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TQM Feedback

by Ron Kurtus

Readers have sent in a total of 211 comments and questions on TQM issues. They are listed according to date.

You can read them to further your understanding of the subject.



List of next 15 letters

Title

Topic

Country

How to build up customer relations Restaurant Quality Philippines
 
How can I answer courier questions? Complaints Uganda
 
Improving with TQM General Malaysia
 
How could TQM affect planning? General UK
 
Action level method of stock control Inspecting for Quality Kenya
 
Quality answer is not the best Inspecting for Quality Jordan
 
Why are tolerances often used in production? Variability Reduction Jordan
 
Improving TQM in company General South Africa
 
Relevance of TQM Principles Uganda
 
Difference between TQM and Quality Management General India
 
How can I apply TQM in my business? Application Nigeria
 
Want to improve performance in clinical laboratory Principles USA
 
I would like to get further reading notes on TQM Principles Tanzania
 
Don't understand what TQM is about General Somaliland
 
Apply TQM in Telecommunication Industry Principles Abu Dhabi
 

Next 15 letters

 




First 15 letters


Restaurant Quality

How to build up customer relations

December 2, 2011

Question

How to build up customer relation during restaurant operation?

kenneth - Philippines (22228)

Answer

Obviously, you should provide quality food and service.

A good way to improve customer relations is to give a Survey Card with the bill that asks the customer's opinion on how the food and service was. As a reward for handing the the card, offer something like a free entree or dessert the next time the person comes in. Although it may cost a little, it will assure the person comes back and creates good will.

Best wishes in the restaurant.

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Complaints

How can I answer courier questions?

November 9, 2011

Question

How can i answer courier questions?

kyokunda - Uganda (22156)

Answer

The goal is to satisfy the customer and to solve their problem. You can be polite and sympathetic with their problems. However, what is important is that the company management realizes any complaints and tries to rectify them.

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General

Improving with TQM

November 9, 2011

Question

how to improve tqm?

aina - Malaysia (22158)

Answer

TQM is a management system and philosophy of business that promotes continuous improvement. Seek to improve the processes or ways the work is done as a way to improve profits and business.

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General

How could TQM affect planning?

November 8, 2011

Question

How TQM could affect the application of business planning and corporate expectations

luckshan - UK (22154)

Answer

TQM provides a philosophy and methods for improving business based on satisfying customers and continuing improving methods in order to increase quality and reduce waste. A big problem area is when corporate and stockholder expectation are on short-term profits, such that they overlook customer retention and the up-front cost of improving quality.

Business planning requires measuring customer satisfaction and costs of waste, among other things. Planning should look toward improving the business and not simply getting things done.

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Inspecting for Quality

Action level method of stock control

November 2, 2011

Question

Explain the action level method of stock control

Patrick - Kenya (22131)

Answer

There are several methods for controlling stock or inventory. You can identify a minimum stock level and re-order when stock reaches that level, or you can have regular reviews of stock and place an order to return stocks to a predetermined level. There are also Just In Time (JIT) control, and First in, first out methods.

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Inspecting for Quality

Quality answer is not the best

October 11, 2011

Question

Dears,

I read the article and solved the mini-quiz, but regarding the question #2 "What is an important aspect of SPC?", I am actually not convinced with the correct answer, which is answer a "It is seeking to improve the process and not the worker", because while we are applying SPC, we might inspect that the problem of defective results is that the worker misuses a machine, or does not communicate well with other co-workers, therefore, solving this problem means that we are improving both the process and the worker as well.
So, i nominate answer c "It weeds out failures before products are delivered".

Looking forward for your reply soon.

Thanks

rasha - Jordan (22057)

Answer

You bring up an interesting point. In its pure sense, statistical process control (SPC)is only looking at a process--especially in manufacturing--as a way to optimize its efficiency and reduce waste. It is assumed that the workers are doing their jobs as instructed. However, if a worker does not follow procedure and misuses a machine, either by ignorance, carelessness, or even the influence of drugs or alcohol, the best process in the world can be torn down. In other words, the human factor should also come into play.

For now, I think a better answer would be (c). But also, I will improve the lesson, as well as add some others to bring into control of worker miscues. One possible method is Prevent Mistakes with Poka-Yoke.

Thanks for your feedback on this issue.

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Variability Reduction

Why are tolerances often used in production?

October 11, 2011

Question

regarding question 1, why the correct answer is a not c ??

thanks

rasha - Jordan (22058)

Answer

I changed the wording slightly to clarify things. The reason for tolerances is: (a) To provide limitations on the dimensions of an object.

That is a definition of an item's tolerance.

The reason for tolerances has nothing to do with making measurements.

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General

Improving TQM in company

October 3, 2011

Question

I'm currently looking for any ways or recommendations on how to improve TQM internally and externally.

