MS – 96 - Total Quality Management

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MS – 96 - Total Quality Management

1. Explain the salient features of Total Quality Management (TQM) approach and their relevance in the present competitive environment.

Answer : Meaning: -The concept of TQM was developed by Dr.W.E. Deming (regarded as the father of TQM) in 1960s in Japan. TQM is strategic approach that focuses on production of best possible product or services through constant innovation and timely action. It places emphasis on prevention of errors rather than on rectification.

Definition: - TQM is a management approach that places emphasis on continuous improvement in quality, in the interest of the organisation and that of its customers”.

The following are some of the features of TQM:

1. Customer Focus: - TQM Palaces emphasis in meeting the requirement of both the internal as well as the external customer. In order to meet the requirements for the external customer, it is necessary to meet the needs of the internal customer. The initial focus should be on meeting needs of internal customer before an attempt is

2. List out the 14 steps give by Crosby in TQM. Discuss the advantages and disadvantages of Crosby’s “Absolute Quality Management”.

Answer :

1. Commitment of Management

First and foremost, management must be committed to improving the quality in a company. This commitment must also be transparent to all employees so that proper attitudes towards a Zero Defect product or service line are modeled.

2. Formulate the Quality Improvement Team

Forming a quality improvement team is the second step to achieving total quality management. Search for team members who will model quality improvement commitment, and who are not already over-committed to other

3. Do you think leadership is an important aspect for successful application of Quality Management in an organization? Justify giving examples.

Answer : Leadership can act as senior management's tool in implementing TQM in two fundamental ways. First, by modeling the TQM philosophy and principles within its departmental operations, leadership can serve as a beachhead for the TQM process throughout the company. Second, leadership, with senior management's support, can take the TQM process company-wide by developing and delivering the long-term training and development necessary for the major organizational culture shift required by TQM.

4. Explain “P-D-C-A cycle”. Discuss how it is helpful in problem solving.

Answer : Something needs to change: Something's wrong, and needs to be fixed, and you've worked hard to create a credible vision of where you want it to be in future. But are you 100% sure that you're right? And are you absolutely certain that your solution will work perfectly, in every way?

Where the consequences of getting things wrong are significant, it often makes sense to run a well-crafted pilot project. That way if the pilot doesn't deliver the results you expected, you get the chance to fix and improve things before you fully commit your reputation and resources.

5. Discuss the objectives and structure of ISO 9000.

Answer : ISO is known as International Organization for Standardization. It is an international federation of the national standards bodies of over Ninety countries. Its function is to promote common standards and to define ‘harmonize’ product, service, and business practices throughout the world. The ISO 9000 group of standards is about quality management systems and created to help organizations make sure that they meet the requirements of clients and other stakeholders.

Five Objectives of ISO 9000

·         Gives businesses with useful, globally recognized models for operating a quality management system.

·         Achieve, maintain and aim to regularly enhance product quality (the standards define “product” as the output of any process.

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