Answer.

1:

Here are three of the most important propositions that are often cited by the gurus of
quality management, including Deming, Juran, Crosby, Feigenbaum, and Ishikawa:

1.Quality should be the top priority of every organization:

Quality should be the top priority of every organization because it is essential for achieving
customer satisfaction, meeting regulatory requirements, and sustaining long-term success.

Customers expect high-quality products and services that meet their needs and
expectations. If an organization fails to deliver quality, it risks losing customers to
competitors who offer better quality products and services. In addition, poor quality can
lead to negative reviews, word-of-mouth publicity, and damage to the organization's
reputation, which can be difficult to repair.

Regulatory requirements also require organizations to deliver products and services that
meet certain quality standards. Failing to meet these standards can result in legal penalties,
fines, and other consequences that can be damaging to the organization's reputation and
financial health. Finally, sustaining long-term success requires a focus on quality. By
delivering high-quality products and services, organizations can build a loyal customer base,
establish a positive reputation, and maintain a competitive edge in the market.

An example of an organization that prioritizes quality is Apple, one of the world's most
successful technology companies. Apple is known for its high-quality products, such as the
iPhone, iPad, and MacBook, which are designed to be easy to use and highly reliable. Apple's
focus on quality is evident in every aspect of its operations, from product design and
development to manufacturing and customer support. By prioritizing quality, Apple has been
able to build a strong brand and to maintain its position as a leader in the technology
industry.

2. Quality is the responsibility of every employee:

Quality is the responsibility of every employee because every person in an organization has a
role to play in delivering high-quality products and services. Quality is not just the
responsibility of the quality control department or the management team, but it is a shared
responsibility that extends to every employee.

Every employee has a unique perspective on the organization's products and services, and
they can identify opportunities for improvement that may not be apparent to others. By
encouraging every employee to take responsibility for quality, organizations can tap into this
collective knowledge and expertise, and can identify and address quality issues more quickly
and effectively.

In addition, employees can contribute to quality by providing feedback on the organization's

products and services. This feedback can help to identify areas for improvement and can
help the organization to better understand customer needs and preferences.
Overall, quality is the responsibility of every employee because every person in the
organization has a role to play in delivering high-quality products and services. By
encouraging every employee to take responsibility for quality, organizations can tap into the
collective knowledge and expertise of their workforce, and can improve the quality of their
products and services.

An example of an organization where quality is the responsibility of every employee is the

Ritz-Carlton hotel chain. The Ritz-Carlton has a strong culture of service excellence, which is
based on the idea that every employee in the organization has a role to play in creating a
superior guest experience.

To achieve this goal, the Ritz-Carlton provides extensive training to its employees on service
delivery and quality management. This includes training on the Ritz-Carlton's "Gold
Standards," which outline the behaviors and actions that are expected of every employee in
the organization. These standards cover everything from greeting guests with a warm smile
to anticipating their needs and preferences.the Ritz-Carlton also empowers its employees to
take ownership of the guest experience. For example, every employee is empowered to
spend up to $2,000 per guest to resolve any issues or concerns that arise during their stay.
This creates a culture of accountability and responsibility, where every employee is
encouraged to take an active role in ensuring that guests have a memorable and enjoyable
experience.

3. Quality improvement requires a focus on processes:

Quality improvement requires a focus on processes because processes are the means by
which organizations deliver their products or services to their customers. By focusing on
processes, organizations can identify and eliminate inefficiencies, reduce errors, and improve
the consistency and quality of their output.

In order to improve a process, it is necessary to understand how it works, and to identify the
key factors that influence its performance. This can be done through process mapping and
analysis, which involves documenting the steps in a process and identifying potential areas
for improvement.

Once the process has been mapped and analyzed, organizations can use a range of quality
improvement techniques to make changes and improvements. These may include:

1. Reducing waste: Organizations can identify and eliminate unnecessary steps in a process,
or find ways to streamline the flow of materials or information.

2. Standardizing procedures: Organizations can develop standard operating procedures

(SOPs) for key processes, to ensure that everyone is following the same steps and that the
process is consistent and repeatable.

3. Root cause analysis: Organizations can use tools like the fishbone diagram or the 5 Whys
to identify the underlying causes of process problems, and to develop solutions that address
those root causes.
4. Continual monitoring and improvement: Once a process has been improved, it is
important to continually monitor it to ensure that the improvements are being sustained,
and to look for further opportunities for improvement.

For instance, let's consider a manufacturing process for a complex product, such as an
automobile. To produce a high-quality automobile, it is essential to ensure that each step in
the production process is well-defined, consistent, and efficient. This requires a focus on
process improvement.

One process improvement technique used in the manufacturing industry is Lean

Manufacturing, which focuses on the elimination of waste and the improvement of process
flow. This technique involves identifying and removing steps in the process that do not add
value to the final product, such as waiting time, unnecessary movement of materials, or
defects. By streamlining the process and reducing waste, Lean Manufacturing can help to
improve product quality and reduce costs.