WESLEYAN UNIVESITY-PHILIPPINES

Maria Aurora, 3202 Aurora

TOTAL
QUALITY
MANAGEMENT

JOANA MAY T. CARINO

BSBA-2
 WESLEYAN UNIVESITY-PHILIPPINES
Maria Aurora, 3202 Aurora

Activity 1.1

Discussion:

1. Think of a product with which you are familiar. Describe

the eight (8) “multiple quality dimensions” listed in
this chapter (e.g., performance, features, and so on) for
this product that are listed in this chapter.

 “Dove Shampoo” does a great job for hydrating and

reutilizing appearance of dry, damaged hair strands. This
product is suitable for daily usage. It is a pleasing
foam, pleasant fragrance, low toxicity and good
biodegradability and ease of rinsing. These shampoos
cleanse your hair and give your hair a voluminous and
shinier look. Dove hair therapy shampoo gets the
nourishing care it needs, along with gentle cleansing
power. Shampoo helps strengthen hair against damage from
within. Dove believes that beauty is not one dimensional
it is not defined by your age, the shape or size of your
body, the color of your skin or your hair. Its feeling
like the best version of yourself. Dove shampoo products
made specifically for Filipina hair made with real
nourishing care that you can trust, have beautiful and
healthy hair.

2. How has social media changed how both consumers and

organizations deal with quality? How can organizations
exploit social media in their quality approaches and
decisions?

 Social media change the both consumers and organizations

because of how social media gives marketers access to
incredible amounts of data and insights that previously
went undetected. The organization exploit social media
through creative and colorful pictures are uploaded to
the customers like through the trailers, teasers, videos.

3. Cite several examples in your own experience in which

your expectation of the quality of goods or services you
purchased were met, exceeded or not met. How did you
regard the company after you’re experienced?

 When I ordered a dress in online because it’s beautiful

in picture. When I met the product I’m very disappointed
because the product is very different in the personal.
I’m very disappointed to the company but it’s okay
because I order in online so I didn’t expect that their
 WESLEYAN UNIVESITY-PHILIPPINES
Maria Aurora, 3202 Aurora
product is not obviously quality. So, I regard their
company.

4. How might the definition of quality apply to you college

or university? Provide examples of who some customers are
and how their expectations can be met or exceeded.

 The quality is a way of describing on how well the

learning opportunities available to students help them to
achieve the awards. It is about of making sure that
appropriate and effective teaching, support, assessment
and learning opportunities are provided.

Example:
A defect in product frustrates customer. Exceeding
expectations. Send a freebie and turn a client into a
loyal customer. When we fix a customer’s problem they
feel about their experience. Sending a small gift will
only boost that positivity, creating a loyalty that money
can’t buy.
 WESLEYAN UNIVESITY-PHILIPPINES
Maria Aurora, 3202 Aurora
ACTIVITY 2.1

Site an example where you can discuss the meaning of “QUALITY”

in the respective systems and organizations, as well as the
managerial role in encouraging and sustaining the company’s
commitment to quality and pursuit of quality improvement. Here
are the guide questions that you will discuss:

1. What is the meaning of "Quality" in the

organization/system they manage?

 For me the meaning of quality in organization is what

truly counts and what creates the differential. The
quality of the product should know the aspects in a
product include breaking it down measuring the quality
and controlling it. The quality is the consistent
performance of the customer or clients expectations. For
me when defining quality in organization it is up to the
organization itself to explore and identify how their
customer or clients perceive and define quality when it
happen they can meet these expectation or even change
opinions of the product. Also, for me the quality system
management focused on consistently meeting customer
requirements and enhancing their satisfaction to express
as the organizational goals and aspirations, processes
and resources needed to implement and maintain it. The
QMS focus on sustainability issues and that other quality
problem will be reduced as result of the systematic
thinking. For short the leader and management are always
balanced.

Example:

 The size of the cups of milk tea. The size of the cups of
milk tea, some clients complaining that the size of cup
are so small and the she/he pay the exact amount and the
she/she expect that the cups are big. To this example as
organization you need to know and hear also complain of
the customer to change the cup to satisfy to our product
because within the business the feedback of the customer
is very important to change everything to your product.
In the business we need to meet the expectation of the
customer.

