a. 1. Explain how improving quality can lead to reduced costs.
2. As an Internet exercise, determine the Baldrige Award criteria. See the Web site www.nist.gov/baldrige/.
3. Which 3 of Deming's 14 points do you think are most critical to the success of a TQM program? Why?
4. List the seven concepts that are necessary for an effective TQM program. How are these related to Deming's 14 points?
b. 1. Name three of the important people associated with the quality concepts of this chapter. In each case, write a sentence about each one summarizing his primary contribution to the field of quality management.
2. What are seven tools of TQM?
3. How does fear in the workplace (and in the classroom) inhibit learning?