Discussion Questions:
1. Make your definition of quality
In manufacturing, a measure of excellence or a state of being free from
defects, deficiencies and significant variations. It is brought about by strict and
consistent commitment to certain standards that achieve uniformity of a product
in order to satisfy specific customer or user requirements.
a. When can you say that there is quality?
Quality is not a program or a discipline. It doesn’t end when you have
achieved a particular goal. Quality needs to live in the organization as
the Culture of Quality in which every person experience and
understands the need for dedication to its values. Quality is a
continuous race to improvement with no finish line.
At a more general level, Quality is about doing the right thing for your
customers, your employees, your stakeholders, your business, and the
environment in which we all operate. From the level of the individual
employee all the way up to the level of our planet, Quality is about
maximizing productivity and delighting customers while protecting our
people and our resources from the harm that results from shoddy
processes and careless oversight. Quality is an approach that should
be the goal of every organization from business and manufacturing to
healthcare, government, and not-for-profits.
b. How will you measure quality?
Social Media Monitoring
This method has been gaining momentum with the rise of social
media. For many people, social media serve as an outlet. A place
where they can unleash their frustrations and be heard. And because
of that, they are the perfect place to hear the unfiltered opinions of your
customers – if you have the right tools. Facebook and Twitter are
obvious choices.
Documentation Analysis
With this qualitative approach you read or listen to your respectively
written or recorded service records. You’ll definitely want to go through
the documentation of low-rated service deliveries, but it can also be
interesting to read through the documentation of service agents that
always rank high. What are they doing better than the rest?
The hurdle with the method isn’t in the analysis, but in the
documentation. For live chat and email support it’s rather easy, but for
phone support it requires an annoying voice at the start of the call:
“This call could be recorded for quality measurement.”
In-App Survey
With an in-app survey, the questions are asked while the visitor is on
the website or in the app, instead of after the service or via email. It
can be one simple question – e.g. "how would you rate our service" –
or it could be a couple of questions.
2. How do you think TQM can affect the consumers?
Making customers smile is a worthy goal, which will create happy
associations with your brand as well as loyalty. To go about this, focus on
making every customer a loyal customer. Retaining current customers is a
lot simpler and less expensive, than seeking new ones. By cultivating a
better relationship with the customer, you already have, you will be able to
improve the business.
3. Complete the blanks using the words listed below. Write only the letter of your
answer on the space provided.
(1) _____G____ indicates the capability of all components of an entity to (2)
___C____ the stated and implied (3) ______F_____, that a quality item will
perform
satisfactorily in service, and is suitable for its (4) _____D____. Quality is referred
to as
(5) “_____M____,” “fitness for purpose,” (6) “_____N_____,” “conformance to the
requirements,” or has a pragmatic interpretation as the non-inferiority or (7)
____O_____.
(8) _____H_____ is consist of organization-wide efforts and an (9) ____A____ of
principles, methods, and (10) _____J_____ to install and make a permanent
climate in
which an organization continuously improves its (11) ____I_____ to customers.
It is also a philosophy for (12) _____B_____ in a way which enables it to meet
(13)
____E____ needs and (14) _____K_____ efficiently and effectively, without
compromising (15) _____L_____.