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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. 1. identify product characteristics wanted by customers 2. Classify characteristics in terms of criticality 3. Determine if the classified are controlled by part and or process 4. Determine the maximum allowable tolerance for each characteristics 5.






2. To keep pace with the changes in the external environment






3. Gathering of two or more person who interact face to face






4. Assess actual quality; compare performance; act on differences






5. 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






6. Safety - Security - Social - Esteem - Self actualization






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






8. An approach to doing business that attempts to maximize the competitivness of an organization through the continual improvement of the quality of its products services people processes and enviornment






9. 6 basic elements 1) Customer Focus drive customer satisfaction; what customer wants; how customer uses product; customer opinion surveys and focus group






10. Low profit customer/short term






11. 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






12. Middle ground ethical






13. Senior management delegation and poor leadership - team mania - deployment process - taking narrow dogmatic approach - confusion about differences among education -awareness &skill building






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






15. Fewer leve of manager; emphasize on team work






16. Agreement - Adhere to rules - Fair distribution of responsibilities - Adapt to change






17. Establishing acceptable level --> establishing high performance






18. Also known as Directive - not appropriate in total quality setting






19. Any profit makes it ethical






20. Japanese Scientists and Engineers - instituted Deming's prize in 1951






21. Seek to add value as defined by customers provide customer more value for the money






22. Is not the price of quality but every time work is redone; the cost of quality increases - such as: reworking of manufactured item; retesting an assembly; rebuilding a tool etc






23. Many level of manager; emphasize on functional lines of authority






24. Define - Measure - Analyze - Improve - Control - How Six Sigma is measured.






25. 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






26. There is a point of diminishing return that applies to quality and competitiveness - step 1: Achieve structured improvements on a continual basis - step 2: Establish an extensive training program - step 3: Establish commitment and Leadership

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27. 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.






28. Traditional management looks...






29. Business Excellence Awards - started in 1988






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






31. Specifically designed to prevent poor quality in products; Ex: Quality Planning: Improvement: Education and Training; Supplier Capability survey etc






32. Based on intuition - Experience - Incomplete info. - Making best decisions possible






33. Refers to any planned and systematic activity directed toward providing consumers with products (goods and services) of appropriate - along with the confidence that products meet consumers' requirements.






34. Customer focused management looks...






35. Failing to make ethics core value - failing to set consistent example - put personal in ethical corner - failing to adopt deploy enforce codes - applying unrealistic pressure - failing to reward unethical behavior






36. The sum of the above costs






37. Latent Approach to the solving a Latent problem is...






38. Butterfly - true friend - stranger - barnacle






39. Preparation - Incubation - insight - Verification






40. Highly profitable customer/ short term






41. Good outweighs the bad






42. 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)






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






44. Set example of ethical behavior - help employees make ethical choices - help employees follow through and exhibit ethical behavior after appropriate choice has been made

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45. Seeks to improve efficiency and control costs






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






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






48. Communication - interpersonal relations - conflict management - problem solving - teamwork - employee empowerment and involvement - customer focus






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






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