TOTAL QUALITY MANAGEMENT

SUPPLEMENTARY MATERIALS

MODULE 1:
Introduction to TQM

Submitted to:

Mr. Ronnel Yu

through Mr. Rodnie Santos as beadle

Submitted by:

Atiwag, Franz Danah B.

BSBA-FM IV
 Focus Questions
Thinking to Learning Thoroughly

Explain briefly the evolution of TQM

1920s
 Some of the first seeds of quality management were planted as the
principles of scientific management swept through U.S. industry.
 Businesses clearly separated the processes of planning and carrying out
the plan, and union opposition arose as workers were deprived of a voice
in the conditions and functions of their work.
 The Hawthorne experiments in the late 1920s showed how worker
productivity could be impacted by participation.

1930s
 Walter Shewhart developed the methods for statistical analysis and control of
quality.

1950s
 W. Edwards Deming taught methods for statistical analysis and control of
quality to Japanese engineers and executives.
 Joseph M. Juran taught the concepts of controlling quality and managerial
breakthrough.
 Armand V. Feigenbaum’s book Total Quality Control, a forerunner for the
present understanding of TQM, was published.
 Philip B. Crosby’s promotion of zero defects paved the way for quality
improvement in many companies.

1968
 The Japanese named their approach to total quality companywide quality
control.
 Kaoru Ishikawa’s synthesis of the philosophy contributed to Japan’s
ascendancy as a quality leader

Today
 TQM is the name for the philosophy of a broad and systemic
approach to managing organizational quality.
 Quality standards such as the ISO 9000 series and quality award
programs such as the Deming Prize and the Malcolm Baldrige
National Quality Award specify principles and processes that
comprise TQM.
 Choose one barrier of TQM that you think
has the most impact and kindly explain it.

Each of the Barriers of TQM greatly affect not only the

performance of every employees but also the internal
function of the organization. For me, a barrier of TQM that I
think has the most impact in the management of the
organization is the Lack of management commitment.
Everything and everyone will be thrown in a chaos when the
management lacks commitment, if it lacks commitment and
they failed to consistently apply the principles of TQM, their
product and service and their relationship to their own
employees and customer will be greatly affected.

Explain “ISO 9000”

.

ISO 9000 is defined as a set of international standards on quality

management and quality assurance developed to help companies
effectively document the quality system elements needed to
maintain an efficient quality system. They are not specific to any
one industry and can be applied to organizations of any size.
ISO 9000 was first published in 1987 by the International
Organization for Standardization (ISO), a specialized international
agency for standardization composed of the national standards
bodies of more than 160 countries. The standards underwent
revisions in 2000 and 2008. The most recent versions of the
standard, ISO 9000:2015 and ISO 9001:2015, were published in
September 2015.
Learning Activities
Enriching What Have You Learned

Give an example of a product/service (like the

projector in our sample) and identify its 9 dimensions.

SAMSUNG ANDROID PHONE

PERFORMANCE Clarity of sound, videos and speed of connection

FEATURES Extra storage space, long lasting battery
COMFORMANC Meets all the required standards, including safety tests, specific
E absorption Rate testing, protocol checking and RF testing. Audio
checks are also undertaken both on the handset’s microphone
and earphone for audio levels, quality and other parameters.
RELIABILITY Several years of trouble free performance
DURABILITY When dropped, it can withstand damage
SERVICE Easy fix
RESPONSE Has a large network of locations and can immediately answer to
any complaint
AESTHETICS Sleek modern design, every update of the new Samsung phone
comes with new and better performance to offer
REPUTATION Manage to get high scores in Global Quality Rating
Assessment
Testing How Far Have You Learned

True or False. Write I like to if the statement is True and Move it if the
statement is False.

____I like to___ 1. If Q is greater than 1.0 then the customer has a
good feeling about the product or service.

____I like to___ 2. Kawrou Ishikawa’s synthesis of the philosophy

contributed to Japan’s ascendancy as a quality leader

____I like to___ 3. TQM is the art of managing the whole to achieve
excellence.

____I like to___ 4. Customer satisfaction is the number one priority

because dissatisfied customers will continue to purchase
nonconforming products or services.

