Test your basic knowledge |

TQM: Total Quality Management

Subjects : business-skills, tqm
Instructions:
  • Answer 50 questions in 15 minutes.
  • If you are not ready to take this test, you can study here.
  • Match each statement with the correct term.
  • Don't refresh. All questions and answers are randomly picked and ordered every time you load a test.

This is a study tool. The 3 wrong answers for each question are randomly chosen from answers to other questions. So, you might find at times the answers obvious, but you will see it re-enforces your understanding as you take the test each time.
1. Costs occurring after delivery or shipment of the product Ex: Processing customer complaints; customer returns; warranty claims; product recalls






2. boss --> stockholder --> customer






3. Business Excellence Awards - started in 1988






4. Highly profitable customer/long term






5. Concept based off TPS - A Better product is developed or better service is delivered using less of everything required - Is about being flexible - Reduction of waste - Improving workflow






6. Plan Inform and Prepare - Consider the purpose; Fix a time and place; Draw up team; send a notice; prepare agenda - Maintain Structure and Control - Start puntually; restate purpose; keep the group focused; mobilize or encourage the group - Record th






7. The sum of the above costs






8. Never hear from more than 90 percent of its unhappy customers






9. They will carry out the brunt of the work as the path to total quality unfolds. They are not in a position to initiate cultural change - They present the greatest obstacles to success in TQ






10. Are bound to short term focus - they think they know more than customers - underestimate potential contribution of employees.






11. 'Do unto others' - take view point of stakeholder into account in deciding what is ethical






12. Employees may be reluctant to accept management rationale for empowerment - work hard and smart - think creatively






13. Employee provides: non threatening -creative enviornement expect them to think -rewards employee.






14. Freedom to behave unless their action infringe on stakeholder






15. Relationships - Personal identity - Identity within the org.






16. Customer focus - obsession with quality - recognizing structure of work - freedom through control - unity of purpose - looking for faults in systems - teamwork- continued education and training






17. Correct problems - Look upstream - Document problems - Monitor change - Maintain communication






18. Involve resistors - avoid surprises - Move slowly at first - start small and flexibl - - create positive envirnment - respond quickly and positively - provide quid pro quo - treat people with dignity and respect






19. Helps to understand people; interactions; people differ from one another; aware of these differences and use them to optimize everybody's ability and inclinations






20. Establishing acceptable level --> establishing high performance






21. As innate excellence; view implies that high quality is something timeless and enduring - an essence that transcends or rises above individual tastes or styles; that people learn to recognize through experience






22. Profound knowledge; not two process are same alike






23. Discuss (cost; leadership; differentiation; empirical results showing impact) - Relate (Quality to achieve higher profitability) - and Describe (importance of quality in meeting customer expectation in product)






24. The totality of features and characteristics of a product or service that bears on its ability to satisfy given needs'






25. Customer service - quality control - innovation - team based approach - new technology - research development - buisness and partnership alliances - re-engineering of processes - political lobbying






26. Traditional management looks...






27. Support and encourage contribution from group members; takes emotions and psychological needs of the group - Encouraging - Showing verbal; non verbal support - Harmonizing - reconciling difference among group members - Compromising offering to give






28. Is management that bases all actions activities and decisions on what is most likely within an ethical framework to ensure successful performance in the marketplace.






29. Increasing dis satisfaction as the product performance goes below the desired target






30. Business and Gov Related Factors:deming 2 -6 -7 deadly diseases including emphasis on short term -excessive med costs - and excessive cost of liability inflated by lawyers working on contingency fees - Family Related Factors:Field your best team.orga






31. Are visibly involved in the effort he or she is leading - they know where they want to go - they must be courageous and trustworthy. - their most important goal is helping their employees do their job with pride.






32. Create and publish to all employees a statement of the aims and purposes of the company - Learn the New philosophy - Understand the purpose of Inspection - End the practice of awarding business on basis of price tag - Improve constantly - Institute






33. The plando-check-act & Analyze (PDCA) cycle






34. Strategically based - Customer focus - obssessed with quality - scientific approach to decision making - long term commitment - teamwork - continual process improvement - education and training - freedom through control - unity of purpose - employee






35. Determine who the customer; their needs; develop products and system; deploy the plan






36. Designed by Motorola - To improve process - Was designed for high volume settings






37. Aka Contingency leadership - selecting style based on circumstances - not good for TQ setting because its only focus is on short-term






38. Summarize three primary managerial functions: Quality - Planning - Process for preparing to met quality goals


39. A Group helps the meeting to move through each step or process - Initiating (getting the group started) - Giving or Seeking info - Focusing on relevant information; Coordinating - Pointing out ideas; issues; Setting Procedures - Suggesting decision






40. Lack of consistancy - emphasis on short term profits - personal review systems - job joping by managers - using only visible data and information in dec making - excessive medical costs - excessive costs of liability


41. Quality (meeting specs; inspect product --> customer value; quality & cost) - Measurement (internal efficiency; cost; profitability --> measure linked to customers) - Positioning (competition --> customer segments)






42. Results based - only focused on goal at hand - overlooks potential problems






43. Any primary or complementary activity that does not directly produce a physical product






44. Additional Six Sigma training - Self reliant






45. Enables members to contribute; allow various views; a sense of participants involvement and importance - Time Spent Avg > 25; upper and middle manager >40; senior executive 4days/week






46. Commitment by top managers - commitment of resources - plan & publicize - Sops or infrastructure that supports deployment






47. Process for meeting quality goals during operation






48. Customer must be the org's top priority - customers who are satisfied becpme reliable - customer satisfaction is ensured by producing high quality products - satisfaction implies continual improvement






49. Planning; Organizing; Leading; Controlling






50. Sets example by putting others first - ahead of their own needs - Without coercion doing what is necessary to improve the org.becaus ethey feel their responsibility to do so.