TQM

Question 1

management approach to long-term
success through customer satisfaction. In a TQM effort,
all members of an organization participate in improving
processes, products, services, and the culture in which
they work.

Answer 1

A core definition of total quality management (TQM)

Question 2

Many of TQM concepts are present in

Answer 2

modern quality management systems,

Question 3

8 principles of total quality
management:

Answer 3

1. COSTUMER FOCUSED
2. TOTAL-EMPLOYEE INVOLVEMENT
3. PROCESS-CENTERED
4. INTEGRATED SYSTEM
5. STRATEGIC AND SYSTEMIC APPROACH
6. CONTINNUAL IMPROVEMENT
7. ACT-BASED DECISION MAKIN
   8.COMMUNICATIONS

Question 4

Total
employee commitment can only be obtained after

Answer 4

fear has been driven from the workplace,
when empowerment has occurred, and when
management has provided the proper environment.
High-performance work systems
integrate continuous improvement efforts with
normal business operations.

Question 5

are one form of empowerment.

Answer 5

Self-managed
work teams

Question 6

s a series of
steps that take inputs from suppliers (internal or
external) and transforms them into outputs that are
delivered to customers (internal or external)

Answer 6

PROCESS

Question 7

Although an organization may
consist of many different functional specialties often
organized into ???? , it is
the ??? interconnecting these
functions that are the focus of TQM

Answer 7

Although an organization may
consist of many different functional specialties often
organized into vertically structured departments, it is
the horizontal processes interconnecting these
functions that are the focus of TQM

Question 8

An integrated business system may be modeled
after the ?? and/or incorporate
???

Answer 8

An integrated business system may be modeled
after the Baldrige Award criteria and/or incorporate
the ISO 9000 standards.

Question 9

connects business
improvement elements in an attempt to continually
improve and exceed the expectations of customers,
employees, and other stakeholders.

Answer 9

integrated system

Question 10

: A critical part of
the management of quality is the

Answer 10

strategic and
systematic approach to achieving an organization’s
vision, mission, and goals.

Question 11

includes
the formulation of a strategic plan that integrates
quality as a core component.

Answer 11

ATRATEGIC MANEGEMENT

Question 12

drives an organization to be both
analytical and creative in finding ways to become
more competitive and more effective at
meeting stakeholder expectations

Answer 12

continual imrpvement

Question 13

In order to know how
well an organization is performing, data on
performance measures are necessary. TQM requires
that an organization continually collect and analyze
data in order to improve decision making accuracy,
achieve consensus, and allow prediction based on
past history.

Answer 13

fact based decision making

Question 14

uring times of organizational
change, as well as part of day-to-day operation,
effective communications plays a large part in
maintaining morale and in motivating employees at
all levels. Communications involve strategies,
method, and timeliness.

Answer 14

communication

Question 15

The methods for implementing TQM approach
come from the teachings of such quality leaders

Answer 15

as Philip B. Crosby, W. Edwards Deming, Armand
V. Feigenbaum, Kaoru Ishikawa, and Joseph M.
Juran

Question 16

The history of total quality management (TQM) began
initially as a term coined by the ??? to describe its Japanese-style management
approach to quality improvemen

Answer 16

The history of total quality management (TQM) began
initially as a term coined by the Naval Air Systems
Command to describe its Japanese-style management
approach to quality improvemen

Question 17

TQM draws on a knowledge of the principles
and practices of:

Answer 17

draws on a knowledge of the principles
and practices of:
 The behavioral sciences
 The analysis of quantitative and nonquantitative
data
 Economics theories
 Process analysiS

Question 18

Some of the first seeds of quality management were
planted as the principles of scientific management
swept through U.S. industry.

Answer 18

1920

Question 19

Businesses clearly separated the processes of planning
and carrying out the plan, and union opposition arose
as workers were deprived of a voice in the conditions
and functions of their work

Answer 19

1920`

Question 20

The Hawthorne experiments in the late ??showed
how worker productivity could be impacted by
participation.

Answer 20

The Hawthorne experiments in the late 1920s showed
how worker productivity could be impacted by
participation.

Question 21

Walter Shewhart developed the methods for statistical
analysis and control of quality.

Answer 21

1930

Question 22

taught methods for statistical
analysis and control of quality to Japanese engineers

Answer 22

W. Edwards Deming

Question 23

Developed the methods for statistical
analysis and control of quality.

Answer 23

WALTER SHEWHART

Question 24

Taught the concepts of controlling
quality and managerial breakthrough.

Answer 24

 Joseph M. Juran

Question 25

a forerunner for the present understanding of TQM, was published.

Answer 25

Armand V. Feigenbaum’s book Total Quality Control,

Question 26

paved the way for quality improvement in many companies.

Answer 26

 Philip B. Crosby’s promotion of zero defects

Question 27

-  W. Edwards Deming taught methods for statistical analysis and control of quality to Japanese engineers and executives. This can be considered the origin of TQM.  Joseph M. Juran taught the concepts of controlling quality and managerial breakthrough.  Armand V. Feigenbaum’s book Total Quality Control, a forerunner for the present understanding of TQM, was published.  Philip B. Crosby’s promotion of zero defects paved the way for quality improvement in many companies.

