All discussions
Total Quality Management (TQM) (graded)
What is total quality management (TQM)? Is it something you can install, like a refrigerator? How do you know TQM when you see it?
A System Perspective (graded)
When we talk about a system view, what are we interested in and why? Why is a system view so important to have if you are going to implement TQM?
Week 2
Dr. Deming’s 14 Points (graded)
Are Dr. Demings 14 Points clear, concise, and achievable? If not, what do you think he had in mind? In Demings view, who needs to do what and why?
Quality Awards and Standards (graded)
The authors of our text talk about the Baldrige Award throughout their book. In previous versions, they even designed their text around this award. Given that our course is about TQM, an in-depth discussion of the Deming Award would seem to be appropriate. Why do I say this? If you look at the textbook, you see that the authors state that “the Deming Prize establishes a framework for a CWQC [Company Wide Quality Control] system” (p. 122). CWQC embodies what we would call TQM here in the U.S.
So let’s do some research. Put on your investigative hats and see what you can find about the Deming Award. You can use the Internet or or any other sources you have available.
How do you see the Deming Prize criteria fitting into TQM? How does the Deming Prize compare to the Baldrige Award? What are the differences and similarities between the Deming Prize and the Baldrige Award?
Week 3
TQM Leaders (graded)
How do leaders behave when they are implementing TQM? What expectations should they set? What kind of leaders do TQM leaders need to be?
Who Are the Customers? What Are Their Needs? (graded)
What are the dimensions of service quality? How do these dimensions affect a customer perception? How do the quality dimensions, as defined by David Garvin, relate to the dimensions of service quality?
Week 4
TQM and Teams (graded)
Teams are something we talk about a lot when it comes to TQM. Why are teams instrumental to TQM, or are they? What kinds of teams exist in a TQM operation?
Employee Involvement (graded)
Just what is employee involvement? Is it always good? What key elements are necessary to keep it going? Are there different kinds of involvement?
Week 5
Cost of Quality (graded)
Although a balanced score card is probably the way to go, most companies don’t seem to have a clue about the more fundamental aspects of quality, such as the cost of quality. So let’s start here. Just what do we mean when we talk about the cost of quality? What major areas does it include?
Supplier Relationships (graded)
An integral part of TCO 9 concerns supplier relationships. What kinds of relationships exist with suppliers? What can be done to reduce the number suppliers you use?
Week 6
Statistical Tools (graded)
Before you participate in this discussion, please review this weeks tutorial.
Two tools were used by the group in the early analysis of their process. Why was it important for the group to use a histogram when they did? What could have happened if the group had not used it?
Inspection and Process Evaluations (graded)
Is 100% inspection good? Why or why not? What alternatives are there to 100% inspection?
Week 7
Implementing TQM (graded)
Over the last six weeks, you have been gaining insight into the ultimate question for this course: How do we implement TQM? Where do we begin? What key areas do we need to address first? Once we get our implementation started, what do we need to do in order to sustain our momentum?
What is Six Sigma? (graded)
What are the origins of Six Sigma? What makes Six Sigma what it is? Is Six Sigma new, or has it been there all the time? If Six Sigma were terminated in an operation, would anything happen to the quality of the products produced? Why or why not?
ourse Project: Part 1 – Ishikawa Research Paper (due at the end of Week 3)
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Objectives
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This project involves researching and writing a short biography on Dr. Kaoru Ishikawa. Our text addresses many of the areas in the management and control of quality and provides a great amount of information on a number of different quality concepts. However, the authors only mention Dr. Ishikawa in passing. Just who is Kaoru Ishikawa? Prepare a 500-word biographical paper on Ishikawa, describing his contributions to quality. You should not limit your research to online materials. Two of his books are excellent sources: (1) What is Total Quality Control: The Japanese Way (1985) and (2) Guide to Quality Control (1976). Submit the completed paper to your Dropbox.
You will research this persons life and work to determine the impacts that he has had in the world. You will define the quality leaders significant contributions to modern quality practices in terms of major impacts in a specific organization. The project will enable you to understand:
Ishikawa’s key ideas;
how Ishikawa has influenced quality practices throughout the world;
how his ideas fit into total quality management; and
the implications of Ishikawa’s ideas for the future of quality.
