5.2.2 Total Quality Management (TQM)

• What is Total Quality Management (TQM)?

  Emphasis on continuous improvement
• TQM aims to achieve long-term success by improving quality and productivity
• TQM emphasizes customer satisfaction through employee involvement.
• Which key aspect of TQM focuses on ongoing efforts to improve processes?

  Continuous Improvement
• Match the TQM aspect with its description:

  Continuous Improvement ↔️ Ongoing effort to improve processes

  Employee Involvement ↔️ All employees contribute to quality management

  Customer Focus ↔️ Meeting customer needs and expectations
• Employee involvement in TQM contributes to better teamwork
• What is the primary focus of the Customer Focus principle in TQM?

  Customer satisfaction
• Toyota is an example of a company that implements TQM by empowering employees to identify and solve quality problems.
• Arrange the TQM principles based on their focus:

  1️⃣ Continuous Improvement (Quality)

  2️⃣ Employee Involvement (Teamwork)

  3️⃣ Customer Focus (Customer satisfaction)

  4️⃣ Process-Centered Approach (Process efficiency)
• What is one of the main benefits of TQM in terms of quality?

  Improved quality
• TQM reduces costs by streamlining processes and eliminating waste
• TQM can improve a company's market share by enhancing customer loyalty.
• What is an example of continuous improvement in TQM?

  Kaizen initiatives at Toyota
• What is the primary goal of continuous improvement in TQM?

  Enhance processes
• In TQM, customer focus aims to meet customer needs and expectations, leading to satisfaction
• Kaizen initiatives at Toyota are an example of continuous improvement in TQM.
• Match the TQM principle with its description:

  Continuous Improvement ↔️ Ongoing effort to enhance processes

  Employee Involvement ↔️ Employees contributing to quality management

  Customer Focus ↔️ Meeting customer needs and expectations

  Process-Centered Approach ↔️ Managing processes to achieve quality
• What is one of the primary benefits of TQM in terms of product quality?

  Ensures high-quality products
• Increased customer satisfaction in TQM leads to enhanced customer loyalty
• Streamlined processes and waste reduction in TQM lead to reduced operational costs.
• How does employee involvement in TQM affect employee morale?

  Enhances job satisfaction
• Steps of the PDCA cycle in TQM

  1️⃣ Plan

  2️⃣ Do

  3️⃣ Check

  4️⃣ Act
• Match the quality management approach with its focus:

  Total Quality Management (TQM) ↔️ Overall quality culture

  Six Sigma ↔️ Process efficiency and waste reduction

  ISO 9000 ↔️ Quality management systems
• TQM aims to achieve long-term success by enhancing quality and productivity.
• What are the four key principles of TQM designed to ensure quality at every organizational level?

  Continuous improvement, employee involvement, customer focus, process-centered approach
• In TQM, employee involvement includes training and teamwork
• Companies like Amazon use customer feedback to improve service and product offerings in TQM.
• What is the primary goal of Kaizen in TQM?

  Continuous incremental improvements
• Six Sigma implementation in TQM uses the DMAIC methodology
• Resistance to change is a common challenge in implementing TQM.
• What is one of the critical requirements for successful TQM implementation in terms of management commitment?

  Full support from top leadership
• Inadequate data collection and analysis can hinder the identification of areas for improvement
• Match the real-world example with its TQM outcome:

  Toyota ↔️ Reduced defects and increased reliability

  Starbucks ↔️ Enhanced customer loyalty and satisfaction

  General Electric ↔️ Improved process efficiency and reduced costs

  IBM ↔️ Enhanced innovation and streamlined processes