Simthembile - South Africa (22039)

Answer

The most important thing is that the leader of the company wants to improve things. The leader must buy into using TQM.

The internal attitude should be to satisfy the customers and improve the way business is done. This should be in the companys mission statement, and every employee should want to satisfy the external customers. Quality product and good customer service are important.

Helping your suppliers provide quality goods is done through training and clear communication about what you expect. This is also true for internal suppliers, which are the workers.

All along, you need to monitor improvements and let everyone know how you are achieving your goals.

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Principles

Relevance of TQM

September 2, 2011

Question

discuss the relevance of total quality management.

Higgy - Uganda (21939)

Answer

Total Quality Management (TQM) concentrates on satisfying customers such that they will make more purchases, as well as refer others to the business. This results in increased revenue.

TQM also improves processes that result in reducing waste and lowering costs.

TQM also enables workers and suppliers to allow them to make a greater input to the profits of the company.

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General

Difference between TQM and Quality Management

August 25, 2011

Question

any difference between tqm and quality management

jaya - India (21920)

Answer

TQM (Total Quality Management) means the management of quality for the whole business, from upper management down to the worker level. Quality Management can be the same as TQM, but the expression may also be used in some companies to be like Quality Control, where the concern is only on the production line.

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Application

How can I apply TQM in my business?

August 9, 2011

Question

My company is a financial and asset management firm. I really don't know how to apply TQM to my organisation.
The name of the company is Lotus Capital Limited.

- Nigeria (21873)

Answer

The first thing is to define what your customers really want and expect from your company. Certainly, they want their a return on their investments and not losses. They also want to be assured that your company is honest and competent. You are seeking customer satisfaction, so that they continue doing business with you and recommend your service to others. It is often worthwhile to ask your customers what would make them pleased with your service. Make it your motto to satisfy your customers and clients.

You want good performance from your workers and suppliers. Help them provide you with quality by giving clear instructions, along with solid praise for a job well done. They need to think in terms of helping you satisfy your clients.

Finally, look toward areas where you can improve the way your and your workers do business. Often getting suggestions from workers and suppliers can help reduce waste, while empowering them to join in your efforts.

These three factors summarize implementing TQM in your business.

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Principles

Want to improve performance in clinical laboratory

June 11, 2011

Question

I WOULD LIKE TO IMPORVE THE PERFORMANCE OF A CLINICAL LABORTORY. Could this help me and my laboratory?

Jennifer - USA (21708)

Answer

TQM can be effective in improving the performance in a clinical laboratory.

The first part is to make sure the work done satisfies the results desired from the doctors and patients. This means the results are accurate and completed in a timely manner. Much of this has to do with everyone having the attitude of doing their best.

In order to get quality results, you need to help workers and suppliers provide you with quality services and goods. Clear instructions and quality training are needed. Well-trained workers make fewer mistakes and provide better performance.

Finally, processes and methods should be constantly improved. The organization needs to look toward better ways of performing tasks. Measuring results is an important part of this.

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Principles

I would like to get further reading notes on TQM

May 11, 2011

Question

I would like to get further reading notes on TQM and relevant exercises. Thanks.

Constantine - Tanzania (21564)

Answer

We will be adding material to the TQM section very soon.

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General

Don't understand what TQM is about

April 25, 2011

Question

Still I don't any idea about what TQM means basically.
may you give me more details as easy as possible in simple examples

hassan - Somaliland (21511)

Answer

TQM stands for total quality management. It is the management or control throughout the total or whole company. Every aspect of a business must be thinking of satisfying the customer, reducing waste and improving quality. This will result in more business and higher profits for the company.

Statistical methods are used to measure how effective the production line is in reducing errors and waste. TQM requires to measure how effective your methods are.

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Principles

Apply TQM in Telecommunication Industry

April 2, 2011

Question

I Want to Apply TQM on a Department of Telecommunication Industry so what should I do? From where should I start with Recommendation?

Riz - Abu Dhabi (21427)

Answer

The first thing to do is to define who your customers are. That is, who pays for the services you provide? A focus must be made to satisfy those customers by providing the quality products and services they want.

Sometimes the people who use the services are not the ones who pay for them. In such a case, you must be aware that their needs are also satisfied.

It is important to improve the processes involved in making products and delivering services. This is to reduce wasteful costs and to satisfy the customer. A TQM program would evaluate how work is done and consider better ways of doing things.

Finally, your workers and suppliers should proved the department with quality goods and services. Often it is necessary to train them to help them work better. Also, allowing decisions on a lower level brings in ownership and loyalty.

It is good to document these ideas and involve customers, users, management, workers and suppliers in developing a quality program. Also, you need to measure the costs and results before and after you start applying TQM in order to verify you are making progress.

I hope this helps. Best wishes in applying TQM to your department.

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