The project will require sustained research effort until the paper is submitted. You are encouraged to begin work on the project during Week 1 and be prepared to submit the required project deliverables by the end of Week 3. A basic APA tutorial can be found in the Webliography, and a paper template can be found in Doc Sharing.
Guidelines
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The paper will be a short biography on Kaoru Ishikawa. It will adhere to the grading specifications as described below. The student will submit a paper of at least 500 words, not including title page and references, by the end of class Week 3. The student will use at least two sources plus the course textbook, for a minimum of three references. All references are to be from academic journals, professional or academic textbooks, authored websites, or standard business publications such as The Wall Street Journal. Not more that 30% of the content will be from direct quotations. The final score will be reduced by one point for each percentage point when the direct quotations are over 30% of the content.
NOTE: Wikipedia and unauthored websites are not acceptable sources. Do not use these types of sources; otherwise, you will lose points.
The format of the paper should conform to the Publication Manual for the American Psychological Association (APA), 6th edition, for the title page, text, citations, references, and so forth. A basic APA tutorial can be found in the Webliography, and a template for the paper can be found in Doc Sharing. Completed papers will be submitted to your Dropbox as MS Word documents. All graphics will be a part of the Word document and submitted as a file. Documents authored in other applications such as WordPerfect or MS Works will not be accepted.
This project is to be accomplished individually and will reflect the work of each student. All DeVry University policies are in effect, including the plagiarism policy. Late papers will not be accepted without prior permission.
Submit your Ishikawa research paper to the Dropbox located on the silver tab at the top of this page by the end of Week 3. For instructions on how to use the Dropbox, read these .next.ecollege.com/default/launch.ed?ssoType=DVUHubSSO2&node=node/184″>step-by-step instructions or watch this .next.ecollege.com/default/launch.ed?ssoType=DVUHubSSO2&node=node/232″>Dropbox Tutorial.
See the Syllabus section “Due Dates for Assignments & Exams” for due date information.
Grading Rubrics
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Category
Points
%
Description
Content and Organization
30
60%
Description
5
All key elements of the assignment are covered in a substantive way.
Introduction
Background
Primary work and significant accomplishments
Conclusion
Sources and references
5
The content is comprehensive, accurate, and/or persuasive. The paper develops a central theme or idea that is directed toward the appropriate audience.
5
The paper links theory to relevant examples of current experience and industry practice and correctly uses the vocabulary of the theory.
5
Content addresses key questions:
What ideas form the core of Ishikawas approach?
What are the implications of his ideas for the future of TQM?
5
The primary work and significant accomplishments provide sufficient background on each topic.
5
The conclusion is logical, flows from the body of the paper, and reviews the major points.
Readability and Style
10
20%
Description
2
Paragraph transitions are present and logical and maintain the flow throughout the paper.
2
The tone is appropriate to the content and assignment.
2
Sentences are complete, clear, and concise.
2
Sentences are well constructed, with consistently strong, varied sentences.
2
Sentence transitions are present and maintain the flow of thought.
Mechanics
10
20%
Description
2
The paper, including the title page, reference page, tables, and appendices, follows APA guidelines for format.
2
Citations of original works within the body of the paper follow APA guidelines.
2
The paper is laid out with effective use of headings, font styles, and white space.
2
Rules of grammar, usage, and punctuation are followed.
2
Spelling is correct.
Total
50
100%
A quality paper will meet or exceed all of the above requirements.
Best Practices
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The following are the best practices in preparing this paper. Sample papers, using APA format, are located in Doc Sharing. Other useful information has also been provided there, including an APA paper template.
Cover page: Include the person you prepared the paper for, who prepared it, and the date.
Introduction: In APA format, the introduction is understood to be the first content of your work; thus, it does NOT require a title.
The purpose of an introduction or opening:
Introduce the subject and why the subject is important.
Preview the main ideas and the order in which they will be covered.
Establish the tone of the document.
Include in the introduction a reason for the audience to read the paper. Also, include an overview of what you are going to cover in your paper and the importance of the material. (This should include or introduce the questions you are asked to answer on each assignment.)
Body of your work: Include titles to identify different areas that you address. State the main ideas, major points in each idea, and supporting information. Break down each main idea you will use in the body of your paper. Show some type of division, like separate sections that are labeled, separate groups of paragraphs, or headers. You would include the information you found during your research and investigation.
