Quality Control and Total Quality Management Quiz

Study Notes

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

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 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

Customer focus: The quality of a product or service is defined by the customer. Satisfying customer needs and exceeding their expectations is essential
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)
Benefits of customer focus:
- Increased sales, revenue, market share
- Strong customer loyalty