Bộ câu hỏi ôn thi tự luận môn Quản Trị Chất Lượng - TQM (4/7)

Bộ câu hỏi ôn thi tự luận môn học Quản Trị Chất Lượng Toàn Diện - Total Quality Management (TQM) (4/7)

TQM (4/7) Question 1: What is quality management?

Quality management is the act of overseeing all activities and tasks that must be accomplished

to maintain a desired level of excellence Quality management ensure that an organization, product or service is consistent It has 4 main components: quality planning, quality assurance , quality control and quality improvement Quality focus not only product or service quality, but also on the means to achieve it

Question 2: TQM?

Total Quality Management is an advanced management method that an organization/enterprise uses, oriented on quality, based on the participation of all members in order to bring about long-term success through customer satisfaction During the operation process, organizations/enterprises use quality management to improve the quality of products and services In addition, TQM improves overall system performance thanks to the principle of always doing the right thing the first time

Ex: A good example of Total Quality Management (TQM) is Toyota's implementation of the

Kanban system This is a physical signal that sets off a chain reaction, leading to a specific action

By using this idea to implement just-in-time (JIT), Toyota made its assembly line more efficient, the company decided to keep just enough inventory to meet the demand Respond to customer orders as they are created

As a result, all parts in a Toyota assembly line are assigned a physical tag with an associated inventory number Just before a part is inserted into the car, the tag is removed and moved up the supply chain, effectively requiring another part of the same part This allows the company to keep its inventory tidy and not hoard unnecessary assets

Question 3: What are the 4P’s and the 3C’s? Give your examples?

The TQM model has four hard components – four P's – processes, people, planning and performance, which are the keys to delivering quality products and services to customers and continuously improving overall performance The three C's culture, communication and commitment provide the glue or soft outcomes

• Planning – the development and deployment of policies and strategies; setting up appropriate partnerships and resources; and designing in quality

• Performance – establishing a performance measure framework – a ‘balanced scorecard’ for the organization; carrying out self-assessment, audits, reviews and benchmarking

• Processes – understanding, management, design and redesign; quality management systems; continuous improvement

• People – managing the human resources; culture change; teamwork; communications; innovation and learning

Example:

HoaYeuThuong

Plan: No.1 flower shop in VietNam

Performance: KPI 900,000,000 dollar, 250.000 order

Proceses: Search for new kinds, new service

People: Training new skills communicate

The 3C’s are: Culture, Communication, Commitment

Culture: VietNam

Commitment: join in improvement activities , review and improve

Communication: cooperate, invest

Question 4: What is the quality policy? Give your example for quality policy?

A Quality Policy is a requirement of any formalized quality management system (QMS), and its purpose is to set the framework for the commitment of the scope of the QMS for internal and external stakeholders

A Quality Policy is typically a brief statement that aligns with an organization’s purpose, mission, and strategic direction It provides a framework for quality objectives and includes a commitment

to meet applicable requirements (ISO 9001, customer, statutory, or regulatory) as well as to continually improve But a Quality Policy can be so much more It can become a way to drive passion for cultural change within an organization by incorporating pieces of it into routine meetings and embedding it into employee objectives and performance measurement

- Being appropriate to the purpose and context of the organization and supports its strategic direction - Providing a framework for setting quality objective

- Including a commitment to satisfy applicable requirements

- Including a commitment to continual improvement of the quality management system For example, some companies will incorporate a quality objective directly into an employee’s annual goals Examples could include being involved in a continual improvement project or simply maintaining compliance

Question 5: What is PDCA? Method & Cycle?

PDCA is an improvement cycle based on the scientific method of proposing a change in a process, implementing the change, measuring the results, and taking appropriate action The PDCA cycle enables an organization to ensure that its processes are adequately resourced and managed, and that opportunities for improvement are datemined and acted on

- Plan: establish the objectives of the system and its processes, and the resources needed

to deliver results in accordance with customers’ requirements and the organization’s policies, and identify and address risks and opportunities

- Do: implement what was planned

- Check: monitor and measure processes and the resulting products and services against

policies, objectives, requirements and planned activities, and report the results

- Act: take actions to improve performance, as necessary

Ex: As of 2021, Toyota Motor Corporation was the seventh-largest company in the world by

revenue, according to FXSSI.2 Kaizen and Toyota are synonymous because Toyota’s principles and

"The Toyota Way" define the idea of continuous improvement in the production system Toyota’s employees receive incentives for finding inefficient practices and designing ways to improve them, and the application of the PDCA cycle supports quick decision-making

Question 6: Principles , key elements of TQM?

Principle

Customer focus: The first of the Total Quality Management principles puts the focus back on the

people buying your product or service Your customers determine the quality of your product If your product fulfills a need and lasts as long or longer than expected, customers know that they have spent their money on a quality product When you understand what your customer wants

or needs, you have a better chance of figuring out how to get the right materials, people, and processes in place to meet and exceed their expectations

Total employee commitment: You can’t increase productivity, processes, or sales without the

total commitment of all employees They need to understand the vision and goals that have been communicated They must be sufficiently trained and given the proper resources to complete tasks in order to be committed to reaching goals on time

Process approach: Adhering to processes is critical in quality management Processes ensure that

the proper steps are taken at the right time to ensure consistency and speed up production

Integrated system: Typically a business has many different departments, each with their own

specific functions and purposes In an integrated system, everybody in every department should have a thorough understanding of policies, standards, objectives, and processes Integrated

systems help the company to look for continual improvement in order to achieve an edge over the competition