____Move it___ 5. In 1930’s some of the first seeds of quality

management were planted as the principles of scientific management
swept through U.S. industry.

____Move it___ 6. Organization must concentrate on defect detection

rather than defect prevention.

____I like to___ 7. As products became more complicated and jobs

more specialized, it became necessary to inspect products after
production.

____I like to___ 8. Exhortations that ask for increased productivity

without providing for specific improvement methods can handicap an
organization.

____Move it___ 9. When people are treated with dignity fear cannot
be eliminated and they will work for the general well-being of the
organization

____I like to___ 10. Management must understand that the purpose
of inspection is to improve the process and reduce its cost.
TOTAL QUALITY MANAGEMENT

SUPPLEMENTARY MATERIALS

MODULE 2:
Principles in TQM

Submitted to:
Mr. Ronnel Yu
through Mr. Rodnie
Santos as beadle
Submitted by:
Atiwag, Franz Danah B.
BSBA-FM IV
Focus Questions
Thinking to Learning

Differentiate Vision Statement, Mission

Statement and Quality Policy Statement.

A Vision statement describes the

desired future position of the
company

A Mission Statement defines the

company's business, its objectives
and its approach to reach those
objectives

A Quality Policy Statement is

typically a brief statement that aligns
with an organization's purpose,
mission, and strategic direction. It
provides a framework for quality
objectives and includes a
commitment to meet applicable
requirements (ISO 9001, customer,
statutory, or regulatory) as well as to
continually improve.
 In your own opinion what is the best way in
handling customer complaints.

1. For me, the best way in handling the

customer complaints is by listening to it
attentively, taking notes of the complaints so
you, as an employee can bring it up to the
manager or even higher ups. Cater to the
customer’s request as long as it doesn’t step
out of the line and quick action to the
complaint.

Explain briefly Maslow’s Hierarchy of needs

2. Maslow's hierarchy of needs is a

theory of motivation which states that five
categories of human needs dictate an
individual’s behavior. Those needs are
physiological needs, safety needs, love and
belonging needs, esteem needs, and self-
actualization needs.
Maslow’s hierarchy of needs was first
introduced in Abraham Maslow’s 1943 paper,
“A Theory of Human Motivation”. Maslow later
refined this theory in 1954 with his book,
“Motivation and Personality”. Since then, this
theory has remained a popular subject in
sociology, management training, and
psychology classes.
Learning Activities
Enriching What Have You
Learned

A. Complete the diagram of Maslow’s hierarchy of needs

Need for Self-Actualization

(Challenging projects and opportunity)

Need for Self-Esteem

(Important project, Prestige and Status, Promotion)

Social needs and Belonging

(Acceptance, Love and Affection, Group Membership)

Need for Safety and Security

(Physical Safety and comfort, Peace and Freedom from Threats)
Physical survival needs
(Food, Water, Warmth, Health and Exercise)
 B. Complete the diagram of Herzberg’s Two-Factor Theory. In your own
opinion which is more important Hygiene Factors or Motivational Factors

HERZBERG’s TWO-FACTOR THEORY

HYGIENE FACTORS MOTIVATIONAL FACTORS
 Quality of Supervision  Career advancement
 Rate of Pay  Personal growth
 Company policies  Recognition
 Working conditions  Responsibility
 Relations with others  Achievement
 Job security
 Both factors are important but for me
Hygiene Factors are more important,
because in Hygiene Factors it actually
shows the personality of an employee and
what it needed to excel in their own jobs for
their own betterment.

Assessment
Testing How Far Have You Learned

RECALL In the space provided, write the word or group of

words being asked.
-Leadership -Vision -Internal -Alan Keith
-Ken Ogbonnia -Anne Marie Customers -External
-Quality Policy Mcswain -Mission Customers
Statement -Comment Card -Focus Groups -Toll-Free
-Customer -Customer -Herzberg -Maslow
Questionnaire Retention

______Leadership ___1. It has been described as the “process of

social influence in which one person can enlist the aid and
support of others in the accomplishment of a common task”.