Industry Survey Questionnaire

Industry Survey on TQM Implementation
Dear Participant,
As part of my dissertation on “Research and analyse factors that helps organisations to implement
Total Quality Management (TQM) successfully’, I am doing a survey on a few TQM organisations. In
this regard, I have developed a Questionnaire based on Zhang’s instrument.
Kindly spare your precious time and provide me your valuable inputs. You need not mention your name
anywhere in the questionnaire. Your response will be kept confidential
Thanks in advance for your support
Rajan Ponnuswamy
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Instructions:
Please circle / write down the appropriate answers, which you feel is right. If you find a question which
you may not be sure about, please give your closest answer based on your experience.
I PARTICIPANT’S PROFILE
Company Name : __________________________________________________
Position in the Organisation: (circle the right answer)
a. Senior Management
b. Middle Management
c. Workmen
Age : ________________________________________________________
Experience: ____________________________________________________
Page 1 of 8
II COMPANY OVERVIEW
1 Type of organization:
a. Privately owned organisation
b. Public Limited
c. Govt Organisation
d. Joint Venture
e. others
2 Type of Business:
a. Manufacturing
b. Retail
c. BPO- ITES
d. Sales & distribution
e. others
3 No of Employees:
a. Less than 500
b. 501 - 1000
c. 1001 – 1500
d. 1501 - 2000
e. Above 2000
4 Awareness of TQM among your employees
a. High
b. Medium
c. Low
d. Poor
e. Very poor
5 Average age of employees
a. Less than 20
b. 21-30
c. 31- 40
d. 41 – 50
e. Above 50
6 Average service of employees
a. Less than 2 years
b. 3 – 5 years
c. 6- 10 years
d. Above 10 years
7 When was the company established
a. Before 1980s
b. 1980-1990s
c. 1991-1999s
d. 2000-2005
e. Less than a year
8 The organisation was certified for
a. ISO 9000
b. TS 16970
c. ISO 14000
d. Deming
e. EFQM
Page 2 of 8
II SURVEY QUESTIONNAIRE ( Based on Zhang’s Instrument for measuring TQM )
We would like to understand the extent of TQM implementation done your organisation. Please mark
your answer in a 5 point Likert scale
 Strongly disagree - 1
 Disagree –2
 Neutral - 3
 Agree - 4
 Strongly agree - 5
STRATETIC COMPONENTS
1 Leadership (8 questions)
1. Top management actively participates in quality management and improvement

process.
a. Strongly agree b. Agree c. Neutral d. Disagree e. Strongly disagree
2. Top management learns quality-related concepts and skills.

3. Top management strongly encourages employee involvement in quality management

and improvement activities.
4. Top management empowers employees to solve quality problems.

5. Top management arranges adequate resources for employee education and training.
6. Top management discusses many quality-related issues in top management meetings.

7. Top management focuses on product quality rather than yields.

8. Top management pursues long-term business success

Page 3 of 8
2 Supplier quality management (6 questions)
1. Our company has established long-term co-operative relations with suppliers

2. Our company regards product quality as the most important factor for selecting
suppliers.
3. Our company always participates in supplier activities related to quality.

4. Our company always gives feedback on the performance of suppliers’ products.

5. Our company has detailed information about supplier performance.

6. Our company regularly conducts supplier quality audit.

3 Vision and plan statement (8 questions)
1. Our company has a clear long-term vision statement.

2. The vision effectively encourages employees’ commitment to quality improvement.

3. Our company has a clear short-term business plan.

4. Our company has a clear quality policy.

5. Our company has a detailed quality goal.

6. Our company has an effective quality improvement plan.

7. Various policies and plans are well communicated to the employees.

8. Employees from different levels are involved in making policies and plans.
Page 4 of 8
4 Quality system improvement (5 questions)
1 The quality system in our company is continuously improved.

2 Our company uses ISO 9000 as a guideline for establishing our quality system.
3 Our company has a clear quality manual.

4 Our company has clear procedure documents.

5 Our company has clear working instructions.

TACTICAL COMPONENTS
5 Evaluation (10 questions)

1. Our company regularly audits various policies and strategies.
2. Our company regularly conducts quality audits.

3. Benchmarking is used extensively in our company.

4. Our company uses quality-related costs extensively.

5. Our company has detailed quality-related data such as defect rates and scraps.
6. Quality-related data are used to evaluate the management of our company.

7. Quality-related data are used to evaluate the performance of all departments.

8. Quality-related data are used to evaluate the performance of employees.

9. Quality-related information is displayed at the shop floor.

10. The aim of evaluation is for improvement, not for criticism.

Page 5 of 8
6 Process control and improvement (8 questions)
1. Our company is kept neat and clean at all times.

2. Process capability can meet production requirements.

3. Production equipment is maintained well according to maintenance plan.

4. Our company implements various inspections effectively (e.g., incoming, process,

final products).
5. Our company is designed to be “fool proof” in order to minimize the chance of

employee error.
6. Our company uses the Seven QC tools extensively for process control and
Improvement
7. Our company uses SPC extensively for process control and improvement. (statistic
process control）
8. Our company uses PDCA cycle extensively for process control and improvement.
7 Product design (8 questions)
1 The design engineers are required to have some shop floor experiences.
2 The design engineers are required to have some marketing experiences.

