GHANA INSTITUTE OF MANAGEMENT PUBLIC ADMINISTRATION

GRADUATE SCHOOL OF BUSINESS

GMBA 754 - TOTAL QUALITY MANAGEMENT

CYNTHIA BOTCHWAY

RMBA09040071

LECTURER: Dr. John Dzissah

1. What factors have contributed to the increased awareness of quality in modern business? The factors that have contributed to the increased awareness of quality in modern business are: a) Increasing consumer awareness of quality b) Product liability c) Increasing pressures on costs of labor, energy and raw materials d) Increased competition e) Dramatic improvements in productivity through quality engineering.

2. Explain the various definitions of quality, can a single definition suffice? Why? The various definitions of quality are as follows: a) Transcendent - Inherent value or innate excellence apparent to the individual. b) Product based - The presence or absence of a given product attribute c) User based - Quality of the product as determined by its ability to meet the users expectations. d) Value based - How much value each customer separately attributes to the product in calculating their personal cost-benefit ratio. e) Manufacturing based - How well the product conforms to its design specification or blueprint. No. Single definition cannot suffice. This is because individuals in different business functions speak different languages and have different perception and views of what constitute quality.

3.

Describe the three fundamental principles of total quality? These principles can be described and summarized as follows:

a) Employee engagement and teamwork by everyone in the organization(Participation and teamwork) This principle says that the employees know their job best and therefore knows how to improve them. The management must develop the systems and procedures that foster participation and teamwork It identifies that empowerment better serves customers and creates trust and motivation. it also identifies that teamwork and partnerships must exist both horizontally and vertically.

b) A process focus supported by continuous improvement and learning (continuous improvement) This principle enhance value through new products and service With the aim of reducing errors, defects, waste and cost It focuses on increasing productivity and effectiveness It also aim at improving responsiveness and cycle time performance

c) A focus on customers and stakeholders:

The principle of customers and stakeholders focus, says the customer is the princi pal judge

of quality. The organization must first understand customers needs and expectations in order to meet and exceed them. The organization must build relationship with the customers. The customers include the employees and the society at large.

4. List some examples of the types of improvements an organization can make a) b) c) d) Create constancy of purpose for improving products and services. Adopt the new philosophy. Cease dependence on inspection to achieve quality. End the practice of awarding business on price alone; instead, minimize total cost by working with a single supplier. e) Improve constantly and forever every process for planning, production and service. f) Institute training on the job. g) Adopt and institute leadership. h) Drive out fear. i) Break down barriers between staff areas. j) Eliminate slogans, exhortations and targets for the workforce. k) Eliminate numerical quotas for the workforce and numerical goals for management. l) Remove barriers that rob people of pride of workmanship, and eliminate the annual rating or merit system. m) Institute a vigorous program of education and self-improvement for everyone. n) Put everybody in the company to work accomplishing the transformation.