CIGNA begins its quality transformation
Article Abstract:
Implementing total quality management for CIGNA Corp's Property and Casualty Division means adopting W. Edwards Deming's plan-do-check-act cycle (PDCA). Deming's model emphasizes knowledge, education and cultural transformation. Using the Myers-Briggs Type Indicator as a developmental tool, teams can analyze and improve effectiveness. However, trust and voluntary inclusion in the teams are prerequisites. The PDCA cycle entails teams to set priorities, implement and monitor resulting changes, analyze the results and plan future initiatives.
Publication Name: Quality Progress
Subject: Engineering and manufacturing industries
ISSN: 0033-524X
Year: 1992
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Does total quality management equal organization learning.?
Article Abstract:
Organization learning to enhance produces and services and encourage integrated internal systems, should be incorporated into the implementation of total quality management (TQM) programs. TQM is defined as a group of enabling components and a system, while organizational learning is defined as the way an organization recreates itself. Organizational learning should bring realignment, reconfiguration and transformation. A company's investigation of how well it learned from experience is described.
Publication Name: Quality Progress
Subject: Engineering and manufacturing industries
ISSN: 0033-524X
Year: 1993
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Beyond the smile: improving service quality at the grass roots
Article Abstract:
Ground level improvement of service quality used torely primarily on human interaction techniques. The advent of total quality management (TQM), however, has fostered another color to simple interaction skills and job awareness. TQM pursues a dynamic form of customer service improvement whereby employees are expected to assess situations and then act onthem accordingly. A higher standard of performance will be the goal of several unit-level groupings.
Publication Name: Quality Progress
Subject: Engineering and manufacturing industries
ISSN: 0033-524X
Year: 1992
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