Total Quality Management

Question 1

What is the definition of “Total Quality Management”?

Answer 1

Total quality management is a management method to achieve customer satisfaction and high-quality goods and services.

Question 2

Six Sigma

Answer 2

Focuses on the statistical sign for standard deviations (sigma) which at “6” would translate into less than 3.4 defects/mistakes per million.

Question 3

ISO 9001

Answer 3

Established by the International Standards Organization and used globally, this quality standards process revolves around eight principles. (audit/quality basis)

Question 4

Reengineering

Answer 4

Cutting costs by focusing on the customer wants. Overhaul that focuses on the value chain.

Question 5

What is the definition of “Quality Control”?

Answer 5

Quality Control is a process that measures and determines the quality level of products or services.

Question 6

What is the definition of “Quality Assurance”?

Answer 6

Quality Assurance is a complete system to assure the quality of products/services. It is not only a process, but a complete system of management that includes control.

Question 7

What is the definition of “Quality Audit”?

Answer 7

Periodic, independent, and documented examination and verification.

Question 8

Deming’s 14 Points of Quality (1)

Answer 8

Create constancy of purpose - strive for long-term improvement rather than short-term profit.

Question 9

Deming’s 14 Points of Quality (2)

Answer 9

Adopt the new philosophy - don’t tolerate delays and mistakes.

Question 10

Deming’s 14 Points of Quality (3)

Answer 10

Cease dependence on mass inspection - build quality into the process on the front end.

Question 11

Deming’s 14 Points of Quality (4)

Answer 11

End the practice of awarding business on price tag alone - build long-term relationships.

Question 12

Deming’s 14 Points of Quality (5)

Answer 12

Improve constantly and forever the system of production and service - at each stage.

Question 13

Deming’s 14 Points of Quality (6)

Answer 13

Institute training and retraining - continually update methods and thinking.

Question 14

Deming’s 14 Points of Quality (7)

Answer 14

Institute leadership - provide the resources needed for effectiveness.

Question 15

Deming’s 14 Points of Quality (8)

Answer 15

Drive out fear - people must believe it is safe to report problems or ask for help.

Question 16

Deming’s 14 Points of Quality (9)

Answer 16

Break down barriers among departments - promote teamwork.

Question 17

Deming’s 14 Points of Quality (10)

Answer 17

Eliminate slogans, exhortations, and arbitrary targets - supply methods, not buzzwords.

Question 18

Deming’s 14 Points of Quality (11)

Answer 18

Eliminate numerical quotas - they are contrary to the idea of continuous improvement.

Question 19

Deming’s 14 Points of Quality (12)

Answer 19

Remove barriers to pride in workmanship - allow autonomy and spontaneity.

Question 20

Deming’s 14 Points of Quality (13)

Answer 20

Institute a vigorous program of education and retraining -people are assets, no commodities.

Question 21

Deming’s 14 Points of Quality (14)

Answer 21

Take action to accomplish the transformation - provide a structure that enables quality.

Question 22

Six Sigma Quality

Answer 22

Six Sigma quality is one of the most important contributors to total quality management: a set of statistical tools to analyze the causes of product defects.

Question 23

How many mistakes per million in Six Sigma?

Answer 23

At six sigma, a product or process is defect-free 99.99966 perfect of the time - fewer than 3.4 defects or mistakes per million.

Question 24

In the generic value chain, what are the support activities?

Answer 24

Firm infrastructure, human resource management, technology development, procurement.

Question 25

In the generic value chain, what are the primary activities?

Answer 25

Research and development, inbound logistics, operations, outbound logistics, marketing and sales, and services.

Question 26

What is the definition of a quality audit?

Answer 26

Periodic, independent, and documented examination and verification of activities, records, processes, and other elements of a quality system to determine their conformity with the requirements of a quality standard such as ISO 9000. Any failure in their proper implementation may be published publicly and may lead to a revocation of quality certification. Also called conformity assessment or quality system audit.

Question 27

Strategic Triangle

Answer 27

The strategic triangle (3C’s) is a framework used to establish the competitive position of the company in relation to its customers and competitors. The framework is based on the premise that competitive advantage is determined by the ability to deliver greater value to customers at a lower cost than competitors. Strategy is formulated by optimizing the relationships between the players (company, competitors, and customers) based on the strengths to better satisfy the customers.