2. What do you believe are your managerial responsibilities

in encouraging and sustaining quality improvement within
the organization?
 WESLEYAN UNIVESITY-PHILIPPINES
Maria Aurora, 3202 Aurora
 Yes, everyone wants a quality. Quality is that needs of
the person seeking. Once quality has been defined as an
managerial are need to motivate employees through
empowerment to dedicate themselves to their work and
investing time and money in training and developing
employees into the leaders and reinforcing core values in
employees to maintain quality practices within the
organization are need to be balance the leader and
management.

Example:

 The equipment is complete and the materials but lack of

financial. Like Sir Clifford say last night it cannot
might happen because leader and management are necessary
balance.

3. What do you believe are the short- and long-term

managerial activities you need to be doing to make
quality improvement pervasive within your organization?

 I need to be doing to make quality improvement persuasive

within the organization is to encourages my team member,
volunteer and employees to continuously ask what can be
done better. Continuous Quality Improvement is considered
part of performance management the long-term evaluation
of programs to ensure that they meet goals. Organization
must use performance management to encourage team members
to participate in improvement efforts. In organization
the suggestion of all the members is very important
because they know also what’s better and what’s better to
do within the organization to continuously the
improvement of the organization.
 WESLEYAN UNIVESITY-PHILIPPINES
Maria Aurora, 3202 Aurora

Activity 2.2

QUALITY AS A COMMITMENT

Brainstorm and complete the following enumerations:

"Quality as a way of life is a commitment to:

1. To develop products and services that meet or exceed

customer expectations- Commitment is very important to
our customer to meet their satisfaction and the services
also is important from a company you can trust.

2. Vision statement- is important to organization to assure

that we will grow by helping our customer win trough
intelligence and responsiveness of people.

3. We need to be responsible to environmental management and

we need frugality of resources

4. To continuous improvement and customer satisfaction- is

very important to the organization to improve and to be
our customer satisfied to our product. Continuous
improvement is the key strategic of all our manufacturing
locations to constantly improve the processes.

5. To provide a supply chain excellence- to our customer and

markets we serve. Our goal is to achieve operational
excellence in all aspects of manufacturing and supply and
customer order fulfillment to Continuous improvement.

"Quality as a way of life is a commitment not to:

1. Make your own decision- in organization you don’t have to

make your own decision because organization cannot
improve. Make a decision with the employees the whole
because they can give also an idea to make the
organization continuously improves.

2. Don't respect one another- in organization we need to

respect one another because this is important, when we
don't one another our organization cannot improve.
Commitment can decrease when people the opposite is true.

3. Not learn to our mistakes- we can avoid to make us

mistake, your mistakes makes an inspirational because of
 WESLEYAN UNIVESITY-PHILIPPINES
Maria Aurora, 3202 Aurora
your mistakes you can learn from it. To our organizations
makes more improves.

4. Not support everyone- in quality of life supporting each

other is very important within the organization. We can
support one another leadership.

5. Not experiencing a victory together- experiencing victory

together makes your commitment grow in organization.
Don't be selfish to everyone because when organization
experiencing victory together it feel so happy.
 WESLEYAN UNIVESITY-PHILIPPINES
Maria Aurora, 3202 Aurora

Activity 3.1

Discussions:

1. Explain the 14 Points in the context of the four

categories of Profound Knowledge.

 The 14 points needed four categories because to help

individuals to transform within the organization in turn,
to improve the outcomes in quality improvement efforts.
Applying the four categories will create a better
leadership culture. First, we need to appreciation for a
system of organization and love our work to improve the
organization and we need to commitment within the
organization and we need to learn some new to improve the
organization. The second understands the process
variation because we need to know the variation and
understand the variation and the third is theory of
knowledge is it’s up to us because it is about to our
personality. We can get the knowledge of the others but
not all. The fourth is psychology is about of our
personality and of the other. If how you know the
behavior yourself and also the other and we need to know
the circumstances to create something new to our business
and also to our customer and employees and subordinates.

2. Summarize Juran’s philosophy. How is it similar to and

different from Deming’s?

 Juran’s philosophy that mission of the firm as a whole to

achieve a high product quality and each mission
department to achieve high product quality. Quality
planning to meet quality goals. Quality control is
meeting quality goals. Quality improvement through to new
levels of performance. Juran’s and Deming Philosophy is
similar to Demings it is different based on the
Philosophy of quality is imperative in the future top
management commitment is essentials, TQM saves money. The
difference is Juran’s has more focused approach for
achieving the business firms.

3. Summarize the Cosby philosophy. How does it differ from

Deming and Juran?

 Crosby philosophy is absolutes of Quality Management. It

is management’s responsibility to set requirements and to
set them clearly. Deming emphasizes statistical quality
control Juran’s focuses on breakthrough project’s,
measurement and control and quality planning. Cosby
 WESLEYAN UNIVESITY-PHILIPPINES
Maria Aurora, 3202 Aurora
emphasizes zero defects, motivation and cost of quality
reporting.

4. Describe the key issues addressed in each of the seven

categories of the Criteria for Performance Excellence.

1. Leadership- lack of Accountability

If you notice that the big things are not getting done
and good ideas fall through the cracks, you lack
accountability.

2. Strategic Planning- Strategic focus

3. Customer focus- Shifting flows

Economic and cultural trends will impact how people buy
products and services.

4. Measurement, Analysis, and knowledge Management-

Performance measurement
It is used in fact based decision making for setting and
aligning organizational directions.

5. Workforce focus- Learning and development

Companies need to provide a mix of classroom training and
online training that are beginning to represent the
majority of employees.

6. Operations focus-Effective Communication

Consistency and effectiveness of communication is
extremely difficult within organization.

7. Results- organizational learning and Agility

Performance excellence depends or an organizations
ability to adapt to changing conditions and continually
learns.

5. How do the Baldrige Criteria support Deming’s `4 Points?

 The Baldrige Criteria Deming’s 14 points strategy

development requires a mission and vision. Commitment to
aims and purposes by leaders is specifically addressed in
the leadership category and in enhancing customer
satisfaction and relationship.

6. What are the similarities and difference among Six Sigma,

ISO 9000, and the Baldrige approaches?

 Similarities with Six Sigma and ISO 9000, ISO 9000 is a

quality management system while Six Sigma is a strategy
and methodology for business Performance improvement
prevention of defects at all stages from design though
 WESLEYAN UNIVESITY-PHILIPPINES
Maria Aurora, 3202 Aurora
servicing TQM structured system aims for quality
management principle to be applied broadly throughout the
organization. The difference is Six Sigma continuous
focus customer’s requirement the ISO 9000 should assure a
company’s customers that minimum acceptable systems,
processes and procedures are in place to ensue product
and service quality can be met and achieve long-term
success in your environment.
 WESLEYAN UNIVESITY-PHILIPPINES
Maria Aurora, 3202 Aurora

Activity 4.1

Discussions:

1. Explain the benefits of the quality function deployment

approach. How does it help organizations to design better
products and services?

 The benefits of the quality function deployment approach

are it is a process and a set of tools used to
effectively define the customer requirements. Quality
function deployment is methodology provides a defined set
of matrices utilized to facilitate this progression.
Quality function development helps organization
effectively to communicate customer need to multiple
business operations throughout the organization including
design, quality, and manufacturing, production, marketing
and sales.

2. Using whatever “market research” techniques you feel are

appropriate, define a set of customer attributes for (a)
purchasing books at you college bookstore, (b) a hotel
room used for business, and (c) a college registration
process. How might QFD be used to design these services?
Define a set of “hows” and try to construct the
relationship matrix for the House of Quality for each of
these examples.

