The sample answer of DMS – CQM – Autumn 2010

Long Question
1. TQM preparation outline (10 Step).What is total quality? List and explain the key elements of total quality? A quality product is one that its’ performance somehow meets all or parts of the customers’ expectations. There are four levels of quality: i. Inspection Level - Most likely the outputs are okay, but we cannot do anything about it. ii. Quality Control Level - We still make mistakes but we try to prevent ones. iii. Quality Assurance Level - We always try to prevent any problems from happening, if we follow exactly the system iv. Total Quality - No problems, and the performance is even better than you can imagine, it exceeds expectations. The elements of a TQ organization: a. Strong Leadership – Managers, especially top managers, must be fully committed and really want to be world class performer which involves energy, patience, investment, integrity, passion and being a good role model. b. Customer Focused – In a total quality setting, the customer is the driver. This point applies to both internal and external customers. c. Obsessed with quality – Personnel at all levels approach all aspects of the job from the perspective of “How can we do this better?” when an organization is obsessed with quality; “good enough” is never good enough. If there is no problem, see if we can create new benefits. d. Process-based – Process refers to organization structure, flow of work, information and materials, working methods and technologies, business models, etc. The simplest is the best. So, Manager must understanding garbage in and garbage out. If a system has bad output, it needs a redesign. And be careful of the disease of re-invention of the wheel. e. Objective measurement of process – Use of the scientific approach in structuring work and in decision making