Total Quality Management TQM

Question 1

What is TQM? **

Answer 1

TQM is a management philosophy that strives for continuous improvement in every aspect of the organization. Through total involvement of everyone in the organization. The main goal is to meet or exceed customer expectations/satisfactions.

Question 2

What is the definition of Quality Management **

Answer 2

in the past they focused on quality inspection especially before the product reaches the customers. This is too late it should be “Quality Assurance” everywhere along the supply chain from raw materials to the final product.

Question 3

What are the two types of customers in TQM **

Answer 3

Internal and External

Question 4

What type of customers are we wanting to create **

Answer 4

Accountability customers, Prideful customers, responsible customers, respectful customers

Question 5

What is TQM all about **

Answer 5

Assurance, NOT Inspection

Question 6

Please pause and draw the TQM Diagram **

Answer 6

See separate sheet for answer. :)

Question 7

Name all of the TQM elements *

Answer 7

Empowerment
Teamwork 
Continuous Improvement 
Competitive Bench Marking 
Top management Commitment 
Use of Quality Data 
Supplier Quality/Development 
Knowledge of Quality Tools

Question 8

Empowerment *

Answer 8

Employees with empowerment have the ability to stop the line at any time. We need to build trust because it is missing
They will have the ability to make a difference, and input their own ideas
There will be limited interference from the top
We will let the workers decide on their own
TRUST in the workers

Question 9

Teamwork *

Answer 9

Teamwork forces people to behave and is a way to make empowerment work
Without empowerment, teamwork will not work
Team members must trust in each other and be held accountable

Question 10

Continuous Improvement *

Answer 10

Deming cycle of PDCA is the basis of continuous improvement
It is about the process and not the numbers
Must be documented
A way to check what has been done wrong

Question 11

Competitive Bench Marking *

Answer 11

It is not about copying but it is about learning from the best
Ask for help

Question 12

Top Management Commitment *

Answer 12

Managers need to be aware that changing TQM culture will take a long time
Results could take 5 years
They need to know ins and outs of TQM

Question 13

Use of Quality Data *

Answer 13

Feedback
Can be internal or external
Through surveys interviews and communicate

Question 14

Supplier Quality / Development *

Answer 14

The relationships need to be long term

Work together whenever there is a problem

Question 15

Knowledge of Quality Tools *

Answer 15

Fishbone
Histogram 
Scatter Diagram 
Flow Chart 
Statistical (control chart)

Question 16

Malcom Baldrige National Quality Award

Answer 16

Purpose to ask company to help others improve

1987 to help companies review and structure their quality programs

Question 17

Crosby

Answer 17

Cost of no conformance; Quality is free

Question 18

Deming

Answer 18

14 points for management

Question 19

Juran

Answer 19

Fitness for use (satisfies customer’s needs)

Question 20

Dimensions of design quality

Answer 20

Performance
Features 
Reliability/Durability 
Serviceability 
Aesthetics 
Perceived Quality

Question 21

Define: Quality of the source

Answer 21

Is frequently discussed in the context of conformance quality. This means that the person who does the work takes responsibility for making sure that his or her output meets specifications

Question 22

Dimensions of quality

Answer 22

Look over chart in Study guide

Question 23

Cost of Quality

Answer 23

All of the costs attributable to the production of quality that is not 100% perfect.

Question 24

List and describe examples of Costs

Answer 24

Appraisal Costs
Prevention Costs 
Internal Failure Costs
External Failure Costs 
(description on paper)

Question 25

ISO 9000

Answer 25

Has become an international reference for quality management requirement in business-to-business dealing

Question 26

What are the 8 ISO 9000 Standards based on?

Answer 26

Customer focus 
Leadership
Involvement of people 
Process approach 
System approach to management 
Factual approach to decision making 
Mutually beneficial supplier relationships

Question 27

ISO 14000

Answer 27

Is primarily concerned with environment management.
Monitor the quality of the air, water and soil
A strategic approach by defining the requirements of an environmental management system that can be implemented using the monitoring tools. Inclusion of environment aspects in product design and encourages the development or profitable environment-friendly products and services

Question 28

Six-Sigma

Answer 28

The philosophy and methods companies use to eliminate defects in their products and processes. (Usually 4 defects per million units)

Question 29

List and Describe 6 Analytical Tools for Six Sigma and Continuous Improvement

Answer 29

Flow Chart 
Run Chart 
Data Collection forms 
Pareto Charts 
C&E/ Fishbone Diagram (cause and Effect) 
Opportunity Flow Diagram 
Process Control Chart Features

Question 30

ISO 9000

Answer 30

Has become an international reference for quality management requirement in business-to-business dealing

Question 31

What are the 8 ISO 9000 Standards based on?

Answer 31

Customer focus 
Leadership
Involvement of people 
Process approach 
System approach to management 
Factual approach to decision making 
Mutually beneficial supplier relationships

Question 32

ISO 14000

Answer 32

Is primarily concerned with environment management.
Monitor the quality of the air, water and soil
A strategic approach by defining the requirements of an environmental management system that can be implemented using the monitoring tools. Inclusion of environment aspects in product design and encourages the development or profitable environment-friendly products and services

Question 33

Six-Sigma

Answer 33

The philosophy and methods compoanies use to eliminate defects in their products and processes. (Usually 4 defects per million units)

Question 34

List and Describe 6 Analytical Tools for Six Sigma and Continuous Improvement

Answer 34

Flow Chart 
Run Chart 
Data Collection forms 
Pareto Charts 
C&E/ Fishbone Diagram (cause and Effect) 
Opportunity Flow Diagram 
Process Control Chart Features