Quality concepts midterm

Explain the importance of win-win thinking.

Win-Win thinking is that it mutually benefits everyone in a cooperative way versus a competitive way Which makes the team more productive because everyone is benefiting

List the four elements of TQM.

The Four elements of TQM are customer focus, employee empowerment, continuous improvement, and management by facts.

We all know that a 90 or better is an "A", which is the ultimate grade. You are about to have a pacemaker installed inside your body. The company that makes the pacemakers rate their product as 99.6 percent error free. Describe your feelings the night before the surgery as you contemplate the defect rate of this product.

. If I knew there was a possibility of failure I would most likely find someone else that could guarantee me that the product would work and not be defective.

Distinguish between the early concept of quality (conformance to specifications) verses the new (maintenance of consistency).

. TQM has moved from the engineering concept of quality, and now focuses on maintaining consistency in products and service to the company.

1. Why is employee empowerment important for a company?

1. Employee empowerment is important for the company because it makes the employee more motivated to work and more productive to reach the company's goal through their hard work. 3. Involvement allows Employees to make decisions that directly affect their jobs while empowerment allows employees to make autonomous decisions. 4. Give them incentives like paid vacation, give them raises if they are handworker's, and let them know that you trust them and be positive with them. 7. Development is important to employee empowerment because it allows them to grow as employees and advance in the company. 10. Four ways to facilitate employee empowerment is trusting them and do not micromanage them, Celebrate your employees accomplishment, allow them to come up with ideas that influence the company, and lastly forgive them if they accidently make a mistake. 11. A positive attitude can make the team more productive and efficient in the goal they want to meat, while a bad attitude can bring the team down and waste time which delays the project or goal the company wants to reach.

Explain what is mean by "Quality is a competitive tool."

1. Quality is a completive tool because It helps companies to compete against each other by: 1. Building, shaping, and innovating a product 2. Unleashing the talent of its workforce 3. Reducing waste 4. Increasing efficiency and profits

Explain what is meant by the phrase, "Inspection works well on an individual basis, but is expensive and wasteful in mass production."

3. Inspecting individual items is a good thing to do, but inspecting every single item that comes through the assembly line will cause more harm than because of the time and money spent inspecting every item thoroughly.

For problem 7, how many out of 1,000 pacemakers will be defective?

4 products would be defective and the other 996 would not.

Describe how employee attitude affects a team and the work process.

A positive attitude can make the team more productive and efficient in the goal they want to meat, while a bad attitude can bring the team down and waste time which delays the project or goal the company wants to reach.

List the five economic advantages America had over its competitors after World War II.

After World War 11 America economic advantage incuded a huge domestic market, the world's best technology, an educated workforce, enormous wealth, and the world's best managers.

Explain the advantage of a company having a quality program.

An advantage of a company having a quality program is that it Increases productivity and lowers cost, & makes workers and management happy with their job.

Define customer satisfaction.

Customer satisfaction Is when the customer is satisfied with the product they received and it exceeded their expectation.

Define customer specification and customer expectations.

Customer specification is what a customer needs in a product or material. Customer expectation is what a customer expects from a product that they buy.

Explain why development is important to employee empowerment.

Development is important to employee empowerment because it allows them to grow as employees and advance in the company.

Explain the importance of diversity.

Diversity is important in the workplace because it allows us to learn from others and it facilitates collaboration among different ethnic groups.

(True or False) Zero defects means the worker comes to work each day and must not make a single mistake.

False

Describe the four benefits that quality gives to a society or a company.

Four benefits that quality gives to a society or a company include the fact that Quality builds costumers loyalty and trust, and retains customers, Quality sustain profit margins, A better impression helps expand the customer base. In the long run, quality will reduce waste and operating costs, and increase profits for the company.

List four variables used in customer satisfaction surveys.

Four variables given in surveys are Wait time of the service, Courteousness of the service The availability of the object the customer seeks, and Correct billing.

