Total Quality Management

Question 1

What is the CPCF?

Answer 1

Construction Productivity and Capability Fund that comprises incentive schemes that focus on workforce development, technology adoption and capability development in Singapore’s built environment

Question 2

ISO 9001:2000 Expectations (3 points)

Answer 2

Customer Satisfaction
Top management commitment
Continual Improvement

Question 3

Leadership Questions (5 points)

Answer 3

1. Are quality values being practiced in the organization?
2. How often are quality values being reinforced in your meetings with subordinates?
3. Do you set an example for your subordinates?
4. Do you make plans to empower subordinates?
5. Do you emphasize ownership of work to your subordinates?

Question 4

Customer Focus Question (5 points)

Answer 4

1. Are customer surveys conducted?
2. Are focus groups conducted with clients to understand their expectations of the services provided by the organization?
3. Are data sets pertaining to client feedback collected regularly?
4. Is there benchmarking of service quality with competitors?
5. Are roundtable meetings conducted with staff that are constantly in contact with clients, to obtain their feedback?

Question 5

Continuous Improvement Questions (5 points)

Answer 5

1. Are clear continuous improvement methods and/or systems carried out?
2. Is continuous improvement stressed to subordinates during meetings?
3. Does the organization send people for work related courses to further develop qualifications?
4. Does the organization send people for additional training for skills development?
5. Are performance goals reviewed and readjusted when previous goals have been achieved?

Question 6

Teamwork Questions (5 points)

Answer 6

1. Are team members oriented to one another and to the team process?
2. Are team meetings conducted in the organization?
3. Do team members take the initiative to solve problems and improve their processes as a natural course of action?
4. Are rewards given for good team performance?
5. Are teams tracked on progress?

Question 7

Employee Involvement Question

Answer 7

1. Are employees involved with quality meetings?
2. Are there rewards and recognition for good work in the company?
3. Are employees empowered to make important decisions in their scope of work?
4. Is teamwork promoted amongst members in the work area?
5. Are workers held accountable for their work?

Question 8

Customer Supplier Relations Question

Answer 8

1. Are incentives given to suppliers who meet criterias set by the organization?
2. Are suppliers integrated into the internal processes of the organization?
3. Are suppliers allowed to participate in appropriate team meetings in the organization?
4. Does the organization team up with suppliers who meet the standards of the organization?
5. Are surveys conducted to understand how well suppliers know the organization’s standards?

Question 9

Process Improvement Question

Answer 9

1. Is benchmarking done in critical areas of the organization’s activities for making improvement efforts?
2. Are processes measured in the organization?
3. Does the organization set desired outcomes on performance in critical processes?
4. Are these set desired outcomes of the critical processes emphasized to the teams concerned?
5. How often are systems and/or methods used in the organization to promote continued improvement?