Chapter 1: total quality management

Question 1

Quality - customer and manufacturer side

Answer 1

Customer side:
- subjective
- different expectation
- implicitly clear
- not always easy to make explicit
- may change in time

manufacturer side:
- focus on customer group
- difficult to collect requirements
- difficult to translate into technical specifications

Question 2

Quality?

Answer 2

A dynamic state associated with products, services, people, processes, and environments that meets or exceeds expectations and helps produce superior value

Question 3

Total quality?

Answer 3

• encompasses all 3 elements of superior value (cost, quality and service)
• continually improving the quality of products, services, processes and costs
• measures
• people
• processes

Question 4

Traditional view VS total quality view

Answer 4

1. productivity VS quality
   - in conflict VS quality leads to productivity
2. how quality is defined
   - meeting customer expectations VS satisfying customer needs and exceeding customer expectations
3. how quality is achieved
   - inspection into product VS determined by product and process design and achieved by effective control techniques
4. how quality is measured
   - establish nonconformance and measuring against that is an acceptable level of benchmark VS establishing high-performance benchmarks for customer satisfaction and continually improving performance
5. quality as a function
   - separate VS integrated into all aspects of the organization
6. supplier relationships
   - pressure VS partnering
7. responsibility
   - employees VS management
8. attitude towards defects
   - part of it, per 100 VS to be prevented using effective control systems, per million

Question 5

Key elements of total quality

Answer 5

1. Strategically based
2. Scientific approach
3. Teamwork
4. Obsession with quality
5. Customer focus
6. Education and training
7. Peak performance
8. Freedom through control
9. Employee involvement and empowerment
10. Unity of purpose
11. long-term commitment
12. Continual process improvement

Question 6

Total quality management: common errors

Answer 6

• senior management delegation process and poor leadership
• team mania
• deployment process
• taking a narrow, dogmatic approach
• confusion about education, awareness, inspiration and skill building

Question 7

Deming

Answer 7

• quality cycle
• 14 points
• 7 deadly diseases

Question 8

Quality cycle

Answer 8

1. Plan: conduct customer research and use it in planning the product
2. Do: produce product
3. Check: check the product to make sure it was produced in accordance with the plan
4. Act: market product
5. Analyze: how the product is received

Question 9

Juran

Answer 9

• 3 basic steps to progress
• 10 steps to quality improvement
• pareto principle
• Juran’s trilogy

Question 10

TQM: 3 basic steps to progress

Answer 10

1. achieve a structured improvements on a continual basis
2. establish an excessive training program
3. establish commitment and leadership on the part of senior management

Question 11

Juran’s trilogy

Answer 11

1. quality planning: developing the products, systems and processes to meet or exceed customer expectations
2. quality control: assessing and protecting quality
3. quality improvement: should be ongoing and continual

Question 12

Crosby

Answer 12

• quality vaccine
• 14 steps to quality improvement
• 4 absolutes of quality management

Question 13

Quality vaccine

Answer 13

1. determination
2. implementation
3. education

Question 14

4 absolutes of quality management

Answer 14

1. Quality must be defined as conformance to requirements - not just as a good thing to do
2. The best way to ensure quality is prevention, not inspection
3. The standard for quality must be zero defects, not “close is good enough”
4. quality is measured by nonconformance, not indexes

Question 15

The future of quality management

Answer 15

• demanding global customers
• changing customer expectations
• new approaches to management
• opposing economic pressures
• VUCA (volatile, uncertain, complex and ambiguous) world