Podcast
Questions and Answers
Quality is the degree to which a product or service meets or exceeds customer ______.
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.
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 ______.
Quality ensures that customers receive products or services that lead to higher ______.
satisfaction
Product Quality pertains to the characteristics and attributes of a physical ______.
Product Quality pertains to the characteristics and attributes of a physical ______.
Service Quality focuses on the quality of interactions and experiences when customers receive a ______.
Service Quality focuses on the quality of interactions and experiences when customers receive a ______.
Quality reduces rework, defects, and waste, which can lead to cost ______.
Quality reduces rework, defects, and waste, which can lead to cost ______.
Quality builds a positive reputation for an organization, enhancing trust and ______.
Quality builds a positive reputation for an organization, enhancing trust and ______.
Performance is one of the 8 dimensions of ______ quality.
Performance is one of the 8 dimensions of ______ quality.
Services cannot be seen, touched, or stored, which is referred to as ______.
Services cannot be seen, touched, or stored, which is referred to as ______.
Services are produced and consumed simultaneously, a concept known as ______.
Services are produced and consumed simultaneously, a concept known as ______.
Once a service is delivered, it cannot be reused or stored, which is known as ______.
Once a service is delivered, it cannot be reused or stored, which is known as ______.
The quality of services can vary depending on several factors, a characteristic termed ______.
The quality of services can vary depending on several factors, a characteristic termed ______.
Unlike products, services do not result in ______.
Unlike products, services do not result in ______.
Customer delight refers to exceeding customer ______ by providing unexpected value.
Customer delight refers to exceeding customer ______ by providing unexpected value.
Fundamental features that customers expect are referred to as ______ needs.
Fundamental features that customers expect are referred to as ______ needs.
Key aspects of customer delight include emotional connection and ______ in quality.
Key aspects of customer delight include emotional connection and ______ in quality.
The ______ of a product refers to its expected lifespan and resistance to wear and tear.
The ______ of a product refers to its expected lifespan and resistance to wear and tear.
In the SERVQUAL model, ______ refers to the ability of the service provider to deliver accurate, consistent, and dependable services.
In the SERVQUAL model, ______ refers to the ability of the service provider to deliver accurate, consistent, and dependable services.
The dimension of service quality that assesses the physical appearance of service facilities and equipment is called ______.
The dimension of service quality that assesses the physical appearance of service facilities and equipment is called ______.
Customers value ______ as it reflects the willingness and ability of service providers to help them promptly.
Customers value ______ as it reflects the willingness and ability of service providers to help them promptly.
______ is a dimension of service quality that pertains to the competence and courtesy of service personnel.
______ is a dimension of service quality that pertains to the competence and courtesy of service personnel.
______ includes the visual appeal and design of the product or service.
______ includes the visual appeal and design of the product or service.
______ refers to customers' subjective perceptions and impressions of quality.
______ refers to customers' subjective perceptions and impressions of quality.
The five dimensions of service quality were coined by Valerie Zeithaml, A. Parasuraman, and Leonard ______.
The five dimensions of service quality were coined by Valerie Zeithaml, A. Parasuraman, and Leonard ______.
Employee motivation refers to the level of commitment, energy, and creativity that employees bring to their ______.
Employee motivation refers to the level of commitment, energy, and creativity that employees bring to their ______.
Teamwork is the collaborative effort of a group to achieve a common ______ or to complete a task.
Teamwork is the collaborative effort of a group to achieve a common ______ or to complete a task.
Effective communication ensures that messages are understood as intended, minimizing ______ and promoting efficiency.
Effective communication ensures that messages are understood as intended, minimizing ______ and promoting efficiency.
Training is the process of teaching employees specific skills or knowledge to improve their ______ in their current roles.
Training is the process of teaching employees specific skills or knowledge to improve their ______ in their current roles.
Recognition and reward are practices used by organizations to acknowledge and ______ employees for their achievements.
Recognition and reward are practices used by organizations to acknowledge and ______ employees for their achievements.
Feedback is the information provided to employees about their ______, helping them understand where they can improve.
Feedback is the information provided to employees about their ______, helping them understand where they can improve.
Leadership for Total Quality Management involves guiding an organization’s vision and values toward continuous ______ in all processes.
Leadership for Total Quality Management involves guiding an organization’s vision and values toward continuous ______ in all processes.
Performance appraisal is a formal, systematic ______ of an employee’s work performance.
Performance appraisal is a formal, systematic ______ of an employee’s work performance.
