Reaction Paper: Chapter 11: Quality Tools
Total Quality Management was the topic of this chapter assignment. The chapter discussed a kind
of management approach to long-term success through customer satisfaction and in total quality
management, every employee in a company contributes to the improvement of the company’s
procedures, products, services, and culture. It also mentioned in the chapter, the history of quality
management and one of it is Frederick W. Taylor who wrote the ‘Principles of Scientific
Management in 1911. Also, it discussed the Six Sigma Improvement Methods, in terms of DMAIC
and DMADV, it differentiates the DMAIC process in define, measure, analyze, improve and
control while in DMADV process, it’s also the same but in design and validate rather than improve
and control. In the end of the chapter, it discussed the basic quality tools which are check sheets,
pareto charts, control charts, cause-and-effect diagram and many more.
As I recall my experience, I actually experience the things that I’ve mentioned above, in our
entrepreneurship subject in the past, we find out what the customer wants, we got to design a
product or service that meets our customer wants and got to keep track of the results. And all of it
are one of the approaches in total quality management, and its results us to become adaptability
to changing or emerging market conditions and to environmental, to higher productivity and
profitability and to enhance our market image. As far as I remember our teacher back then,
exampled Toyota, as Toyota implemented a system to make its assembly line more efficient to
keep just enough inventories to fulfill customer orders.