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

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

TQM (7/7)

1 Definition of Quality?

Quality is a concept that characterizes the ability to satisfy customer needs For the same purpose of use, the product that satisfies higher consumer needs has higher quality Customers' requirements for products or services are usually: good, beautiful, durable, long-term use, convenient, reasonable price

Example:

• Example 1: Quality in the manufacturing sector: The product is a pair of shoes, but

some customers will care about the material (inherent properties), other customers will care about the style (sensory properties) ) and with two different interested customers as above, we will see that the specific definition of quality in these two products is different If the manufacturer meets more than 2 of the above criteria, the number of customers using the above product will be greater than meeting only 1 of 2 criteria

• Example 2: Quality in the service sector: When buying phones from e-commerce

centers, some customers will be interested in the characteristics of the products they buy (primary product quality), some customers will be interested in the characteristics of the supplier's behavior (welcoming, consulting, post-purchase warranty) - the quality of the by-products

2 Define Total Quality Management( TQM) Explain how importance of TQM in a coffee store chain and provide examples

TQM (Total Quality Management) is a management method of an organization or enterprise, oriented on quality, based on the participation of all members to bring about

long-term success through customer satisfaction Applying TQM not only improves the quality of products and services, but also improves the performance of the entire system thanks to the principle of always doing the right thing the first time

➢ Explain how important of TQM in a coffee store chain and provide examples

TQM is very important in the business of a chain of coffee shops For the following reasons:

- Helps improve product and service quality: Product quality issues are associated with the recipe, the taste of the drink as well as the level of satisfaction before and after the customer experiences the service Coffee shops must ensure and maintain their core values At the same time, service quality assurance must be almost the same

- Easier to manage the staff: Apply TQM in an employee system, the first thing is to recruit employees with good attitude An employee with little experience and professionalism at work can be trained, but an employee with a bad attitude will lead to many consequences for the restaurant and affect the quality and customer perception of the restaurant restaurant, losing customers Many employees take advantage of loopholes in management to steal time or cause losses for the cafe

- Help manage cash flow and revenue effectively: The most important thing when opening a cafe is profit, so must know how to manage revenue and expenditure closely so as not to lose money silver Because money is still the central part of the shop, without money, no revenue, it is impossible to maintain the shop's operation

Example: Trung Nguyen coffee chain applies TQM to their chain of stores Thereby helping

to improve product quality, improve service quality and increase customer satisfaction

3 Explain the difference between quality and reliability; and between quality of design and quality of conformance

The difference between quality and reliability is that quality shows how well an object performs its proper function, while reliability shows how well this object maintains its original level of quality over time, through various conditions

Quality is a much broader aspect than reliability Quality covers almost everything from organization, managements, service, procedures, people, product, product-life etc In simple words, Reliability is only a subset of quality, the others being performance, consistency, efficiency, user experience etc Whereas, Quality is the measure of conformance to laid down product specification

Quality of design is defined as a fit between a product's (service's) design and customer needs; quality of conformance is defined as a fit between the attributes of an actual product and its specification

4 " The four Ps’ and three Cs’ frorm is the basis of a simple model for TQM to take organizations successfully into the twenty-first century" Explain your understanding about statement with examples in a business

These ‘Four Ps’ form the basis of a simple model for TQM and provide the ‘hard management necessities’ This has to include:

- 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

The Three Cs of Culture, Communication, and Commitment provide the glue or "soft outcomes" of the model

Example: Starbuck

The Four Ps:

- Planning: that the company correctly segments the market and continuously focuses on its product bundle, has always been, and will always be about quality when it comes to coffee

- Performance: The company uses random check-ins from district managers wherein they check the baristas, talk to the customers to acquire feedback, and check drinks to ensure quality It also uses EcoSure to perform checks of the required qualifications every six months for all the stores to ensure that the quality standards are maintained Moreover, Starbucks considers empowering employees as a quality system by mobilizing them to become brand evangelists and providing them with sufficient employee benefits

- Processes: What makes their coffee outstanding among others is that they choose exceptional coffee beans for they believe that quality, flavor, and complexity cannot come from simple roasting They place coffee beans in high altitude which creates density and

in turn would create to flavor But it is not just about the altitude It is on all the things that they do for they have always applied higher standards to the sorting and grating and not everybody does that

