Introduction to Total Quality Management: Principles and Requirements

Vocabulary flashcards covering the core concepts, the 10Ms of resources, and the seven principles of ISO 9001:2015 based on the Total Quality Management lecture notes.

Quality Management System (QMS)

The organizational structure, resources, processes and activities needed to implement quality requirements and achieve effectiveness and efficiency, or a set of coordinated activities to direct and control an organization to continually improve its performance.

Six Elements of a QMS

Leadership, Organizational Management, Resources Management, Standards, Documentation, and Assessment.

QMS Main Thrust

Defining processes to result in the production of quality products and services, rather than detecting defects after they have been produced.

Requisite Resources

Essential or necessary stock or supply of money, materials, staff, and other assets, including technology and infrastructure, that an organization draws on to function effectively.

Man (10Ms)

The manpower or number of people working or available for service, including their skills, attitudes, reliability, and flexibility.

Money (10Ms)

Financial aspects such as cash flows, access to funding, debt burden, cost of capital, and the balance between profit and expenditure on quality.

Machines (10Ms)

Facilities and equipment categorized by their capabilities, location, age, maintenance needs, and replacement costs.

Methods (10Ms)

How organizations conceptualize quality and business performance and set about to achieve it through operations, marketing, HR, and supplies.

Materials (10Ms)

The inputs for the realization of products and services, including raw materials, existing products, and the potential for new products.

Management (10Ms)

The act, art, or manner of Planning, Leading, Organizing, and Controlling within the organization.

Message (10Ms)

Information used to inform, request, or persuade, involving ICT (Information and Communication Technology) and advertisements.

Moments/Minutes (10Ms)

Timings related to seizing business opportunities, planning time, product design time, delivery time, and response time for complaints.

Milieu (10Ms)

The environment surrounding the organization, including SWOT considerations (Strengths, Weaknesses, Opportunities, Threats) and competitor activities.

Markets (10Ms)

The size, location, ease of entry, demographics, and potential for growth or new market opportunities.

Principle 1 – Customer Focus

The principle that organizations depend on their customers and should understand current and future needs to meet requirements and exceed expectations.

Principle 2 – Leadership

Leaders establish unity of purpose and direction, creating an internal environment where people can become fully involved in achieving objectives.

Principle 3 – Engagement of People

The recognition that people at all levels are the essence of an organization and their full involvement enables their abilities to be used for the organization's benefit.

Principle 4 – Process Approach

The concept that consistent and predictable results are achieved more effectively when activities are managed as interrelated processes that function as a coherent system.

Principle 5 – Improvement

The ongoing focus on enhancing process performance, organizational capability, and customer satisfaction.

Principle 6 – Evidence-based Decision Making

The principle that decisions made based on the analysis and evaluation of data and information are more likely to produce desired results.

Principle 7 – Relationship Management

Managing relationships with relevant interested parties, such as providers, suppliers, and bankers, for sustained success.