![[B] Quality Management](https://images.ctfassets.net/r30ratzbtbbf/i8LbO1vcDMvNzSdWxnQRf/54a605409e2d3d8fd49f2366f6b864a9/QUALITY_MANAGEMENT-01.png)
LET'S DISCUSS 📖
Quality in Manufacturing
Michael Andrews is the head of quality assurance at a car component company.
Quality in Service
Keiko Suzuki is a customer relations manager at a large bank:
When it comes to services, quality can also be seen from the point of view of customers. The service must satisfy customer needs. The service received by the customer must be exactly what is planned and intended; mistakes in their accounts, for example, make customers extremely annoyed.
Quality could be characterized in relation to customer approval or the recognition that we are satisfying customer needs and meeting their expectations. There may even be customer delight or extreme satisfaction if we exceed those expectations.
QUESTIONS
1. What does conformity to specification mean from the manufacturing point of view?
2. How can quality be measured in terms of customer satisfaction
LET'S READ! 📖
Direction: Read the article and answer the questions that follow.
QUESTIONS
1. How has the implementation of Total Quality Management (TQM) affected TVS's performance?
2. What are some of the principles associated with Total Quality Management (TQM) at TVS?
LET'S PRACTICE! 📝
👂🏻 Listening Exercise
Direction: Listen to the audio in each item and answer the questions that follow.
- Why is word of mouth the best when it comes to influencing consumers?
- What happens when you gain the confidence and loyalty of consumers?
- How do companies minimize customer complaints and returns?
🗣 Speaking Exercise
Direction: Do you agree or disagree with the statement. Explain your answer.
From the perspective of producers, quality can be viewed in terms of conformity or conformance to specification, which means that the components and the product as a whole are made exactly as designed. In essence, there is consistency and elimination of variation resulting in zero defects. Everything must be done right first time to avoid the need for reworking components in order to correct the faults and defects.
The design for each component substantiates the intentions of its designer. To put it simply, conformity to specifications translates to materializing the designer’s intentions upon the creation of the components. Thus, the elimination of variation.
Like many ideas in relation to the quality, these ideas were first developed in Japan as part of Total Quality Management (TQM), but they have been copied all over the world.