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Questions and Answers
What is the primary goal of Total Quality Management?
Which of the following is NOT a basic approach to Total Quality Management?
What did Walter Shewhart contribute to the field of Quality Management?
Which quality management guru developed the ANOVA technique?
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Kaoru Ishikawa is best known for which of the following contributions?
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What is a key component of the TQM framework concerning customers?
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What is meant by 'Reliability' in the context of product performance?
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Which of the following best describes the 'Dimensions of Quality' related to 'Features'?
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Which option best describes an obstacle in organizational effectiveness?
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What is Edward Deming known for in the context of Total Quality Management?
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According to Deming’s philosophy, what step focuses on improving leadership within an organization?
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What is a barrier to pride in workmanship related to organizational understanding?
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Which factor contributes to a product's 'Durability'?
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Which of the following is NOT part of Deming's recommendations for organizational change?
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In the context of service, what does effective interaction entail?
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When considering conformance, which aspect is essential?
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Study Notes
Total Quality Management
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Total Quality Management (TQM) aims to achieve fitness for purpose by managing an organization's entirety.
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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
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Walter Shewhart
- Developed Control Chart Theory and the PSDA Cycle
- Author of "Economic Control of Quality of Manufactured Products"
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Ronald Fisher
- Developed the Design of Experiments and the ANOVA technique
- Authored "Statistical Methods for Research Workers" and "Design of Experiments"
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Edward Deming
- Developed Deming's 14 Principles
- Author of "Out of Crisis" and "Quality, Productivity and Competitive Position"
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Joseph Juran
- Developed Juran's Trilogy
- Authored "Juran's Quality Control Handbook"
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Armand Feigenbaum
- Prioritized customer satisfaction in quality management
- Authored "Total Quality Control"
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Kaoru Ishikawa
- Focused on Statistical Process Control
- Developed the Ishikawa Diagram
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Philip Crosby
- Advocated for Zero Defects and "doing it right the first time"
- Authored "Quality is Free" and "Quality Without Tears"
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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
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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.
