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






2. Based on peer review






3. Business Excellence Awards - started in 1988






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






5. Primary characteristics: Perceived Quality - image; brand names - Feature bell and whistles - Conformance - degree to which physical and performance characteristic matches; pre established standards - Aesthetics - how product looks;sound; taste;






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






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






8. 1 Build Awareness 2 Set goals for improvement 3 Organize to meet the goals 4 Provide Training 5 Implement Projects 6 Report progress 7 Give recognition 8 Communicate results 9 Keep score 10 Maintain momentum by building improvement


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






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






11. A performance standard; standard of the craftsperson regardless of his or her assignment; ZD is doing it right at the first time.






12. Leadership planning - strategic planning - customer market focus - measurement analysis and knowledge management - workforce process - process management - results






13. boss --> stockholder --> customer






14. Preparation - Incubation - insight - Verification






15. Explain action to broad section of steakholders






16. 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






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






18. 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






19. A strategy is a pattern or plan that integrates an organization's major goals - policies - and action sequences






20. 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






21. Suggests there is increasing loss associated with increasing variability or deviation of target value






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






23. Focus on narrowly defined segment of the market.






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






25. 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)






26. Highly profitable customer/ short term






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






28. Existant problem Approach to the solution of existant is always...






29. Mainly concerned with QM systems for: Design - Development - Purchase - Production - Installation and service of products






30. 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






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






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






33. 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.






34. Any profit makes it ethical






35. Company wide Quality Control






36. 6 basic elements 1) Customer Focus drive customer satisfaction; what customer wants; how customer uses product; customer opinion surveys and focus group






37. Low profit customer/short term






38. 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






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






40. Managers set goals for productivity; efficiency; and profitability; usingmanagement set goals for productivity; efficiency; and profitability






41. 80 to 90% of observed variation; remaining 10 to 20% result from special cause; common causes are also said stable






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






43. Low profit customer/long term






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






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






46. 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






47. Costs resulting from products or services not conforming to requirements or customer/user needs






48. General processes of improvement and encompassing 'discontinuous' improvement






49. 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






50. 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