Answer 27

1950s

Question 28

 The Japanese named their approach to total quality "companywide quality control." It is around this time that the term quality management systems arises.  Kaoru Ishikawa’s synthesis of the philosophy contributed to Japan’s ascendancy as a quality leader.

Answer 28

1968

Question 29

It is around this time that the term quality management systems arises

Answer 29

The Japanese named their approach to total quality "companywide quality control."

Question 30

contributed to Japan’s ascendancy as a quality leader.

Answer 30

 Kaoru Ishikawa’s synthesis of the philosophy

Question 31

he name for the philosophy of a broad and systemic approach to managing organizational quality

Answer 31

TQM

Question 32

Quality standards such as the ???? and quality award programs such as the ???? specify principles and processes that comprise TQM

Answer 32

Quality standards such as the ISO 9000 series and quality award programs such as the Deming Prize and the Malcolm Baldrige National Quality Award specify principles and processes that comprise TQM

Question 33

TQM as a term to describe an organization's quality policy and procedure has fallen out of favor as

Answer 33

international standards for quality management have been developed.

Question 34

 Strengthened competitive position  Adaptability to changing or emerging market conditions and to environmental and other government regulations  Higher productivity  Enhanced market image  Elimination of defects and waste  Reduced costs and better cost management  Higher profitability  Improved customer focus and satisfaction  Increased customer loyalty and retention  Increased job security  Improved employee morale  Enhanced shareholder and stakeholder value  Improved and innovative processes

Answer 34

tqm benefits and advamtage

Question 35

has collected a series of total quality management case studies to illustrate the impact a TQM system can have on your organization.

Answer 35

ASQ

Question 36

GENERIC STRATEGY MODEL FOR IMPLEMENTING TQM SYSTEMS

Answer 36

1) Top management learns about and decides to commit to TQM. TQM is identified as one of the organization’s strategies. 2) The organization assesses current culture, customer satisfaction, and quality management systems. 3) Top management identifies core values and principles to be used, and communicates them. 4) A TQM master plan is developed on the basis of steps 1, 2, and 3. 5) The organization identifies and prioritizes customer demands and aligns products and services to meet those demands. 6) Management maps the critical processes through which the organization meets its customers’ needs. 7) Management oversees the formation of teams for process improvement efforts. 8) The momentum of the TQM effort is managed by the steering committee. 9) Managers contribute individually to the effort through hoshin planning, training, coaching, or other methods. 10) Daily process management and standardization take place. 11) Progress is evaluated and the plan is revised as needed. 12) Constant employee awareness and feedback on status are provided and a reward/recognition process is established.

Question 37

Imprints of TQM concepts can be found in modern approaches to quality management, such as the???? as well as the examples below.

Answer 37

Imprints of TQM concepts can be found in modern approaches to quality management, such as the Malcolm Baldrige National Quality Award (MBNQA) criteria, ISO 9001, Six Sigma and lean manufacturing, as well as the examples below.

Question 38

takes key business processes and/or organizational units and uses the tools of TQM to foster improvements. This method was widely used in the early 1980s as companies tried to implement parts of TQM as they learned them.

Answer 38

The TQM element approach

Question 39

Examples of this approach include quality circles, statistical process control, Taguchi methods, and quality function deployment.

Answer 39

The TQM element approach

Question 40

uses the teachings and writings of one or more of the leading quality thinkers as a guide against which to determine where the organization has deficiencies. The organization makes appropriate changes to remedy those deficiencies.

Answer 40

The guru approach

Question 41

For example, managers might study Deming’s 14 points or attend the Crosby College. Afterward, they would work on implementing the approach learned

Answer 41

guru approacjh

Question 42

In this approach, individuals or teams visit organizations that have taken a leadership role in TQM and determine their processes and reasons for success. They then integrate these ideas with their own ideas to develop an organizational model adapted for their specific organization.

Answer 42

organization model approach

Question 43

This method was used widely in the late 1980s and is exemplified by the initial recipients of the Malcolm Baldrige National Quality Award

Answer 43

The organization model approach

Question 44

Organizations using the Japanese total quality approach examine the detailed implementation techniques and strategies employed by Deming Prize-winning companies and use this experience to develop a longrange master plan for in-house use. This approach was

Answer 44

The Japanese total quality approach

Question 45

This approach was used by Florida Power and Light—among others—to implement TQM and to compete for, and win, the Deming Prize.

Answer 45

Japanese total quality approach

Question 46

When using this model, an organization uses the criteria of a quality award (e.g., the Deming Prize, the European Quality Award, or the Malcolm Baldrige National Quality Award), to identify areas for improvement. Under this approach, TQM implementation focuses on meeting specific award criteria

Answer 46

The award criteria approach

Question 47

Although some argue that this is not an appropriate use of award criteria, some organizations do use this approach and it can result in improvement.

Answer 47

The award criteria approach