Total Quality Management Principles

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Questions and Answers

What is the main purpose of quality inspection in the first stage of TQM development?

  • To identify and remove defective products from the production line. (correct)
  • To establish comprehensive quality manuals for the company.
  • To ensure all products meet customer expectations.
  • To improve production processes to prevent defects.

Which of the following was NOT a key element of the quality control stage of TQM development?

  • Supervised skills and training.
  • Standardization of products and processes.
  • Implementation of comprehensive quality manuals. (correct)
  • Written specifications for products and services.

What is the key characteristic that distinguishes total quality management (TQM) from previous stages of quality development?

  • Adoption of a new economic philosophy.
  • Implementation of quality principles in all business aspects. (correct)
  • Focus on achieving specific numerical goals for production.
  • Elimination of all forms of inspection within the company.

Which American expert is credited with advocating for the elimination of mass inspection as a means to achieve quality?

<p>Dr. Edward Deming (A)</p> Signup and view all the answers

According to Deming's 14 management points, what does 'Constancy of Purpose' refer to?

<p>Having a clear and unwavering commitment to continual improvement. (A)</p> Signup and view all the answers

What is the main idea behind Deming's point about 'Cease dependence on Inspection'?

<p>Prevention of defects is more effective than detection of defects. (D)</p> Signup and view all the answers

Which of Deming's 14 management points is directly related to improving communication flow within an organization?

<p>Drive Out Fear (C)</p> Signup and view all the answers

Which of the following management points is NOT directly related to improving communication and collaboration within an organization?

<p>Eliminate Targets (D)</p> Signup and view all the answers

What is the core idea behind 'Quality Councils'?

<p>To facilitate the exchange of information and best practices related to quality management. (B)</p> Signup and view all the answers

According to Garvin, which definition of quality is most relevant in the design stage of a product?

<p>Product-based (A)</p> Signup and view all the answers

Which of the following is NOT a variation of the 'exceptional' concept of quality?

<p>Conformance to specification (A)</p> Signup and view all the answers

Which definition of quality emphasizes the elimination of defects?

<p>Excellence (A)</p> Signup and view all the answers

What is the purpose of the 'Do It All Over Again' principle?

<p>To emphasize the importance of continuous improvement in quality management. (D)</p> Signup and view all the answers

Which of Garvin's definitions of quality is most closely aligned with the concept of 'fitness for use'?

<p>User-based (D)</p> Signup and view all the answers

According to Garvin, how does the definition of quality change as a product moves from design to production?

<p>It shifts from product-based to manufacturing-based. (B)</p> Signup and view all the answers

What is the key characteristic of the 'perfection or consistency' concept of quality?

<p>Meeting established standards and specifications with no defects. (B)</p> Signup and view all the answers

What is the key idea behind the "fitness for purpose" definition of quality?

<p>Fulfilling the intended use and function of a product or service (C)</p> Signup and view all the answers

Which of the following definitions of quality emphasizes the importance of everyone's involvement in quality improvement?

<p>Prevention (A)</p> Signup and view all the answers

What is the central idea of the "value for money" definition of quality?

<p>Providing high-quality products at a reasonable price (B)</p> Signup and view all the answers

Which of the following is NOT a key element of the transformative view of quality?

<p>Cost-effectiveness (B)</p> Signup and view all the answers

What is the core principle behind the concept of 'Value Addedness' in the transformative view of quality?

<p>Expanding and improving the product or service over time (D)</p> Signup and view all the answers

Which aspect of the transformative view of quality aims to give individuals the power to influence their own development?

<p>Empowerment (A)</p> Signup and view all the answers

What do "consumerist charters" primarily achieve?

<p>Promoting transparency and accountability in the production process (D)</p> Signup and view all the answers

How does the text suggest empowering employees benefits a business?

<p>All of the above (D)</p> Signup and view all the answers

What is the main purpose of the 'Quality Improvement Team'?

<p>To develop and implement strategies for continuous improvement. (D)</p> Signup and view all the answers

Which of the following is NOT a step in Juran's 10 steps for quality improvement?

<p>Conduct regular performance reviews to assess employee progress. (D)</p> Signup and view all the answers

What is the significance of 'Zero Defects Day' in Crosby's approach?

<p>It serves as a symbol of commitment to strive for perfection. (C)</p> Signup and view all the answers

Which of the following is a key principle that both Juran and Crosby advocate?

<p>The importance of top management commitment to quality. (B)</p> Signup and view all the answers

What is the primary purpose of 'Cost Of Quality' in Crosby's approach?

<p>To identify and quantify the costs associated with poor quality. (A)</p> Signup and view all the answers

What is the primary focus of 'Encourage Education' in Dr. Juran's 10 steps for quality improvement?

<p>Promoting employee development and continuous learning in all aspects of quality. (A)</p> Signup and view all the answers

What is the main theme of 'Permit Pride Of Workmanship' in Dr. Juran's 10 steps for quality improvement?

