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Activity Unit 1

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17 views

Activity Unit 1

Uploaded by

luislobatorosendo.0815
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Exercises

1. Describe how the golden rule does or does not influence each of the six
concepts of TQM.

The Golden Rule is a moral which says treat others as you would like them to treat
you. This moral in various forms has been used as a basis for society in many
cultures and civilizations. It is called the 'golden' rule because there is value in
having this kind of respect and caring attitude for one another.

2. Of the six basic TQM concepts, which were the most effective in World
War II? Explain.

Personally, I think that the main concept was the Continuous Process Improvement
which affect mostly the World War II because during war Japan was totally
devastated and not able to continue the battle because pours economy conditions.
After the war ends, Japan tried to improve the production of quality goods and
services to capture the lusted markets.

3. Which of the gurus would be the father of quality control? Which had the
greatest impact on management? Which is noted for robust design?

W. Edwards Deming.

Deming trained hundreds in Japan on statistical quality control techniques. In the


US, when Ford sought to "make quality job one" they sought out his help. He
explained that management was responsible for 85% of the quality problems in the
company and as a result, the company changed its culture from the top down.
Deming is widely recognized as the father of the Total Quality Management
movement. He believed that when people focused on quality, rather than costs,
costs tended to decrease and quality increases.

4. Select a product or service and describe how the dimensions of quality


influence its acceptance.

The iPhone of Apple has achieved the value from a product and service that a
consumer expects to get or receive. The iPhone has followed the eight dimensions
of quality: performance, features, reliability, conformance, serviceability, durability,
aesthetics, and perceived quality. Durability helps iPhone to grow trust of
customer, while features satisfied the needs of iPhone users. Every new model of
iPhone performs well in the comparison of its old model that increases.
5. Working as an individual or in a team of three or more people, determine
two or more obstacles to implementing TQM in one or more of the
organizations listed below:

1. (a) Large bank


2. (b) Health-care facility
3. (c) University academic department
4. (d) University nonacademic department
5. (e) Large department store
6. (f) Grade school
7. (g) Manufacturing facility
8. (h) Large grocery store

Answer: Quality management for macro processes is carried out by use of the
Juran Trilogy, which basically consists of three steps

Large department store: In most organizations there is a great focus on the Quality
Control process, with little or no emphasis on the other two processes; however,
the well-established and customer focused organizations do have clearly defined
and robust process for all.

Quality Planning: The quality planning phase is the activity of developing products
and processes to meet customers' needs. It deals with setting goals and
establishing the means required to reach the goals. The various steps in the quality

Quality Control: This process deals with the execution of plans, and it includes
monitoring operations to detect differences between actual performance and goals.
It consists of three steps:

 Evaluate actual quality


 Identify the specific needs for improvement- the improvement projects
 Establish project teams

6. Match the following pairs:

1. Juran A. Company-wide Quality-control


2. Crosby B. Quality Circles
3. Taguchi C. Control Charts
4. Ishikawa D. 14 points of management
5. Feigenbaum E. Trilogy
6. Deming F. Zero Defect
7. Shewhart G. Robust Desing

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