Total Quality Management - Introduction
1. Define Total Quality?
TQM is an
enhancement to the traditional way of doing business. It is the art of managing
the whole to achieve excellence. It is defined both a philosophy and a set of
guiding principles that represent the foundation of a continuously improving
organization
2. Define Quality?
Quality =
Performance x Expectations
3. What are the Dimensions of
Quality?
Performance
Features
Conformance
Reliability
Durability
Service
Response
Aesthetics
Reputation.
4. Give the Basic Concepts of
TQM?
A committed and involved management to provide long- term top- to- bottom organizational support. An unwavering focuses on the customer, both internally and externally. Effective involvement and utilization of the entire work force. Continuous improvement of the business and production process. Treating suppliers as partners. Establish performance measures for the processes.
5. State Deming Philosophy?
Create
and publish the aims and purposes of the organization. Learn the new
philosophy.Understand the purpose of inspection.
Stop
awarding business based on price alone. Improve constantly and forever the
system. Institute training. Teach and institute leadership. Drive out fear,
Create trust and Create a climate for innovation. Optimize the efforts of
teams, groups and staff areas. Eliminate exhortations for the work force.
Eliminate numerical quotes for the work force.Eliminate management by
objective. Remove barriers that rob people of pride of workmanship. Encourage
education and self- improvement for everyone.
Take
action for accomplish the transformation.
6. Give the Principles of TQM?
1. Constancy of purpose: short range and long range objectives aligned
2. Identify the customer(s); Customer orientation
3. Identification of internal and external customers
4. Continuous improvement
5. Workflow as customer transactions
6. Empower front- line worker as leader
7. Quality is everybody’s business
8. Customer
orientation to child care services, a marketing perspective
9. Barriers
that exist to a customer orientation
7. Give the Obstacles associated with TQM
Implementation?
I.Lack of
management commitment Inability to change organizational culture
II.
Improper planning Lack of continuous training and
education
III. Incompatible organizational structure and isolated individuals and
IV. departments Ineffective measurement techniques and lack of access to data and
V.
results. Paying inadequate attention to internal
and external customers.
VI. Inadequate use of empowerment and teamwork.
8. Give the Analysis Techniques for Quality Costs?
I.
Trend Analysis
II.
Pareto Analysis
9. Define Quality Costs?
Quality Costs are defined as those costs associated
with the nonachievement of product or service quality as defined by the
requirements established by the organization and its contracts with customers
and society.
10.Give the
primary categories of Quality cost?
I.Preventive
cost category
II. Appraisal cost category
III.
Internal failure cost category IV. External failure
cost category
11.Give the
sub-elements of Preventive cost category?
I.
Marketing/Customer/User
II. Product/Service/Design development
III. Purchasing
IV. Operations/
V.
Quality Administration VI. Other Prevention Costs
12.Give the
sub-elements of Appraisal cost category?
I.
Purchasing appraisal cost
II. Operations appraisal cost
III.
External appraisal cost
IV. Review of test and application data
V.
Miscellaneous quality evaluations
i. Product
or Service Design costs (Internal)
ii. Purchasing
failure costs
iii. Operations
failure costs
14. Give the sub-elements of External failure cost
category?
I.Complaint
investigations of customer or user service
II. Returned goods
III. Retrofit and recall costs
IV. Warranty claims
V. Liability costs
VI. Penalties
VII. Customer or user goodwill
VIII. Lost sales
IX. Other external failure costs
15. Give the typical cost bases?
I.Labor
II. Production
III.
Unit
IV. Sales
16. How will you determine the optimum cost?
a. Make
comparison with other organizations
b. Optimize the individual categories
c. Analyze the relationships among the cost
categories
17. State the Quality Improvement Strategy?
Reduce failure costs by problem solving Invest in
the “right” prevention activities
Reduce
appraisal costs where appropriate and in a statistically sound manner
Continuously evaluate and redirect the prevention effort to gain further
quality improvement.
18. Define Quality Planning?
A quality plan sets out the desired product
qualities and how these are assessed and define the most significant quality
attributes. It should define the quality assessment process. It should set out
which organizational standards should be applied and, if necessary, define new
standards.
19. Give the Objectives of TQM?
a. To develop a conceptual understanding of the basic principles and methods associated with TQM;
b. To develop an understanding of how these
principles and methods have been put into effect in a variety of organizations;
c.To develop an understanding of the relationship between TQM principles and the theories and models studied in traditional management;
d. To do the right things, right the first time, every time.
20.Give the
Quality Hierarchy?
1. Inspection
2. Quality
Control (QC)
3. Quality
Assurance (QA)
4. Total Quality Management Inspect products. Detection Finding & Fixing Mistakes.
21.What is
needed for a leader to be effective?
To be
effective, a leader needs to know and understand the following:
People,
paradoxically, need security and independence at the same time. People are
sensitive to external rewards and punishments and yet are also strongly
self-motivated. People like to hear a kind word of praise People can process
only a few facts at a time; thus, a leader needs to keep things simple. People
trust their gut reaction more than statistical data People distrust a leader’s
rhetoric if the words are inconsistent with the leader’s actions.
22. What is the important role of
senior management?
Listening
to internal and external customers and suppliers through visits,
focus
groups and surveys. Communication. To drive fear out of the organization, break
down barriers, remove system roadblocks, anticipate and minimize resistance to
change and in general, change the culture.
23. What are the general duties
of a quality council?
i. Develop, with input from all personnel, the core values, vision statement, mission statement, and quality policy statement. ii. Develop the strategic long-term plan with goals and the annual quality improvement program with objectives.
iii. Create
the total education and training plan.
iv. Determine
and continually monitor the cost of poor quality.
v. Determine
the performance measures for the organization, approve those for the functional
areas, and monitor them.
vi. Continually,
determine those projects that improve the processes, particularly those that
affect external and internal customer satisfaction.
vii. Establish
multifunctional project and departmental or work group teams and monitor their
progress.
viii. Establish
or revise the recognition and reward system to account for the new way of doing
business.
24. What does a typical meeting agenda contain
after establishing the TQM?
Progress
report on teams Customer satisfaction report
Progress
on meeting goals
New
project teams
Recognition
dinner
Benchmarking
report
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