Total Quality Management Overview
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Questions and Answers

Quality is the degree to which a product or service meets or exceeds customer ______.

expectations

High-quality products and services give organizations a competitive ______ in the market.

edge

Quality ensures that customers receive products or services that lead to higher ______.

satisfaction

Product Quality pertains to the characteristics and attributes of a physical ______.

<p>product</p> Signup and view all the answers

Service Quality focuses on the quality of interactions and experiences when customers receive a ______.

<p>service</p> Signup and view all the answers

Quality reduces rework, defects, and waste, which can lead to cost ______.

<p>savings</p> Signup and view all the answers

Quality builds a positive reputation for an organization, enhancing trust and ______.

<p>credibility</p> Signup and view all the answers

Performance is one of the 8 dimensions of ______ quality.

<p>product</p> Signup and view all the answers

Services cannot be seen, touched, or stored, which is referred to as ______.

<p>intangibility</p> Signup and view all the answers

Services are produced and consumed simultaneously, a concept known as ______.

<p>inseparability</p> Signup and view all the answers

Once a service is delivered, it cannot be reused or stored, which is known as ______.

<p>perishability</p> Signup and view all the answers

The quality of services can vary depending on several factors, a characteristic termed ______.

<p>variability</p> Signup and view all the answers

Unlike products, services do not result in ______.

<p>ownership</p> Signup and view all the answers

Customer delight refers to exceeding customer ______ by providing unexpected value.

<p>expectations</p> Signup and view all the answers

Fundamental features that customers expect are referred to as ______ needs.

<p>must-be</p> Signup and view all the answers

Key aspects of customer delight include emotional connection and ______ in quality.

<p>consistency</p> Signup and view all the answers

The ______ of a product refers to its expected lifespan and resistance to wear and tear.

<p>durability</p> Signup and view all the answers

In the SERVQUAL model, ______ refers to the ability of the service provider to deliver accurate, consistent, and dependable services.

<p>reliability</p> Signup and view all the answers

The dimension of service quality that assesses the physical appearance of service facilities and equipment is called ______.

<p>tangibles</p> Signup and view all the answers

Customers value ______ as it reflects the willingness and ability of service providers to help them promptly.

<p>responsiveness</p> Signup and view all the answers

______ is a dimension of service quality that pertains to the competence and courtesy of service personnel.

<p>assurance</p> Signup and view all the answers

______ includes the visual appeal and design of the product or service.

<p>aesthetics</p> Signup and view all the answers

______ refers to customers' subjective perceptions and impressions of quality.

<p>perceived quality</p> Signup and view all the answers

The five dimensions of service quality were coined by Valerie Zeithaml, A. Parasuraman, and Leonard ______.

<p>Berry</p> Signup and view all the answers

Employee motivation refers to the level of commitment, energy, and creativity that employees bring to their ______.

<p>work</p> Signup and view all the answers

Teamwork is the collaborative effort of a group to achieve a common ______ or to complete a task.

<p>goal</p> Signup and view all the answers

Effective communication ensures that messages are understood as intended, minimizing ______ and promoting efficiency.

<p>misunderstandings</p> Signup and view all the answers

Training is the process of teaching employees specific skills or knowledge to improve their ______ in their current roles.

<p>performance</p> Signup and view all the answers

Recognition and reward are practices used by organizations to acknowledge and ______ employees for their achievements.

<p>compensate</p> Signup and view all the answers

Feedback is the information provided to employees about their ______, helping them understand where they can improve.

<p>performance</p> Signup and view all the answers

Leadership for Total Quality Management involves guiding an organization’s vision and values toward continuous ______ in all processes.

<p>improvement</p> Signup and view all the answers

Performance appraisal is a formal, systematic ______ of an employee’s work performance.

<p>evaluation</p> Signup and view all the answers

Employees want good ______ as part of their job satisfaction.

<p>pay</p> Signup and view all the answers

According to Maslow, ______ refers to the need for safety in the workplace.

<p>security</p> Signup and view all the answers

The ______ theory emphasizes both intrinsic and extrinsic factors influencing employee motivation.

<p>Herzberg</p> Signup and view all the answers

An essential component of employee involvement is effective ______.

<p>communications</p> Signup and view all the answers

Motivators according to Herzberg include achievement, recognition, and ______.

<p>responsibility</p> Signup and view all the answers

Maslow's theory identifies ______ as the highest level of needs for personal growth.

<p>self actualization</p> Signup and view all the answers

Hygiene factors are related to ______ and external work conditions.

<p>salary</p> Signup and view all the answers

Employees seek ______ in their roles for professional development opportunities.

<p>advancement</p> Signup and view all the answers

If these are missing or poorly implemented, customers will be dissatisfied, but fulfilling them doesn't necessarily increase ______ significantly.

<p>satisfaction</p> Signup and view all the answers

Performance Needs lead to increased customer satisfaction as they are improved. The better these features perform, the happier the customer is, and conversely, poor performance leads to ______.

<p>dissatisfaction</p> Signup and view all the answers

Excitement Needs are features that customers do not expect but are delighted when they are present. Their absence doesn't cause dissatisfaction, but their presence significantly boosts ______.

<p>satisfaction</p> Signup and view all the answers

Indifferent features are those that customers don't feel strongly about, whether they are present or absent, and do not affect ______ or dissatisfaction.

<p>satisfaction</p> Signup and view all the answers

Reverse features can cause dissatisfaction if present and ______ if absent, usually because different customers have different preferences.

<p>satisfaction</p> Signup and view all the answers

Customer perceived quality is a central concept in Total Quality Management (TQM), reflecting how customers evaluate the quality of a product or service based on their ______ and expectations.