Summary and conclusion: Summarizing is similar to paraphrasing, but it presents the gist of the material in fewer words than the original. An effective summary identifies the main ideas and major support points from the body of your report. Minor details are left out.
Additional hints on preparing the best possible project:
Apply a three-step process of writing: plan, write, and complete.
Prepare an outline of your research paper before you go forward.
Complete a first draft, and then go back to edit, evaluate, and make any changes required.
Use visual communication if it will help clarify and support your work. Any material that can be removed and not affect the clarity of your work is essentially filler and should be avoided. Filler distracts from the flow of your work and will most likely cause you to lose points.
References: APA formatted references are required for this assignment.
A possible outline of the paper is provided below.
Cover Page
Introduction
Overview of the paper
Purpose and importance of the effort
Background
Personal background and life history (education, family life, living situations, etc.)
Primary work and significant accomplishments
Summary of his philosophy
Summary of what he was focused on accomplishing in terms of quality
Reviews and highlights of his books, articles, and manuscripts
Detailed description of his key ideas, concepts, and quality approach
Describe what results he achieved personally from their life work
Summary of his influence on quality and Total Quality Management (TQM)
Conclusion
Summarize the key points of your paper
References
Course Project: Part 2 Kaizen or Balanced Score Card Research Paper (due at the end of Week 5)
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Objectives
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This project involves researching and writing a short research paper on your choice of Kaizen or Balanced Score Card. Our text addresses many of the areas in the management and control of quality and provides a great amount of information on a number of different quality concepts. However, the authors give only brief attention to Kaizen and no attention to the performance measurement system known as Balanced Scorecard. Prepare a 600-word paper on one of the following two choices: 1. The history and application of Kaizen to Process Improvement or 2. The history, application, and benefits of the Balanced Score Card as a tool for Performance Measurement. You should not limit your research to online materials. There are an abundance of scholarly books and articles available on these topics. Submit the completed paper to your Dropbox.
You will research your choice of these topics and work to determine the impact they have had in the areas of process improvement and performance measurement.
The project will require sustained research effort until the paper is submitted. You are encouraged to begin work on the project during Week 4 and be prepared to submit the required project deliverables by the end of Week 5. A basic APA tutorial can be found in the webliography, and a paper template can be found in Doc Sharing.
Guidelines
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The paper will be a short research paper on your choice of either Kaizen as a process improvement methodology or the Balanced Scorecard method of performance measurement. It will adhere to the grading specifications as described below. The student will submit a paper of at least 600 words, not including title page and references, by the end of class Week 5. The student will use at least two sources plus the course textbook, for a minimum of three references. All references are to be from academic journals, professional or academic textbooks, authored websites, or standard business publications such as The Wall Street Journal. Not more that 30% of the content will be from direct quotations. The final score will be reduced by one point for each percentage point when the direct quotations are over 30% of the content.
NOTE: Wikipedia and unauthored websites are not acceptable sources. Do not use these types of sources; otherwise, you will lose points.
The format of the paper should conform to the Publication Manual for the American Psychological Association (APA), 6th edition, for the title page, text, citations, references, and so forth. A basic APA tutorial can be found in the Webliography, and a template for the paper can be found in Doc Sharing. Completed papers will be submitted to your Dropbox as MS Word documents. All graphics will be a part of the Word document and submitted as a file. Documents authored in other applications such as WordPerfect or MS Works will not be accepted.
This project is to be accomplished individually and will reflect the work of each student. All DeVry University policies are in effect, including the plagiarism policy. Late papers will not be accepted without prior permission.
Submit your Kaizen or balanced score card research paper to the Dropbox located on the silver tab at the top of this page by the end of Week 5. For instructions on how to use the Dropbox, read these .next.ecollege.com/default/launch.ed?ssoType=DVUHubSSO2&node=node/184″>step-by-step instructions or watch this .next.ecollege.com/default/launch.ed?ssoType=DVUHubSSO2&node=node/232″>Dropbox Tutorial.
See the Syllabus section “Due Dates for Assignments & Exams” for due date information.
Grading Rubrics
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Category
Points
%
Description
Content and Organization
30
50%
Description
5
All key elements of the assignment are covered in a substantive way.
Introduction
Background
History
Applications
Conclusion
Sources and references
5
The content is comprehensive, accurate, and/or persuasive. The paper develops a central theme or idea that is directed toward the appropriate audience.
