Final - TQM

Question 1

What is TQM and its 3 guiding principles?

Answer 1

an organization-wide effort to achieve high product quality based on 3 guiding principles: customer focus, continual improvement, and total participation/teamwork (worker empowerment)?

Question 2

customer focus

Answer 2

quality from the customer perspective; obtain customer feedback

Question 3

continual improvement

Answer 3

constantly seek to improve processes, products, productivity, effectiveness, responsiveness, etc.

Question 4

total participation and teamwork

Answer 4

aka worker empowerment; workers are the inspectors: providing training, authority, rewards

cross-functional, process improvement teams
top management commitment
supplier relationship

Question 5

What are the 4 stages of QM?

Answer 5

1) Quality Inspection
2) Quality Control
3) Quality Assurance
4) TQM

Question 6

What are the steps within quality control in QM

Answer 6

Obtain management support, choose a SPC leader, select a process for pilot study, provide SPC training, construct control charts

Question 7

What are the two types in QA

Answer 7

project-by-project
proces-by-process

Question 8

What steps in the QM process are reactive?

Answer 8

quality inspection, quality control

Question 9

What steps in the QM process are proactive?

Answer 9

QA, TQM

Question 10

Compare and contrast the traditional view of QM to TQM

Answer 10

in a nutshell, traditional view was kind of like how society was like before consumers became the DJs. Traditional views focus on maximizing profits, as opposed to pleasing the customer these days. tasks are specialized, customers not prioritized, workers are not autonomous, management made all decisions. Reverse for TQM.

Question 11

Who was Deming?

Answer 11

The ‘father of quality control’ - founded the Deming Wheel aka PDSA/PDCA cycle: a 14pt quality management philosophy that promoted quality management in japan -> Deming Prize

Question 12

Who was Juran?

Answer 12

Developed Quality Control Handbook, quality trilogy (planning, control, and improvement), cost of quality

Question 13

Who was Crosby?

Answer 13

Quality Guru that preached cost of poor quality, zero defects, Quality is Free

Question 14

T or F: TQM and JIT concepts developed at the same time

Answer 14

false

Question 15

T or F: JIT philosophy was developed before TQM in America

Answer 15

true; but TQM was developed first in Japan

Question 16

Compare and contrast TQM vs JIT

Answer 16

same 3 guiding principles, but JIT is more like changing hardware and TQM is more like changing software. Goals are different: TQM focuses on customer service, JIT focuses on waste reduction.

Question 17

TQM implementation issues

Answer 17

Lack of a genuine quality culture -> forgetting customer-focus and conflict with existing systems
lack of top management support and commitment
over- or under-reliance on quality tools

Question 18

six sigma

Answer 18

a high level of product quality with 3.4 defective parts per million

Question 19

What company was the six sigma program a big success at?

Answer 19

Motorola

Question 20

six sigma program

Answer 20

a QM program with clear business goals, achieved by:
- cutting poor quality costs
- rewarding employees for quality improvement
- training employees -> six sigma black belt certification
- applying a scientific methodology -> DMAIC, statistics, computers

Question 21

black belt program

Answer 21

employee trained and experience in application of statistical techniques, problem solving, project management, team leadership skills

Question 22

DMAIC model

Answer 22

define: problem/opportunity
measure: characteristics that are critical-to-quality
analyze: the problem using benchmarking and gap studies
improve: by reducing variation and reducing defects
control: performance

Question 23

Baldridge Award

Answer 23

USA: created by law in 1987
- manufacturing, service, small biz, education, healthcare
- customer focus, leadership, etc.
- application, initial screening, in-depth examination

no one really applied tho bc time consuming and costly

Question 24

Deming Prize

Answer 24

Japan: created in 1951
- company, business unit, individual
- allowed foreign companies to apply in 1984
- minimum application standards

Question 25

ISO 9000

Answer 25

standards for quality management checking EVERYTHING
- certification of organizations, not products
- uniform quality standards for cross-border transactions

Question 26

ISO 9000 series vs. ISO 14000 series

Answer 26

9000 prioritizes qm, whereas 14000 more so for environmental standards

Question 26

ISO 9000 series vs. ISO 14000 series

Answer 26

9000 prioritizes qm, whereas 14000 more so for environmental standards