【正文】 he thongs that work for us. ? 以 The Westin Tabor Center 為案例貫穿本章。 ? 經(jīng)改善後，去掉其中不具加值的 100多個(gè)流程。 ? 公司若能制定實(shí)施的順序除有助於早期之成功外 ，亦能增強(qiáng) 推動(dòng)的信念。 2020/7/6 Total Quality Management 3 Effectiveness and Efficiency ? Effectiveness效益 /效果－ the degree to which an anization meets and preferably exceeds a customer’s need and requirement. ? Efficiency效率－ refers to the resources consumed in attempting to bee effective. ? 作者調(diào)查知－ An average anization experiences over 50﹪ is efficiency and over 70﹪ is effectiveness. 2020/7/6 Total Quality Management 4 The eight essential steps Step1－ Creation and Agreement of Strategic Business Objectives ? 策略目標(biāo)的建立與共識(shí) To obtain support and active involvement of management, the quality initiative must be linked to the ongoing strategic business objectives of the anization. 品質(zhì)管理必須與公司的策略目標(biāo)結(jié)合 2020/7/6 Total Quality Management 5 Creation and Agreement of Strategic Business Objectives ? Business Objectives of The Westin Tabor Center － Gross Operating Profit per Avai