Why Quality Matters

Why Quality Matters

Option 1

There are a number of resources for both industry professionals and consumers that analyze and publish quality metrics. Examples include: Hospital Compare – published through Medicare.gov, J.D. Power – well known for its car reviews, and Quality Magazine and Quality Digest – two resources used by OM professionals.

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• Locate and post a link to a quality review resource that is used in your industry (select one that is different from what has already been posted by your peers).,
• What information do these resources provide about how they collect and analyze data and develop reports and (if applicable) rankings?,
• Which metrics are most frequently used in assessing quality failures and the impact these failures have on costs?,
• How can this resource be used by OM professionals to support quality improvement initiatives?,

OR

Option 2

Quality failures have impacts that go beyond costs., Quality failures can erode an organization’s competitive advantage.

Locate and post a news story from the last six months published in The Wall Street Journal or another reputable source about an internal or external quality failure.,

• Briefly summarize the issue including what went wrong and whether it was a performance quality or conformance quality issue.
• What was the impact on costs to the organization and/or its customers?
• How did the organization address the issue? What steps did they take to either correct the problem or provide a resolution to customers? Were these reasonable and fair? Explain.
• What steps could have been taken to reduce or prevent this failure?

Why Quality Matters

Option 1

There are a number of resources for both industry professionals and consumers that analyze and publish quality metrics. Examples include: Hospital Compare – published through Medicare.gov, J.D. Power – well known for its car reviews, and Quality Magazine and Quality Digest – two resources used by OM professionals.

• Locate and post a link to a quality review resource that is used in your industry (select one that is different from what has already been posted by your peers).
• What information do these resources provide about how they collect and analyze data, and develop reports and (if applicable) rankings?
• Which metrics are most frequently used in assessing quality failures and the impact these failures have on costs?
• How can this resource be used by OM professionals to support quality improvement initiatives?

OR

Option 2

Quality failures have impacts that go beyond costs. Quality failures can erode an organization’s competitive advantage.

Locate and post a news story from the last six months published in The Wall Street Journal or another reputable source about an internal or external quality failure. Why Quality Matters

• Briefly summarize the issue including what went wrong and whether it was a performance quality or conformance quality issue.
• What was the impact on costs to the organization and/or its customers?
• How did the organization address the issue? What steps did they take to either correct the problem or provide a resolution to customers? Were these reasonable and fair? Explain.
• What steps could have been taken to reduce or prevent this failure?