3 The customer requirements are thoroughly considered in new product design.

4 Various departments participate in new product development.

5 New product designs are thoroughly reviewed before production.

6 Cost is emphasized in the product design process.

Page 6 of 8
7 Experimental design is used extensively in product design.
8 Quality function deployment (QFD) is used extensively in product design.

CULTURAL COMPONENTS
9 Employee participation (8 questions)
1. Our company has cross-functional teams.

2. Our company has several QC circles (within one function).

3. Employees are actively involved in quality-related activities.

4. Our company implements suggestion activities extensively.

5. Most employees’ suggestions are implemented after an evaluation.

6. Employees are very committed to the success of our company.

7. Employees are encouraged to fix problems they find.

8. Reporting work problems is encouraged in our company

9 Recognition and reward (6 questions)

1. Our company improves working conditions in order to recognize employee quality
improvement efforts.
2. Our company has a salary promotion scheme for encouraging employee participating
in quality improvement.
3. Position promotions are based on work quality in our company.

4. Excellent suggestions are financially rewarded.

Page 7 of 8
5. Employees’ rewards and penalties are clear.
6 Recognition and reward activities effectively stimulate employee commitment to

quality improvement
10 Education and training (6 questions)

1. Employees are encouraged to accept education and training in our company.
2. Resources are available for employee education and training in our company.
3. Most employees in our company are trained on how to use quality management
methods (tools).
4. Quality awareness education is given to employees.

5. Specific work-skills training is given to all employees.

6. Employees are regarded as valuable, long-term resources worthy of receiving

education and training throughout their career.
11 Customer focus (6 questions)

1. Our company collects extensive complaint information from customers.
2. Quality-related customer complaints are treated with top priority.

3. Our company conducts a customer satisfaction survey every year.

4. Our company always conducts market research in order to collect suggestions for
improving our products.
5. Our company provides warranty on our sold products to customers.

6. Our company has been customer focused for a long time.

Page 8 of 8

Industry Survey Questionnaire

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Industry Survey on TQM Implementation

Thanks in advance for your support

Company Name : __________________________________________________

Position in the Organisation: (circle the right answer)

1. Top management actively participates in quality management and improvement

2. Top management learns quality-related concepts and skills.

3. Top management strongly encourages employee involvement in quality management

4. Top management empowers employees to solve quality problems.

6. Top management discusses many quality-related issues in top management meetings.

7. Top management focuses on product quality rather than yields.

8. Top management pursues long-term business success

1. Our company has established long-term co-operative relations with suppliers

3. Our company always participates in supplier activities related to quality.

4. Our company always gives feedback on the performance of suppliers’ products.

5. Our company has detailed information about supplier performance.

6. Our company regularly conducts supplier quality audit.

3 Vision and plan statement (8 questions)

1. Our company has a clear long-term vision statement.

2. The vision effectively encourages employees’ commitment to quality improvement.

3. Our company has a clear short-term business plan.

4. Our company has a clear quality policy.

5. Our company has a detailed quality goal.

6. Our company has an effective quality improvement plan.

7. Various policies and plans are well communicated to the employees.

1 The quality system in our company is continuously improved.

3 Our company has a clear quality manual.

4 Our company has clear procedure documents.

5 Our company has clear working instructions.

5 Evaluation (10 questions)

2. Our company regularly conducts quality audits.

3. Benchmarking is used extensively in our company.

4. Our company uses quality-related costs extensively.

6. Quality-related data are used to evaluate the management of our company.

7. Quality-related data are used to evaluate the performance of all departments.

8. Quality-related data are used to evaluate the performance of employees.

9. Quality-related information is displayed at the shop floor.

10. The aim of evaluation is for improvement, not for criticism.

1. Our company is kept neat and clean at all times.

2. Process capability can meet production requirements.

3. Production equipment is maintained well according to maintenance plan.

4. Our company implements various inspections effectively (e.g., incoming, process,

5. Our company is designed to be “fool proof” in order to minimize the chance of

7 Product design (8 questions)

2 The design engineers are required to have some marketing experiences.

3 The customer requirements are thoroughly considered in new product design.

4 Various departments participate in new product development.

5 New product designs are thoroughly reviewed before production.

6 Cost is emphasized in the product design process.

8 Quality function deployment (QFD) is used extensively in product design.

9 Employee participation (8 questions)

1. Our company has cross-functional teams.

2. Our company has several QC circles (within one function).

3. Employees are actively involved in quality-related activities.

4. Our company implements suggestion activities extensively.

5. Most employees’ suggestions are implemented after an evaluation.

6. Employees are very committed to the success of our company.

7. Employees are encouraged to fix problems they find.

8. Reporting work problems is encouraged in our company

9 Recognition and reward (6 questions)

3. Position promotions are based on work quality in our company.

4. Excellent suggestions are financially rewarded.

6 Recognition and reward activities effectively stimulate employee commitment to

10 Education and training (6 questions)

4. Quality awareness education is given to employees.