C215 STUDY GUIDE
Total Quality Management (TQM) Philosophy - Answer -Customer focus, Continuous
improvement, Employee empowerment, Use of quality tools, Product design, Process
management, Managing supplier quality
Customer focus (TQM) - Answer -Goal is to identify and meet customer needs.
Continuous improvement (TQM) - Answer -A philosophy of never-ending improvement.
Employee empowerment (TQM) - Answer -Employees are expected to seek out,
identify, and correct quality problems.
Use of quality tools (TQM) - Answer -Ongoing employee training in the use of quality
tools.
Product Design (TQM) - Answer -Products need to be designed to meet customer
expectations
Process Management (TQM) - Answer -Quality should be built into the process;
sources of quality problems should be identified and corrected
Managing supplier quality (TQM) - Answer -Quality concepts must extend to a
company's suppliers
Walter A. Shewhart - Answer -Contributed to understanding of process variability.
Developed concept of statistical control charts.
W. Edwards Deming - Answer -Stressed management's responsibility for quality.
Developed "14 Points" to guide companies in quality improvement.
Joseph M. Juran - Answer -Defined quality as "fitness for use."
Developed concept of cost of quality.
Armand V. Feigenbaum - Answer -Introduced concept of total quality control.
Philip B. Crosby - Answer -Coined phrase "quality is free."
Introduced concept of zero defects.
Kaoru Ishikawa - Answer -Developed cause-and-effect diagrams.
Identified concept of "internal customer."
Genichi Taguchi - Answer -Focused on product design quality.
Developed Taguchi loss function.
