TQMP Part 1 Breeze-Through Flashcards
High-level familiarity with the first half of TQMP terms and concepts.
What is Total Quality Management?
TQM is an integrative management philosophy for the continuous improvement of product and process quality.
What individuals developed TQM?
W. Edwards Deming (primary), Joseph M. Juran, Armand V. Feigenbaum.
How is TQM different from Six Sigma?
The main difference is the approach. TQM is a management approach to long-term success through customer satisfaction.
What does the “Total” in TQM mean?
Quality Management involves everyone and all tasks & activities within a company.
What does the “Quality” in TQM mean?
The degree to which the product (or service) fulfills customer requirements or was produced correctly.
What does the “Management” in TQM mean?
Quality must be managed by planning, organizing, leading, and controlling.
Why is good quality important?
Good Quality leads to higher customer satisfaction and is rewarded by increased profits. Also, TQM believes that preventing defects is cheaper than dealing with the costs of quality failures.
What are the four types of quality costs?
- Prevention
- Appraisal
- Internal failure
- External failure
What are some of the intermediary causes between “improved quality” and “increased profits”?
Higher customer satisfaction Increased sales volume Company's reputation Product liability Market gains Higher price Reduced costs Higher productivity Lower rework/scrap
What are prevention costs?
The costs created from the effort to reduce poor quality.
What are appraisal costs?
The costs of inspecting, testing, and auditing materials and services. This includes inspecting & test, quality audits, sampling, and statistical process control for raw materials, works-in-progress, and finished goods.
What are internal failure costs?
The cost of discovering quality defects before they reach the customer but after appraisal.
Ex: scrapping a product, reworking a product, machine breakdowns/labor errors.
What are external failure costs?
The cost of discovering quality defects after the product has reached the customer.
Ex. The Hubbell telescope
List the Determinants of Product Quality
Performance - main product characteristics, everything works
Conformance - specifications, standards, and customer’s expectations
Perceived Quality - indirect evaluation of quality, reputations, and ratings
Aesthetics - design, taste, soft touch, fit & finish, grade of material used
Reliability - consistency of performance, infrequency of breakdowns
Special features - extra characteristics
Service after sale - warranties, maintenance, handling of complaints
Durability - life of the product, resistance
Safety - risk of injury
List the Determinants of Service Quality
(Input = Customer Requirements) Responsiveness Availability/Access Courtesy/Friendliness Reliability Communication Competence Tangibles Empathy Assurance/Security Credibility Time Courtesy Understanding customers (Output = Customer Satisfaction)
What is service quality?
It is used to describe achievement in service. Formed from:
- Past experiences
- Word of mouth
- Advertisement
Perceived service vs. Expected service
List the 3 Costs/Consequences of Poor Quality
- Loss of business
- Loss of reputation
- Higher costs
A study showed that while a satisfied customer will tell a few people about his or her experience, a dissatisfied customer will tell an average of ___ others.
19
Define kaizen
A Japanese term for continuous improvement
The driving force of TQM is __________.
customer satisfaction
A key philosophy of TQM is _________.
continuous improvement
List the 5 revolving elements of the TQM System Model. What do they revolve around?
- Customer focus
- Planning process
- Process management
- Process improvement
- Total involvement
Continuous improvement
List individual elements of the TQM System Model.
- Leading with objectives
- Customer oriented
- Internal and external customer relations
- Zero-Error program
- Work in processes
- Continuing improvement with measuring units
- Involvement of all employees
- Trainings and further education
- Frequent management audits
The seven basic elements that capture of essence of the TQM philosophy:
- Customer focus
- Continuous improvement
- Employee empowerment
- Quality tools
- Product design
- Process management
- Supplier quality
Define customer focus
The idea that serving customers best starts with a clear understanding of customer needs and the measurement of customer satisfaction.