Issue paper one: Productivity and Quality Management

Executive Report
Prepared by
G.Y. Attanayake
MBA/2003/1448

Course : MBA 501 Managing Business Operations
Dr. Travis Perera
and
Mr. A.K.L Jayawardana

July, 2003

POSTGRADUATE INSTITUTE OF MANAGEMENT
University of Sri Jayewardenepura
TABLE OF CONTENTS PAGE NO.

EXECUTIVE SUMMERY 4
1.0 INTRODUCTION 5

1.1 MEASURING PRODUCTIVITY IN THE MANUFACTURING AND SERVICE SECTORS
1.1.1 Productivity Defined and Explained 5
1.1.1.1 Why Productivity 7
1.1.2 Manufacturing Sector Productivity 8
1.1.3 Service Sector Productivity 14
1.1.4 Nestle Lanka Performance Measures 15

1.2 TOTAL QUALITY CONCEPTS
1.2.1 Total Quality Management Models 26
1.2.1.1 The origin of TQM 26
1.2.1.2 Total quality defined 26
1.2.1.3 Why TQM 27
1.2.1.4 TQM models 28
1.2.2 Issues in Application of TQM 33

1.3 HIGH PERFORMANCE ORGANIZATION
1.3.1 Characteristics of a high......

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Title: Productivity And Quality Management
Approximate Word Count: 8904
Approximate Pages: 36 (250 words per double-spaced page)

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