研究生-《高级管理学》-罗宾斯(第7版)第2章.ppt

Copyright ?2011 Pearson Education, Inc. Publishing as Prentice Hall. 创造客户回应文化 组织如何提高质量？ Copyright ?2011 Pearson Education, Inc. Publishing as Prentice Hall. 持续改进（Continuous Improvement） 组织承诺不断提高产品或服务质量 业务改进（KAIZEN） 日本将长期持续改进的组织承诺称为“KAIZEN” 工作流程再造（Work Process Engineering） 组织的骤变和量变 Copyright ?2011 Pearson Education, Inc. Publishing as Prentice Hall. 高度集中精力于客户 客户不仅包括了购买本企业产品或服务的外部客户，也包括企业内互相作用、互相服务的内部用户 注重持续改进 持续改进是一种永不满足的承诺。“非常好”还不够好。质量永远可以进一步得以改进 改进企业所有业务活动的质量 持续改进使用的是广义的质量定义。它不仅仅包括最终产品，还包括企业如何交付、对投诉的回应是否迅速、回答电话是否有礼貌等等 准确衡量 持续改进运用统计方法衡量企业运转过程中每个关键的变量。将这些变量与标准、“标杆”比较以识别问题，追溯问题产生的源头，消灭隐患 给员工授权 持续改进包括了在改进过程中的员工。为发现并解决实际问题，团队管理作为授权方式等被广泛用于持续改进中 持续改进的主要内容 Copyright ?2011 Pearson Education, Inc. Publishing as Prentice Hall. You know the economic context has changed when you have a company like General Motors in bankruptcy, 9.4 million jobs vanishing in the United States, and an economic vocabulary that includes terminology like toxic assets, collaterized debt obligations, TARP, bailouts, economic stabilization, wraparound mortgages, and stress tests. To understand what this new economy is like, we need to look at the changes that have taken place and the impact of those changes on the way that organizations are managed. * This economic crisis, which began with turmoil in mortgage markets and spread to businesses when broader credit markets collapsed, has been called the worst since the Great Depression. With foreclosures, financial recession, a huge public debt, and widespread social problems from job losses, it’s clear that the U.S. and global economic environments have changed and are continuing to change. For instance, the International Monetary Fund forecasted that the global economy would likely contract in 2009 for the first time since World War II and that the recovery would take longer than expected * Experts believe that once the U.S. economy emerges from recession things won’t be the way they were—that there will be