Understanding Total Quality Management

What is Total Quality Management (TQM)?

• A method for increasing employee salaries

• Total Quality Management (TQM) is a management approach aimed at embedding awareness of quality in all organizational processes.

• A strategy for reducing production costs

• A framework for enhancing marketing strategies

List three characteristics of TQM.

• Cost Reduction

• Supplier Management

• Product Standardization

• 1. Continuous Improvement 2. Customer Focus 3. Employee Involvement

What is the framework of TQM?

• Focus on profit maximization

• Limited employee participation

• Strict adherence to regulations

• The framework of TQM includes customer focus, continuous improvement, employee involvement, process approach, and fact-based decision making.

Name the four principles of TQM.

• Cost Reduction

• Supplier Management

• 1. Customer Focus 2. Continuous Improvement 3. Employee Involvement 4. Process Approach

• Quality Control

• Market Analysis

Identify two barriers to TQM implementation.

• Inadequate technology support

• High employee turnover

• Resistance to change, Lack of management commitment

• Excessive training requirements

What are the potential benefits of TQM?

• Increased operational risks

• Higher employee turnover

• Decreased product variety

• The potential benefits of TQM include improved quality, increased customer satisfaction, reduced costs, enhanced employee engagement, and better overall organizational performance.

Define quality in the context of TQM.

• Quality in TQM is solely about reducing costs.

• Quality in TQM is the degree to which a product or service meets customer requirements and expectations.

• Quality in TQM refers to the aesthetic appeal of a product.

• Quality in TQM is determined by the number of defects in production.

What are some other key concepts related to TQM?

• Market analysis methods

• Key concepts related to TQM include customer focus, continuous improvement, employee involvement, process approach, and fact-based decision making.

• Cost reduction strategies

• Supplier management techniques

List the dimensions of product quality.

• Cost, availability, packaging, marketing

• User reviews, market trends, sales volume, competition

• Brand reputation, distribution, advertising, pricing

• Performance, features, reliability, conformance, durability, serviceability, aesthetics, perceived quality.

What are the dimensions of service quality?

• Speed, Accuracy, Cost, Availability

• Reliability, Assurance, Tangibles, Empathy, Responsiveness

• Innovation, Flexibility, Scalability, Brand Loyalty

• Quality Control, Customer Satisfaction, Cost Efficiency, Market Share