8. Total Quality Management

Question 1

Definitions of quality..

Answer 1

1. Satisfying the present and future needs of customer
2. Fitness for purpose or use - Joseph Juran
3. Conformance to requirements

Question 2

Joseph Juran’s def. of quality and it’s elements

Answer 2

Quality is fitness for purpose or use
2 elements:
- Product features that satisfy customer needs
- Freedom from deficiencies

Question 3

W Edwards Deming Quality triangle

Answer 3

Management commitment
Interrelationships
Statistical methodology

Question 4

W Edwards Deming Improve interrelationships by:

Answer 4

• Don’t award contracts on price alone
• Driving out fear (workers of boss)
• Break down barriers between departments - give workers a voice
• Eliminate slogans/posters
• Eliminate numerical quotas

Question 5

W Edwards Deming Apply statistical methodology

Answer 5

• Cease dependence on inspection to achieve quality
• Improve constantly and forever
• training on the job
• programme of education and retraining

Question 6

W Edwards Deming Management commitment

Answer 6

• Create constancy of purpose for continual improvement of product and service
• Adopt new philosophy for economic stability
• permanent commitment to ever-improving quality and productivity

Question 7

The Deming Cycle

Answer 7

— 1. Plan
| 2. Do
| 3. Check
— 4. Act

Question 8

Who are the customers? (Juran)

Answer 8

Anyone impacted by the process/product

• internal and external
• processors, merchants, ultimate users, community

Question 9

Quality Function Deployment chart key features:

Answer 9

Customer attributes (eg. robust) - ranked by importance
Vs. Engineering characteristics (eg. weight)

REMINDER: watch mediasite on this (Lec. 8)

Question 10

Total Quality Management Triangle

Answer 10

Commitment
Involvement
Scientific Knowledge

Question 11

Principles of TQM:

Answer 11

Customer focused organisation
Leadership for unity of purpose
Involvement of people
Process approach
System approach to management
Continual Improvement
Factual approach to decision making
Mutually beneficial supplier relationships

Question 12

Universal Breakthrough Sequence

Answer 12

Proof of need
Project identification
Organisation for improvement
The diagnostic journey
Remedial action
Breakthrough in cultural resistance to change
Hold the gains – control at the new level