HO3 - L11: Quality Management

Question 1

What are 2 basic quality management systems?

Answer 1

Detection and prevention.

Question 2

What is a detection system?

Answer 2

Bad quality was inspected out at end of line.

Question 3

What is a Quality Management system?

Answer 3

A planned and structured means of achieving quality within a business enterprise.

Question 4

What does quality system consist of?

Answer 4

1. Organisational structure
2. Responsibilities
3. Procedures
4. Processes
5. Resources

Question 5

What are the key features involved in developing quality management system?

Answer 5

1. correct definition of quality?
2. commitment from top management
3. policy
4. quality plan
5. quality assured?
6. quality procedures.
7. traceability?
8. Detail handling, storage, packing and delivery instructions

Question 6

Explain diagram of evolution of quality system.

Answer 6

1. Craftmanship
2. Industrial Rev.
3. Mass Production
4. Quality Control
5. TQC - total quality control
6. TQM - total quality management

Question 7

How has quality become a big issue?

Answer 7

Companies started to realise:
• Marketplace was changing (seller’s market → buyer’s market).
• Competition was increasing.
• Needed a Quality Management System to stay in business.
• Quality is as important as cost.

Question 8

What is quality control?

Answer 8

operational techniques and activities that are used to fulfill
requirements for quality:
Inspection and testing of finished goods.
Limited, informal feedback
Reactive - inspects quality after event.

Question 9

What is quality assurance?

Answer 9

Planned and systematic actions recommended to provide
adequate confidence that a product or service will satisfy given requirement for quality.

Examines people, systems and processes to see if they are capable of producing
high quality.
• Still uses an element of QC to see if “things have gone right”.
• Is proactive – designs in quality.

Question 10

What is TQC

Answer 10

integrated approach to promoting continuous business improvement by the application of modern tools and techniques that will contribute to the performance of the output (product or service).

• Statistical Process Control (SPC)
• “Kaizen” activities
• Six Sigma
• Analysis of cost of quality

Question 11

What TQM?

Answer 11

Company wide management approach to changing attitudes and behaviour resulting in major improvement to the quality of products and services while systemically eliminating waste and promoting continuous improvement.

• Involves ALL departments and ALL staff
• Needful because price has been replaced by quality as the major determining
factor in consumer choice.
• Should improve competitiveness, flexibility and effectiveness
• Need to redesign jobs, systems and procedures.