(a)Purchasing books at your college bookstore

 Condition of the books
 Cost of the book should be reasonable depending upon
whether the book is used or band new
 Compare with other bookstore for a lower price.
(b) Hotel room used for business
 Cost of the room
 Location of the hotel is it a safe area?
 Quality of service provided
(c) College registration process
 Location of the college
 Cost of tuition
 Quality of education provided
 Safety
 Behavior of the professors and staff who work in the
college

Quality Function Deployment functions such as house qualities

are used on consumer products to identify and manage design
trade-offs. The house of Quality is a voice of customer
 WESLEYAN UNIVESITY-PHILIPPINES
Maria Aurora, 3202 Aurora
analysis tool and a key component of the Quality Functional
Deployment technique. Lower level/ foundation target values to
rank the “how”. These are the actions your organizer will take
to satisfy your customers.
Example:
It is always better we have low weight, high engine power and
life, low cost of productions, high dimensions and
acceleration.

3. Prepare a DFMEA for a casual dining restaurant. Consider

failure modes that might occur both in food preparation
and in service. Clearly explain and justify your choices
for the severity, likelihood, and detection ratings.

Failure modes:

Food and beverage supply chain services:

severity(5),likelihood of occurrence(7), That is a high

frequency phenomenon common in restaurant, If you don't
go to solve this problem, the restaurant's traffic will
be a bottleneck, this is not conducive to the development
of the restaurant, so the severity is 5, the likelihood
of occurrence is 7. Dining services: severity (7),
likelihood of occurrence (3), Waiter represent the direct
image of the restaurant, a waiter will make bad
restaurant image plummeted, impact performance (7). But
the waiter's main source of income is consumer's tip,
when the waiter provides bad service will affect the
level of income, so this phenomenon is not usually happen
(3). After-sales service: severity(9),likelihood of
occurrence(2), Accounting error directly affect the cash
flow of the restaurant, the customer's charge error will
cause the complaint, the image of the restaurant will has
a cannot make up for the loss. Potential causes of
failure.

4. Explain how a control system works. Provide some examples

in your everyday life.

 CS applications have social impacts not only in developed

countries but also in developing countries. A new work
force strategy without denying the existing of CS is
established by retooling the work forces, thus the
challenges of social impacts could be answers wisely and
would be bright opportunities to improve human standards
of living. Control Systems (CS). Several characteristics
of CS can be linked to human behavior. CS can “think” in
the sense that they can replace to some extent, human
operation. CS can distinguish between open-loop and
 WESLEYAN UNIVESITY-PHILIPPINES
Maria Aurora, 3202 Aurora
closed-loop CS and it is a concept or principle that
seems too fundamental in nature.

5. Provide some examples of standardized processes with

which you are familiar. How are they controlled?

 The standardization may cover products sold in one

geographical location or the global arena.

For example, manufacturers of LED and LCD television

follow certain product standardization rules that ensure
that the products sold in the market have similar
features. The standards cover specifications such as
screen resolution and size, inputs (HDMI port, USB ports,
etc.), internet connectivity, etc. The standards are
modified to accord with continuous advancements in
technology.

Standardization among manufacturing businesses ensures

that customers get similar products regardless of the
manufacturer or geographical location of the store where
customers buy from.
 WESLEYAN UNIVESITY-PHILIPPINES
Maria Aurora, 3202 Aurora

Activity 5.1
Instruction:
Select on Filipino value that is predominant in your
organization and indicate its positive and negative
orientation.

Sense of righteousness
(Value)
+ Positive Orientation

1. Buy some food for homeless person standing outside the

school.
2. Return a lost wallet you find to the owner.
3. Donate a blood when asked to do so.
4. Spend a Sunday volunteering in a soup kitchen.
5. Stop to help someone with a flat tire.

- Negative Orientation

1. Lie to your coworkers to increase the chances that you

will get a promotion rather than them.
2. Rush to take the last seat on a crowded ahead of an
elderly lady.
3. Find a tip 100 pesos left for the waiter in a restaurant
and take money for yourself.
4. Crash into a car and drive off without leaving a note.
5. Offer you help while knowing that you do not intent to
fulfill the promise when the time soon.
 WESLEYAN UNIVESITY-PHILIPPINES
Maria Aurora, 3202 Aurora

Activity 5.2

Make a reaction paper composed of 350 words with regards

on the shutdown of ABS-CBN if they apply the
implementation of TQM.

