Strama Finals

CORTEZ, SHIELA MAE T.
E2
TASK 1,2 and CASE 1,2
STRAMA
MA’AM MAURICIO
Task 1.
Understand the Reading Material 1. Then, perform the task below.
Working in teams, provide an example of how a training program will:
Increase productivity in a service industry
Reduce accidents in a bakery
Reduce Supervision in a chemical plant
Improve methods or process in sales
Improve job satisfaction
Improve communications
Improve profit
Reduce scrap in a cafeteria
Improve Moral
Improve quality in an insurance office
Reduce rejects and rework in making candy
Decrease absenteeism
Reduce learning time
Reduce Supervision
1. Improve Job Satisfaction

The leaders of the organization have the responsibility for creating a high level of
job satisfaction.
Example:
Employees that are engaged in their work have a higher level of job satisfaction.
Motivated workers provide the health insurance businesses desperately needed
in these chaotic times.
2. Improve communication
Communication is one of the most important skills we can ever learn. It leads
everything that we do—whether we’re communicating at work to meet
deadlines and achieve results, or communicating with friends, family and partners
to build strong relationships.
Example:
One great way to be a better listener is to focus on what people you’re
interacting with are saying. In addition to the content of their communications,
you should also pay attention to their facial expressions, body language and
tone. Instead of preparing what you will say next, simply take in what they are
saying. If you need a moment to digest what they’ve communicated, simply ask
them for a moment to think and prepare a thoughtful response.
3. Improve profit
Remove Unprofitable Products and Services
The products or services with the highest gross profit margin are the most
important to your business.
Once you have identified your most profitable products or services you should
concentrate on these. You will need to determine if the unprofitable products or
services should be removed completely or reviewed for areas of improvement.
Example:
Profit varies considerably from company to company and from industry to
industry. Because companies vary in size, it is often more appropriate to consider
profit as a percentage of sales (profit margin) when comparing one company to
another. As well, varying accounting methods can greatly influence profit, and
these changes may have little to do with a company's actual operations.
4. Decrease Absenteeism
Absenteeism is the term given when an employee is habitually and frequently
absent from work. This excludes paid leave and occasions where an employer
has granted an employee time off.
Example:
If your employeeee has no absent no late and being punctual give him/her some
incentive or reward in order to be diligent.
5. Increase productivity in a service industry
Achieving increased productivity remains an important issue with many service
firms. Therefore, the objective of this study was to gain insights as to how managers
can improve the productivity of their service businesses.
Example:
Do something to increase yung product and service in order to increase your
company's productivity and profitability.
Task 2
Understand the Reading Material 2. Then, Read, Analyze and Answer the mini
case below.
Mini Case:
Midcom is considered to be number one in the world in the production of
telecommunications transformers. The CEO recognized in the 1980s that the highly
competitive nature of producing electronic components would require his
company to operate differently from previous years. The backbone of the
Midcom operation is their extensive investment in automation and customers
(internal and external)
Midcom Management came to understand that the firm would have to offer
more than superficial solutions to complex problems or implementation of
hackneyed ideas recommended by quality consultants. They also felt strongly
that small plants (different sites) are more efficient, they offer better
communication among departments, and workers in small plants tend to have a
better view or understanding of the organization as a whole.
Midcom set priorities based on factors most critical to the company’s continued
success. They also communicated these priorities to the workforce. They
established a mission to thoroughly satisfy the needs of their customers with the
highest quality design, production and service. They adopted a zero-defect
philosophy and a greater 99 percent success rate in satisfying customer delivery
dates.
Today the company utilizes TQM concepts based on teamwork and cell
manufacturing in more than three different sites. Ideas are freely expressed, and
employees feel empowerment. Management communicates a culture of TQM.
Employees are cross trained in several operations in work cells.
Training is a high priority. As a result, productivity, quality, and profits are excellent
1. How do your account for the philosophy that smaller plants are more
efficient?
Answer:
They also felt strongly that small plants (different sites) are more efficient, they offer
better communication among departments, and workers in small plants tend to
have a better view or understanding of the organization as a whole.
2. Why would you the CEO say that they were not going to implement the
hackneyed ideas of consultants?
Answer:
2.The CEO recognized in the 1980s that the highly competitive nature of
producing electronic components would require his company to operate
differently from previous years. The backbone of the Midcom operation is their
extensive investment in automation and customers (internal and external).
Midcom Management came to understand that the firm would have to offer
more than superficial solutions to complex problems or implementation of
hackneyed ideas recommended by quality consultants.
CASE 1:
Senior Leadership of an organization should set direction, creative clear vison,
inculcate customer focus, nurture values and set clear expectations to motivate
employees and suppliers. Stephen Convey’s The Seven Habits of Highly Effective
People provides a foundation of ethical and principle centered leadership to
drive TQM implementation. Deming’s 14 points also provide guidance to decide
the policies and direction. It is critically important that leadership and senior
management demonstrates their commitment and involvement through their
actions for the success of TQM. A quality committee consists of leadership and
functional leaders. This committee establishes the objectives and roadmap and
provide resources for TQM Implementation.
Guide Questions:
1. Define Leadership
2. Select one or more of Deming’s 14 points and describe how you would achieve
or implement it?
3. “Seek first to understand, to be understood” Explain briefly.
4. Discuss the Role of TQM Leaders?
1. Answer:
They also felt strongly that small plants (different sites) are more efficient, they offer
better communication among departments, and workers in small plants tend to
have a better view or understanding of the organization.
2. Answers
Use training on the job. Train for consistency to help reduce variation. Build a
foundation of common knowledge. Allow workers to understand their roles in the
"big picture."
Encourage staff to learn from one another and provide a culture and
environment for effective teamwork. Break down barriers between departments.
Build the "internal customer" concept – recognize that each department or
function serves other departments that use their output.
-Eliminate management by objectives. Look at how the process is carried out, not
just numerical targets. Deming said that production targets encourage high
output and low quality.
- Make "transformation" everyone's job. Improve your overall organization by
having each person take a step toward quality.
3. Answer:
SEEK FIRST TO UNDERSTAND, THEN TO BE UNDERSTOOD”
Communicate effectively at all levels of the organization.
Communication is the most important skill in life. You spend years learning how to
read and write, and years learning how to speak. But what about listening? What
training have you had that enables you to listen, so you really, deeply understand
another human being? Always listen before you talk. You should look people in
the eye when talking. You must try to see things from their viewpoints. And always
listen to other ideas and feelings.
4.Answer:
The Role of Leadership in Quality Management
The role of leadership in quality management forms the backbone of any
improvement strategy. Leaders provide a unity of purpose, while also establishing
the direction of the organisation. As such, the responsibility of leaders consists of
creating and maintaining the internal environment. In this environment,
employees can become completely involved in achieving the organisation’s
goals and aims. In this way, good leadership is essential in order to improve quality
across the organisation, as the leading force that sets objectives and assists
employees to implement these objectives.
CASE 2:
Mr. X is an owner of a newly established business of cakes and cupcakes. They

