Total Quality Management Overview

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Questions and Answers

What is the primary goal of Total Quality Management?

To maximize profit without regards to quality

To eliminate all forms of management hierarchy

To maintain the status quo in management practices

To achieve fitness to purpose across the organization (correct)

Which of the following is NOT a basic approach to Total Quality Management?

Utilize the entire workforce effectively

Focus on continuous improvement of processes

Treat suppliers as partners

Involve only top management in decision making (correct)

What did Walter Shewhart contribute to the field of Quality Management?

Developed Zero Defects concept

Formulated Juran's Trilogy

Established Design of Experiments

Created Control Chart Theory (correct)

Which quality management guru developed the ANOVA technique?

Ronald Fisher Signup and view all the answers

Kaoru Ishikawa is best known for which of the following contributions?

Creating the Ishikawa Diagram Signup and view all the answers

What is a key component of the TQM framework concerning customers?

Maintaining an unwavering focus on all customers Signup and view all the answers

What is meant by 'Reliability' in the context of product performance?

The consistent performance over time Signup and view all the answers

Which of the following best describes the 'Dimensions of Quality' related to 'Features'?

Secondary characteristics such as additional functionalities Signup and view all the answers

Which option best describes an obstacle in organizational effectiveness?

Lack of continuous training and education Signup and view all the answers

What is Edward Deming known for in the context of Total Quality Management?

His 14 Principles of Management Signup and view all the answers

According to Deming’s philosophy, what step focuses on improving leadership within an organization?

Teach and institute leadership Signup and view all the answers

What is a barrier to pride in workmanship related to organizational understanding?

Workers being blamed for system problems Signup and view all the answers

Which factor contributes to a product's 'Durability'?

The useful life of a product Signup and view all the answers

Which of the following is NOT part of Deming's recommendations for organizational change?

Increase numerical quotas for productivity Signup and view all the answers

In the context of service, what does effective interaction entail?

The courtesy of the waiter Signup and view all the answers

When considering conformance, which aspect is essential?

Meeting specifications and industry standards Signup and view all the answers

Study Notes

Total Quality Management

Total Quality Management (TQM) aims to achieve fitness for purpose by managing an organization's entirety.
TQM involves:
- Committed and involved management
- Focus on both internal and external customers
- Utilizing and engaging the entire workforce
- Continuous improvement of business and production processes
- Partnering with suppliers
- Establishing performance measures for processes

TQM Gurus

Walter Shewhart
- Developed Control Chart Theory and the PSDA Cycle
- Author of "Economic Control of Quality of Manufactured Products"
Ronald Fisher
- Developed the Design of Experiments and the ANOVA technique
- Authored "Statistical Methods for Research Workers" and "Design of Experiments"
Edward Deming
- Developed Deming's 14 Principles
- Author of "Out of Crisis" and "Quality, Productivity and Competitive Position"
Joseph Juran
- Developed Juran's Trilogy
- Authored "Juran's Quality Control Handbook"
Armand Feigenbaum
- Prioritized customer satisfaction in quality management
- Authored "Total Quality Control"
Kaoru Ishikawa
- Focused on Statistical Process Control
- Developed the Ishikawa Diagram
Philip Crosby
- Advocated for Zero Defects and "doing it right the first time"
- Authored "Quality is Free" and "Quality Without Tears"
Genichi Taguchi
- Developed the Loss Function to unify cost, target and variation
- Focused on Taguchi Quality Engineering

Dimensions of Quality

Performance: Primary characteristics of a product (e.g., a mobile phone's ability to send/receive signals)
Features: Secondary characteristics of a product (e.g., a mobile phone's camera)
Conformance: Meeting specifications and industry standards (e.g., USB 2.0)
Reliability: Consistent performance over time (e.g., consistent quality of food at a restaurant)
Durability: Useful life of a product (e.g., a marker's mileage)
Service: Problem and complaint resolution (e.g., service level of Jockey 777 vs. Singer)
Interaction: Human-to-human interface (e.g., waiter courtesy)
Aesthetics: Sensory characteristics (e.g., color and design)
Reputation: Past performance and other intangibles (e.g., being ranked number one since 1972)

Obstacles to TQM

Lack of management commitment
Inability to change organizational culture
Improper planning
Lack of continuous training and education
Incompatible organizational structures and isolated individuals/departments
Ineffective management techniques and lack of access to data and results
Inadequate attention to internal and external customers
Insufficient use of empowerment and teamwork
Failure to continuously improve

Deming's Philosophy

14 Principles:
- Create and publish organizational aims and purposes
- Adopt a new philosophy
- Understand the purpose of inspection
- Stop awarding business based solely on price
- Continuously improve the system
- Institute training
- Teach and institute leadership
- Drive out fear, create trust, and foster a climate for innovation
- Optimize team, group, and staff area efforts
- Eliminate exhortations for the workforce
- Eliminate numerical quotas and management by objectives
- Remove barriers to pride in workmanship
- Encourage education and self-improvement
- Take action to accomplish the transformation

Barriers to Pride in Workmanship

Workers lack understanding of the organization's mission
Workers are blamed for system problems
Poor design leads to production of "junk"
Inadequate training
Punitive supervision
Ineffective or insufficient equipment is provided

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Description

This quiz covers the principles and practices of Total Quality Management (TQM), focusing on key concepts such as customer satisfaction, continuous improvement, and performance measurement. You'll also learn about influential figures in the TQM movement and their contributions to quality management techniques.