CHAPTER 6 : TQM Flashcards
has been the most prominent and visible approach to quality to evolve from the work of Deming and the early quality gurus.
Total Quality Management
TQM originated in the
1980s as a ____________ management approach to quality improvement
Japanese style
philosophy for managing an organization centered on quality and customer satisfaction as “the” strategy for achieving long-term success
TQM
TQM - philosophy for managing an organization…
QMS - systematic approach to achieving quality …
common characteristics
customer satisfaction and employee involvement
A primary role of management is to ______ an organization in its daily operation and to
maintain it as a viable entity into the future.
lead
__________ plays a critical role in TQM.
Management
refers to a quest for quality in an organization.
TQM
three key philosophies
- never ending push to improve (continuous improvement)
- involvement of everyone
- a goal of customer satisfaction
Elements are incorporated in product or service design that make it virtually impossible for an employee (or sometimes a customer) to do something incorrectly.
Fail-safing or Foolproofing
other elements of TQM
- Continuous improvement.
- Competitive benchmarking.
- Employee empowerment.
- Team approach.
- Decisions based on facts rather than opinions.
- Knowledge of tools.
- Supplier quality.
- Champion.
- Quality at the source.
- Suppliers are partners in the process, and long-term relationships are encouraged.
Do it the first time
Pokayoke
reflects whole new attitude towards quality
TQM
To truly reap the benefits of TQM, an organization must __________________________
Change its culture
