GROUP 3

Topic: Performance Management

Subtopics: Managing Quality

Performance Management and Improvement
Analyzing Manufacturing Operations: Quantitative Methods
Analyzing Service Operations: Service delivery, queuing, Shift Scheduling
PERFORMANCE
MANAGEMENT
QUALITY MANAGEMENT
Crucial for ensuring product consistency
and customer satisfaction in production
and operation management.
Importance of Quality Management in
Production and Operation Management

Enhanced Product Operational Efficiency Customer Satisfaction

Quality

Quality management leads to Efficient quality Meeting quality standards

improved product standards management streamlines results in higher customer
and reduced defects, production processes, satisfaction and retention,
boosting overall production minimizing waste and benefiting the overall
quality. optimizing resources. operation management.
Key Principles of Quality Management

Continuous
01 Customer Focus 02 Improvement
Putting customer needs at the forefront to Emphasizing ongoing enhancement of
drive quality improvements and enhance processes and products to maintain high
customer satisfaction. standards.

Employee Involvement Process Approach

03 04
Engaging employees in quality initiatives Adopting a systematic approach to
to ensure commitment and motivation continually improve processes rather than
towards excellence. quick fixes.
Quality Control Techniques and Tools

Ensures consistent quality through

Statistical Process Control
data and analysis.

Systematic lists for thorough quality

Checklists
assessments.

Identifies vital causes of defects for

Pareto Analysis
focused improvement.
Quality Assurance and Its Role in Ensuring
Product Quality

1 2 3

Establishing Compliance Process Audits

Standards Monitoring
Setting benchmarks for Regular checks to ensure Conducting systematic
quality parameters to ensure adherence to quality reviews to identify areas for
consistency. standards and regulations. improvement and
optimization.
Total Quality Management
(TQM) and Its Benefits
1 Customer Focus
Priority on customer needs and satisfaction
throughout operations.

2 Continuous Improvement Culture

Establishing an environment of ongoing
enhancement and development.

3 Employee Empowerment
Empowering employees to take ownership of
quality and process improvements.
Continuous Improvement and Its Impact on Quality
Management
Waste Reduction
Agile Adaptation
Continual improvement
Enables quick
methods lead to
adaptation to dynamic
minimized waste and
market demands and
enhanced resource
customer needs.
utilization.

Culture of Excellence

Fosters a culture of excellence and commitment to quality

in the operations.
Conclusion and Key Takeaways

Consistent Results Continuous Innovation Operational Efficiency

Quality management leads to Quality management fosters an Efficient processes result in

consistent and reliable environment conducive to resource optimization and cost
outcomes. ongoing innovation. reduction.
PERFORMANCE MANAGEMENT
The process of creating a work environment that
enables people to perform to the best of their
abilities. It involves setting clear expectations,
giving regular feedback, and recognizing
improvement efforts.
Setting Clear Goals and Expectations

Defining Objectives Communicating Expectations

Set specific, measurable, Clearly outline the performance
and achievable goals to and behavior standards expected of
provide a clear direction for employees.
employees.
Regular Feedback and Coaching
Frequent Feedback

Provide ongoing feedback to keep employees aware of their performance and make
necessary adjustments.

Coaching for Improvement

Offer guidance and support to help individuals develop their skills and overcome challenges.
Performance Evaluation and Measurement

Utilize key performance indicators to

measure individual and team
Quantitative Data Collection
achievements.

Evaluate behaviors, attitudes, and

teamwork through structured
Qualitative Assessment
qualitative assessments.
 Identifying Areas for Improvement
1 Data Analysis 2 Employee Input

Utilize performance data Encourage employees to

to identify specific areas share their perspectives on
requiring development. processes that need
improvement.
 Developing a Performance Improvement Plan

Goal Setting Resource Allocation

Create targeted strategies and Allocate appropriate resources

action plans to address and support to assist with the
identified performance gaps. implementation of
improvement initiatives.
 Monitoring Progress and Making Adjustments

Regular Monitoring Feedback Integration

Consistently track the progress of Integrate feedback to adapt

improvement initiatives and strategies and make necessary
identify any deviations from the adjustments to optimize
plan. performance.
 Recognizing and Rewarding Improvement
Efforts

Recognition Rewards

Publicly acknowledge and Offer meaningful incentives and

celebrate individual and team rewards to motivate continued
improvement efforts and improvement and sustained
achievements. performance.
QUANTITATIVE METHODS IN MANUFACTURING OPERATIONS

An overview of the role of quantitative methods in improving

manufacturing operations, including the use of data-driven techniques
to enhance efficiency and productivity.
 Key Performance Indicators (KPIs) for Manufacturing Operations

