University professor
Dr.-Ing. Bernd Hellingrath
Chair for Information Systems and Sup-
ply Chain Management
Leonardo-Campus 3
48149 Münster
Tel. +49 251 83-38000
Fax +49 251 83-38009
Tutorial Operations Management
Chapter 5 – Quality Management
Solutions
Please note: Round off to two digits, if not indicated otherwise.
Task 1: Basics of Quality Management
a) What are the levels of an organization where TQM comes into action? What are the key
features of TQM?
Management
– Target-oriented, cooperative style of management
– Quality as holistic business goal
Employees
– Qualification and sense for quality
– Quality control
Organization
– Clear agreements on objectives, tasks, and responsibilities
– Orientation towards customer requirements
b) Describe the main concept of TQM, its key features, and explain its process.
Six Sigma:
– Systematic approach for process improvement
, 2
– Goal: reduction of unwanted variance in products, processes and course of actionAppli-
cation of quality management
– Basic idea:
o Application of quality management leads to reduction of errors and less product
rejects
o For same tolerance limits for accepted products, the number of accepted prod-
ucts increases to 6 standard deviations
– Result: process accuracy increases from 99.73% to 99.9997%
Six Sigma: Key features
– Structured approach for problem solving
– DMAIC phases
o Define
o Measure
o Analyze
o Improve
– Application of statistical tools for process improvement
– Quantitative evaluation
c) What is the role of quality control and its methods?
Role
– Provision of required data
– Decision-making basis for quality management methods
Methods
– Statistical process control
– Control charts
– Process capability
Dr.-Ing. Bernd Hellingrath
Chair for Information Systems and Sup-
ply Chain Management
Leonardo-Campus 3
48149 Münster
Tel. +49 251 83-38000
Fax +49 251 83-38009
Tutorial Operations Management
Chapter 5 – Quality Management
Solutions
Please note: Round off to two digits, if not indicated otherwise.
Task 1: Basics of Quality Management
a) What are the levels of an organization where TQM comes into action? What are the key
features of TQM?
Management
– Target-oriented, cooperative style of management
– Quality as holistic business goal
Employees
– Qualification and sense for quality
– Quality control
Organization
– Clear agreements on objectives, tasks, and responsibilities
– Orientation towards customer requirements
b) Describe the main concept of TQM, its key features, and explain its process.
Six Sigma:
– Systematic approach for process improvement
, 2
– Goal: reduction of unwanted variance in products, processes and course of actionAppli-
cation of quality management
– Basic idea:
o Application of quality management leads to reduction of errors and less product
rejects
o For same tolerance limits for accepted products, the number of accepted prod-
ucts increases to 6 standard deviations
– Result: process accuracy increases from 99.73% to 99.9997%
Six Sigma: Key features
– Structured approach for problem solving
– DMAIC phases
o Define
o Measure
o Analyze
o Improve
– Application of statistical tools for process improvement
– Quantitative evaluation
c) What is the role of quality control and its methods?
Role
– Provision of required data
– Decision-making basis for quality management methods
Methods
– Statistical process control
– Control charts
– Process capability
