5.2 - Fundamental Concepts of TQM (Fundamental Principles)

Question 1

____________ occurs when the problems are eliminated permanently. Industrial experience has shown that _____% of all problems are process problems that are solvable only by managers; the remaining _____% are problems that require the action and improvement in performance of individual workers. Thus, quality problems are primarily management problems because only management has the power to
change work processes

Answer 1

Quality improvement; 85; 15

Question 2

Problem solving requires a carefully structured process to ensure that root causes are identified and proposed solutions are verified. Juran’s “project-by-project” quality improvement process provides the following guidelines or distinct steps:

Answer 2

(1) Carefully defining the problem.
(2) Establishing baseline measures of process performance.
(3) Identifying root causes of the problem
(4) Identifying a remedy for the problem
(5) Verifying the remedy actually works
(6) Standardizing or generalizing the solution for routine implementation of an improved process
(7) Establishing ongoing measures for monitoring and controlling the process.

Question 3

A “______________” which is a group of employees appointed by management to solve specific problems that has been identified by management or staffs is responsible for implementing the project-by-project steps.

Answer 3

project team