Organisational Quality and Performance Management (M3)
BBC Broadcasting & Presentation
CASE: BBC BROADCASTING & PRESENTATION
EXECUTIVE SUMMARY 4
QUESTION 1 – DISCUSS THE ISSUES OF MEASUREMENT IN AN ORGANISATION SUCH AS THIS ONE, AND EVALUATE THE APPROACH TAKEN TO MEASUREMENT ‘RECOMMENDED’ BY THE BBC. 6
• MISSION STATEMENT 6
• MEASURABLE OBJECTIVES 7
• CRITICAL SUCCESS FACTORS & KEY PERFORMANCE INDICATORS 7
QUESTION 2 – HOW SHOULD THE SENIOR TEAM IN BBC BROADCASTING & PRESENTATION DEVELOP THEIR THINKING TO SUSTAIN THE MOMENTUM OF TOTAL QUALITY/BUSINESS EXCELLENCE? 8
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TQM, combined with effective leadership, results in an organisation doing the right things right, the first time.
BBC was committed to total quality management, which focused on customer requirements, encouragement of teamwork, instilling of a positive attitude to solving problems and continuous improvement. In order to achieve this commitment, they defined the desired culture of the organisation by the following values:
• Put the customer first
• Be professional
• Committed to continuous improvement
Linking to these values, are the TQM philosophy which acts as guiding principles. It is important to focus on the pillars of TQM as well as the dimensions of TQM that is portrayed in the table below:
|Pillars of TQM |Dimensions of TQM |
|Systems thinking |Transformation processes |
|Continuous improvement |Relationships with suppliers |
|Employee involvement & empowerment |Product design |
|Customer Focus | Relationships with customers |
Therefore in terms of the study material provided a question and answer approach as requested in the case study document is provided.
QUESTION 1 – DISCUSS THE ISSUES OF MEASUREMENT IN AN ORGANISATION SUCH AS THIS ONE, AND EVALUATE THE APPROACH TAKEN TO MEASUREMENT ‘RECOMMENDED’ BY THE BBC.
Ongoing performance management for employees are setting goals, monitoring the employee's achievement of those goals, sharing feedback with the employee, evaluating the employee's performance, rewarding performance or firing the employee. Performance management applies to organizations as well. It includes recurring activities to establish organisational goals, monitor progress toward the goals, and make adjustments to achieve those goals more effectively and efficiently. Those recurring activities are much of what leaders and managers essentially do in their organisations. BBC Broadcast & Presentation introduced Quality Management and Performance Management. The following steps were imposed to evaluate and measure this media organisation:
A company's mission statement is a constant reminder to its employees of why the company exists and what the founders envisioned. Developing a clear mission early in the company's development is critical. Broadcasting & Presentation’s mission statement has merged after a lenghty simplifing process thsat satisfied the essential criteria.
Objectives are the desired or needed result to be achieved by a specific time. An objective is broader than...