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. Involves planning work and giving orders - monitoring - Evaluating






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






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






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






5. 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






6. Waste reject testing rework customer returns inspection recalls






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






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






9. Process for breaking through to unprecedented levels of performance






10. Asked for input but not given ownership of job






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






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






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






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






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






16. Business Excellence Awards - started in 1988






17. Explain action to broad section of steakholders






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






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






20. Balanced commitment - positive role model - good communication skills - positive influece - persuasiveness






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






22. A firm's ability to achieve market superiority over its competitors






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






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






25. Given ownershipalong with expecting input






26. Quality means conformance to requirement not elegance - There is no such thing as quality problem - There is no such thing as the economics of quality - The only performance measurement is the cost of quality - The only performance standar is Zero D


27. 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






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






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






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






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






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






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






34. 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






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






36. Middle ground ethical






37. Traditional management looks...






38. 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


39. Treat common cause as special cause; treat special cause as common cause






40. Butterfly - true friend - stranger - barnacle






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






42. 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






43. Establishing acceptable level --> establishing high performance






44. 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






45. Ongoing process to improve products services or processes






46. 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;






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






48. boss --> stockholder --> customer






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






50. Highly profitable customer/long term