Quality and Performance Management
1.1 Introduction
This essay discusses about one particular aspect of Value Chain Management, which is Quality and Performance Management, relates this to the theories put forward by the major Theorists also known as the “Quality Gurus” and interprets it from both a customer and a business process perspective. The subject matter we are going to consider is firstly the dimensions of quality, for both service quality and quality for goods, the cost, and outlining the theories of selected “Quality Gurus” to relate it to the topic of this essay. This report also points out a lot of theories, views and ideas that we will relate to actual business cases and associate them together to determine whether they are in line with the principles and theories of Quality and performance Management. Considering Quality and Performance Management, it was emerged from the industrial revolution between 1820 and 1840, evolved throughout the years and since then; its public awareness has kept on increasing. Nowadays, most business still makes use of these theories and implements it in all its activities. Before we give further explanation on Quality and performance management, we will define and explain Value Chain Management and how quality is one of its most important features.
2.1 Value Chain Management
Value Chain management can be defined as the process of establishing and setting up of group of activities that creates and promotes Value by producing goods and services from raw materials for purchase by consumers, thus providing them with greatest value at lowest price( Harrold koontz and Heinz Weihrich, 2007). The aim of value chain management is to create an on-going and endless chain of activities from the supplier to the manufacturer and in turn to the customer, to comply with his or her expectations and surpass it. For this to be achieved, all activities and tasks from the management level, i.e. planning, coordinating, staffing, leading and managing must be carried
This essay discusses about one particular aspect of Value Chain Management, which is Quality and Performance Management, relates this to the theories put forward by the major Theorists also known as the “Quality Gurus” and interprets it from both a customer and a business process perspective. The subject matter we are going to consider is firstly the dimensions of quality, for both service quality and quality for goods, the cost, and outlining the theories of selected “Quality Gurus” to relate it to the topic of this essay. This report also points out a lot of theories, views and ideas that we will relate to actual business cases and associate them together to determine whether they are in line with the principles and theories of Quality and performance Management. Considering Quality and Performance Management, it was emerged from the industrial revolution between 1820 and 1840, evolved throughout the years and since then; its public awareness has kept on increasing. Nowadays, most business still makes use of these theories and implements it in all its activities. Before we give further explanation on Quality and performance management, we will define and explain Value Chain Management and how quality is one of its most important features.
2.1 Value Chain Management
Value Chain management can be defined as the process of establishing and setting up of group of activities that creates and promotes Value by producing goods and services from raw materials for purchase by consumers, thus providing them with greatest value at lowest price( Harrold koontz and Heinz Weihrich, 2007). The aim of value chain management is to create an on-going and endless chain of activities from the supplier to the manufacturer and in turn to the customer, to comply with his or her expectations and surpass it. For this to be achieved, all activities and tasks from the management level, i.e. planning, coordinating, staffing, leading and managing must be carried