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10 views

Assign #1

Uploaded by

edralyn.maghibon.serbo.joy.mah
Copyright
© © All Rights Reserved
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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1.) Explain the definition of quality?

Answer: Quality refers to the degree of excellence or superiority in a product, service, or


work. It is a measure of how well something meets the expectations and standards of the
costumer, user, or other stakeholders. Quality can be measured in various ways, including
inspections, tests, surveys and feedback from users.

2.) What is the basis of quality?

Answer: The basis of quality is typically rooted in the expectations, standards, and needs of
the costumer and users. It is an essential factor in decision-making, as it can influence the
perception of a product or service, costumer satisfaction, and the overall success of a
business.

3.) Define the Quality and Quality Management.


Steps from the views of the 3 experts namely Deming, Crosby and Juran.

Answer: Quality is a momentary perception that occurs when something in our


environment interacts with us, in the pre-intellectual awareness that comes before rational
thought takes over and begins establishing order. Judgment of the resulting order is then
reported as good or bad quality value. Quality management is the act of overseeing
different activities and tasks within an organization to ensure that products and services
offered, as well as the means used to provide them, are consistent. It helps to achieve and
maintain a desired level of quality within the organization.
Edward Deming Approach:
Dr Edward Deming denotes that Management’s aim should be to create a system in which
every employee of all levels may take joy in their work. Deming believed in single sourcing of
supplies. Moreover, he argued that the benefit of a strong co-operative relationships with
suppliers more than outweighs the different kinds of short-term cost gains from competitive
rendering. Furthermore, he advocated complete co-operation with suppliers, including the use
of statistical process control (SPC) techniques.

DEMING’ S 14 POINTS FOR MANAGEMENT

1. Constancy of purpose.
2. A new philosophy.
3. Cease dependence on inspection.
4. End lowest tender contracts.
5. Improve every process.
6. Institute training on the job.
7. Institute leadership.
8. Drive out fear.
9. Break down the barrier.
10. Eliminate exhortations.
11. Eliminates targets.
12. Permit pride of workmanship.
13. Encourage education.
14. Create top management structure.
According to Deming: Quality is defined as a predictable degree of uniformity and dependability
at low cost. The senior management is also responsible for majority of the problems at work
and a focus on an overall approach towards continuous improvement (which also means
eliminating goals). Furthermore, performance standards can be measured using statistical
process control, which should also be used in the purchasing process in an organization. He also
says that there is no optimum cost of quality, and that employee participation in decisions is
necessary.

Philip Crosby:
Crosby suggested four “absolutes of quality”:
1. Definition: conformance to requirements
2. System: prevention
3. Performance standard: Zero defects
4. Measurement: the price of non-conformance.

As for quality improvement, Crosby had 14 steps:

Step 1: Management Commitment


Step 2: Quality Improvement Team
Step 3: Quality Measurement
Step 4: Cost of Quality Evaluation
Step 5: Quality Awareness
Step 6: Corrective Action
Step 7: Establish an Ad Hoc Committee for the Zero Defects Program
Step 8: Supervisor Training
Step 9: Zero Defects Day
Step 10: Goal Setting
Step 11: Error Cause Removal
Step 12: Recognition
Step 13: Quality Councils
Step 14: Do It Over Again
According to Crosby: Quality is defined as conformance to requirement. The senior
management is responsible for quality, and that standards for performance should be based on
zero defects. Furthermore, he rejects the use of statistical process control and believes that the
basis for improvement is a “process not a programme”. He also favors the prevention approach
when it comes to implementing quality. Additionally, Crosby claims that deployment of quality
improvement teams is essential for teamwork and that quality is “free”. Moreover, suppliers
are seen as extensions of the business.

Joseph Moses Juran


J.M.Juran coined the phrase “fitness for purpose”. He also rejected the Crosby’s approach (‘zero
defects’, ‘Conformance to specification'), and argued the law of diminishing returns applies to
quality control and that ‘Quality is NOT free’. Juran’ s approaches placed a strong emphasis
upon teamwork and is a very people-oriented approach. It also summarized as ‘prevention’,
rather than the traditional inspection and testing procedures.

JURAN’ S 10 P0INTS FOR QM


1. Built Awareness of need &opportunity for improvement.
2. Set goals for improvement.
3. Organize to reach the goals.
4. Provide training.
5. Carry out projects to solve problems.
6. Report progress.
7. Give recognitions.
8. Communicate results.
9. Keep score.
10. Maintain momentum by making annual improvement part of the regular process of the
company.
Juran has a discomfort with the ideas of Crosby because Crosby believed the approach is
"process" and not "people-oriented". Crosby also emphasized conformance to specification.
Juran ascertains it is difficult to accept that there are absolutes in quality. Quality is defined as
“fitness for purpose”. Like Deming, he believes that management is responsible for majority of
the problems in the organization. He has a very people-oriented approach and so he
emphasizes on the management of humans in the business. He believes the way to measure
performance is by setting goals and seeing how people perform to it. Furthermore, he
recommends the use of statistical process tools and team work must have a quality circle
approach.

4.) Explain the meaning of Total Quality Management

Answer: Total Quality Management (TQM) is a management framework based on the belief
that an organization can build long-term success by having all its members -- from low-level
workers to its highest-ranking executives -- focus on improving quality and, thus,
delivering customer satisfaction.

This management approach is used to simplify supply chain management, as well as to detect,
reduce or remove errors. TQM requires organizations to focus on continuous improvement,
or Kaizen. TQM focuses on continual internal and process improvements over the long term,
thereby enhancing the quality of produced products or services.

5.) Identify the principle of Total Quality Management.

Answer: #1 – Customer Focus

Every organization strives to serve only one purpose, i.e., customer satisfaction through quality
products and services. Hence, the first among the total quality management principles is
customer focus. It means the end product must meet the demands and needs of the customers.

#2 – Employee Involvement

When implementing TQM, organizations need to create an environment where their employees
will feel empowered. They, along with management, become responsible for assessing the
quality of the products and services at their levels. Here, organizational communication plays a
vital role in boosting employee morale.

#3 – Integrated System

Having an integrated system is a must for an organization to implement a TQM strategy across
its business processes. Therefore, incorporating quality standards like ISO 9000standards could
help produce quality products and services. It will lead to meeting or exceeding consumer
expectations as well.

#4 – Process-Centric Approach
A product or service reaches the market after passing through different processes. It means it is
monitored and assessed at each production level and not only at the final stage. Process-led
thinking is a sign of effective TQM.

#5 – Systematic Flow

TQM is all about strategic planning to achieve quality excellence and business objectives. Thus,
considering a systemic flow would ensure the products and services are passing through every
stage in the quality production process.

#6 – Continual Efforts

Quality improvement should be a continuous process. Once done and then left would only
mean gradual deterioration in the manufacturing standards. For the TQM approach to prove
effective, people at every level need to be alert in being regular with quality checking.

#7 – Factual Decision-Making

The organization must make fact-based decisions because every employee is participating in
the quality evaluation processes. Analyzing the organizational performance using performance
data, such as sales, profit, and customer retention could result in more accurate decision-
making.

#8 – Relationship Management

A well-maintained relation with stakeholders like customers and employees will ensure proper
quality control procedures and honest feedback. With TQM, organizations can establish
effective communication with all of them and implement result-oriented changes.

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