The total quality management paradigm is based on the notion that value creation

Question

The total quality management paradigm is based on the notion that value creation requires the following:   

a. customer excellence, cycle time excellence, cost excellence, delivery excellence    b. customer excellence, cycle time excellence, cost excellence, cultural excellence    c. customer excellence, innovation excellence, cost excellence, cultural excellence    d. customer excellence, cycle time excellence, innovation excellence, cultural excellence    e. customer excellence, cost excellence, delivery excellence, cultural excellence

Explanation / Answer

The answer would be -

e) customer excellence, cost excellence, delivery excellence, cultural excellence

Reason: I will use an elimination method. TQM does not include -

1) Cycle time excellence: Cycle time is basically a time/cost metric and not a quality metric. According to TQm fundamentals, it is not necessary for TQM.

2) Innovation excellence: TQM does not require product/service to be innovative. For e.g. Samsunng can copy from Apple. However, putting excellent processes in place, Samsung can be a better TQM provider than Apple, even though it was not innovative.

So, barring these 2, all others are part of TQM. Hence, we are left with option e. customer excellence, cost excellence, delivery excellence, cultural excellence

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