Chapter 14: ISO 9000 and Total Quality

Question 1

What are the foundational principles of ISO 9000?

Answer 1

Customer focus, leadership, engagement of personnel, process approach, improvement, evidence-based decision-making, and
relationship management.

Question 2

What is the ISO 9000 process approach?

Answer 2

1) sources of inputs (internal and external)
2) inputs
3) activities
4) outputs
5) receivers of outputs.

Question 3

What is the overall aim of ISO 9000?

Answer 3

To make registered organizations more competitive.

Question 4

What must Total Quality include?

Answer 4

A quality policy, the quality manual, quality objectives, and forms and records.

Question 5

How can ISO registration benefit an organization?

Answer 5

By improving customer satisfaction, costs, risk management, and, in
turn, competitiveness.

Question 6

Appropriate motivations for implementing ISO 9000 are as
follows:

Answer 6

– To improve operations
– To improve or create a quality management system
– To improve the consistency of quality
– To improve customer satisfaction
– To improve competitive posture
– To conform to the requirements of customers

Question 7

What is the appropriate motivation for implementing TQM?

Answer 7

Desire to continually improve all aspects of an organization.

Question 8

Are ISO 9000 and TQM compatible?

Answer 8

ISO 9000 and TQM are compatible in that ISO 9000 can
be a complementary subset of TQM. ISO 9000 can give
an organization a head start in implementing TQM.