<p>experiences</p> Signup and view all the answers

Organizations aim to enhance customer satisfaction by improving quality across all aspects of their ______.

<p>operations</p> Signup and view all the answers

Employee involvement refers to the active participation of employees in decision-making processes and day-to-day activities that affect their work and the organization as a ______.

<p>whole</p> Signup and view all the answers

Study Notes

Total Quality Management (TQM)

  • TQM is a management approach that aims to consistently improve quality across all aspects of an organization.
  • It emphasizes customer satisfaction through high-quality products and services.
  • It involves all employees in the quality improvement process, creating a culture of ownership and accountability.
  • TQM reduces waste, defects, and rework, leading to cost savings.

What is Quality?

  • Quality is the degree to which a product or service meets or exceeds customer expectations.
  • It's about delivering a product or service free from defects, consistent, and satisfying customer needs and desires.

Product Quality vs. Service Quality

  • Product Quality pertains to the characteristics and attributes of physical products, such as durability, reliability, and aesthetics.
  • Service Quality focuses on the quality of interactions and experiences customers have when receiving a service, like responsiveness, empathy, and reliability.

8 Dimensions of Product Quality

  • Performance: How well the product or service performs its intended function
  • Features: Additional characteristics that enhance the product or service.
  • Reliability: Consistency in performance and ability to operate without failures.
  • Conformance: Adherence to established standards and specifications.
  • Durability: Expected lifespan and resistance to wear and tear.
  • Serviceability: Ease of maintenance and repair.
  • Aesthetics: Visual appeal and design.
  • Perceived Quality: Customers' subjective perceptions and impressions of quality.

SERVQUAL

  • SERVQUAL is a widely-used metric based on five dimensions consistently ranked as most important for service quality in all industries.
  • These dimensions are responsiveness, reliability, assurance, empathy, tangibles.

5 Dimensions of Service Quality

  • Reliability refers to the ability of the service provider to deliver accurate, consistent, and dependable services.
  • Responsiveness relates to the willingness and ability of service providers to promptly assist customers.
  • Tangibles assesses the physical appearance of service facilities, equipment, personnel, and communication materials.
  • Assurance pertains to competence, courtesy, credibility, and professionalism of service personnel.
  • Empathy measures the service providers' ability to understand, care for, and provide personalized attention to customers.

TQM Wheel (PDCA)

  • Plan: Setting quality objectives and planning for improvement.
  • Do: Implementing the plan.
  • Check: Measuring and monitoring performance.
  • Act: Taking corrective actions and making improvements based on feedback.

Core TQM Principles

  • Customer Satisfaction: Meeting or exceeding customer expectations.
  • Employee Involvement: Engaging all employees in the quality improvement process.
  • Continuous Improvement: Enhancing products, services, and processes continually.
  • Supplier Partnership: Building strong relationships with suppliers to ensure quality standards are met.
  • Benchmarking: Comparing organizational performance with industry leaders to improve quality.
  • Process Design: Creating efficient processes that minimize variability and errors.
  • Product/Service Design: Designing products and services that meet customer needs and expectations.

Features of Services

  • Intangibility: Services cannot be seen, touched, or stored.
  • Inseparability: Services are produced and consumed simultaneously.
  • Perishability: Services cannot be stored for future use.
  • Variability: The quality can vary depending on who, when, where, and how it is provided.
  • Lack of Ownership: Consumers experience or use the service but don't own it.

Customer Delight

  • Customer delight involves exceeding customer expectations through high-quality products or services.
  • This entails meeting their needs and providing unexpected value or satisfaction.

Kano Model

  • Must-be (Basic Needs): Fundamental features customers expect. Lacking these leads to dissatisfaction.
  • One-Dimensional (Performance Needs): Features that improve significantly with increased functionality, leading to increased satisfaction.
  • Attractive (Excitement Needs): Features customers do not expect, but are delighted by.
  • Indifferent: Features customers don't particularly care about, whether present or absent.
  • Reverse: Features that cause dissatisfaction if present, but satisfaction if absent.

Empowerment

  • Empowerment provides employees with the skills, confidence, and commitment to take responsibility for improving processes and meeting customer needs.

Teams

  • A team is a group of people who work together to achieve common goals.

Benefits of Employee Involvement in TQM

  • Increased employee morale and job satisfaction, productivity, efficiency.
  • Improved quality of products and services.
  • Higher levels of innovation and creativity.
  • Increased organizational commitment and loyalty.

Deming's 14 Points

  • Dr. William Edwards Deming's 14 points are key principles proposed to establish a culture of continuous improvement and quality excellence.

Theories of Motivation (Maslow & Herzberg)

  • Maslow's Theory of Hierarchy of Needs: This hierarchy outlines five levels of human needs: survival, safety, social, esteem, and self-actualization.
  • Herzberg Two-Factor Theory: Hygiene factors (extrinsic factors, such as salary, company policies, and working conditions) and motivators (intrinsic factors, such as achievement, recognition, and responsibility) are separate elements in motivating employees.

Key Components of Employee Involvement

  • Employee Motivation: The level of commitment, energy, and creativity employees bring to their work.
  • Teamwork: Collaborative efforts to achieve a common goal.
  • Effective Communications: Clear, concise, and accurate information exchange.
  • Training and Mentoring: Developing skills and enhancing knowledge.
  • Recognition and Reward: Acknowledging and appreciating employees' efforts.
  • Feedback and Performance Appraisal: Providing information about performance and assessing work.
  • Leadership for TQM: Guiding an organization's vision toward continuous improvement and satisfaction.

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Description

This quiz explores the key concepts of Total Quality Management (TQM), focusing on improving quality in organizations and the importance of customer satisfaction. Participants will learn about the distinctions between product quality and service quality, and how to foster a culture of accountability and continuous improvement.

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