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Section 1. Achieving and Maintaining Quality Performance

What is the Total Quality Management system?

___Total Quality Management refers to principles developed by W. Edwards Deming that encourage the development of a flexible, dynamic system which involves everyone in an organization in the production of goods that exactly meet the customer's needs, do precisely what they are supposed to do as effectively as possible every time at the best possible price, and are constantly being improved

Why is quality important for a grass roots organization?

___It increase the group's effectiveness at reaching its goals

___It adds strength and credibility to your organization/initiative

___It helps the organization fulfill the ethical obligation to provide the best service or advocacy possible

___It is more economical over the long run

___It has many positive effects on your organization

What are the basic principles of TQM?

___Customer focus

___Obsession with quality

___Continual improvement of systems

___Unity of purpose


___Employee involvement

___Education and training

___Scientific approach

___Long-term commitment

What are the steps of the Deming Cycle?

___Plan: Conduct research and plan for improvement

___Do: Produce the product

___Check: Check to be sure that the product meets planning goals

___Act: Market the product

___Analyze: Analyze how the product is received in the marketplace

How should you use TQM for your organization?

___Determine which elements of TQM are relevant to your situation, and which are not

___Commit your organization to maintaining quality performance through:

  • Institutionalization of dynamism
  • Long-range strategic planning
  • Keeping at it forever

___Know what SWOT analysis is, and how to use it