quality

• How does W. Edwards Deming define quality?

  Quality is defined by the customer.
• What does Dell's mission statement emphasize about customer experience?

  Customers must have a quality experience and be pleased, not just satisfied.
• What is one simple definition of quality?

  Quality is defined as 'fitness for purpose'.
• Why is the concept of quality becoming increasingly important for businesses?

  Businesses are placing greater emphasis on providing quality goods and services in a competitive global marketplace.
• What are the benefits of quality in business?

  • Increased sales
  • Market orientation
  • Reduced waste
  • Customer satisfaction
  • Reduced costs
• What departments are typically involved in achieving quality in large manufacturing and service companies?

  Purchasing, Operations, Finance, Human Resources, and Marketing.
• What does 'quality must be built in' mean in the context of quality assurance?


  It means that management is confident in the quality of finished goods without needing to check them after production.
• What is the role of team working in quality assurance?


  Teams are responsible for checking the quality of raw materials, interacting during the installation process, and checking the finished product.
• Why is product design checking important for quality assurance?

  It ensures that the total design of the product meets quality standards and prevents costly failures.
• What is benchmarking in the context of quality assurance?


  Benchmarking is the process of setting standards of quality and output based on the best that competitors can offer.
• What are the stages in the benchmarking process?

  Discovering competitors' figures and setting new targets to match the best competitor.
• What is the significance of gaining commitment from the workforce in benchmarking?

  All levels of hierarchy must be committed to achieving the new quality standards.
• What does ISO 9000 signify in terms of quality management?

  ISO 9000 indicates the achievement and maintenance of quality management across the organization.
• What is production control?

  Production control ensures that standards set and processes designed to meet targets are actually being used in the workplace.
• What methods are involved in production control?

  Monitoring costs, controlling operations, supervising output, and using feedback methods.
• How is quality control defined?

  Quality control is a system of maintaining standards by testing a sample of the output against expected standards.
• What is Total Quality Management (TQM)?


  TQM is an operations management system that creates structures within an organization to satisfy internal and external customers and suppliers.
• What does the 'T' in TQM stand for?

  T stands for Total, integrating staff, suppliers, customers, and stakeholders into a single system.
• What does the 'Q' in TQM represent?

  Q stands for Quality, which can include speed, consistency, and innovation.
• What does the 'M' in TQM signify?

  M stands for Management, which involves improving and monitoring processes for opportunities for improvement.
• What are some methods used in TQM to ensure effectiveness?

  Quality chains, empowerment, monitoring, teamwork, quality circles, zero defects, and benchmarking.
• How has the view of quality responsibility changed in organizations?

  All employees are now responsible for quality, not just the quality control department.
• What is the overall objective of achieving quality in business?

  The overall objective is greater efficiency, achieving product quality, and improving productivity to enhance customer satisfaction.
• What are the discussion themes related to quality in business?

  • How quality can be achieved in business
  • The difference between quality control and quality assurance
  • How benchmarking can help improve product quality
  • Core parts of successful TQM