Question

   Explain how to evaluate decisions in a total quality environment.

  Name and describe eight problem-solving tools.

List and explain the requirements for total quality implementation.

What is management's role in the implementation of SPC?

List and describe the strategies that can be used to overcome resistance to change.

Why, in your own words, would an otherwise ethical person make an unethical decision?

Answer 1

1) There are two ways to evaluate decisions. The first is to examine the results. In every case when a decision must be made, there is a corresponding result. That result should advance an organization toward the accomplishment of its goals. To the extent that it does, the decision is usually considered a good decision. Managers have traditionally had their decisions evaluated based on results. However, this is not the only way that decisions should be evaluated. Regardless of results, it is wise also to evaluate the process used in making a decision Positive results can cause a manager to overlook . Positive results can cause a manager to overlook the fact that a faulty process was used, and in the long run, a faulty process will lead to negative results more frequently than to positive ones.

Identity or Anticipate the Situation Choose the Best Alternative Gather the Facts Implement Consider Alternatives Monitor and Adjust

All approaches to decision making fail into one of two categories: objective or subjective. Although the approach used by managers in a total quality setting may have characteristics of both, the goal is to minimize subjectivity and maximize objectivity. The approach most likely to result in a quality decision is the objective approach.
Objective Decision Making:

The objective approach is logical and orderly. It proceeds in a stepby-step manner and assumes that managers have the time to systematically pursue all steps in the decision-making process It also assumes that complete and accurate information is . It also assumes that complete and accurate information is available and that managers are free to select what they feel is the best alternative.

Subjective Decision Making:

Whereas objective decision making is based on logic and complete, accurate information subjective decision making is based on intuition, experience, and incomplete information. This approach
assumes decision makers will be under pressure, short on time, and operating with only limited information. The goal of subjective decision making is to make the best decision possible under the
circumstances. In using this approach, the danger always exists that managers might make quick, knee-jerk decisions based on no information and no input from other sources The subjective . The subjective
approach does not give managers license to make sloppy decisions. If time is short, they should use the little time available to list and evaluate alternatives. If information is incomplete, they should use as much information as is available Subjective decision making is an anathema in the total quality context, and it should be avoided
whenever possible.