Thanks to Apeetha
1. Define Total Quality?TQM is an enhancement to the traditional way of doing business. It is the art of managing the whole to achieve excellence. It is defined both a philosophy and a set of guiding principles that represent the foundation of a continuously improving organization. It is the application of quantitative methods and human resources to improve all the processes within an organization and exceed customer needs now and in the future. It integrates fundamental management techniques, existing improvement efforts, and technical tools under a disciplined approach.
2. Define Quality?Quality = Performance x Expectations
3. What are the Dimensions of Quality?- Performance
- Features
- Conformance
- Reliability
- Durability
- Service
- Response
- Aesthetics
- Reputation
4. Give the Basic Concepts of TQM?*A committed and involved management to provide long-term top-tobottom organizational support.
*An unwavering focuses on the customer, both internally and externally.
*Effective involvement and utilization of the entire work force.
*Continuous improvement of the business and production process.
*Treating suppliers as partners.
*Establish performance measures for the processes.
5. State Deming Philosophy?-Create and publish the aims and purposes of the organization.
-_Learn the new philosophy.
-Understand the purpose of inspection.
-Stop awarding business based on price alone.
-Improve constantly and forever the system.
-Institute training.
-Teach and institute leadership.
-Drive out fear, Create trust and Create a climate for innovation.
-Optimize the efforts of teams, groups and staff areas.
-Eliminate exhortations for the work force.
-Eliminate numerical quotes for the work force.
-Eliminate management by objective.
-Remove barriers that rob people of pride of workmanship.
-Encourage education and self-improvement for everyone.
-Take action for accomplish the transformation.
6. Give the Principles of TQM?1. Constancy of purpose: short range and long range objectives aligned
2. Identify the customer(s); Customer orientation
3. Identification of internal and external customers
4. Continuous improvement
5. Workflow as customer transactions
6. Empower front-line worker as leader
7. Quality is everybody’s business
8. For a service industry, some elements of quality are:
- empathy
- trust; i.e. expertise, integrity, courtesy
- responsiveness
- tangible product attractiveness (curb appeal)
- reliability, on time, no interruptions
9. Customer orientation to child care services, a marketing perspective
10. Barriers that exist to a customer orientation
11. How do we find out what customers want?
12. Present Art Emlen findings on flexibility
7. Give the Obstacles associated with TQM Implementation?-Lack of management commitment
-Inability to change organizational culture
-Improper planning
-Lack of continuous training and education
-Incompatible organizational structure and isolated individuals and departments
-Ineffective measurement techniques and lack of access to data and results.
-Paying inadequate attention to internal and external customers.
-Inadequate use of empowerment and teamwork.
8. Give the Analysis Techniques for Quality Costs?i. Trend Analysis
ii. Pareto Analysis
9. Define Quality Costs?Quality Costs are defined as those costs associated with the nonachievement of product or service quality as defined by the requirements established by the organization and its contracts with customers and society.
10. Give the primary categories of Quality cost?i. Preventive cost category
ii. Appraisal cost category
iii. Internal failure cost category
iv. External failure cost category
11. Give the sub-elements of Preventive cost category?i. Marketing/Customer/User
ii. Product/Service/Design development
iii. Purchasing
iv. Operations/
v. Quality Administration
vi. Other Prevention Costs
12. Give the sub-elements of Appraisal cost category?i. Purchasing appraisal cost
ii. Operations appraisal cost
iii. External appraisal cost
iv. Review of test and application data
v. Miscellaneous quality evaluations
13. Give the sub-elements of Internal failure cost category?i. Product or Service Design costs (Internal)
ii. Purchasing failure costs
iii. Operations failure costs
14. Give the sub-elements of External failure cost category?i. Complaint investigations of customer or user service
ii. Returned goods
iii. Retrofit and recall costs
iv. Warranty claims
v. Liability costs
vi. Penalties
vii. Customer or user goodwill
viii. Lost sales
ix. Other external failure costs
15. Give the typical cost bases?i. Labor
ii. Production
iii. Unit
iv. Sales
16. How will you determine the optimum cost?a. Make comparison with other organizations
b. Optimize the individual categories
c. Analyze the relationships among the cost categories
17. State the Quality Improvement Strategy?-Reduce failure costs by problem solving
-Invest in the “right” prevention activities
-Reduce appraisal costs where appropriate and in a statistically
sound manner
-Continuously evaluate and redirect the prevention effort to gain
further quality improvement.