List four ways to facilitate employee empowerment

Four ways to facilitate employee empowerment is trusting them and do not micromanage them, Celebrate your employees accomplishment, allow them to come up with ideas that influence the company, and lastly forgive them if they accidently make a mistake.

List three ways to motivate employees.

Give them incentives like paid vacation, give them raises if they are handworker's, and let them know that you trust them and be positive with them.

How did Crosby define zero defects?

He defined it as no defects in time, money, and frustrated managers.

Describe the Differences between TQM and ISO.

ISO has baseline standards for quality that is intended to be used for application and a wide range of nonspecific industries and products and not involved in safety, admiration, and sales.. While TQM focuses on every aspect of the company to improve the quality of everything in the company.

What is the purpose of ISO registration?

International Standards organization registration purpose to develop, and promote standards of all sorts to the world.

Explain how involvement is different from empowerment.

Involvement allows Employees to make decisions that directly affect their jobs while empowerment allows employees to make autonomous decisions.

Describe how angry customers walking away affect future business.

It affects businesses because that customer might leave a bad review which could lead people to not buy their product anymore and the company could lose profit.

What did Ishikawa say was the main difference between Japanese and American management?

Japanese managers listened to their employees

Who did Juran, Crosby and Deming claim was responsible for about 89% of all quality problems? 2. (True or False) Zero defects means the worker comes to work each day and must not make a single mistake. 3. How did Crosby define zero defects? 4. What did Ishikawa say was the main difference between Japanese and American management? 5. What did Juran's quality focus on?

Management

List two dangers to the American economy if Americans prefer and buy foreign goods over American-made goods.

One danger would be that the economy would see a fair loss because the American money would be going to other countries. Another loss would be to the workforce because if people are buying foreign goods than Americans would lose jobs because company's would not be able to pay their employees if their businesses are not making money.

Identify four effective interpersonal skills.

Problem-solving, decision-making, verbal communication, and assertiveness are all effective interpersonal skills.

Explain why quality will be an unending marathon for any business.

Quality will be an unending marathon for any business because there are always competitors that will be trying their best to come up with higher quality product.

List three cost of quality to maintain customer satisfaction

Surveys, complaint departments, returned or restocked merchandise, and employee training.

List four basic elements essential for a team's success.

Team goals, good communication, mutual understanding, 100% participation.

Describe the advantages of a team over equal number of individuals.

Teams share information and ideas that individuals would not be able to do. They will often lack the ability to multi-tasks which waste time and would have more errors than a team. Team concepts perform efficiently than individual concepts.

Explain what is meant by the sentence, "A highly effective team is not possible with low-talent people."

Teams work best when all of the teammates are participating, and doing their part and not being lazy.

Describe the 1 - 10 - 100 Rule.

The 1 in the rule represents one dollar, the 10 represents ten dollars, and the 100 represents 100 dollars. The further a nonconformance moves through the system, the more expensive fixing the problem becomes.

3. Explain the benefits of ISO registration.

The benefits of ISO registration is businesses are free to compete around the world, for customers they have a wider choice of products to choose from. Developing countries can make right decisions before choosing to invest in scarce resources, Consumers are more satisfied with their products because of ISO quality, safety, and reliability, and ISO also helps preserve the environment.

. Describe the philosophy of Total Quality Management.

The philosophy of TQM is that it seeks to improve quality for a company by involving everything not just certain things.

1. Explain the purpose of teams.

The purpose of teams is to be more productive and efficient with a project or deadline that the company or organization wants to meet. Because you have multiple people working on the same project which allows each individual of the team to focus on one aspect of the project, rather than have one-person work on a project that would take so much more time.

Write a definition of quality for a riding lawnmower.

The quality of riding a lawn mower depends on a few factors which includes if it works or not, if it moves, how good it is at cutting the grass, and would it last long enough to be able to keep on using again if all of these are good than I would have a good quality riding lawnmower.

What did Juran's quality focus on?

his quality focuses on top-down management and technical methods rather than worker pride and satisfaction.