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Q1. Describe an organization you know or have worked for. How effective was the organization? How were you able to draw that conclusion?
An organization whose name has come to my mind at the first glance of this question is the organization where I earned a chance to do internship at Sui Southern Gas Company (SSGC) last summer. This helped me in getting to know that how one of the known utility organization operating in Karachi carries on with its operations to meet the gas supply requirements, Yes, SSGC has been the name commonly seen and heard about during the starting of every month around the year. But on my internship I have gotten to know that it is much more than that. It is a whole cycle that is given a round before we are able to get gas to our use and then on monthly basis; make the payment of our consumption. Many myths and many misperceptions have been removed and corrected along with the flow of knowledge being attained here about the organization; its different departments and the ways through which work is done here. From there I got a comprehensive introduction of SSGC in brief terms. In broad terms: SSGC has been defined as a utility organization: govt. based responsible for transmission and distribution of gas. Further on it was divided into two groups: the first being as service oriented organization dealing with gas purchase and supply and the second being as the manufacturer of meter plants; the devices which are fixed at our homes, facilities to perform the task of meter reading in terms of units which are being displayed as our consumption starts.
Now the part comes that how its effectiveness has been rated. There are different indicators to define the effectiveness of the company. In broader terms the two words coined efficiency and effectiveness can serve as the mechanisms to highlight the level of perfection a company is achieving in its performance. The former means doing the things right and when it comes to this SSGC; I would rate it half out of a possible full as the departments where I was placed in; it was observed that only the responsible individuals were doing their on the required criteria whereas there were others who took advantage of leniency in check and balance and reflected unprofessional behavior at their work. The later means doing the right things and again keeping in mind SSGC; there is again no full points as there were areas where use of computer system was in practice and encouraged and while there were some areas where struggle was witnessed in use of technology creating resistance. So these two terms: efficiency and effectiveness reflected the idea for me that the organization needed to work hard in order to increase its productivity because the mechanism of efficiency and effectiveness is to be applied in all the areas of departments of the organization to bring a potential uplift in the overall organizational success.
Following are some of such methods which can be used to measure the effectiveness of the organization:
Appreciative Inquiry
Appreciative inquiry is based on the following principles: appreciation for what has been accomplished Building and leveraging the strengths and assets of the organization Generating provocative and innovative ideas and collaboration among key executives and managers. Its purpose is to contribute to the generative aims of the organization and to use such knowledge to promote the effectiveness and continuing success of the organization.
Balanced Scorecard
The Balanced Scorecard is an approach to strategic management. It is a management and measurement system that enables organizations to clarify their vision and strategy and translate them into action. It provides a clear prescription about what companies should measure in order to 'balance' the financial perspective. It provides feedback on the internal business processes and external outcomes in order to continuously improve strategic performance and result.
Goal Approach
The goal approach to effectiveness consists of identifying an organizations output goals and assessing how well the organization has attained hose goals. This is a logical approach because organizations do try to attain certain levels of output, profit, or client satisfaction. The goal approach measures progress toward attainment of those goals.
Q3. How are the teachings of Edward Deming, Philip Crosby and Joseph Juran are similar? Where do they agree? Q4. How are the teachings of Dr.Deming, Philip Crosby and Joseph Juran are different? Where do they disagree?
These names when are spoken out strikes one main idea in your mind that they are the Gurus of Total Quality Management; they are claimed pioneers in defining the term Quality. A brief introduction of the Gurus known as internationally known quality experts is as follows reflecting the idea that they have earned the status of Gurus by devoting their ideas and teachings to quality of management:
DIFFERENCES CROSBY DEFINITION OF QUALITY Defined by conformance to requirements. Defined by fitness for use and customer requirements. Defined by the current and future needs of the customer. USE OF MEASUREMENT Views the monetary cost of quality as the focus of measurement. Places emphasis on statistical thinking and statistical methods. GOAL SETTING "Defect-free "products and services are the ultimate goal stresses individual conformance to requirements. Puts emphasis on company-wide goals and the deployment of goals. Opposes the use of goals and quotas to manage work. SUPPLIER RELATIONSHIPS Favors the practice of reducing the number of suppliers. Favors the practice of using a single supplier when possible. LEADERSHIP ACTIVITIES Urges the creation of an activity where management and employees reaffirm their commitment to quality. Defines leadership roles and responsibilities but does not provide a "cookbook" approach to implementation. TRAINING Targets training to help managers develop a new organizational culture. Targets training toward quality management practices and problemsolving techniques. Targets training towards leadership practices. Addresses the need for education and training for enhancing knowledge and developing skills. QUALITY IMPROVEMENT Emphasizes prevention to meet specifications. Uses three quality-oriented processes (planning, control, and improvement) to achieve improvements. Views the organization as a system and applies the scientific method X X X X X X X X X X X X X X X X DEMING JURAN
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