18. Define Quality Planning?A quality plan sets out the desired product qualities and how these are assessed and define the most significant quality attributes. It should define the quality assessment process. It should set out which organizational standards should be applied and, if necessary, define new standards.
19. Give the Objectives of TQM?a. To devel op a conceptual understanding of the basic principles and methods associated with TQM;
b. To develop an understanding of how these principles and methods have been put into effect in a variety of organizations;
c. To develop an understanding of the relationship between TQM principles and the theories and models studied in traditional management;
d. To do the right things, right the first time, every time.
20. Give the Quality Hierarchy?1. Inspection
2. Quality Control (QC)
3. Quality Assurance (QA)
4. Total Quality Management
Inspect products.
Detection
Finding &
Fixing Mistakes.
21. What is needed for a leader to be effective?To be effective, a leader needs to know and understand the following:
-People, paradoxically, need security and independence at the same time.
-People are sensitive to external rewards and punishments and yet are also strongly self-motivated.
-People like to hear a kind word of praise.
-People can process only a few facts at a time; thus, a leader needs to keep things simple.
-People trust their gut reaction more than statistical data.
-People distrust a leader’s rhetoric if the words are inconsistent with the leader’s actions.
22. What is the important role of senior management?-Listening to internal and external customers and suppliers through visits, focus groups and surveys.
-Communication.
-To drive fear out of the organization, break down barriers, remove system roadblocks, anticipate and minimize resistance to change and in general, change the culture.
23. What are the general duties of a quality council?i. Develop, with input from all personnel, the core values, vision statement, mission statement, and quality policy statement.
ii. Develop the strategic long-term plan with goals and the annual quality improvement program with objectives.
iii. Create the total education and training plan.
iv. Determine and continually monitor the cost of poor quality.
v. Determine the performance measures for the organization, approve those for the functional areas, and monitor them.
vi. Continually, determine those projects that improve the processes, particularly those that affect external and internal customer satisfaction.
vii. Establish multifunctional project and departmental or work group teams and monitor their progress.
viii. Establish or revise the recognition and reward system to account for the new way of doing business.
24. What does a typical meeting agenda contain after establishing the TQM?Progress report on teams
Customer satisfaction report
Progress on meeting goals
New project teams
Recognition dinner
Benchmarking report
25. What are the various quality statements?Vision Statement
Mission Statement
Quality Policy Statement
26. Give the basic steps to strategic quality planning?i. Customer needs
ii. Customer positioning
iii. Predict the future
iv. Gap analysis
v. Closing the gap
vi. Alignment
vii. Implementation
27. What is a quality policy?The Quality Policy is a guide for everyone in the organization as to how they should provide products and service to the customers. The common characteristics are Quality is first among equals.
Meet the needs of the internal and external customers.
Equal or exceed the competition.
Continually improve the quality.
Include business and production practices.
Utilize the entire work force.
28. What is a mission statement?The mission statement answers the following questions: who we are, who are the customers, what we do, and how we do it.
29. What is a vision statement?The vision statement is a declaration of what an organization should look like five to ten years in a future.
30. What are the important factors that influenced purchases?i. Performance
ii. Features
iii. Service
iv. Warranty
v. Price
vi. Reputation
31. Give the need for a feedback in an organization?*Discover customer dissatisfaction.
*Discover relative priorities of quality.
*Compare performance with the competition.
*Identify customer’s needs.
*Determine opportunities for improvement.
32. List the tools used for feedback?A Comment cards
A Surveys
A Focus groups
A Toll-free telephone lines
A Customer visits
A Report cards
A The internet
A Employee feedback
A American Customer Satisfaction Index
33. What are the activities to be done using customer complaints?# Investigate customer’s experience by actively soliciting feedback, both positive and negative, and then acting on it promptly.
