Tqm Exam Notes
Chapter (1)
Definition of Quality:
The quality of a product (article or service) is its ability to satisfy or exceed customers’ needs and expectations.
“Bergman and Klefsjö”
Customers are: those we want to produce value/s to.
Quality Dimensions:
8-Quality dimensions of a good: (Pressed Factory) 1- Performance: such as speed, capacity, useful life, size. 2- Reliability: Is a measure of how often problems occur and how serious they are. 3- Environmental Impact: A measure of the product affects the environment. 4- Safety: That the product is safe for persons and properties or offer protection. 5- Serviceability (Maintainability): How hard to find and fix problems in the product. 6- Durability: To use, store and transport the product without damage. 7- Flawlessness: That the product has no errors at the time of purchase. 8- Appearance: An aesthetic parameter for design, choice and color.
8-Quality dimensions of a service: (Create CRC) 1- Credibility: Being able to trust the supplier. 2- Reliability: Consistency of performance. 3- Empathy: To understand the customer’s situation. 4- Access: How easy to contact the supplier. 5- Tangibles: The appearance of the equipment and premises. 6- Communication: To communicate easily with the customer. 7- Responsiveness: willingness to help the customer. 8- Courtesy: Politeness & kindness of the supplier.
The Cornerstones of TQM:
5-cornerstones, including a committed leadership:
1- Focus on Customers:
Quality has to be valued by the customers, so it is important to find what the customers (External & Internal) need and to systematically try to fulfill these needs and expectations in the development and manufacturing of the product. 2- Base decisions on facts:
Is to structure and analyze information using the right tools to draw conclusions then base decisions on the resulted facts. 3- Focus on processes:
Definition of Quality:
The quality of a product (article or service) is its ability to satisfy or exceed customers’ needs and expectations.
“Bergman and Klefsjö”
Customers are: those we want to produce value/s to.
Quality Dimensions:
8-Quality dimensions of a good: (Pressed Factory) 1- Performance: such as speed, capacity, useful life, size. 2- Reliability: Is a measure of how often problems occur and how serious they are. 3- Environmental Impact: A measure of the product affects the environment. 4- Safety: That the product is safe for persons and properties or offer protection. 5- Serviceability (Maintainability): How hard to find and fix problems in the product. 6- Durability: To use, store and transport the product without damage. 7- Flawlessness: That the product has no errors at the time of purchase. 8- Appearance: An aesthetic parameter for design, choice and color.
8-Quality dimensions of a service: (Create CRC) 1- Credibility: Being able to trust the supplier. 2- Reliability: Consistency of performance. 3- Empathy: To understand the customer’s situation. 4- Access: How easy to contact the supplier. 5- Tangibles: The appearance of the equipment and premises. 6- Communication: To communicate easily with the customer. 7- Responsiveness: willingness to help the customer. 8- Courtesy: Politeness & kindness of the supplier.
The Cornerstones of TQM:
5-cornerstones, including a committed leadership:
1- Focus on Customers:
Quality has to be valued by the customers, so it is important to find what the customers (External & Internal) need and to systematically try to fulfill these needs and expectations in the development and manufacturing of the product. 2- Base decisions on facts:
Is to structure and analyze information using the right tools to draw conclusions then base decisions on the resulted facts. 3- Focus on processes: