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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. Four parts: A (Appreciation for a system - Set of function or activites within an organization) - Activities - Training - Information - Leadership - Disruption and Management process - According to Deming - most performance appraisal do not recogniz






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






3. Business Excellence Awards - started in 1988






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


5. Also known as consultive - this can lead to failed results from compromises






6. PDCA: Plan (identify an opportunity) - Do (implement the change) - Check (use data to analyze the results of the change) - Act (if successful; implement it on a wider scale)






7. 6 basic elements 1) Customer Focus drive customer satisfaction; what customer wants; how customer uses product; customer opinion surveys and focus group






8. Given ownershipalong with expecting input






9. Process for meeting quality goals during operation






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






11. Solely as meeting customer expectation --> satisfying customer needs






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






13. To survive in globally competitive marketplace - orgs must adopt a strategy that gves them a sustainable competitive advantage.There are 3 Types: Cost - Differentiation - Market Niche






14. Costs associated with measuring - evaluating or auditing products Ex: Product audit; incoming and source inspection; in process inspection etc






15. DIET PEPSI: DIET (Doing it right first time; Innovative ways to please customers; Evenness(consistent); Total customer service and satisfaction) - PEPSI (Perfection; Eliminating waste; Providing goods and usable product; Speed of Delivery; In Complia






16. Canada National Quality Institute - Major Categories: Leadership - Customer focus; Planning for improvement; People focus; Process Optimization; Supplier Focus






17. Establishing acceptable level --> establishing high performance






18. More advanced DMAIC






19. Additional Six Sigma training - Self reliant






20. Six times more to attract a new customer to keep current customer






21. Quality planning - quality control - quality improvement - establish a project team - provide the teams with what they need to diagnose problems






22. Process for breaking through to unprecedented levels of performance






23. Excessive overtime - pricing errors billing errors excessive turnover - delay -late paperwork -overdue recievables






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






25. That there is no knowledge without theory and that experience alone does not establish a theory; Experience only describes; it cannot be tested






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


27. 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


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






29. Logical - Orderly - step by step - Assumes managers have the time to pursue all steps - Also assumes that complete and accurate info. is available






30. Sense of purpose - Discipline - Honesty - Credibility - Common sense - Stamina - Commitment - Steadfastness






31. Brainstorm - groupthink - quality circles - meet regulalrly - suggestion box - MBWA






32. 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.






33. Develop infrastructure; identify specific areas; establish a project; provide team with what they need






34. Highly profitable customer/ short term






35. Seek to go beyond employee empowerment to employee autonomy






36. Black and white model






37. The sum of the above costs






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






39. Any profit makes it ethical






40. 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






41. Quality of Design; conformance (target design achieved); Performance (to customers need)






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






43. Good outweighs the bad






44. Low profit customer/short term






45. Mainly focused on fulfilling their own personal needs - Controlling (dominating others) - Withdrawing(retiring from the group; being silent) - Diverting (Focus the group discussion on topic of interest) - Excluding (deliberately ignoring some group m






46. An organization is an entity where two or more persons work together to achieve a goal or a common purpose.






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






48. 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






49. Strength - Weakness - Opportunity - Threat






50. Inspected into product --> determine by product design