Gurus means a spiritual leader, a good person, a wise person in his field not only makes great

contributions and innovations, but also gives a massive revolution. Gurus have widely made
significant contributions to quality management through their theories. While there are
differences in their philosophies and they have slightly different definitions of quality and
ways to achieve them, there is one basic theme in common in their philosophies. Quality
leadership from customer focus, overall workforce involvement and continuous improvement
are essential in order to achieve excellent quality which is the foundation of quality
management principles

Topic3
in my view, a Strategy consists of a series of planned actions that help you make decisions
and achieve the best results. This strategy aims to achieve the objectives following the action
guidelines. Strategic planning helps firms proactively prepare and address issues with a long -
term view.
We also study about leadership is a key strategic variables for quality improvement.
leadership is the process of a leader influences a group to move towards the attainment of
superordinate goals.
Principles of leaderships for quality ;
i. Customer focus
ii. Recognizing the structure of work
iii. Obsession with quality
iv. Freedom through control
v. Unity of purpose
vi. Looking for faults in system
vii. Teamwork
viii. Continuing education and training

Chapter 4
In this chapter, we discuss important ways to listen to market voices. we learn about
benchmarking goals. in my view, benchmarking is a process performed by one
organization by observing and learning the best practices performed by other
organizations. the purpose of benchmarking is to compare an organization’s operations
with competitors and generate ideas to improve processes, approaches and technologies to
increase profits, reduce costs and strengthen customer satisfaction and loyalty. benchmarks
are important components that need to be implemented by an organization in continuous
quality and service improvement initiatives. The implementation of benchmarking opens
up space for organizations to implement improvements. It is an ongoing process
implemented to achieve the main objective of meeting the needs of customers and
stakeholders. It is a management tool that can help an organization move forward to
achieve world -class management performance.
Chapter 5
Voice of customers
Customer Voices is very important for the company’s successes. Voice of the Customer
empowers businesses to understand customer needs and expectations related to products and
services. Organizations can proactively serve customers with the desired quality. The best
way to improve the customer experience is to listen and act on what the customers are telling.
Companies that make customer voices a priority are more likely to outperform companies
that don’t. I do believe that the organizations that pay attentions to customer voices have a
better customer experience and the benefits are countless. Customer also will recommend the
service and product to their friends if they have a positive experience with those company.
Satisfied customers are more likely to upgrade the service and less likely to cancel
Chapter 6
In this chapter, i have learned more about quality assurance that helps a company create the
product and services that meet the needs, expectations and requirements of customers.
Quality assurance is important and without QA, more serious disadvantages will arise, such
as product bugs and the market’s dissatisfaction or rejection of the product. i also learned
more about Kano Model. Kano model talk about the connection between customer
satisfaction and the realization of customer requirements. The best part of this chapter is i
learned how to calculate the absolute weight, absolute factor, relative weight and relative
factor. From that, we can find out which technical features are most important in the product
and which are redundant and can be eliminated.

Chapter 7
From this topic, I can find out the differences between services and manufacturing. i also
learned in connection with differences between services and manufacturing namely
intangible, heterogeneous, occur simultaneously and customer contact. I also understand
more deeply about the differences between voluntary service and involuntary service. The
voluntary service is seekly out and use on your own such as refuelling the car whereas the
involuntary services is services that are not chosen by the customers such as firefighter and
policeman. The 3 key aspects of leadership that I have learned is has a service vision, have
high standard and in-the-field-style of leadership. Furthermore, I learned the Servqual
dimensions namely:
Reliability: Delivering on promise
Responsiveness: Willing to help
Assurance: Inspiring trust and confidence
Empathy: Treating customers as individual
Tangibles: Representing the service physically.
There are 4 ways to design and improve the services transaction:
1. SERQVUAL model
2. Services Blueprinting: flowchart that isolates potential fail points in a process
3. Moments of truth: fail points in the services blueprints
4. Poka Yoke: technique for avoiding simple human error, mistake-proofing

Chapter 8
In this topic, I have the plan-do-check-act cycle which is developed by Dr William Edwards
Deming namely The Deming Cycle. The first stage is plan that is identifying problems and
looking for solutions. Second stage is do, test potential solutions. Third stage is check that is
study results and determine whether process performance has improved or failed. Last stage
is act, implement the best solution and look for ways to make it even better. PDCA are
provides a simple and effective approach for solving problems and managing change. This
model is useful for testing improvement measures on a small scale before updating work
procedures and practices. I also learned the seven new tools for improvement and other tools
for performance measurement. The used of these tools can have a lot of benefits when a
company implemented correctly. Adopting the right quality management tools can help
companies save a lot of time and resources improve the overall quality of delivery and
processes.

Chapter 9
Statistics is one of many tools necessary to solve quality problem. The quality of a product
can be evaluated using either an attribute of the product or a variable measure. An attribute is
a product characteristics such as colour, surface texture, smell or taste. Attribute can be
evaluated quickly with a discrete response such as good or bad, yes or no, acceptable or not.
An attribute evaluation is sometime referred to as a qualitative classification method. A
variable measure is a product characteristic that is measured on continuous scale such as
length, weight, time and temperature. Since a variable evaluation is the result of some form of
measurement, it is sometimes referred to as a quantitative classification method. Because it is
a measurement, a variable classification typically provides more information about the
product such as the weight of a product is more informative than simply saying the product is
good or bad. I understand that, Statistical quality control is the application of statistical
principles and techniques in all stages of production, directed towards the economic
manufacture of a product that is maximally useful and has a market.

Chapter 11
In this chapter, I can find out the Total Quality Management (TQM) is a management
framework based on the belief that an organization can build long-term success by having all
its members, from low-level employees to its top-level executives, focus on quality
improvement and, successfully meet customer satisfaction.
TQM requires organizations to focus on continuous improvement. It focuses on process
improvement in the long run, rather than just emphasizing short-term financial gain. TQM
can have a significant and beneficial impact on employee and organizational development.
By asking all employees to focus on quality management and continuous improvement,
companies can create and uphold cultural values that create long-term success for customers
and the organization itself.
Total quality management is not something we can impose on a company from the outside.
Companies should be prepared to adopt TQM, appreciate it and remain fully committed
throughout the organization.
Teams are most effective if they have a common framework, such as the FOCUS-PDCA
model, for thinking about the improvement process. Teamwork is one of the basic principles
of total quality management, the reason that drives this thinking is that teamwork will lead to
better results, higher quality and higher morale.