Page 48 - DMGT524_TOTAL_QUALITY_MANAGEMENT

Unit 3: Concept of Quality Management

Continuous Improvement: It refers to the concept that continuous focus on improving an Notes
organization’s performance – from assembly line to the CEO – is a permanent objective.
Employee Involvement: Giving employees input and allowing them an impact on decisions
affecting their jobs is known as employee involvement.
Just in Time: The principle of production and inventory control in which goods arrive when
needed for production or use is called as just in time.
Kaizen: Kaizen is a system of continuous improvement in quality, technology, processes,
company culture, productivity, safety and leadership.

Miryokuteki Hinshitsu: The idea that things should have an aesthetic quality is known as
Miryokuteki Hinshitsu.
Quality: Quality is defined as the totality of characteristics of an entity that bear on its ability to
satisfy stated or implied needs.
Systems Thinking: Systems thinking is a way of understanding reality that emphasizes the
relationships among a system’s parts, rather than the parts themselves.
Value Sharing: Value sharing is a universal paradigm that provides a foundation for a complete
quality system.

3.7 Review Questions

1. Explain the concept & dimensions of quality.
2. Discuss the principles of TQM.
3. Explain TQM framework with special reference to continuous improvement and customer
focus.
4. Mention the obstacles and benefits of TQM.
5. What are the two types of barriers? Differentiate between them.
6. Why we need quality management? Explain.

7. Briefly explain the concept of continuous improvement.
8. Discuss the role of top management in total quality management.

Answers: Self Assessment

1. Quality 2. Degree
3. Customer expectations 4. Customer focus

5. Systems and procedures 6. Customer satisfaction model
7. Employee empowerment 8. Learning
9. Total Quality Management 10. Customer satisfaction
11. Benchmarking 12. PDCA cycle

13. Top 14. Training
15. TQM 16. Effective
17. Problem solving 18. Improvement

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