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Questions and Answers
What is the purpose of quality control (QC)?
To ensure that a manufactured product or performed service adheres to a defined set of quality criteria or meets the requirements of the client or customer.
What does TQM stand for?
Quality assurance (QA) and quality control (QC) refer to the same processes.
False
List one company that has implemented Total Quality Management (TQM).
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Match the following principles of Total Quality Management with their descriptions:
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TQM is about doing things right the first time, every time. The simple objective of TQM is to ______.
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Which of the following is NOT one of the eight principles of TQM?
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What is one benefit of being customer-focused in TQM?
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Study Notes
Quality Control
- Quality control (QC) is a process for ensuring that a product or service meets defined quality criteria or customer requirements
- QC differs from quality assurance (QA) - QA focuses on verifying that requirements are met while QC inspects the product or service
- Quality assurance and control are often combined as QA/QC
Total Quality Management (TQM)
- TQM is a management approach aimed at improving the production of goods and services
- It emerged in the 1950s and gained popularity in the 1980s
- TQM focuses on creating a culture of continuous improvement in all aspects of a company
- TQM emphasizes satisfying customer needs and reducing waste
- Examples of companies that have implemented TQM include Ford, Phillips Semiconductor, SGL Carbon, Motorola, and Toyota
TQM Defined
- TQM involves integrating all organizational functions to meet customer needs and achieve company goals
- TQM views an organization as a collection of processes that must be continually improved
- TQM emphasizes incorporating the knowledge and experiences of employees in process improvements
- The core objective of TQM is "Do the right things, right the first time, every time"
- TQM is adaptable and can be applied to manufacturing, service, and public sector organizations
Key activities in TQM
- Commitment to quality from senior management and all employees
- Meeting customer requirements
- Reducing development cycle times
- Implementing just-in-time/demand flow manufacturing
- Utilizing improvement teams
- Lowering product and service costs
- Establishing systems to facilitate improvement
- Empowering employees and encouraging their involvement
- Recognizing and celebrating achievements
- Setting challenging quantified goals and benchmarking
- Focusing on processes and improvement plans
- Integrating TQM into strategic planning
8 Principles of TQM
- Customer focus: The quality of a product or service is defined by the customer. Satisfying customer needs and exceeding their expectations is essential
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To implement customer focus:
- Conduct research to understand customer needs and expectations
- Align company goals with customer needs
- Communicate with customers, measure satisfaction, and use the results to improve processes
- Manage customer relationships
- Find a balance between satisfying customers and other stakeholders (employees, suppliers, investors)
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Benefits of customer focus:
- Increased sales, revenue, market share
- Strong customer loyalty
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Description
Test your knowledge on Quality Control (QC) and Total Quality Management (TQM). This quiz covers the definitions, differences, and applications of QC and TQM in various companies. Dive into the concepts of continuous improvement and customer satisfaction.
