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Questions and Answers
What is the purpose of quality measurement?
What is the purpose of quality measurement?
Which aspect does the cost of quality primarily identify?
Which aspect does the cost of quality primarily identify?
What is a significant goal of zero defects planning?
What is a significant goal of zero defects planning?
What is the primary focus of supervisor training in quality improvement?
What is the primary focus of supervisor training in quality improvement?
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What does the recognition component aim to achieve?
What does the recognition component aim to achieve?
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What is the central concept behind the principle of 'PRIDE OF WORKMANSHIP'?
What is the central concept behind the principle of 'PRIDE OF WORKMANSHIP'?
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What is one of the key objectives of ongoing education and self-improvement in organizations?
What is one of the key objectives of ongoing education and self-improvement in organizations?
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Which of the following does Deming identify as a 'deadly disease' that can impede transformation?
Which of the following does Deming identify as a 'deadly disease' that can impede transformation?
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What is emphasized as an essential commitment from top management in Deming's principles?
What is emphasized as an essential commitment from top management in Deming's principles?
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What effect does providing ongoing training and retraining have on employees?
What effect does providing ongoing training and retraining have on employees?
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Why does Deming criticize short-term profit stress within organizations?
Why does Deming criticize short-term profit stress within organizations?
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What aspect does Deming's '7 deadly diseases' address in decision-making processes?
What aspect does Deming's '7 deadly diseases' address in decision-making processes?
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Which of the following is NOT considered a 'deadly disease' by Deming?
Which of the following is NOT considered a 'deadly disease' by Deming?
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What is the primary goal of management in the context of process improvement?
What is the primary goal of management in the context of process improvement?
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Which of the following is emphasized in on-the-job training?
Which of the following is emphasized in on-the-job training?
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What is one of the key responsibilities of managers and supervisors in the drive for quality?
What is one of the key responsibilities of managers and supervisors in the drive for quality?
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Who is known as the 'Father of Quality Control'?
Who is known as the 'Father of Quality Control'?
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What is one of the negative effects of fear within an organization?
What is one of the negative effects of fear within an organization?
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Why should organizational barriers be broken down?
Why should organizational barriers be broken down?
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Which concept emphasizes the need for continual improvement and customer satisfaction in quality management?
Which concept emphasizes the need for continual improvement and customer satisfaction in quality management?
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What is the consequence of using exhortations like slogans demanding zero defects?
What is the consequence of using exhortations like slogans demanding zero defects?
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What does Deming's 14 Points for Quality Improvement primarily aim to address?
What does Deming's 14 Points for Quality Improvement primarily aim to address?
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What should replace arbitrary numerical targets for workforce quotas?
What should replace arbitrary numerical targets for workforce quotas?
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Which of the following points advocates for building quality into products from the start?
Which of the following points advocates for building quality into products from the start?
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What was the impact of Deming's work in post-World War II Japan?
What was the impact of Deming's work in post-World War II Japan?
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What is a common characteristic of both internal and external organizational barriers?
What is a common characteristic of both internal and external organizational barriers?
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In Deming's methodology, what does the acronym PDCA stand for?
In Deming's methodology, what does the acronym PDCA stand for?
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What does the principle 'End Lowest Tender Contracts' suggest about choosing vendors?
What does the principle 'End Lowest Tender Contracts' suggest about choosing vendors?
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What was a significant legacy of Deming's work in quality management?
What was a significant legacy of Deming's work in quality management?
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What does Crosby define as the essence of quality?
What does Crosby define as the essence of quality?
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Which of the following is NOT one of Crosby's four absolutes of quality?
Which of the following is NOT one of Crosby's four absolutes of quality?
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Crosby's philosophy emphasizes that higher quality leads to what outcome?
Crosby's philosophy emphasizes that higher quality leads to what outcome?
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What is the primary focus of the Zero Defects concept?
What is the primary focus of the Zero Defects concept?
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According to Crosby, how should management assess quality?
According to Crosby, how should management assess quality?
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Which of the following is characteristic of Crosby's quality management maturity grid?
Which of the following is characteristic of Crosby's quality management maturity grid?
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What is the 'price of non-conformance' as described by Crosby?
What is the 'price of non-conformance' as described by Crosby?
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What is the first step in Crosby's 14-step methodology?
What is the first step in Crosby's 14-step methodology?
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Study Notes
Quality Gurus in Total Quality Management
- Dr. William Edwards Deming is considered the "Father of Quality Control". He revolutionized quality management, especially in post-World War II Japan, leading to the "quality revolution" that made Japanese manufacturing globally dominant.
