Chapter 2

Question 1

TQM

Answer 1

Is an enhancement to the traditional way of doing business

Question 2

Quality blueprint

Answer 2

Inspection 
Quality control 
Quality assurance 
TQM
Excellence models

Question 3

Basic TQM approach

Answer 3

Management commitment and total support and involvement

Focusing on our customers requirements (int & ext)

Structured approach using the required tools and techniques

Total support and involvement from all corners of the company

Setting of long term, achievable and measurable goals

Training and education

Question 4

12 behaviors or characteristics of successful leaders

Answer 4

Priority 2 ext & int customers

Empower rather than control employees

Emphasis of improvement/ than maintenance

Emphasis on prevention

Encourage collab / compo

Train and coach / direct and supervise

Learn from problems

Continually try n improve communication

Continually demonstrate commitment to quality

Choose suppliers on a basis of quality not price

Choose suppliers on a basis of quality not price

Encourage and recognize team efforts

Question 5

Customer satisfaction

Answer 5

Find out who are the customers

Customer feedback

Procedure for customer complaints

After sales service

Question 6

Continuous improvement

Answer 6

Identify the opportunity

Analyse the current process

Develop optimal solution

Implement changes

Study results

Standardize the solution

Plan for the future

Question 7

Performance measurement

Answer 7

Cost of poor quality

Self assessment awards