5
The paper links theory to relevant examples of current experience and industry practice and correctly uses the vocabulary of the theory.
5
Content addresses key questions:
What ideas form the core of these methodologies?
What are the implications of these methodologies for the future of TQM?
5
The primary work and significant applications provide sufficient background on each topic.
5
The conclusion is logical, flows from the body of the paper, and reviews the major points.
Readability and Style
15
25%
Description
3
Paragraph transitions are present, logical and maintain the flow throughout the paper.
3
The tone is appropriate to the content and assignment.
3
Sentences are complete, clear, and concise.
3
Sentences are well constructed, with consistently strong, varied sentences.
3
Sentence transitions are present and maintain the flow of thought.
Mechanics
15
25%
Description
3
The paper, including the title page, reference page, tables, and appendices, follows APA guidelines for format.
3
Citations of original works within the body of the paper follow APA guidelines.
3
The paper is laid out with effective use of headings, font styles, and white space.
3
Rules of grammar, usage, and punctuation are followed.
3
Spelling is correct.
Total
50
100%
A quality paper will meet or exceed all of the above requirements.
Best Practices
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The following are the best practices in preparing this paper. Sample papers, using APA format, are located in Doc Sharing. Other useful information has also been provided there, including an APA paper template.
Cover page: Include the person you prepared the paper for, who prepared it, and the date.
Introduction: In APA format, the introduction is understood to be the first content of your work; thus, it does NOT require a title.
The purpose of an introduction or opening:
Introduce the subject and why the subject is important.
Preview the main ideas and the order in which they will be covered.
Establish the tone of the document.
Include in the introduction a reason for the audience to read the paper. Also, include an overview of what you are going to cover in your paper and the importance of the material. (This should include or introduce the questions you are asked to answer on each assignment.)
Body of your work: Include titles to identify different areas that you address. State the main ideas, major points in each idea, and supporting information. Break down each main idea you will use in the body of your paper. Show some type of division, like separate sections that are labeled, separate groups of paragraphs, or headers. You would include the information you found during your research and investigation.
Summary and conclusion: Summarizing is similar to paraphrasing, but it presents the gist of the material in fewer words than the original. An effective summary identifies the main ideas and major support points from the body of your report. Minor details are left out.
Additional hints on preparing the best possible project:
Apply a three-step process of writing: plan, write, and complete.
Prepare an outline of your research paper before you go forward.
Complete a first draft, and then go back to edit, evaluate, and make any changes required.
Use visual communication if it will help clarify and support your work. Any material that can be removed and not affect the clarity of your work is essentially filler and should be avoided. Filler distracts from the flow of your work and will most likely cause you to lose points.
References: APA formatted references are required for this assignment.
Midterm
Grade Details – All Questions
Page: 1 2
Question 1. Question : (TCO 6) The goals of leadership for quality include improving:
Student Answer: people
processes
products
all of the above
Instructor Explanation: Ch. 9, p. 127
Points Received: 5 of 5
Comments:
Question 2. Question : (TCO 6) Which of the following is an important step in executing a strategy?
Student Answer: Communicate
Build Capabilities
Identify advocates and resisters
All of the above
Instructor Explanation: Ch. 3, p. 47
Points Received: 5 of 5
Comments:
Question 3. Question : (TCO 3) The entity created under Public Law 100-107 is:
Student Answer: Deming Prize
American Society for Quality Control Award
Malcolm Baldrige National Quality Award
ISO 9000 certification program
Instructor Explanation: Lecture
Points Received: 5 of 5
Comments:
Question 4. Question : (TCO 3) All of the following are true regarding ISO 9000 series, except _____.
Student Answer: ISO-certified organizations are assured of providing superior product quality
the requirements provide a structure for a basic quality assurance system
the standards describe processes affecting quality
individual sites, not entire companies, must achieve registration individually
Instructor Explanation: Ch. 14
Points Received: 0 of 5
Comments:
Question 5. Question : (TCO 1) Conformance to specifications applies to which type of quality?
Student Answer: User-based
Product-based
Manufacturing-based
Value-based
Instructor Explanation: Week 1 Lecture
Points Received: 0 of 5
Comments:
Question 6. Question : (TCO 1) Which of the following was the top priority of U.S. manufacturing in the time period immediately following World War II?
