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What is Total Quality Management (TQM)?
What is Total Quality Management (TQM)?
Total Quality Management (TQM) is an approach to long-term success through customer satisfaction by involving all members of an organization in improving processes, products, services, and the culture in which they work.
Which of the following is NOT one of the dimensions of TQM?
Which of the following is NOT one of the dimensions of TQM?
What does empathy in TQM refer to?
What does empathy in TQM refer to?
Empathy in TQM refers to the caring, individualized attention provided to customers and making them feel valued.
What is the role of assurance in TQM?
What is the role of assurance in TQM?
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Responsiveness in TQM refers to the physical appearance of facilities.
Responsiveness in TQM refers to the physical appearance of facilities.
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What is the Kaizen approach?
What is the Kaizen approach?
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What does ISO 9001 help organizations achieve?
What does ISO 9001 help organizations achieve?
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Match the quality management figures with their contributions:
Match the quality management figures with their contributions:
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A process that operates at six sigma has a failure rate of only ___.
A process that operates at six sigma has a failure rate of only ___.
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What is Lean Manufacturing focused on?
What is Lean Manufacturing focused on?
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Study Notes
Total Quality Management (TQM)
- TQM is a holistic approach to long-term success that emphasizes continuous improvement and customer satisfaction.
- It involves every member of an organization in the improvement process, promoting a culture of quality.
Dimensions of Total Service Quality Management (TSQM)
- Reliability: Ability to perform promised services dependably; builds customer trust.
- Empathy: Provides individualized attention and care; fosters a relationship between customers and businesses.
- Assurance: Employees must convey knowledge and confidence to assure customers of service quality.
- Responsiveness: Willingness to assist customers promptly; reflects active listening and problem-solving.
- Tangibility: Refers to the physical appearance of facilities and materials; impacts customer perceptions of quality.
TQM Strategies & Approaches
- Kaizen Approach: Focuses on continuous improvement in products and services.
- Guru Approach: Involves following specific leaders or experts for decision-making guidance.
- Organizational Model Approach: Follows a hierarchical structure in operations.
- Japanese Total Quality Approach: Emphasizes process orientation, gradual improvement, and valuing organizational people; culturally rooted in perfectionism.
- Award Criteria Approach: Centers operations around specific quality awards or recognitions.
Quality Measurement Techniques
- Six Sigma: Statistical measure indicating a process operates with a failure rate of only 0.00034%; aims for near-perfect quality.
- ISO 9001: Provides a framework for a quality management system (QMS) applicable across industries to improve processes and customer satisfaction.
- Lean Manufacturing: Focuses on eliminating waste while maximizing productivity; defines waste as non-value-added activities.
Pioneers in Quality Management
- Walter A. Shewhart: Considered the Father of Statistical Quality Control; known for the Shewhart cycle, which is foundational for later quality models.
- William Edwards Deming: Prominent figure in quality management; introduced concepts like statistical process control and the Plan-Do-Study-Act (PDSA) cycle, enhancing overall operational efficiency.
- Joseph M. Juran: Significant contributor to quality management over his 70-year career; authored the "Quality Control Handbook," impacting quality management practices globally, especially in Japan's industrial growth.
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Description
This quiz introduces the essential principles of Total Quality Management (TQM) in the context of tourism and hospitality. Students will explore the concepts of quality, its importance in management, and the contributions of pioneers in the field. Understand the different dimensions of quality and how they impact service delivery.
