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TQM: Total Quality Management
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TQM: Total Quality Management
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25 Questions

1. Quality of Design; conformance (target design achieved); Performance (to customers need)

2. 80 to 90% of observed variation; remaining 10 to 20% result from special cause; common causes are also said stable

3. Mainly concerned with QM systems for: Design - Development - Purchase - Production - Installation and service of products

4. Support and encourage contribution from group members; takes emotions and psychological needs of the group - Encouraging - Showing verbal; non verbal support - Harmonizing - reconciling difference among group members - Compromising offering to give

5. Broadly includes material and human inputs; process technology; operating methods and work practices; streams of work activity; information flows; and decision making - Cross-Functional Approach (negotiation across interface) - Technology (deal with

6. Specifically designed to prevent poor quality in products; Ex: Quality Planning: Improvement: Education and Training; Supplier Capability survey etc

7. Process for meeting quality goals during operation

8. Sense of purpose - Discipline - Honesty - Credibility - Common sense - Stamina - Commitment - Steadfastness

9. Determine who the customer; their needs; develop products and system; deploy the plan

10. Based on peer review

11. Customer focus - obsession with quality - recognizing structure of work - freedom through control - unity of purpose - looking for faults in systems - teamwork- continued education and training

12. Based on intuition - Experience - Incomplete info. - Making best decisions possible

13. Relationships - Personal identity - Identity within the org.

14. Establishing acceptable level --> establishing high performance

15. Process for breaking through to unprecedented levels of performance

16. Correct problems - Look upstream - Document problems - Monitor change - Maintain communication

17. Existant problem Approach to the solution of existant is always...

18. Customer focus - leadership - involvement of people - process approach - continual improvement - factual approach to decison making - systems approach to management - Beneficial supplier relations

19. Four parts: A (Appreciation for a system - Set of function or activites within an organization) - Activities - Training - Information - Leadership - Disruption and Management process - According to Deming - most performance appraisal do not recogniz

20. Additional Six Sigma training - Self reliant

21. Given ownershipalong with expecting input

22. The plando-check-act & Analyze (PDCA) cycle

23. Treat common cause as special cause; treat special cause as common cause

24. Discuss (cost; leadership; differentiation; empirical results showing impact) - Relate (Quality to achieve higher profitability) - and Describe (importance of quality in meeting customer expectation in product)

25. Logical - Orderly - step by step - Assumes managers have the time to pursue all steps - Also assumes that complete and accurate info. is available

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