meaning of TQM Flashcards
(12 cards)
elaborate on the meaning of TQM
[enables, continuously, delivery, satisfy] [management, employee, responsible, work, actions]
- TQM enables businesses to continuously improve the delivery of products/services to satisfy the needs of customers
- management ensures that each employee is responsible for the quality of his/her work/actions
5 TQM elements
[continuous, education, total, adequate, monitoring]
- continuous improvement to processes and systems
- education and training
- total customer satisfaction
- adequate financing and capacity
- monitoring and evaluation of quality processes
impact of TQM elements on large businesses: EDUCATION AND TRAINING
[ability, employees] [able, hire, trainers, employees] ; [difficult, effectiveness] [demotivates, don’t, recognition]
ADVANTAGES:
- ability to afford specialised/ skilled employees
- may be able to hire qualified trainers to train employees regularly
DISADVANTAGES:
- it may be difficult to monitor/evaluate the effectiveness of training
- demotivates employees if they don’t receive recognition for training
impact of TQM elements on large businesses: TOTAL CUSTOMER SATISFACTION
[lead, increased] [continuously,positive, image] ; [employees, involved, committed] [monopolistic, bargaining, necessarily, please]
ADVANTAGES:
- may lead to increased competitiveness/profitability
- continuously promote a positive company image
DISADVANTAGES:
- not all employees may be involved/committed to total client satisfaction
- monopolistic companies have increased bargaining power, so they don’t necessarily have to please customers
impact of TQM elements on large businesses: ADEQUATE FINANCING & CAPACITY
[afford, product, market] [afford, quality]
ADVANTAGES:
- able to afford product/market research to gather information
- can afford to purchase quality raw materials and equipment
impact of TQM elements on large businesses: MONITORING AND EVALUATION OF QUALITY PROCESSES
[equipped, done, first] [improve, maintain, standards] ; [viable, check, all] [longer, detect, respond]
ADVANTAGES:
- may be equipped to get things done right the first time
- improve performance and maintain high-quality standards
NEGATIVES:
- it is not viable to check the quality of all products
- it often takes longer to detect problems or respond to weaknesses
expand the acronym PDCA
plan, do, check/analyse, act as needed
application of PDCA steps/model
[P- identify] [D- implement] [C- determine] [A- institutionalise]
PLAN:
- the business should identify the problem
DO:
- implement the processes and systems
CHECK/ANALYSE:
- determine whether it made a difference
ACT AS NEEDED:
- institutionalise the improvement
the role of quality circle as part of continuous improvement to process and systems
[increase, create, investigate]
- increase employees’ morale/motivation
- create harmony and high performance in the workplace
- investigate problems and suggest manageable solutions
impact of TQM if poorly implemented by businesses
[decline, high, setting]
- decline in productivity, because of stoppages
- high staff turnover, because of poor skills development
- setting unrealistic deadlines that may not be achieved
ways in which TQM can reduce the cost of impact
[schedule, improve, work]
- schedule activities to eliminate duplication of tasks
- improve communication about quality challenges, so that everyone can learn from experience
- work closely with suppliers to improve the quality of raw materials
impact of TQM elements on large businesses: continuous improvement to processes & systems
[afford, use, quality, ahead, competitors] [large, resources, check, performance, unit] ; [large-scale, complicate] [risk, changing, working]
ADVANTAGES:
- they can afford to use the services of the quality circles to stay ahead of their competitors
- large businesses have more resources to check on quality performance in each unit
DISADVANTAGES:
- large scale manufacturing can complicate quality control
- risk of changing parts of the business that are working well
