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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. 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






2. Also known as free reign or non directive - this is time consming and only works if all are committed






3. A number of criteria when making a purchase - Whether we articulate them openly or keep them in the back of our minds.






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






5. 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






6. Highly profitable customer/ short term






7. 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.






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. Imporve Quality; cost decrease because of less rework; productivity improves; capture the market; business stays; provide more jobs






10. 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






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






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






13. Waste reject testing rework customer returns inspection recalls






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






15. Profound knowledge; not two process are same alike






16. 6 basic elements 1) Customer Focus drive customer satisfaction; what customer wants; how customer uses product; customer opinion surveys and focus group






17. Satisfy social needs - teamwork promotes communication - multiplies the potential of individul members






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






19. 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.






20. System that focuses on result; not process






21. D Driven by customer wants and needs D - Durable and lasting; difficult for competitors to copy D - Direction and motivation to entire organization B - Basis for further improvement M - Matches organization's unqiue resources S - Significance contr






22. Low profit customer/long term






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






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






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






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






27. The sum of the above costs






28. Subset of continual; specific focus on linear incremental approaches






29. Ongoing process to improve products services or processes






30. Prepare Carefully - Study agenda; anticipate; list question; prepare your case - Contribute positively - Be punctual; Speak up; show relationship between ideas; summarize; following agenda - Listen Actively - Look interested; maintain eye contact; fr






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






32. Freedom to behave unless their action infringe on stakeholder






33. 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






34. Costs occurring after delivery or shipment of the product Ex: Processing customer complaints; customer returns; warranty claims; product recalls






35. 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






36. 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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37. Seek to go beyond employee empowerment to employee autonomy






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






39. Who has had a problem will tell 9 or 10 about it






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

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41. Explain action to broad section of steakholders






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






43. 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)






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






45. Costs occurring prior to delivery or shipment Ex: Scrap; rework; retest; re inspection






46. Customer focus - leadership - involvement of people - process approach - continual improvement - factual approach to decison making - systems approach to management - Beneficial supplier relations






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






48. American National Standards Institute






49. 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






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