# Develop procedures for complaint resolution that include empowering front-line personnel.
# Analyze complaints, but understand that complaints that do not always fit into neat categories.
# Work to identify process and material variations and then eliminate the root cause. “More inspection” is not corrective action.
# When a survey response is received, a senior manager should contact the customer and strive to resolve the concern.
# Establish customer satisfaction measures and constantly monitor them.
# Communicate complaint information, as well as the results of all investigations and solutions, to all people in the organization.
# Provide a monthly complain report to the quality council for their evaluation and, if needed, the assignment of process improvement teams.
# Identify customer’s expectations beforehand rather than afterward through complaint analysis.
34. What are the elements of customer service?*Organization
* Customer care
* Communication
* Front-line people
* Leadership
35. Define customer retention?Customer retention represents the activities that produce the necessary customer satisfaction that creates customer loyalty, which actually improves the bottom line. It is the nexus between the customer satisfaction and the bottom line.
36. Define Employee Involvement?Employee involvement is a means to better meet the organization’s goals for quality and productivity at all levels of an organization.
37. State Maslow’s Hierarchy of Needs?Level 1 : Survival
Level 2 : Security
Level 3 : Social
Level 4 : Esteem
Level 5 : Self-actualization
38. State Frederick Herzberg’s Two-factor theory?Herzberg found that people were motivated by recognition, responsibility, achievement and the work itself.
39. What does an employee want?i. Interesting work
ii. Appreciation
iii. Involvement
iv. Job security
v. Good pay
vi. Promotion/growth
vii. Good working conditions
viii. Loyalty to employees
ix. Help with personal problems
x. Tactful discipline
40. What are the concepts to achieve a motivated work force?a. Know thyself
b. Know your employees
c. Establish a positive attitude
d. Share the goals
e. Monitor progress
f. Develop interesting work
g. Communicate effectively
h. Celebrate success
41. Define Empowerment?Empowerment means invest people with authority. Its purpose is to tap the enormous reservoir of creativity and potential contribution that lies within every worker at all levels. Empowerment is an environment in which people have the ability, the confidence, and the commitment to take the responsibility and ownership to improve the process and to initiate the necessary steps to satisfy customer requirements within welldefined boundaries in order to achieve organizational values an goals.
42. What are the three conditions necessary to create the empowered environment?i. Everyone must understand the need for change.
ii. The system needs to change for the new paradigm
iii. The organization must enable its employees.
43. What are the types of teams?i. Process improvement team
ii. Cross-functional team
iii. Natural work teams
iv. Self-directed/self-managed work teams
44. What are the characteristics of successful teams?a. Sponsor
b. Team charter
c. Team composition
d. Training
e. Ground rules
f. Clear objectives
g. Accountability
h. Well-defined decision procedures
i. Resources
j. Trust
k. Effective problem solving
l. Open communications
m. Appropriate leadership
n. Balanced participation
o. Cohesiveness
45. What are the decision-making methods?a) Nondecision
b) Unilateral decision
c) Handclasp decision
d) Minority-rule decision
e) Majority-rule decision
f) Consensus
46. What are the stages of team development?i. Forming
ii. Storming
iii. Norming
iv. Performing
v. Adjourning
47. Give some common team problems?I. Floundering
II. Overbearing participants
III. Dominating participants
IV. Reluctant participants
V. Unquestioned acceptance of opinions as facts
VI. Rush to accomplish
VII. Attribution
VIII. Discounts and “plops”
IX. Wanderlust : digression and tangents
X. Feuding team members
48. What are the common barriers to team progress?i. Insufficient training
ii. Incompatible rewards and compensation
iii. First-line supervisor resistance
iv. Lack of planning
v. Lack of management support
vi. Access to information systems
vii. Lack of union support
49. Give the steps involved in training process?1st. Make everyone aware of what the training is all about.
2nd. Get acceptance.
3rd. Adapt the program.
4th. Adapt to what has been agreed upon.
50. Define Recognition and Reward?Recognition is a form of employee motivation in which the organization publicly acknowledges the positive contributions an individual or team has made to the success of the organization. Reward is something tangible to promote desirable behavior. Recognition and reward go together to form a system for letting people know they are valuable members of the organization.
will be continued in next post.. 