- People:

The Three Cs:

- Culture: Employees are partners – Starbucks often refers to its employees as “partners” and encourages them to voice their opinions and influence the company more All

employee contributions will be received to improve Starbucks products and business model

Management takes the lead – Managers at Starbucks are solely responsible for

“spreading” the culture to each of their employees

- Communication: Starbuck carefully plans communication from defining communication goals, communication objects, communication messages to choosing communication channels and then they make an assessment of the communication results All processes are planned in detail and fully implemented

- Commitment: Starbucks' commitment goes hand in hand with its mission, which is a point that makes a difference and attracts customers to Starbucks Starbucks' commitments include:

o Understand environmental issues and share information with our associates

o Develop innovative and flexible solutions to deliver change

o Strive to buy, sell and use environmentally friendly products

o Realizing financial responsibility is essential to our environmental future

o Make environmental responsibility a company value

o Measure and track our progress for each project

o Encourage all associates to join our mission

The keys of successful leadership in quality management:

(1) Attention through vision

- Vision is central to leadership success, without it leaders and their teams are flying blind!

- A clear vision guides effective action as it provides the all important bridge from the present to the future

(2) Meaning through communication

Developing excellent communication skills is absolutely essential to effective leadership The leader must be able to share knowledge and ideas to transmit inspire and motivate

to others

(3) Trust through positioning

Positioning is a result of the things the leader does, constantly and predictably, to establish trust and make his vision clear to the followers

(4) Confidence through respect

When employees respect you, they are more likely to work harder to accomplish a shared goal they believe in I will ask the management to improve aspects such as infrastructure, quality of medical staff, necessities, environment, if invited to advise the senior management team at the local hospital I also need them to make sure that the patient and the surrounding community perceive the good quality of the hospital's services They need to ensure effective communication and interaction between the services the hospital provides and the clients Furthermore, patient involvement should be inspired in the patient's treatment decision-making procedures

Define of Leadership:

Leadership is the ability of an individual or a group of individuals to influence and guide

followers or other members of an organization Leadership involves making sound and sometimes difficult decisions, creating and articulating a clear vision, establishing

achievable goals and providing followers with the knowledge and tools necessary to achieve those goals

Example about leadership:

Jack Welch demonstrates leadership as chief executive officer (CEO) of General Electric

Co from 1981 to 2001 He played a key role in 600 acquisitions in emerging markets and increased GE's market value from $12 billion to $505 billion by the time of his retirement Because the world is always changing, Welch insists everyone at GE must embrace change

In order to continue to develop the company's activities and generate greater output, managers and employees must continuously innovate themselves and their work

Welch has hired managers who share its vision of GE, having unlimited energy and being able to keep employees engaged He looks for managers who create, develop and refine ideas for the future and find ways to turn them into reality He also emphasized that managers must stand with employees as a way to understand what they are doing and why

Thanks to Welch's leadership style, managers and employees are more empowered, product quality is higher, customer satisfaction and profits increase significantly )

6 What requirements for effective leadership in an organization? Describehow you would go about helping a senior management team in a hospital gain the commitment of the medical, nursing and administration staff to deliver quality health services to the local community

5 Requirements for effective leadership in an organization:

1 Innovation

In addition to finding innovative solutions, effective leaders actively create a culture of innovation by being open to the ideas of others They realize that an innovative idea can come from anyone in the organization, from the C-Suite to the support staff Frontline workers (i.e cashiers, customer service representatives, repair technicians) have a strong connection with customers, as they create and deliver products and services directly to consumers every day Their input and ideas for quality improvement are especially valuable to innovation

2 Vision

If you want to go somewhere you've never been, you need a map When an organization wants to achieve its goals, it needs a vision Dr Cichy said organizational leaders must clearly establish and communicate that vision and invite others to share and implement

it

3 Inner value

Many of the MSU studies showed that top organizational leaders emphasize strong family values They recognize the values they were given by their families, and that work-life balance is essential to success The ability to focus on the organization when at work, and,

in turn, spend quality time with family when at home, is essential to effective leadership Knowing your strengths, as well as your weaknesses, is an essential aspect of honoring your inner values Once you’ve identified your strengths, it’s possible to nurture and use them to your fullest potential This is essential to developing your leadership style and building a strong organization

