Chapter 1
According to TQM principles, this percentage of quality problems are typically management's fault
What is 85% or more
Unprepared labor pool and attitude toward education
What are labor force factors that inhibit competitiveness?
An organizational value system that results in an environment conducive to establishing and continually improving quality
What is a quality culture?
Give/Get
What is VALUE?
He developed a trilogy focused on quality planning, control, and improvement. He is also known for being the first to apply the Pareto Principle to quality
Who is Joseph Juran?
Plan, Do, Check, Act
What is Edward Demings PDCA cycle
Quality requires continual improvement to maintain competitiveness
What is the relationship between quality and competitiveness?
The TQM approach to managers and employees
What is Managers are coaches and employees are valued partners?
7x as much
What is how much more does it cost to attract a new customer than to keep an old one?
Barnacles
In the tradition view of quality, these are measured per 100 while in TQM they are measure per 1000 or even 1,000,000
What are defects?
What is on-going?
Traditional practices and ceremonies that reinforce organizational values.
What are organizational rites, rituals, and custom?
Butterflies
What are short-term, profitable customers called?
The customers
Who should be the firm's top priority?
Continual process improvement
Customer focus
Scientific approach
Cost minimization as primary goal
What are key elements of TQM?
A team-based approach, a focus on innovation, excellent customer service, and a commitment to process reengineering
What are characteristics of a world-class manufacturer?
Individuals who exemplify and pass along the organizational culture
Who are cultural role models and transmitters?
Extreme customer satisfaction
What is delight?
___ is required for true customer loyalty, which drives customer retention
What is delight?
An approach to doing business that attempts to maximize competitiveness through continual improvement of quality
Quality ensures customer satisfaction and business sustainability, essential for ____
What is competitiveness
Fear, loss of control, uncertainty, and more work
Why do some people resist establishing a quality culture?
Focus groups, input groups, test customers, and customer surveys
What are ways to head-off complaints?
The traditional view of quality sees vendor relationships as __________ while TQM sees them as _______