Block 1 - lecture 3 Flashcards
1
Q
TQM?
A
Total quality management
applying quantitative methods to improve all processes
2
Q
Purpose of TQM?
A
better quality → more productivity → lower costs → Job security
3
Q
TQM approach?
A
- long-term complete management/leadership
- focus on the customer
- workforce utilisation
- continuous improvement
- suppliers as partners
- performance measures
4
Q
How elements of quality/culture change with TQM?
A
Definition - customer orientated Priority - higher Decisions - long term Emphasis - prevention Errors - system Responsibility - everyone Problem solving - teams Procurement - lifecycle costs Manager's role - facilitate not enforce
5
Q
TQM implementation?
A
- management commitment
- worker involvement
- management training in TQM
- timing is important
- quality council
- culture change (core values, vision/mission statement, policy)
6
Q
Quality council?
A
A group of senior managers of functional areas
7
Q
Quality council duties?
A
- core vision
- strategic plan
- training program
- monitor quality
- create quality improvement teams
- reward system
8
Q
types of statements?
A
- vision statement
- mission statement
- quality policy statement
9
Q
TQM strategy planning steps?
A
- customer needs
- customer positioning
- predict the future
- gap analysis
- closing the gap
- alignment
- implement
