ADM 1300 Chapter Notes - Chapter 2: Total Quality Management, Continual Improvement Process, Intellectual Capital

• School: University of Ottawa
• Department: Administration
• Course: ADM 1300
• Professor: David Delcorde

Document Summary

Motion study: science of reducing a task to its physical motions. Bureaucracy: rational form or organization founded on logic and authority. Clear division of labour: jobs well defined and workers become highly skilled. Clear hierarchy of authority: authority and responsibilities defined for all positions. Formal rules and procedures: written guidelines direct behaviour in jobs. Hawthorne effect: tendency of people singled out for special attention to perform a certain task as expected. Self-fulfilling prophecy: occurs when a person acts in ways that will confirm people s expectations. Operational management: study of how organizations produce goods/services. System: collection of parts working together for a purpose. Open system: interacts with the environment and transforms input resources into output resources. Contingency thinking: matches management practices with situational demands. Total quality management: managing with organization-wide commitments to improve product quality. Continuous improvement: involves always searching for different ways to improve work quality. Iso certification: indicates continuity with a set of international quality standards.