TQM REVIEWER

3 quality types

Answer explanation

1. 1. quality of design

2. 2. quality of performance

3. 3. quality of conformance

3 benefits of tqm

Answer explanation

1. creates a good corporate culture

2. better reviews from customers

3. better performance from employees

2 types of customers

Answer explanation

internal and external customer

internal- within the company (employees)

external- buyers outside the company

3 foundations of tqm

Answer explanation

ethics, trust, integrity

3 building blocks of tqm

Answer explanation

leadership, teamwork, training

what are the 5 quality paradigms?

Answer explanation

1. 1. mass production and sorting

2. -production rate

3. 2. statistical quality control

4. -production process

5. 3. techno-craft

6. -reducing delivery time

7. 4. total quality management

8. -customers &suppliers

9. 5. custom craft- product/service

what are the 4 cost of quality

Answer explanation

appraisal cost

prevention cost

internal failure cost

external failure cost

difference of tqm and reengineering

Answer explanation

tqm- continuous improvement

reengineering- starting over

core concepts of tqm

Answer explanation

customer satisfaction

internal customer satisfaction

all work is a process

measurement

synergy in teamwork

people make quality

continuous improvement cycle

prevention

in Japan, continuous improvement is called...