Student Answer: Quality
Cost reduction
Continuous improvement
Just-in-time manufacturing
Instructor Explanation: Ch. 2, p. 23
Points Received: 0 of 5
Comments:
Question 7. Question : (TCO 1) Which of the following is most appropriate in describing the quality efforts used in the early 20th century?
Student Answer: Defect prevention was emphasized
Quality circles were extensively used
Use of inspection was widespread
Quality was every worker’s responsibility
Instructor Explanation: Week 1 Lecture
Points Received: 0 of 5
Comments:
Question 8. Question : (TCO 2) Which of the following is not true?
Student Answer: Output of services is generally less tangible compared to a manufactured product.
Quality is more easily measured in manufacturing than in service operations.
The timing of product manufacturing is more important than on-time service delivery.
Services are generally more labor intensive than manufacturing processes.
Instructor Explanation: Lecture
Points Received: 5 of 5
Comments:
Question 9. Question : (TCO 2) Which of the following are considered to be two critical components of quality systems in service industries?
Student Answer: Information systems and technical standards
Employees and information systems
Production equipment and employees
Employees and inspection processes
Instructor Explanation: Lecture, The Systems Perspective
Points Received: 5 of 5
Comments:
Question 10. Question : (TCO 2) A key element of total quality is:
Student Answer: obsession with quality
worker healthcare
legal services
inventory management
Instructor Explanation: Ch. 1, p. 8
Points Received: 0 of 5
Comments:
Question 11. Question : (TCO 2) Systems thinking _____.
Student Answer: has yet to be viewed as an important aspect in the managing of quality
has been determined to be an unimportant aspect in the managing of quality
is viewed as an important aspect in the managing of quality
is a controversial topic among quality-management professionals
Instructor Explanation: Lecture, The Systems Perspective
Points Received: 5 of 5
Comments:
Question 12. Question : (TCO 3) The Malcolm Baldrige National Quality Award serves several purposes, except _____.
Student Answer: to help improve organizational performance practices
to facilitate communication and sharing of best practices
for guiding organizational planning and opportunities for learning
to encourage the use of quantitative analysis to improve quality
Instructor Explanation: Lecture, Malcolm Baldrige Award
Points Received: 5 of 5
Comments:
Question 13. Question : (TCO 5) Crosby’s “quality vaccine” consists of _____.
Student Answer: Reliability, Education, and Implementation
Determination, Education and Implementation
Determination, Competence, and Implementation
None of the above
Instructor Explanation: Ch. 1, p. 14
Points Received: 5 of 5
Comments:
Question 14. Question : (TCO 5) Which of the following is not true about the American Customer Satisfaction Index?
Student Answer: It is too ambiguous to be measured
It can be improved by knowing a customers operations
It can be improved by determining what attributes of a product or service are important to your customer
Resources must be applied where they will do the most to improve it
Instructor Explanation: Ch. 7, pp. 100-104
Points Received: 0 of 5
Comments:
Question 15. Question : (TCO 7) Which of the following is not considered a hard measure of the effectiveness of human-resource management?
Student Answer: Fear
Loss of control
Both of the above
None of the above
Instructor Explanation: Ch. 6, p. 88
Points Received: 0 of 5
Comments:
Question 16. Question : (TCO 4) Which of the following is true regarding inspection under the Deming philosophy?
Student Answer: Inspection encourages quality production.
Inspection can be used to assure quality.
should not be dependent upon to improve quality
Inspection adds value to the product.
Instructor Explanation: Ch. 1, p. 12
Points Received: 5 of 5
Comments:
Question 17. Question : (TCO 4) Which of the following is a reason for Deming’s position that slogans should be eliminated?
Student Answer: Often seen as putting down the workforce
Slogans benefit customers more than workers.
Not all workers can read the slogans.
Slogans are costly to maintain and to periodically update.
Instructor Explanation: EP 1
Points Received: 5 of 5
Comments:
Question 18. Question : (TCO 8) A distinguishing feature of quality circles is that
Student Answer: Quality circles are subcommittees of problem-solving teams.
Quality circles work on pre-chosen problems.
Quality circles do not meet regularly.
are voluntary
Instructor Explanation: Ch. 10, p. 149
Points Received: 5 of 5
Comments:
1. Question : (TCO 4) Explain the term cost of poor quality.
Question 2. Question : (TCO 1) Explain the difference between quality management practices prio to the 1900 with quality management practices in the 1990’s.