TQM L1 Flashcards
A customer-oriented philosophy and strategy that is focus to provide quality products and services.
TQM
An american quality experts that help the japanese to apply concepts of tqm
Edward Deming
Members of organization make consistent efforts to achieve the objective of customer delight to systematic efforts for improvement of the organization
Total
According to Juran it is a fitness for use and suitability for use by the customer
Quality
It is to improve quality, cost decreases fewer,defects, improve productivity, capture the market with lower prices, stay in the business, providing more jobs
Japanese chain reaction
Dimensions of Quality
Functionalilty
Reliability
Usability
Maintainability
Efficiency
Portability
Core features and characteristics of a product
Functionalilty
Ability of a product to perform as expected over time
Reliability
Refers to how easy the product to be use
Usability
Eas with which a product can be maintained in the original condition
Maintainability
Ratio of output to input
Efficiency
Easily to be transferred and handy
Portability
Generally refers to customer’s comparison of service expectations at it relates the company’s performance
Service Quality
Additional attributes of quality which are applicable to both products and services
Timeliness
Aesthetic
Regulatory requirements Requirements of society
Conformance to Standards
He is the father figure of statistical quality control or SQC and develop the Plan, Do, Check, Act or PDCA cycle for continuous improvement
Dr. Walter A. Shewart
Refers to the efficient use of resources and prompt delivery of service products. It is a measure of how well a company is able to utilize its resources and manage its operations to ensure that that lends are consistently met and tasks are completed in a timely manner.
Timeliness
A product or service should not only perform well but also appear attractive
Aesthetics
Rules that a business must follow the are invoked by designating regulators and compliance officers
Regulatory Requirements
The products should fulfill both the stated and employ requirements imposed by the society
Requirements of the Society
A product or service should conform to the stated and employ requirements of the customers such as a national standards international of standards and industry standards.
Conformance to Standards
He modified pdca cycle of Shewart to the Plan, Do, Study, Act (PDSA) Cycle. He stressed on the importance of suppliers and customers for the business development and improvement
Deming W. Edwards
He identified fitness of quality and popularized the same
Joseph M. Juran
Juran’sp Fitness of Quality
Quality of Design
Quality of Conformance
Availability
Full Service
he was the vice president of international telephone & telegraph. His absolutes of quality are very relevant to tqm
Philip B. Crosby
He was a president of american society of quality control or SQC. He said “Quality and its essence, a way of managing the organization.
Dr. Armand V. feighenbaum
He strongly advocated the use and cause and effect diagrams to provide a true representation of the organizational impacts and procedures. He develop fishbone or Ishikawa diagram for cause and effect analysis.
Kauru Ishikawa
Additional features of service quality
Quality of customer service
Quality of service design
Quality of delivery
It is the efficient effective and empathetic assistance to customers in order to meet and exceed their expectations
Quality of Customer service
It is the practice of making services better to research developing ideas and testing experiences
Quality of Service Design
Measure of the performance quality level delivered by service providers such as productivity effectiveness and efficiency
Quality of Delivery
3 Cost of Quality
Prevention cost
appraisal cost
failure cost
