Total Quality Management Set 7

Answer: As per ISO 8402, quality is defined as meeting the customer’s specifications, in product and service.

Answer: TQM is defined as “It is an integrated organizational approach for delighting the customers (both internal and external) by meeting their expectations on a continuous basis through everyone involved with organization working on continuous improvement in all products, services alongwith proper problem solving methodology.”

Answer:
•Average
•Good
•Very Good
•Excellent

Answer: Deming defined quality as a continuous improvement of products and services to meet customer’s needs and stay ahead of the competition. This, he advocated should be done by changing the common causes that were systemic and removing the special causes that produced non random variation within systems.

Answer: Quality is to satisfy customer’s requirements continually: TQM is to achievement quality at low cost by involving everyone’s commitment.

Answer: Repair is rectifying the errors in a product’s design.

Answer: Rework is modifying designs which are too difficult to produce.

Answer: Japan

Answer: The expanded from of SPC is Statistical Process Control. These are the key tools that Deming advocated to distinguish between systemic and special causes by applying to:
•Evaluate the capabilities of machines, processes, equipments, instrument, etc.
•Set up process or machine control procedures to achieve conformance of products as per drawing specifications.
•Assist production, design, engineering and support service in process improvement, and
•Provide operators and shop-floor supervisors with simple graphical aids for effective process control and improvement exercises.

Answer: The father of statistical control for developing SPC (Statistical Process Control) while at Bell Labs in the 1939s

Answer: Joseph M. Juran was one of the pioneer of quality in Japan. As a guru, his impact on Japanese quality was usually considered second only to Deming’s.

Answer: Philip B. Crosby, who led the American’s Quality revolution, gave this famous claim that “quality is free”.

Answer: ISO is a standard for quality developed by the international standard organization. It provides a set of structured system covering the entire business activities of a company. It has 20 elements which are all inclusive. It is a guideline document which the company has to confirm but the degree of conformance is left to the company.

Answer: W Edwards Deming and Joseph M. Juran were enormously influential in Japan as quality gurus.

Answer: This is a tool employed in diagnostic exercises in quality improvement. It expresses in a composite from the break-up causes know to affect the end-result (usually a defect) in an inter-related diagram, like that of a fish-bone.

Answer: 80-20 Principle…

Answer: Nothing

Answer: Golden Peacock Award is a very prestigious award given to companies advocating TQM policies and principles in totalily, across alllevels, over a period of time.

Answer: W. Edwards Deming and Joseph M.Juran

Answer: The best way to measure quality is to calculate what it costs to do things wrong. This measurement is called the Price of Nonconformance (PONC). PONC activities include:
•Reprocessing
•Expenditing
•Unplanned service
•Computer returns
•Exces inventor
•Complaint handling
•Downtime
•Rework
•Returns

Answer: Control limits are reference guided and are calculated as per prescribed procedures, based upon the inherent variations observed in the system. The limits provide the basis for judging whether or not the process/ operation is under control.

Answer: Quality costs are rejects, reworks, off-grades, wastes, returns, delays, and concessions which are losses internal to a company and are generally assessed, monitored, improved and controlled.

Answer: Cost Measurement Methods

Answer: Yes, in the eyes of the customer. It’s value for money them.

Answer: 5S is an acronym of Seiri, Seiton, Seiso, Seiketsu, and Shitsuke.

Answer: Yes

Answer: BPR is defined as the fundamental rethinking and radical redesign of business processes to achieve dramatic improvements in critical contemporary measures of performance such as quality, cost, service and speed.

Answer: PDCA is – Plan, Do, Check, Act

Answer: Value engineering is a technique of adding value to the product or service in any what way in order to meet the customer’s level of satisfaction.

Answer: Pokayoke is used because it minimizes defects by carrying out feedback and action immediately at a low cost. It aids in designing an operation in such a way that specific errors are prevented from causing major problems to the customers.

Answer: Professor Genichi Taguchi propounded certain concepts on quality and societal loss, robust quality, concurrent design of experiments and applicable data evaluation methods. These are called taguchi methods.

Answer: Soft quality is nothing but a softer approach towards achieving quality like values, culture, people’s behaviour, etc.

Answer: Six Sigma is a management philosophy adopted by GE to achieve world class performance. It means continual improvement by viewing processes completely from a customer point of view.

Answer: UCL is the Upper Control Limit.

Answer: Modi Xerox

Answer: An ISO 8402 was the international quality standard before ISO 9000 came into being.

Answer: Reengineering is the fundamental rethinking and radical redesign of business process to achieve dramatic improvements in critical contemporary measures of performance such as quality cost speed.

Answer: Reengineering failed because:
•It’s a one-time redical approach.
•Top management’s intervention is required through the project.
•It has a technological orientation.

Answer: Alfred P. Champy and Michal Hammer introduced a new concept called BPR (Business Process Engineering).