Issue paper one: Productivity and Quality Management
Executive Report
Prepared by
G.Y. Attanayake
MBA/2003/1448
Course : MBA 501 Managing Business Operations
Dr. Travis Perera
and
Mr. A.K.L Jayawardana
July, 2003
POSTGRADUATE INSTITUTE OF MANAGEMENT
University of Sri Jayewardenepura
TABLE OF CONTENTS PAGE NO.
EXECUTIVE SUMMERY 4
1.0 INTRODUCTION 5
1.1 MEASURING PRODUCTIVITY IN THE MANUFACTURING AND SERVICE SECTORS
1.1.1 Productivity Defined and Explained 5
1.1.1.1 Why Productivity 7
1.1.2 Manufacturing Sector Productivity 8
1.1.3 Service Sector Productivity 14
1.1.4 Nestle Lanka Performance Measures 15
1.2 TOTAL QUALITY CONCEPTS
1.2.1 Total Quality Management Models 26
1.2.1.1&n ...