Important Questions and Answers: Total Quality Management (TQM) Principles

1. What is a vision statement?   Give an example.

The vision statement is a declaration of like five to .ten years in a future

2. What are the factors influencing customer satisfaction?

The factors influencing customer satisfaction are: Performance

Features Service Warranty Price Reputation

3. What are quality statements?

1. Vision Statements

2. Mission Statements.

3. Quality Policy Statements.

4.Define Customer Retention?

Customer retention represents the activities Customer satisfaction that creates customer loy Bottom line. It is the nexus between the custom

5. Customer retention is more powerful than customer satisfaction. Why.

Customer retention is more powerful than customer satisfaction:

a.over 60% of an organizations future revenue will come from existing customers.

b.a 2% increase in customer retention has an equivalent impact upon profitability as a 10% reduction operating costs.

c.91% of the unhappy customers will never purchase goods and services from you again. d. it costs 5 times as much to attract a new customers as it costs to keep an old one.

6. What are the conditions necessary for empowerment?

According to theory of motivations, people would get motivated to work for recognition and reward. They have a like for work. This behavior is known as proactive behavior.

Some people have a dislike for work. Punishment only can motivate the people. This behavior is known as reactive behavior.

7.What are therrierscommonto ba progress?

Lack of union support Insufficient training Incompatible rewards and compensation First-line supervisor resistance Lack of planning Lack of management support Access to information systems

8.               Whatis a Kaizen?

Kaizen is a Japanese word for the philosophy continuously encouraging and implementing small process of continuous improvementprocessinsmallore increffi effective, under control and adaptable.

9.               State Frederick Herzbe-factor Decg’stheory?

Herzberg found that people were motivated by achievement and. the work itself

10.Define 5S?

5S Philosophy focuses on effective work place 5S simplifies your work environment,-valueactivityimprovingreduceswhilequaliwas efficiencyfety .and sa Sort–(Seiri) the first S focuses on eliminatingSet un In Order(Seiton) is the second of the 5Ss and focus Shine:(Seiso) Once you havend eliminatedjunkthatclogginghastheworkbeenyoclutter areas and identified and located the necessary I area.

Standard(Seiketsu)z: Once the first threeconcentrate5S’shave on standardizing best practice in your work area. Sustain:(Shitsuke) This is by far the most difficul Once fully implemented, the 5S procimpressionscan ioncr customers, and ndincreaseorganizationeffciency. a

11. What is meant by recognition and reward?

Recognition is a form of employee motivation in which the organization openly acknowledges the positive contribution an individual or team has made to the success of the organization. It may be either in oral or writing praising the deserving employee by presenting certificates or members .they may also be rewarded by cash awards. Reward is something tangible such as cash award to promote desirable behaviour. Reward can be delayed but recognition cannot be delayed & should be on a timely basis.

12. What is the need for performance appraisal?

The purpose of performance appraisal is to let the employees know how they are doing & provide a basis for promotion & salary increase, counseling and other purposes relating the employees future. Employees should be aware of the process of appraisal. The parameters of evaluation should be known to the employees. The appraisal should point out the employees strength & weakness.

13. Define the terms internal & external customer.

An external customer can be defined in many ways such as the one who uses the product or service, the one who purchases the product or service, or the one who influences the sale of the product or service. An external customer exists outside the organization & falls into three categories current, prospective & lost customers. An internal customer is very important every function whether it is engineering order processing or production has an internal customer- each receives a product or service and in exchange provides a product or service. Every person in a process isconsidered as customer of the preceeding operation.

14. What is Continuous process improvement?

Continuous process improvement is the heart of TQM Process. It consists of measuring key quality parameters and take active steps to improve them. TQM demands structured improvement programmes in all these areas of business administration, customer services, product quality and so on. The main aim of continuous process improvement is to improve the levels of customer satisfaction and reducing the cost of attaining this. The Organization should strive to achieve perfection and quality by continuously improving the production process and business.

15. What is Seiso?

SEISO is a Japanese word, which means Clean up.

Keep the workplace clean. Everyone in the organization from the managing director to the sweeper should undertake this Job.

16Explain. Taguchi Quality loss function

Dr. Genichi Taguchi ,s a own mechanical four demingineerawads who the Quality loss function concept, which combin specifications being of secondary importance. T imparted to societyaproductfrom istheshipptimed. Societal lo customer requirements, failure to meet ideal pe