Strategic and systematic approach: Identifying, understanding and managing interrelated

processes as a system contributes to the organization’s effectiveness and efficiency in achieving its objectives Multiple processes within a development or production cycle are managed as a system of processes in an effort to increase efficiency

Continual improvement: Optimal efficiency and complete customer satisfaction, your business

should continually find ways to improve processes and adapt your products and services as customer needs shift The other Total Quality Management principles should help your business keep an eye toward continual improvement

Fact-based decision-making: Analysis and data gathering lead to better decisions based on the

available information Making informed decisions leads to a better understanding of customers and your market

Communications: Everybody in your organization needs to be aware of plans, strategies, and

methods that will be used to achieve goals There is a greater risk of failure if you don’t have a good communication plan

Key element of TQM

Ethics – Organizational ethics establish a business code of ethics that outlines guidelines that all

employees are to adhere to in the performance of their work

Integrity – Integrity implies honesty, morals, values, fairness, and adherence to the facts and

sincerity The characteristic is what customers (internal or external) expect and deserve to receive

Trust – Trust fosters full participation of all members It allows empowerment that encourages

pride ownership and it encourages commitment It allows decision making at appropriate levels

in the organization, fosters individual risk-taking for continuous improvement and helps to ensure that measurements focus on improvement of process

Training – Training is very important for employees to be highly productive Supervisors are solely

responsible for implementing TQM within their departments, and teaching their employees the philosophies of TQM During the creation and formation of TQM, employees are trained so that they can become effective employees for the company

Teamwork – With the use of teams, the business will receive quicker and better solutions to

problems Teams also provide more permanent improvements in processes and operations

Leadership – It is possibly the most important element in TQM For TQM to be successful in the

business, the supervisor must be committed in leading his employees A supervisor must

understand TQM, believe in it and then demonstrate their belief and commitment through their daily practices of TQM

Communication – It acts as a vital link between all elements of TQM The success of TQM

demands communication with and among all the organization members, suppliers and customers

Recognition – Recognition is the last and final element in the entire system As people are

recognized, there can be huge changes in self-esteem, productivity, quality and the amount of effort exhorted to the task at hand

Question 7: Continous improvement? Give your examples?

Continuous improvement, sometimes called continual improvement, is the ongoing improvement

of products, services or processes through incremental and breakthrough improvements These efforts can seek "incremental" improvement aver time or "breakthrough" improvement all at once

Ex 1: Continuous improve products based on customer survey everyday

Ex 2: Here's an example of an organization that eliminated unnecessary steps within a process to

optimize it for employees: A marketing team has a structured process for communicating with a new client One of the steps involves asking a series of questions to better understand the needs

of the client However, there are times during this portion of the process when clients provided vague answers or took several days to respond to emails After noticing this, the marketing director implemented a new process of sending a survey to each client where they can easily respond to all the necessary questions This increased the response rates from potential clients and gave the team well-rounded answers

Question 8: Differentiate between product quality and process quality? Give example?

• Product quality: means to incorporate features that have a capacity to meet consumer needs

(wants) and gives customer satisfaction by improving products (goods) and making them free from any deficiencies or defects

Product quality is having least defects and higher consumer satisfaction

• Process quality: focuses on how well some part of the process of manufacturing that

product, and getting it into the customer’s hands, is working The process being analyzed in

a particular case may have a very broad scope, or it may focus in on minute details of a single step For example, the precise temperature used when molding a component, or the torque used when driving a specific screw

Process quality is having the highest efficiency and best utilization of all resources in production

Ex: Product quality : full elements and non-toxic

Process quality : ensure quality in production

Question 9: Define cost of quality (COQ) and its importance in quality management?

Cost of quality (COQ) is defined as a methodology that allows an organization to determine the extent to which its resources are used for activities that prevent poor quality, that appraise the quality of the organization's products or services, and that result from internal and external failures

Cost of quality is a method for calculating the costs companies incur ensuring that products meet quality standards, as well as the costs of producing goods that fail to meet quality standards The goal of calculating the cost of quality is to create an understanding of how quality impacts the bottom line Cost of quality gives manufacturers an opportunity to analyze, and thus improve their quality operations

4 Types: Appraisal cost – Prevention cost – Internal failure cost – External failure cost

Question 10: Six sigma concepts? Give example?

Six Sigma (6 Sigma, or 6σ) is a system of business process improvement and quality management methods that rely on statistics to find defects (defects), determine the causes of defects, and resolve errors, to increase process accuracy When a process has no more than 3.4 defects (or defects) per million opportunities (products), it reaches the standard of Six Sigma

Ex: Cut staffing costs that are no value every year

Question 11: Lean is ?

Lean can be defined as: A set of techniques to identify and eliminate waste from operations A system of organizational principles to maximize value and eliminate waste A Competitiveness strategy based on satisfying customers by ever better products by developing deeper understanding and greater teamwork from every employee

Ex: Convert manual service to automatic service

Question 12: BenchMark & Example?

Benchmark is a basic English term and when they are translated into Vietnamese means

“Benchmark” The term “benchmark” here refers to the performance, performance, power of a certain product that has been tested (according to a common test pattern) and recorded the results After the results are available, people will use Benchmark - That benchmark to compare many products with each other and evaluate which product is stronger and stronger

Benchmark is known as a "common measure" when comparing a certain technology product with each other When "common measures" were born, they made the comparison much more fair, transparent, and clear So, we see that when someone compares any technology product, they often bring specific benchmark results to the conclusion

Ex: Comparing the potentials of two enterprises, Import-Export A and Import-Export B