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?