) Improve constantly and forever the system of production and service, to improve quality and productivity, and thus constantly decrease costs.

(6) Institute training on the job.

(7) Institute leadership (see Point 12 and Ch. 8). The...