<p>Eliminating barriers that hinder employees from achieving their full potential. (D)</p> Signup and view all the answers

Flashcards

Quality Inspection

The first stage of TQM where poor quality products were discarded or reworked.

Quality Control

The second TQM stage focused on supervision, measurement, and standardization.

Quality Assurance

The third stage ensuring products meet customer needs through various quality activities.

Total Quality Management

The fourth stage integrating quality management principles into all business activities.

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Dr. Edward Deming

Prominent expert credited with advancing Total Quality Management in the 1950s.

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Constancy of Purpose

A principle emphasizing continuous improvement in products and services.

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Drive Out Fear

Encouraging communication and reducing fear within the organization.

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Break Down Barriers

Encouraging collaboration between different departments and staff.

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Pride of Workmanship

The right of workers and managers to take pride in their work by removing barriers.

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Encourage Education

Promote a program for self-improvement and education for everyone.

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Top Management Commitment

The unwavering dedication from top management towards quality improvement.

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Juran's Steps for Quality Improvement

A methodical approach including awareness, goal setting, and training for improvement.

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Crosby's Quality Absolutes

Key principles for quality: conformance, prevention, zero defects, and cost of nonconformance.

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Management Commitment in Quality

The clear stance of management to prioritize and support quality initiatives.

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Employee Education in Quality

Training all employees for effective participation in quality improvement.

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Zero Defects Concept

Aim for no defects through systematic preparation and initiatives.

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Perfection in Quality

Philosophy of prevention; involves everyone in quality improvement.

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Fitness for Purpose

Quality relates to how well a product meets its intended purpose.

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Value for Money

Quality assessed based on the cost of requirements against standards.

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Transformative Quality

Focus on fundamental changes and cognitive transcendence in quality.

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Quality Culture

A collective commitment to quality improvement at all levels.

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Accountability in Quality

Ensures quality standards and reliability are met, often in public services.

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Empowerment in Quality

Giving power to participants to influence their own transformations.

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Value Addedness

Exploration of multiple factors contributing to overall quality value.

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Recognition

Appreciating those who contribute to quality management.

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Quality Councils

Groups that regularly share quality management information.

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Quality Improvement Process

A continuous effort to enhance quality over time.

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Garvin's Definitions of Quality

Five different quality definitions in various contexts.

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Transcendent Quality

Quality defined as excellence or high standards.

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User-based Quality

Quality measured by fitness for use by the user.

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Manufacturing-based Quality

Quality defined by conformance to specifications.

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Study Notes

Historical Evolution of Total Quality Management

  • Quality Inspection: Early stage where poor quality products were separated, reworked, scrapped, or sold as lower quality. Inspection was the primary focus.
  • Quality Control: Quality was controlled through supervised skills, written specifications, measurements, and standardization.
  • Quality Assurance: This stage builds on previous ones to provide confidence that products/services meet customer needs. Activities included quality manuals, cost of quality analysis, process control, and quality system audits.
  • Total Quality Management (TQM): The fourth stage, focusing on applying quality principles and concepts to every aspect of business activities.

Principles of Total Quality Management

  • Developed in the 1950s, attributed to various American experts like Edward Deming, Joseph Juran, and Philip Crosby.
  • Deming's 14 Management Points for Quality Improvement (1982):
    • Constancy of purpose for continual improvement of products/services.
    • Adopting a new philosophy focused on the new economic age.
    • Eliminating reliance on mass inspection.
    • Ending "lowest tender" contracts based solely on price.
  • Juran's 10 Steps for Quality Improvement (1980):
    • Building awareness of the need for improvement.
    • Setting goals for improvement.
    • Organizing to reach the goals.
    • Providing training.
    • Carrying out projects to solve problems.
    • Reporting progress
    • Rewarding achievements
    • Communicating results
    • Tracking performance
    • Maintaing momentum through annual improvements.
  • Crosby's 14 Steps for Quality Improvement (1982):
    • Management commitment to quality.
    • Quality improvement teams.
    • Measuring non-conformance.
    • Cost of Quality analysis.
    • Quality awareness.
    • Corrective action.
    • Launching Zero Defects Day.
    • Employee education.
    • Planning Zero Defects Days to create a change.
    • Goal setting and action.
    • Error cause removal.
    • Management recognition.
    • Quality councils.

Different Definitions of Quality

  • Transcendent: Excellence, a subjective ideal.
  • Product-based: Focus on features and attributes.
  • User-based: Fitness for use, satisfaction in relation to intended function.
  • Manufacturing-based: Conformance to specifications.
  • Value-based: Satisfaction relative to price.
  • Five Discrete and Interrelated Definitions (Garvin, Harvey, and Green, 1993) including: exceptional, perfection/consistency, fitness for purpose, value for money, transformative.

Quality and Business Strategies

  • Consumer charters (or similar) improve quality by keeping producers/providers accountable.
  • Empowering employees to use their knowledge & skills to improve is a vital strategic element for business.

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