7/22/2019 TQM Revision Questions

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Homework

Date 26-Jun-13

1. Define quality2. List David Garvin's five approaches to define quality3. Name the three levels of quality4. What are the different types of quality5. Mention the five paradigms of quality6. What are the Garvin's eight dimensions of product quality ?7. What are the SERVQUAL dimensions of service quality8. Differentiate between service quality and product quality9. What are the four categories of cost of poor quality ?

Date 2-Jul-13

Case : A note on Quality : The views of Deming, Juran and Crosby

10. How do the views of Deming, Juran and Crosby compare ?(a) In definition of Quality(b) In Cost, Productivity and Competitive Success

11. How does each (Juran, Deming and Crosby) regards quantitative measures andstandards?

12. How does each deal with targets for improvement ?

13. How does each regard the relative responsibilities of upper management, qualityprofessionals and the work force ?

14, Describe each one key tools their values and limitations.

15. Please elaborate the statement All three experts propose programs which aredifficult to implement.

(a) What makes these programs so hard to implement ?(b) What are the barriers to successful implementation ?

16. Why do all three experts regards top management leadership so essential ?

17. Why do all three experts reject inspection as a means of securing superior quality ?What is the idea of quality as policeman so hard to change ?

18 What are the blindspots or weaknesses of each approach ? Their strengths ?

7/22/2019 TQM Revision Questions

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Date 3-Jul-13

19. Explain the key principles of TQM.20. Explain the key elements of TQM21. Describe the core concepts of TQM.

22. Describe the four stages of TQM from inspection to TQM in reference to theirarea of focus and scope.

Date 17-Jul-13

23. Examine your experience at a caf or any government agencies and describe yourperception of the quality of the service, Suggest some TQM approaches that might helpthe business to improve.

24, Define leadership and describe functions of leadership.

25. Explain Japans Deming Prize and its criteria.

26. Explain Malcolm Baldrige National Quality Award (MBNQA) and its criteria.

27. Explain EFQM Excellence Model and its criteria.

28. Define the term customer.

29. Explain Kano model, wrt to three characteristics of customer requirement.

30. Explain CRM and its objectives.

31. Explain ladder of loyalty.

32. Explain types of customer defectors.