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Flashcards in Total Quality Management TQM Deck (34)
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1

What is TQM? **

TQM is a management philosophy that strives for continuous improvement in every aspect of the organization. Through total involvement of everyone in the organization. The main goal is to meet or exceed customer expectations/satisfactions.

2

What is the definition of Quality Management **

in the past they focused on quality inspection especially before the product reaches the customers. This is too late it should be "Quality Assurance" everywhere along the supply chain from raw materials to the final product.

3

What are the two types of customers in TQM **

Internal and External

4

What type of customers are we wanting to create **

Accountability customers, Prideful customers, responsible customers, respectful customers

5

What is TQM all about **

Assurance, NOT Inspection

6

Please pause and draw the TQM Diagram **

See separate sheet for answer. :)

7

Name all of the TQM elements *

Empowerment
Teamwork
Continuous Improvement
Competitive Bench Marking
Top management Commitment
Use of Quality Data
Supplier Quality/Development
Knowledge of Quality Tools

8

Empowerment *

Employees with empowerment have the ability to stop the line at any time. We need to build trust because it is missing
They will have the ability to make a difference, and input their own ideas
There will be limited interference from the top
We will let the workers decide on their own
TRUST in the workers

9

Teamwork *

Teamwork forces people to behave and is a way to make empowerment work
Without empowerment, teamwork will not work
Team members must trust in each other and be held accountable

10

Continuous Improvement *

Deming cycle of PDCA is the basis of continuous improvement
It is about the process and not the numbers
Must be documented
A way to check what has been done wrong

11

Competitive Bench Marking *

It is not about copying but it is about learning from the best
Ask for help

12

Top Management Commitment *

Managers need to be aware that changing TQM culture will take a long time
Results could take 5 years
They need to know ins and outs of TQM

13

Use of Quality Data *

Feedback
Can be internal or external
Through surveys interviews and communicate

14

Supplier Quality / Development *

The relationships need to be long term
Work together whenever there is a problem

15

Knowledge of Quality Tools *

Fishbone
Histogram
Scatter Diagram
Flow Chart
Statistical (control chart)

16

Malcom Baldrige National Quality Award

Purpose to ask company to help others improve
1987 to help companies review and structure their quality programs

17

Crosby

Cost of no conformance; Quality is free

18

Deming

14 points for management

19

Juran

Fitness for use (satisfies customer's needs)

20

Dimensions of design quality

Performance
Features
Reliability/Durability
Serviceability
Aesthetics
Perceived Quality

21

Define: Quality of the source

Is frequently discussed in the context of conformance quality. This means that the person who does the work takes responsibility for making sure that his or her output meets specifications

22

Dimensions of quality

Look over chart in Study guide

23

Cost of Quality

All of the costs attributable to the production of quality that is not 100% perfect.

24

List and describe examples of Costs

Appraisal Costs
Prevention Costs
Internal Failure Costs
External Failure Costs
(description on paper)

25

ISO 9000

Has become an international reference for quality management requirement in business-to-business dealing

26

What are the 8 ISO 9000 Standards based on?

Customer focus
Leadership
Involvement of people
Process approach
System approach to management
Factual approach to decision making
Mutually beneficial supplier relationships

27

ISO 14000

Is primarily concerned with environment management.
Monitor the quality of the air, water and soil
A strategic approach by defining the requirements of an environmental management system that can be implemented using the monitoring tools. Inclusion of environment aspects in product design and encourages the development or profitable environment-friendly products and services

28

Six-Sigma

The philosophy and methods companies use to eliminate defects in their products and processes. (Usually 4 defects per million units)

29

List and Describe 6 Analytical Tools for Six Sigma and Continuous Improvement

Flow Chart
Run Chart
Data Collection forms
Pareto Charts
C&E/ Fishbone Diagram (cause and Effect)
Opportunity Flow Diagram
Process Control Chart Features

30

ISO 9000

Has become an international reference for quality management requirement in business-to-business dealing