Case study on total quality management with solution

Chapter 1.1 (Part –A): INTRODUCTION TO QUALITY Course: TOTAL QUALITY MANAGEMENT Course Code: BAHR3102 Specialization: HRM AND ACCOUNTING Department of Business Studies Source (Image): https://www.timeshighereducation.com/blog/truly-judge-quality-research-read-it Learning Outcome I Define and apply TQM Concepts and principles. 2 CHAPTER ONE (PART A) - OUTLINE Contents ➢QUALITY : AN OVERVIEW ➢What is Quality? ➢QUALITY – DEFINITIONS ➢FIVE VIEWS OF QUALITY ➢DIMENSIONS OF QUALITY ➢DETERMINANTS OF QUALITY ➢QUALITY COST ➢Goal of Quality Cost System / Total Cost Curve ➢Quality Gurus 3 Essential Reading ProQuest Resource 1) Bhat, K. Shridhara. Total Quality Management, Global Media, 2009. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/momp/detail.action?docID=3011272. Created from momp on 2019-01-08 00:21:07. Pp. 1 – 27 2) Naidu, N.V.R.. Total Quality Management, New Age International, 2006. ProQuest Ebook Central, http://ebookcentral.proquest.com/lib/momp/detail.action?docID=358035. Created from momp on 2019-01-08 00:11:41. Pp. 4- 10, 32 -36 3) Doug, W. (2015). Principles of quality costs : Financial measures for strategic implementation of quality management. Retrieved from https://ebookcentral.proquest.com/lib/momp/reader.action?docID=3002660&query=Principles+of+ quality+costs+%3A+Financial+measures+for+strategic+implementation+of+quality+management# Created from momp on 2019-02-25 23:33:44. Pp. 5 - 10 4 Essential Reading ProQuest Resource 4) Mishra, R. (2009). Reliability and quality management. Retrieved from http://ebookcentral.proquest.com Created from momp on 2019-02-27 01:52:54.137-142 5) Dale H.; Besterfield-Michna, Carol; Besterfield-Sacre, Mary; Besterfield, Glen; Urdhwareshe, Hemant; Urdhwareshe, Rashmi Besterfield.. Total Quality Management, (Revised Edition), Pearson Education India; 3rd Revised edition edition (2011). Pp 8-11 Online Read : https://books.google.com.om/books?id=n67M3XJB91IC&pg=PA8&lpg=PA8&dq=obstacles+in+tqm+implementation+Robert+J.+Masters&source=bl&ots=fMxi2U2cp_&sig=ACfU 3U0QCYN5ZEGCaSAAit7ppN-LEkWjIg&hl=en&sa=X&ved=2ahUKEwjJ- vbo6NvgAhXDwKQKHcQGAU8Q6AEwA3oECAcQAQ#v=onepage&q=obstacles%20in%20tqm%20implementation%20Robert%20J.%20Masters&f=false 5 QUALITY : AN OVERVIEW We are all victims of quality failures daily, such as: • late trains and flights, • leaking car-door seals and • Prematurely expiring light bulbs. Etc., ➢ The consumer is invariably the loser as the real costs of a quality failure may be much more than the value of the defective good or service. ➢ Different meaning could be attached to the word Quality under different circumstances. The word Quality does not mean the Quality of manufactured product only. It may refer to the Quality of the process (i.e., men, material, machines) and even that of management. Source: Bhat, K. Shridhara. Total Quality Management, Global Media, 2009. pp.1 Source : Michael Armstrong, (2006) Strategic Human Resource Management, 3rd edition, Kogan Page, Untied Kingdom (LONDON). Pp.19 Source (Image): https://www.chea.org/importance-quality-assurance-choosing-university 7 What is Quality? There are two viewpoints of quality that coexist and cooperate. ➢Producers (manufacturers or service providers) view quality as a set of standards and specifications that must be met (called conformance). ➢Customers view quality as attributes that please them. • While the consumer’s perception of ‘‘good’’ quality is important, the perception of poor or terrible quality is a disaster. • Alienating existing customers with product weaknesses and failures has a host of other side effects, which are undesirable. QUALITY - DEFINITIONS Source: Bhat, K. Shridhara. Total Quality Management, Global Media, 2009. pp.7 Source (Image): https://kalyan-city.blogspot.com/2013/05/what-is-product-quality-definition.html • The International Organisation for Standardisation (ISO) BS 4778: 1987 (ISO 8402, 1986)defined quality in terms of “The totality of features and characteristics of a product or service that bear on its ability to satisfy stated or implied needs” Source (Image):https://blog.erratasec.com/2011/04/government-didnt-create-internet.