Appendix 2
Principles of Total Quality Management
OBJECTIVES
• Review the principles of total quality management.
• Define the term “quality management.”
• Describe the term “conformance to specifications.”
• Describe the term “maintenance of consistency.”
• Describe the terms, “internal and external failure.”
• Compare and contrast the cost of quality.
• Describe the terms, “appraisal and prevention.”
• Describe the term, “meet or exceed customer expectations.”
REVIEW QUESTIONS
1. Describe the purpose and role of quality councils.
2. Describe the individual elements of a company’s quality statements.
3. Explain how continuous improvement helps a chemical company.
In the chemical processing industry the focus is on continuous improvement
and perfection. While perfection is difficult to achieve, improvement is not.
Under the continuous improvement model, each operating unit is broken into
4. What is Total Quality Management?
5. List and describe the quality tools used by process technicians.
• statistical process control
• flowcharts
6. What are the five steps listed in the quality problem solving process?
(4) study and evaluate results, (5) standardize work practices and plan for the
future.
7. What is the heart of Total Quality Management?
8. List the core values of the Malcolm Baldrige Award.
The Malcolm Baldrige Award has identified a number of core values that can be
used to develop a quality system. Some of these concepts include:
• Top down management support- Visionary leadership
9. A customer has a serious problem with one of your products. Describe what you
would say and do.
10. According to Dr. W. Edwards Deming, management is responsible for what
percentage of quality problems?
11. What are the listed responsibilities of the quality council?
12. Describe the statement “quality is first among equals of cost and service.”