make personalized cake and cupcakes. The owner is new to engage in this kind
of business. One time, Ms. Y order a cake via online for her mother’s birthday
celebration. She sent the design and color of the cakes. The owner
acknowledged the request of the customer. On the day of the birthday
celebration, Ms. Y, pick up the cake. At birthday venue, it was surprising that after
opening the box, the color and the design of the cake is far different from what
she requested. But despite of that, she chooses to keep calm. During the meal
time, Ms. Y started to feel bad after consuming the cake. The cake texture was
hard, and it taste bad. So, she immediately sent a message to the business owner
to express her bad experience on the cake.
Guide Questions:
What are the actions that the business owner takes to resolve the customer
concern?
The business owner should be responsible for the problem that arise. Th owner
should provide a refund to the order or maybe he/ she should change the cake
as a sign of compensation. It is really sad that a party that should be happy and
you should enjoy turns into sadness because of the wrong dedication and faulty
bake of the cake. The owner should provide all the compensation needed to
satisfy and resolve the issue of the consumer. The owner needs to know who are
the staff that are responsible in making the cake and ask the staff on what he or
she should do for this irresponsible thing that happen. And promise to the
customers and to its future customer that this kind of problem will not happen
again. The staff should know the ethics and code of conduct and give the highest
possible service they should give to the customer.
What are the things to consider in order to improve the quality of the products?
The quality of your products determines and define the success of your business.
Do not do the same thing as Mr. X. did to its customer. You should give the best
quality of products and services to your customers. And these things are needing
to consider improving the quality of the products. First is to build a reputation for
excelling at the most challenging, stringent quality standards in your industry. Look
to find ways for your customers to validate your product quality. Use the product
quality foundation to create new products for new markets. Always build a solid
product strategy and implement quality management system. Always aim for the
highest quality of your product. Your product defines your business, so always give
your best shot in your product.

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CORTEZ, SHIELA MAE T.

1. Improve Job Satisfaction

Mr. X is an owner of a newly established business of cakes and cupcakes. They

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