Employees want good ______ as part of their job satisfaction.
Employees want good ______ as part of their job satisfaction.
According to Maslow, ______ refers to the need for safety in the workplace.
According to Maslow, ______ refers to the need for safety in the workplace.
The ______ theory emphasizes both intrinsic and extrinsic factors influencing employee motivation.
The ______ theory emphasizes both intrinsic and extrinsic factors influencing employee motivation.
An essential component of employee involvement is effective ______.
An essential component of employee involvement is effective ______.
Motivators according to Herzberg include achievement, recognition, and ______.
Motivators according to Herzberg include achievement, recognition, and ______.
Maslow's theory identifies ______ as the highest level of needs for personal growth.
Maslow's theory identifies ______ as the highest level of needs for personal growth.
Hygiene factors are related to ______ and external work conditions.
Hygiene factors are related to ______ and external work conditions.
Employees seek ______ in their roles for professional development opportunities.
Employees seek ______ in their roles for professional development opportunities.
If these are missing or poorly implemented, customers will be dissatisfied, but fulfilling them doesn't necessarily increase ______ significantly.
If these are missing or poorly implemented, customers will be dissatisfied, but fulfilling them doesn't necessarily increase ______ significantly.
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 ______.
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 ______.
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 ______.
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 ______.
Indifferent features are those that customers don't feel strongly about, whether they are present or absent, and do not affect ______ or dissatisfaction.
Indifferent features are those that customers don't feel strongly about, whether they are present or absent, and do not affect ______ or dissatisfaction.
Reverse features can cause dissatisfaction if present and ______ if absent, usually because different customers have different preferences.
Reverse features can cause dissatisfaction if present and ______ if absent, usually because different customers have different preferences.
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.
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.
Organizations aim to enhance customer satisfaction by improving quality across all aspects of their ______.
Organizations aim to enhance customer satisfaction by improving quality across all aspects of their ______.
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 ______.
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 ______.
Flashcards
Quality
Quality
The degree to which a product or service meets or exceeds customer expectations, ensuring a product or service is free from defects, consistent, and satisfying customer needs.
Product Quality
Product Quality
The characteristics and attributes of a physical product, including durability, reliability, and aesthetics.
Service Quality
Service Quality
The quality of interactions and experiences when customers receive a service, including responsiveness, empathy, and reliability.
Customer Satisfaction
Customer Satisfaction
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Competitive Advantage
Competitive Advantage
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Cost Savings
Cost Savings
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Performance (in product quality)
Performance (in product quality)
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Total Quality Management (TQM)
Total Quality Management (TQM)
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Features
Features
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Reliability (Product)
Reliability (Product)
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Conformance
Conformance
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Durability
Durability
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Serviceability
Serviceability
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Aesthetics
Aesthetics
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Reliability (Service)
Reliability (Service)
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Tangibles
Tangibles
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Kano Model
Kano Model
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Performance Needs
Performance Needs
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Excitement Needs
Excitement Needs
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Indifferent Needs
Indifferent Needs
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Reverse Needs
Reverse Needs
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Employee Involvement
Employee Involvement
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Customer Perceived Quality
Customer Perceived Quality
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Total Quality Management (TQM)
Total Quality Management (TQM)
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Employee Wants
Employee Wants
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Maslow's Hierarchy
Maslow's Hierarchy
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Herzberg's Two-Factor Theory
Herzberg's Two-Factor Theory
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Motivators (Herzberg)
Motivators (Herzberg)
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Hygiene Factors (Herzberg)
Hygiene Factors (Herzberg)
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Employee Involvement
Employee Involvement
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Employee Motivation
Employee Motivation
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Two-Factor Theory
Two-Factor Theory
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Employee Motivation
Employee Motivation
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Teamwork
Teamwork
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Effective Communication
Effective Communication
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Training & Mentoring
Training & Mentoring
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Recognition & Reward
Recognition & Reward
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Feedback & Appraisal
Feedback & Appraisal
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Leadership for TQM
Leadership for TQM
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Key Components of Employee Involvement
Key Components of Employee Involvement
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Intangibility (Services)
Intangibility (Services)
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Inseparability (Services)
Inseparability (Services)
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Perishability (Services)
Perishability (Services)
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Variability (Services)
Variability (Services)
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Lack of Ownership (Services)
Lack of Ownership (Services)
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Customer Delight
Customer Delight
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Must-Be Needs (Kano Model)
Must-Be Needs (Kano Model)
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Core TQM Principles
Core TQM Principles
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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.