4 Inspiration

Effective leaders inspire their associates in many ways They make an effort to know them and ask them for their input and ideas They share their vision and goals, and then give them the tools to succeed in reaching those goals And perhaps most inspiring of all, they

allow them to make mistakes and learn Inspiring leaders expound the notion that there are no failures, only opportunities for learning and growth

o Prepare the clinical staff to work with caregivers Build an empathic clinical staff that can effectively deliver care to the patient while also providing attention to the caregiver More and more, the patient caregiver is becoming a key judge of care quality

o Create a culture of shared accountability A superior nursing team will help each other respond to patient needs, not ignore a patient’s call because “he’s not my patient.”

o Understand how caregivers impact hospital image and reimbursement Every impression matters Poor performance by a member of the nursing team can degrade the entire team’s performance Hospitals should recruit, train and retain staff that understand the service side of the care experience

o Provide consistent quality patient care Hard wire consistency into patient care Ensure quality patient engagement is replicated throughout the care team, measuring for effectiveness and tracking for improvement

7 Explain how the culture in an organisation develops over time and describe the main components How would you go about addressingnegative cultural and behavioural aspects in a factory which are clearly leading to quality problems in the marketplace?

An employer must begin with a thorough understanding of what culture is in a general sense and what their organization's specific culture is At the deepest level, an organization's culture is based on values derived from basic assumptions about the following:

o Human nature are people inherently good or bad, mutable or immutable, proactive

or reactive? These basic assumptions lead to beliefs about how employees, customers and suppliers should interact and how they should be managed

o The organization's relationship to its environment How does the organization define its business and its constituencies?

o Appropriate emotions Which emotions should people be encouraged to express, and which ones should be suppressed?

o Effectiveness What metrics show whether the organization and its individual components are doing well? An organization will be effective only when the culture

is supported by an appropriate business strategy and a structure that is appropriate for both the business and the desired culture

Example negative cultural and behavioral aspects in a factory:

• Negative:

Unmotivated

Avoid taking initiative, narrowly define job responsibilities, avoid taking responsibility, look busy while doing nothing, avoid hard jobs, uncooperative, blame others, lack of

problem ownership, procrastination, poor attention to detail, boredom, undervalued, disrespected, lack of accountability, lack of recognition

Socially harmful

Gossip, humours, ridicule, harassment, humiliation, bullying, indifference, lack

of empathy, lack of support and understanding, lack of compassion, aggression, lack of social interaction, cliques or ‘in’ groups, fear of retribution

Distrusting

Distrust in colleagues, distrust in management, blame, perceived injustice, victim mentality, micromanagement, lack of openness and honesty, lack of transparency, us and them mentality

Dissatisfied, unfulfilled, low self-confidence, fear

To solve this problem, I can create strong and consistent messages about what is expected and what is appropriate, and I can create strong and appropriate sanctions for deviation

from these norms In this way I can create a strong and positive team culture I can do to limit the impact of negative external influence on your team culture Besides:

- Building a spirit of solidarity in the business

- Building a cultural atmosphere of openness and mutual trust in the enterprise

- Build an organizational culture that demonstrates the risk-taking ability of all employees in the organization

- Building an organizational culture based on the traditional valuesof the nation

- Building a people-oriented organizational culture, respecting people

8 Describe the key stages of interating total quality into the strategy of an organization of your choice

Key stages in integrating total quality management into an organization's strategy There are 11 stages:

1 Approach: To determine the need and determination to adopt TQM It is necessary to

reach agreement between the leaders and key staff

2 Organization and personnel: To prepare for the organization, enterprises need to build

a development board and dedicated TQM organization Formula training and skill building

3 Building a TQM program: To plan an overall TQM implementation program with many

appropriate stages and steps There should be a detailed plan, required resource requirements, and specific segregation of duties

4 Launch TQM program and plan: This stage is to widely propagate the TQM program and plan in the company

5 Quality assessment: To identify quality problems and the effectiveness of quality efforts Evaluate the economic efficiency of TQM and develop an action plan