- Deming's key contributions include his 14 Points for Quality Improvement, the Deming Cycle (PDCA), and his Theory of Profound Knowledge, all emphasizing continuous improvement, customer focus, and employee involvement.
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Deming's 14 Points for Quality Improvement: Aim to foster long-term customer satisfaction and a shift from short-term profits to sustainable excellence.
- Constancy of Purpose: Focus on long-term goals, not immediate profitability.
- New Philosophy: Transform Western management style to prioritize quality and eliminate defects.
- Cease Dependence on Inspection: Build quality into products from the start, eliminating the need for mass inspection.
- End Lowest Tender Contracts: Focus on quality over price in sourcing.
- Improve Every Process: Continuous improvement of processes with input from both workers and management.
- Institute Training on the Job: Invest in continuous skills development for all employees.
- Institute Leadership: Emphasize quality over quantity, managers should lead by example.
- Drive Out Fear: Create a fear-free environment for open communication and innovation.
- Break Down Barriers: Foster collaboration between departments and with external stakeholders.
- Eliminate Exhortations: Don't rely on slogans or demands for improvement without providing appropriate tools and support.
- Eliminate Arbitrary Numerical Targets: Use statistical methods for continuous improvement rather than specific numerical quotas.
- Permit Pride of Workmanship: Empower employees to take pride in their work.
- Encourage Education: Continuous education and training is essential for long-term quality improvement.
- Top Management Commitment: Top management needs to be fully committed to implementing all 14 points.
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Deming's 7 Deadly Diseases: Factors that can hinder the implementation of the 14 points.
- Lack of Constancy of Purpose: Short-sighted focus on immediate profits instead of long-term sustainability.
- Stress on Short-Term Profit: Fear of takeovers and pressure for quick returns can hinder long-term investments in quality.
- Personal Review Systems: Performance reviews that focus on individual achievements can create a culture of competition and discourage collaboration.
- Job-Hopping by Managers: Frequent changes in management can disrupt continuity and hinder long-term improvement efforts.
- Using only evident data: Failure to account for unknown factors and uncertainty can lead to flawed decisions.
- Extreme Medical Costs: High medical costs can hinder the development of a sustainable and thriving workforce.
- Excessive Costs of Liability: Lawsuits and legal fees can discourage innovation and investment in quality.
- Philip Crosby: Came to prominence with his book "Quality is Free" in 1979. Crosby established the absolutes of quality management, emphasizing zero defects and continuous improvement.
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Crosby's Four Absolutes of Quality:
- Definition: Quality is conformance to requirements, not subjective goodness.
- System: Prevention of defects is more effective than appraisal and correction.
- Performance Standard: Zero defects is the ultimate goal.
- Measurement: Track the cost of non-conformance to identify areas needing improvement.
- Crosby's emphasis on "doing it right the first time" (DIRFT) and zero defects was criticized by Deming for placing undue pressure on workers.
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Crosby's 14-Step Methodology:
- Management Commitment: Clear communication of commitment to quality.
- Quality Improvement Team: Dedicated team to drive quality initiatives.
- Quality Measurement: Identify and measure non-conformance to enable objective evaluation and improvement.
- Cost of Quality: Track the expenses related to quality to highlight the cost of non-conformance.
- Quality Awareness: Raise awareness of quality expectations throughout the organization.
- Corrective Action: Define processes for correcting identified problems.
- Zero Defects Planning: Preparation and planning for implementing a zero defects program.
- Supervisor Training: Ensure supervisors are adequately trained to support quality improvement efforts.
- Zero Defects Day: Organize an event to highlight the importance of zero defects.
- Goal Setting: Encourage individual and team goals for quality improvement.
- Error Cause Removal: Provide channels for employees to report and address obstacles to zero defects.
- Recognition: Acknowledge and reward those who contribute to quality improvement.
- Quality Councils: Establish forums for continuous communication about quality.
- Do it Over Again: Continuously revisit and improve quality initiatives.
- Crosby's View on Mistakes: Mistakes are caused by lack of knowledge or lack of attention. Education, training, and commitment to excellence can eliminate mistakes.
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Description
Explore the pivotal contributions of Dr. William Edwards Deming, the Father of Quality Control, to Total Quality Management. Dive into his 14 Points for Quality Improvement, which prioritize customer satisfaction and sustainable practices. Understand the importance of continuous improvement and employee involvement in fostering quality in manufacturing.
