CHAPTER 1: INTRODUCTION TO TOTAL QUALITY MANAGEMENT Flashcards
T/F
Quality is a lot more than the nonexistence of defects which allows companies to meet customer expectations. Quality needs-controlled process improvement, allowing companies to exceed customers’ expectations. Quality will let companies re-establish pride and loyalty in their organizations. Quality can only be attained by the nonstop improvement of all systems and processes in the organization, not simply the production of products and services but also the design, development, service, purchasing, administration, and, indeed, all aspects of the transaction with the customer. Each one must work in concert toward a similar end.
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T/F
Quality can only be observed through the eyes of the customers.
T
In his book Managing Quality, Harvard Professor _______ summarized five principal approaches to defining quality
David Garin
Five principal approaches to defining quality
- Transcendent
- Product-based
- User-based
- Manufacturing-based
- Value-based
“I can’t define it, but I know it when I witness it.”
Transcendent
Quality is observed as a quantifiable or measurable characteristic or attribute. The yardstick for measurement may be deceptive, where quality is founded on individual taste or preference.
Product-based
This definition is founded on the idea that quality is an individual issue and products that best please their preferences (perceived quality) are those with the highest quality.
User-based
The definition is focused mainly on engineering and manufacturing practices and uses the universal definition of “conformance requirements.” This approach goes against Crosby’s concept of “quality is free.”
Manuufacturing-based
It is defined using costs and prices as well as the number of attributes. Hence, the consumer’s purchase decision is founded on quality at an up-to-standard price. This approach is based on two criteria which are quality and value.
Value-based
Three Types of Quality Types
- Quality of Design
- Quality of Conformance
- Quality of Performance
_______ is all about set characteristics that the product or service must minimally have to satisfy the requirements of the customer based on market research.
Quality of design
Quality of design is influenced by many factors, such as ________________________
product type, cost, profit policy, demand for the product, availability of parts and materials, and product reliability.
________ is basically meeting the standards or user-based characteristics defined in the design phase after the product is manufactured or while the service is delivered.
Quality of Conformance
_________ is how sound the product functions or service performs when used. It measures the degree to which the product or service pleases the customer from the angle of quality of design together with the quality of conformance.
Quality of performance
QUALITY LEVELS
- Organizational Level
- Process Level
- Individual Level or Performer/Job/Task Design Level
__________ are quality features for a customer.
Timeliness, accessibility, and value for money
The __________ requirements revolve around its customers’ quality requirements.
Organizational level quality
At the _______, units of the organization are categorized into functions or departments like marketing, operations, finance, human resource, and so on.
process level