Operational Efficiency Quality Control Inventory Management

Monitoring production Tracking defect rates Measuring inventory

output and resource and compliance with levels and turnover to
utilization to ensure industry standards for avoid overstocking or
optimized operations. product quality. stockouts.
Data Collection and Analysis Techniques

Real-time Monitoring Statistical Analysis Big Data Analytics

Utilizing sensor-based Applying statistical Leveraging advanced

technology to collect and methods to identify trends, analytics to derive
analyze production data in patterns, and variations in meaningful insights from
real time. production processes. large volumes of
manufacturing data.
Statistical Process Control (SPC) in Manufacturing

1 2 3

Data Collection Control Chart Analysis Continuous Improvement

Collecting and organizing Creating control charts to monitor Implementing corrective actions
manufacturing data to identify process variation and detect any based on SPC analysis to enhance
patterns and variations. deviations from the norm. process stability and product
quality.
 Optimization and Simulation Modeling in Manufacturing

Process Optimization Performance Forecasting

Identifying and implementing Using simulation models to
strategies to optimize production predict outcomes and evaluate
processes and resource
potential scenarios for process
utilization.
improvement.

Resource Allocation
Simulating different resource allocation strategies to
minimize costs while maximizing output.
 Quality Control and Six Sigma Methodologies

Quality Standards Process Improvement Lean Principles

Utilizing Six Sigma Implementing data-driven Integrating lean principles to

methodologies to maintain improvements to achieve optimize processes and
rigorous quality standards in higher accuracy and minimize waste in
manufacturing. consistency in production. manufacturing operations.
 Case Studies and Real-world Applications

1 Case Studies

Exploring real-world examples of successful implementation of

quantitative methods in manufacturing.

2 Best Practices
Analyzing best practices and lessons learned from applying
quantitative methods to improve operations.

3 Industry Impact
Assessing the impact of data-driven approaches on efficiency,
quality, and overall performance in the manufacturing industry.
SERVICE OPERATIONS ANALYSIS
Crucial for businesses to ensure efficiency, quality, and customer satisfaction.
Service operations encompass the processes and activities involved in
delivering intangible products to customers, such as healthcare, hospitality,
consulting, and financial services.
Understanding Service Delivery Processes
1 Customer Interaction

Detailed analysis of customer engagement and service delivery

interaction points.

2 Service Mapping
Visual representation of service delivery processes, mapping of
customer journey.

3 Service Quality Metrics

Identification of key performance indictors to measure service
quality.
Analyzing Queuing Theory in Service Operations
Queuing Management Behavioral Psychology Technology Integration
Techniques

Strategies to optimize Understanding customer Utilizing technology to

customer queuing, behavior and psychology streamline queuing
decrease wait times, and about queuing and service processes and improve
enhance satisfaction. expectations. operational efficiency.
Optimizing Shift Scheduling for Service Efficiency

1 2 3

Staffing Requirement Flexible Scheduling Performance Analysis

Matching staff schedules to Implementing adaptable Utilizing data to optimize

demand fluctuations for shift patterns to staffing levels based on
efficient resource allocation. accommodate employee service delivery demand.
preferences and
operational needs.
 Factors Affecting Service Delivery Performance

External Influences Operational Constraints

External factors like weather, public Identification of internal operational
events, and economic conditions challenges affecting service efficiency
impact service delivery. and performance.

Customer Experience
Evaluating the impact of customer feedback and satisfaction
on service performance.
Case Study: Successful Service Operations Analysis

Performance Metrics Strategic Innovations Collaborative Efforts

Analysis of successful service Exploration of innovative Case studies highlighting the

operations, focusing on approaches and strategies that role of collaborative teamwork
performance metrics and led to successful service in optimizing service
outcomes. transformations. operations.
Key Principles of Quality Management

Analytical
01 Data Collection 02 Frameworks
Collecting relevant operational data Implementing analytical models to
for analysis and insights into service interpret data and make informed
performance. operational decisions.

Continuous
03 Improvement
Utilizing data-driven insights to
drive continuous improvement and
innovation in service operations.
Conclusion: Key Takeaways and Future Trends

Embracing advanced automation

Service Automation technologies for streamlined service
delivery.

Future trends emphasizing

Personalized Engagement personalized customer interactions
and tailored service experiences.

Utilizing integrated data systems for

Data Integration holistic insights into service
performance and customer behavior.
MEET OUR GROUP…

Marj Jules Rashel Mae

Reporters: Lorain Jean Ryan Pilapil
Juntilla Razonado

Aldrin
Researchers: Logronio
Sharon Alegre Edna Emanil

Mark
Mariely Roxan
Laurence De
Cornites Formilleza
Leon
Thank you!