Recent questions tagged total-quality-management

Description : * Benefits of quality systems:

Last Answer : Increase in – system efficiency, worker morale, customer satisfaction. Decrease in – complaints, costs, production time

Description : * Stages in the evolution of quality:

Last Answer : Inspection Quality Control (QC) Quality Assurance (QA) Quality Mgmt. (QM) TQM

Description : Cause-and-effect cycle of TQM:

Last Answer : TQM High quality product/service High productivity, lower cost Lower price More competitive position High profit, growth Job security Satisfying place to work.

Description : Basic concepts/principles of TQM:

Last Answer : 1. Management commitment, 2. Focus on customer (both external and internal), 3. Employee involvement, empowerment, 4.Continuous improvement, 5. Treating suppliers as partners, 6. Establish performance ... , 13.Positive motivation, 14.Team work, 15.Management by fact, and 16.Quick response.

Description : Write basic concepts of TQM?

Last Answer : 1. Management commitment 2. Focus on customer (both external and internal) 3. Employee involvement, empowerment 4. Continuous improvement 5. Treating suppliers as partners 6. Establish performance ... . Positive motivation 14. Team work 15. Management by fact and 16. Quick response

Description : Explain the Dimensions of service quality.

Last Answer : 1. Time: how much time a customer must wait / undergo service. 2. Timeliness: whether service will be performed when promised. 3. Completeness: whether all items in the order are ... : cheerful, friendly service. 9. Competency/Expertise: In professions like doctors, lawyers, mechanics, etc.

Description : Explain the Dimensions of product quality.

Last Answer : Quality has different dimensions. These dimensions are somewhat independent and therefore, a product can be excellent in one dimension and average or poor in another. Dimensions of product quality: 1. ... ranking. 11. Safety: in items like pressure cookers, electrical items, toys, cranes,

Description : What are the major dimensions of service quality?

Last Answer : Service duration, timeliness, completeness, consistency, convenience, accuracy, courtesy, etc.

Description : What are the major dimensions of product quality?

Last Answer : Performance, features, usability, conformance to standards/specifications, reliability, durability, maintainability, etc.

Description : What is importance of customer retention?

Last Answer : It costs a company six times more to sell a product to a new customer than it does to sell to an existing one. Loyal customers generate more revenue, and are also cheaper to maintain. ... a company s other products/services, and also acts as an effective barrier to the entry of competition.

Description : What are the three levels of quality in the Kano model of customer satisfaction?

Last Answer : (i) Basic quality, (ii) Performance quality, and (iii) Excitement quality. The products corresponding to these three quality levels were termed as „Dissatisfiers‟, „Satisfiers‟ and „Delighters/Exciters‟ respectively in the Kano model.

Description : Distinguish between ‘internal customer’ and ‘external customer

Last Answer : An external customer exists outside the organization and can be defined in many ways - user, buyer, influencer. He generally falls into one of three categories: current, prospective, or lost ... For example, Manufacturing is a customer for Purchasing, and Dispatching is a customer for Packaging.

Description : What is the importance of customer focus for an organization?

Last Answer : Customers are the most important asset of an organization. An organization‟s success depends on how many customers it has, how much they buy, how often they buy, and how long they are retained (loyalty).

Description : What is a Mission statement?

Last Answer : The mission statement answers the following questions: who we are, who are our customers, what we do, and how we do it. The mission provides the guide map, milestones for achieving the vision.

Description : What is a Vision statement?

Last Answer : A short declaration of what an organization aspires to be in the future. It is an ideal state that an organization continually strives to achieve. It is timeless, inspirational, and becomes deeply shared within the organization.

Description : What are the various quality statements?

Last Answer : The quality statements include the vision statement, mission statement, and quality policy statement.

Description : What are some major obstacles to TQM implementation?

Last Answer : Lack of management commitment, Inability to change organizational culture, Improper planning, Lack of continuous training and education, Paying inadequate attention to internal and external customers, Inadequate ... and teamwork, Lack of employee involvement, Emphasis on short-term results, etc.

Description : What are the major benefits of TQM?

Last Answer : Improved quality, higher productivity, employee participation, teamwork, working relationships, customer satisfaction, employee satisfaction, communication, profitability, market share, and stock price performance.

Description : Mention the basic features of TQM.

Last Answer : ▪ Management commitment, ▪ Focus on customer (both external and internal), ▪ Employee involvement, empowerment, ▪ Continuous improvement, ▪ Treating suppliers as partners, and ▪ Establish performance measures for processes.

Description : Define Total Quality Management.

Last Answer : ⮚ The art of managing the total organization to achieve excellence in all spheres of activity.(Besterfield). ⮚ The integration of all functions and processes within an organization in order to achieve the continuous improvement of the quality of goods and services. (Omachonu).

Description : Define Quality.

Last Answer : ∙ Fitness for intended use. (Joseph Juran). ∙ Conformance to specifications. (Philip Crosby). ∙ The totality of features of a product or service that bears on its ability to satisfy a stated or implied need. (American Society of Quality).