chpt 19

Question 1

what does ASQ stand for

Answer 1

American society for Quality

Question 2

How does ASQ define quality

Answer 2

the totality of features and characteristic of a product or service that bears on its ability to satisfy given needs

Question 3

How do you define ASQ quality in other terms

Answer 3

Quality measures how well a product or service meets customers needs

• to be competitive businesses must strive for high level of quality
• customer driven focus

Question 4

What is TQ

Answer 4

Total Quality

Question 5

Describe TQ

Answer 5

people focused management system

• aims at continual increase in customer satisfaction at continually lower real costs
• integral part of high-level strategy
• works horizontally across function and departments
• involves all employees, top to bottom also includes, supply chain and customer chain

Question 6

What 3 Quality Management Principles is TQ Based on

Answer 6

1. a focus on customers and stakeholders
2. participation and teamwork throughout the organization
3. focus on continuous improvement and learning

Question 7

What are the 3 quality management frameworks

Answer 7

1. Malcolm Baldridge quality award
2. ISO 9000 standards
3. Six sigma Philosophy

Question 8

Explain the Malcolm Baldrige National Quality Award

Answer 8

• Given by president of USA
• Judged to be outstanding in 7 areas

1. leadership
2. strategic planning
3. customer and market focus
4. Measurement
5. Analysis
6. Knowledge Management
7. Human Resource focus
8. Process management
9. Business results