operational imptovements

Question 1

SPC

Answer 1

Statistical process control (SPC) is a method for measuring and controlling
quality during a process

Question 2

Total quality management

Answer 2

is the continuous improvement in quality, productivity and
effectiveness obtained by establishing management responsibility for
processes as well as outputs

Question 3

features of TQM include

Answer 3

Prevention of errors before they occur – the aim of TQM is to ‘get
things right first time’. TQM will result in an increase in prevention costs
but internal and external failure costs will fall.
* Continual improvement – quality management is not a one-off process,
but is the continuous examination and improvement of processes.
* Real participation by all – the ‘total’ in TQM means that everyone in the
value chain is involved in the process, including:
Employees – they are expected to seek out, identify and correct quality
problems. Teamwork will be vital. Employees should be empowered to
decide how best to do their work and should be responsible for achieving
targets.
Suppliers – quality and reliability of suppliers will play a vital role.
Customers – the goal is to identify and meet the needs of the customer.
* Commitment of senior management – management must be fully
committed and encourage everyone else to become quality conscio

Question 4

Implementation of a TQM approach

Answer 4

Senior management consultancy: Management must be committed to the programme and should undergo quality training.

Question 5

Implementation of a TQM approach step 2:

Answer 5

establish a quality steering committe: comitte guides company through TQM implementation processs.

Question 6

Implementation of a TQM approach step 3

Answer 6

Presentation and training: Sterring comittee should comminicate benefitts of change programme in order to gain a buy-in.

Question 7

Implementation of a TQM approach: step 4

Answer 7

Establish quality circles : Invloves employees in the quality improvement process

Question 8

Implementation of a TQM approach step 5

Answer 8

Documentation: actions carried out should clearly be documented.

Question 8

Implementation of a TQM approach step 5

Answer 8

Documentation: actions carried out should clearly be documented.

Question 9

Implementation of a TQM approach step 6

Answer 9

Monitor the progress : actual results should be monitored against standard set.