Ch.10 Managing Change

What is Total Quality Management (TQM)?

• A process to increase company profits

• A strategy for reducing employee workload

• A process to ensure quality in all aspects of operations, striving for zero defects and 100% customer satisfaction

• A government regulation for quality control

​ (a)   Quality Management (TQM) is a process to ensure quality in ​ (b)   aspects of operations, striving for (c)   and (d)  

• zero defects
• 100% customer satisfaction
• Total
• maximum errors
• Trade
• all
• some

What are the principles of TQM?

• Focus on customers, continuous improvement, teamwork, employee empowerment

• Efficiency, productivity, customer acquisition, team reduction, innovation

How does focusing on customers benefit a business?

• Increases sales by meeting customer needs and preventing production of unwanted goods

• Reduces the cost of production significantly and eliminates the need for advertising

What is continuous improvement?

• Striving to do better each time and aiming for zero defects in production

• Implementing one-time changes for efficiency

• Focusing only on major overhauls rather than small improvements

• Reducing product variety to maintain consistency

How does teamwork benefit TQM?

• Improves decision-making

• Reduces the need for quality control

• Fosters intrapreneurship

• Enhances productivity

Employee ​ (a)   involves giving ​ (b)   the ​ (c)   to make ​ (d)   without asking their ​ (e)   permission

• empowerment
• power
• decisions
• manager's
• disempowerment
• suggestions
• controller's
• employees

Match the correct TQM Principle with its definition.

• Improves decision-making & productivity

• Employee Empowerment

• Striving for zero defects

• Teamwork

• Giving employees decision-making power

• Continuous Improvement

• Meeting customer needs to increase sales

• Focus on Customers

What are the benefits of employee empowerment?

• Fewer mistakes and lower motivation

• Higher motivation and better preparedness for promotion

• Quicker decisions,

• Frees up management for strategic planning

• Better customer responsiveness

What are the risks of employee empowerment?

• More mistakes or poor decisions

• Potential for industrial relations problems

• Fewer innovation opportunities

• Increased stress without proper training