 Why ABS-CBN shutdown? Because the Corporation didn't pay

the renewal franchising how many years ago. In period of
Ferdinand Marcos ABS-CBN shutdown because of renewal
franchise. What is franchise value in organization?
Franchise is a type of license that part (franchisee)
acquires to allow them to have access to a business's
(franchisor) proprietary knowledge, processes, and
trademarks in order to allow the party to sell a product
or provide a service under the business's name. In
exchange for gaining the franchise, the franchisee
usually pays the franchisor an initial start-up and
annual licensing fees. Many artist of ABS-CBN Corporation
rallies because their job lost. For me ABS-CBN fault this
because the Corporation didn't pay the renewal franchise,
in organization renewal franchise is very important of
the business many of them blamed President Rodrigo
Duterte because the ABS-CBN shutdown but Mr. President he
do his job right and the house of congressman hearing on
the franchise renewal and the president didn't join in
the hearing. For me Mr. President is not bias, the
corporation faults this because they are not careful
about their business because of the fault of the
Corporation 11, 000 employees lost their job and also The
government accused ABS-CBN of illegally operating a cable
channel. I knew that ABS-CBN make a cable channel without
contract maybe it is the one reason why their network
shutdown. As the leading broadcast in the country, ABS-
CBN was known for its prime time flagship news program,
"TV Patrol," as well as soap operas and afternoon variety
TV shows. A whole media ecosystem becomes at stake from
economic impacts because of jobs lost, such as Jacinto's
to ramifications with viewership and advertising. I will
connect the ABS-CBN shutdown into Total Quality
Management. The ABS-CBN must do the better works because
they serving a million Filipinos by their network. To
operate a business we have to plan everything and do a
better works and we have to check everything to achieve
the goals of the organization and the very important we
have to act wisely to do a better works within the
organization, ABS-CBN they did not plan everything or
maybe they plan everything but they neglecting everything
because of that they network shutdown. In Total Quality
 WESLEYAN UNIVESITY-PHILIPPINES
Maria Aurora, 3202 Aurora
Management we have to plan everything and checked all
that can affect the organization, in business we have to
give value our works or jobs because we don’t give value
our organization many employees effect of this because
they lost their job as a management should do everything
to continuously achieve the goals of the organization and
pay everything that we have to pay. Don't let be
breakdown our organization. Do our best to achieve the
goals or our organization because if we lost it, it will
never be back it's hard to start a new business again if
we don't give value our business. In organization it is
not all about money you earn it is all about how we
managed our organization well and how we valued our
employees. Just do the better works to achieve the goals
of our organization don't t let our organization
breakdown because of one mistake.
 WESLEYAN UNIVESITY-PHILIPPINES
Maria Aurora, 3202 Aurora

Activity 6.1

Discussions:

1. How could you improve your process for studying for an

exam? Getting to class on time? Cleaning your room or
apartment.

 Improving my process for studying foe my exam is rather

difficult to tackle as and goal. I have to plan that can
be effective place to study. I’m trying to those tips for
studying at home to focus those tips for studying at home
to focused and more efficient with my study time.

2. What is Deming Cycle? Explain the activities that make up

each step?

 Plan- prepares a plan which will consider all possible

combinations of outcomes, risks, necessary resource
requirements among the others.
 Do- do what you have planned
 Study- analyzes what else could have been done to make
the output better.
 Act- an improvement that was listed implemented.

3. Identify a problem in your life. Outline a plan for using

the Deming Cycle to improve it.

 I feel that I didn’t do my best in everything but try

my best
Plan- I need to do plan. Think what the best to do to
improve myself.
Do- develops me. Do what I need to do, show what’s the
real me in front of others.
Study- I need to analyze the improvement of myself and
make a plan also the improvements of myself that I wish
to do it.
Act- I have to do with confidence without premonition of
myself. The improvement listed in my plan.

