HOCHIMINH CITY UNIVERSITY OF TECHNOLOGY

INSTITUTE OF INTERNATIONAL EDUCATION

REVISION
MODULE: Quality Management
SEMESTER 1, ACADEMIC YEAR 2020 - 2021

I. Module evaluation method

 Testing mode: Essays
 Duration: 90 minutes
 Students are NOT ALLOWED to use materials.

II. Revision

TOPIC 1: Quality Management Overviews

Content:
Introduction to Quality and Quality Management
The development of Quality thinking

Revision questions:
Question 1: Define the term quality, quality management, and total quality
management

Quality:

Quality is a dynamic state associated with products, services, people, processes,

and environments that meets or exceeds expectations and helps produce superior value.

Quality Management:

Quality management is the act of overseeing all activities and tasks that must be
accomplished to maintain a desired level of excellence. This includes the determination
of a quality policy, creating and implementing quality planning and assurance,
and quality control and quality improvement.

Total Quality Management:

 Total Quality Management (TQM) is a participative, systematic approach to
planning and implementing a constant organizational improvement process. Its approach
is focused on exceeding customer’s expectations, identifying problems, building
commitment, and promoting open decision-making among workers.

Question 2: List the key characteristics of the total quality approach

Key characteristics

Customer focus Strategic focus

Leadership focus Process Focus

Scientific Focus: plan, do, study (check), act People Focus

Continual Improvement, Innovation and Learning Systems Thinking

TOPIC 2: Customer focus

Content:
Internal and external customer
Customer – perceived value and customer – driven organization
Quality Function Deployment (QFD)

Revision questions:
Question 1: Identify the factors that shape the value to customer.

Customer Satisfaction: A person’s feelings of pleasure or disappointment that result

from comparing a product’s perceived performance to (or outcome) to expectations.

Customer expectation: Encompasses everything that a customer expects from a product,

service or organisation.

Customer expectations are created in the minds of customers based upon their individual
experiences and what they have learned, combined with their pre-existing experience and
knowledge.

Customer Loyalty: A deeply held commitment to rebuy or repatronize a preferred

product or service in the future despite situational influences and marketing efforts
having the potential to cause switching behavior.
HOCHIMINH CITY UNIVERSITY OF TECHNOLOGY
INSTITUTE OF INTERNATIONAL EDUCATION

Question 2: List the key characteristics of a customer – driven organization.

The key characteristics of a customer – driven organization

- Vision, commitment and climate.

- Alignment with customers.
- Willingness to find and eliminate customers’ problems.
- Use of customer information.
- Reaching out to customers.
- Competence, capability and empowerment of people.
- Continual improvement of products and processes.

Question 3: Explain briefly the concept of QFD and how it relates to customer
satisfaction

QFD (Quality Function Deployment):

A ‘system’ for designing a product or service, based on customer requirements,

with the participation of members of all functions of the supplier organization.

Translates the customer’s requirements into the appropriate technical requirements

for each stage.

How it relates to customer satisfaction

Identifying customer needs known in QFD – speak as the “voice of customer” (VOC).

Identifying the product attributes that will most satisfy the VOC.

Establishing product development and testing targets and priorities that will result in a
product or service that satisfies the VOC.

TOPIC 3: Total Quality tools

Content:
7 Quality control tools
Other important tools: flowchart, Kaizen, 5S

Revision questions:
Question : Describe and summarize the uses of Cause and Effect diagram, check
sheets, Pareto chart and control chart. (TotalQualityTools)
1. Cause and effect diagram
Also called Ishikawa diagram, or fishbone diagram.
A means of visualizing how the various factors associated with a process affect the
process’s output.
To identify and isolate causes of a problem.
Using:
When identifying possible causes for a problem
When a team’s thinking tends to fall into ruts
2. Check Sheets
The check sheet is a form (document) used to collect data in real time at the
location where the data is generated.
The data it captures can be quantitative and qualitative.
When the information is quantitative, the check sheet is sometimes called a tally
sheet.
Using:
When data can be observed and collected repeatedly by the same person or at the
same location.
When collecting data on the frequency or patterns of events, problems, defects,
defect location, defect causes, or similar issues.
When collecting data from a production process.
3. Pareto chart
A Pareto chart is a bar graph.
The lengths of the bars represent frequency or cost (time or money), and are
arranged with longest bars on the left and the shortest to the right.
In this way the chart visually depicts which situations are more significant.
Using:
When analyzing data about the frequency of problems or causes in a process
When there are many problems or causes and you want to focus on the most
significant
When analyzing broad causes by looking at their specific components
When communicating with others about your data
4. Control chart
Aims of SPC: to minimize variation in processes.
Three key elements:
Providing control systems.
Evaluating capability.
Providing guidance towards continuouos improvement.
HOCHIMINH CITY UNIVERSITY OF TECHNOLOGY
INSTITUTE OF INTERNATIONAL EDUCATION

Using:
Special and Common Causes of Variation:
Two basic elements of Variation:
The central tendency
The spread
Two potential causes of variation
Common Cause (Un-assignable) Variation: variation that is
inherent in the process.

Special Cause (Assignable) Variation: variation due to transient

causes outside the process norms.
Common cause Variation Special cause variation
- is inherent in the process. - Due to transient causes outside the
- Affects the overall spread of the process norms
process - Not only increase variation but also to
- “In Statistical Control” destroy predictability
- “In Control” - “Out of SC”
- “Stable” - “Out of Control”
- “ Unstable”

TOPIC 4: The Quality Management system of ISO 9000: 2015

Content:
Introduction to ISO 9000:2015
Building and Implemtation of ISO 9000: 2015

Revision questions:
Question 1: Identify the requirements for implementing the Quality Management
System of ISO 9000

Commitment by Top Management

Commitment of Resources

Planning and Publicizing

Vision statement and guiding principles

Goals and Objectives

Total Quality Implementation plan

 Publicity Approach

Infrastructure that supports deployment and Continual improvement

Question 2: Explain the ISO’s operating principle (Plan – Do – Check – Act)

Plan: Establish objectives and develop the plan to achieve them.

Do: Put the plans into action

Check: Measure the results of the action; that is, is the planned action working, or were
the objectives met?

Act (or Adjust): Learn from the results of the third (check) step, make any necessary
changes to the plans, and repeat the cycle.

Question 3: List the nine core elements of QMS (ISO – 9001)

9 core elements of QMS:
Quality objectives Quality manual
Customer satisfaction with product quality Organizational responsibilities
Continuous Improvement Data management
Quality Instruments Document control
Processes