Quality - P2 Flashcards
What is TQM?
Total Quality Management
General name given to programmes which seek to ensure that goods and produced and services supplied of the highest quality.
What are the two basic principles of TQM?
‘Get it right, first time’ - costs of prevention are less than cost of correction
Continuous improvement
What are the conformance costs of quality?
Prevention Costs - Costs of ensuring that defects do not occur in the first place
Appraisal Costs - Connected with measuring conformity with requirements. Include costs of inspections
What are the non-conformance costs of quality?
Internal failure costs - Costs of scrap, reworking costs
External failure costs - Repair costs, compensation or replacement unit
What should an organisation do to ensure TQM is successful?
Total commitment through organisation
Get close to customer to understand their needs
Plan to do all jobs right first time
Agree expected performance standards with employee and customer
Implement a company wide improvement process
Continually measure performance levels achieved
Measure the cost of quality mismanagement and the level of firefighting
Demand continuous improvement in everything you and your employee do
Recognise achievements
Make quality a way of life
What are quality circles?
team of four to twelve people usually coming from the same area who voluntarily meet on a regular basis to identify, investigate, analyse and solve work-related problems
What are the benefits of TQM?
Higher quality output
Lower non-conformance costs
Higher customer satisfaction
Goal congruence through employee buy-in
What are the costs arising from TQM?
Increase in conformance costs
Time delay
Resistance to change
