Performance Improvement

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Performance Improvement

• Chapter 16
• Productivity and TQM - Nancy Hudson

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Performance Improvement

• Objective
• Increased production with less human effort
• Biggest and toughest challenge facing managers

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What is Productivity?

• Measurement of accountability
• Measure of outputs in relation to inputs
• Output product
• Inputs resources used to create a product
• Time
• Money
• Labor
• Raw material

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Productivity Measurements

• Quantitative measure Quantity produced
• Internal measurements
• External measurements
• Qualitative measure Concerned with the accuracy
  and quality of what is produced
• Outcomes Was the purpose of the product
  fulfilled?

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Productivity Measurements

• Qualitative measurements are integrally related
  to quantitative measurements
• Volumes produced are important only if what is
  produced is correct
• Quality must consistently meet the standards that
  have been set for the product

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Productivity Measurements

• Outcomes are more difficult to measure
• Out of the control of the person or group doing
  the production
• May take years to see results
• Dietitians becoming better at developing and
  documenting short-term outcomes

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Foodservice Productivity

• Quantitative Trays per minute
• Qualitative Trays correct complete
• Outcomes Did patient eat the tray?

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Productivity Measurements

• Establish a quantitative, a qualitative, and an
  outcome measurement
• Dishwasher
• Cook
• Server

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Productivity Measurements

• Little value unless used
• Managers should monitor daily or every few days
• Use of computerized spreadsheets
• Able to make quick adjustments
• Sample employee hours/occupied bed
• Able to justify staffing

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QWL Approach

• Quality of Work Life (QWL)
• An approach to management that takes into
  consideration the quality of human experiences in
  the workplace
• People are key factor to productivity
• Achievement of a better bottom line of
  productivity must be everybodys business

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Leadership Style

• To increase productivity
• General rather than detailed supervision
• Devote more time to supervisory activities
• More attention to planning of work
• Permit employees to participate in
  decision-making
• Employee centered

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Keys to Quality of Work Life

• Cooperation
• Trust
• Involvement
• Respect
• Rapport
• Openness

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Work Design

• Objectives
• Increase productivity
• Increase employee satisfaction
• Provide safe work environment that allows for
  effective and efficient work methods

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Work Simplification

• Work smarter, not harder
• Unnecessary operations and excess motions
• High cost and time requirements
• Effective work simplification program
• Increase foodservice worker productivity by
  20-50

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Performance Improvement

• A study of the environmental factors and the
  activities of the workers in meeting the
  objectives of the organization.
• Break down job
• Motion and time study
• Methods work sampling, pathway chart, process
  chart

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Quality Management

• Quality Control (QC)
• Quality Assurance (QA)
• Quality improvement process-QIP
• Continuous quality improvement-CQI
• Process of identifying areas in a department that
  can be strengthened and working to make those
  areas better
• Example Patient Satisfaction surveys

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Quality Management

• Total quality management-TQM
• Throughout the organization
• Strengthen areas that cross departmental lines
• Focuses on problem or product to be improved

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TQM

• Most successful businesses have a TQM program
• Objectives
• Identify barriers to quality
• Satisfy internal and external customers
• Create an atmosphere of continuous improvement

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TQM

• Five major subsystems
• Customer focus
• A strategic approach to operations
• Commitment to human resource development
• Long-term focus
• Total employee involvement

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TQM - Management Philosophy

• Change of processes, not people
• Focus on the customer-outcomes
• Empowerment of employees
• Team approach to accomplish change
• Sequential steps to control processes
• Long-term organizational commitment

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TQM Team

• Every department represented
• No management
• Individuals/departments submit problem
• Team investigates
• Develop solution
• Present to Administrative team

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TQM Tools

• Brainstorming
• Flow or process charting
• Fish Diagram
• Pareto Chart Work of tallest bar
• Scatter diagrams
• Control and run charts
• Histograms

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