4. How might you use the Deming Cycle to improve your

learning performance?

 I improve my learning performance because I plan what

to do to my learning performance and I do my best to
improve my learning performance to study more and
analyze what the output better. Deming Cycle improves
my learning performance.
 WESLEYAN UNIVESITY-PHILIPPINES
Maria Aurora, 3202 Aurora

5. Explain the Six Sigma DMAIC methodology. How is it

similar to or different from the Deming Cycle?

 DMAIC is an acronym for define, measure, analyze,

improve, control. DMAIC is the process improvement
methodology of Six Sigma that’s used for improving
existing process. DMAIC is the problem solving approach
that drives lean Six Sigma. Deming Cycle is a
continuous quality improvement model consisting out of
a logical sequence of four repetitive steps for
continuous improvement and learning such as Plan, Do,
Study, and Act.

6. Explain the purpose and uses of each of the “seven QC

tools”

 Flowchart- is a picture of the separate steps of a

process in sequential order. Flowcharts can be used to
describe various processes like project plan.
 Check sheets- is a simple document that is used for
collecting data in real time, and at the location where
the data is generated.
 Histograms- the purpose of a histogram is to
graphically summarize the distribution of a unvaried
data set.
 Pareto diagrams- are to highlights the most important
among set of factors.
 Cause and effects diagram- it is graphically
illustrates the relationship between a given outcomes.
It can be also useful for showing relationship between
contributing factors.
 Scatter diagrams- uses dot represent values for two
different numeric variables. The position of each dot
on the horizontal and vertical axis indicates values
for an individual data point.
 Control charts- a study how a process changes over
time. A control chart always has a central line for the
average, an upper line for the upper control limit, and
a lower line for the lower control limit.

7. Explain how Six Sigma can complement lean thinking.

 Lean manufacturing is a systematic way of eliminating

waste and creating flow in the production process,
while Six Sigma is a set of techniques that strive to
greatly reduce the rate of defects.
 WESLEYAN UNIVESITY-PHILIPPINES
Maria Aurora, 3202 Aurora

Activity 7.1

Discussions:
1. Draw a diagram of a customer-supplier chain that includes
at least four organizations. What attributes of quality
are required at each link in the chain? How does quality
at the beginning of the chain influence quality at the
end?
Customer/ Customer/ Customer/ Customer/ Customer/

Supplier Supplier Supplier Supplier Supplier

 The customer supplier chain is a network between a

company and the supplies to produce and distribute a
specific product to the final buyer. A chain influences
quality because its company is a customer to its
supplier and a supplier to its customer.

2. What is the difference between customer satisfaction and

customer loyalty? Why is it important to distinguish
between these two concepts?

 The difference is the customer satisfaction is when

he/she buy a product and he/she satisfied to the
product or survey the product. Customer satisfaction is
a measurement of a customer attitude toward a product
or a brand. Unlike to customer loyalty is a set of
behaviors and attitudes that a customer exhibits that
demonstrate loyalty to a product, service or brand.
They both important because they help company to grown
and also because of two already know what need to
change to the product.

3. Why are suppliers important to a company’s quality

efforts?

 Supplier quality important to the company because to

trust a critical factor in building strong relationship
with an organizations suppliers. Suppliers finding
better options for raw materials market stats becoming
saturated, companies need to work closely with their
suppliers to get the best out of their products.

4. Prepare a list of moments of truth that you encounter

during a typical quarter or semester at your college or
university.
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 Simplicable- brands a student’s first stay at chain of
school.
 A student first interacts with a product after
purchasing it.
 When customer first hears about a new brand, product or
service from friends or media sources.

5. Think of a type of customer that you know reasonably

well. Try to identify some unmet needs of this type of
customer and to think of some new features of the
products and/or services the purchase that would excite
them. Why do you think these features are not being
offered?

 New customer- I guide them to earn a long lasting

customer by investing a bit to explaining to their how
products work and making sure the new customers know to
use it and make them excite. Leave a contact option
open to offer an automated onboarding to customers.