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






2. Customer focused management looks...






3. Profound knowledge; not two process are same alike






4. Basic training DMAIC roadmap






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






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






7. 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)






8. The most ethical decision is one that best serves the organizations interest.






9. Freedom to behave unless their action infringe on stakeholder






10. Open the discussion - Listen - Ask for clarification - Manage participation - Summarize - Manage time - Contain digressions - Test for agreement - Close the discussion






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






12. Given ownershipalong with expecting input






13. Ongoing process to improve products services or processes






14. 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)






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






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






17. Highly profitable customer/long term






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






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






20. System that focuses on result; not process






21. Focus on narrowly defined segment of the market.






22. Process for meeting quality goals during operation






23. 'Do unto others' - take view point of stakeholder into account in deciding what is ethical






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






25. Business and Gov Related Factors:deming 2 -6 -7 deadly diseases including emphasis on short term -excessive med costs - and excessive cost of liability inflated by lawyers working on contingency fees - Family Related Factors:Field your best team.orga






26. 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






27. European Foundation for Quality Management - Two Part: European quality prize; European quality award in Oct 1991






28. Seek to go beyond employee empowerment to employee autonomy






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






30. 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






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






32. 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


33. More advanced DMAIC






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






35. Man behind statistical quality control concepts






36. 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






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






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






39. Strength - Weakness - Opportunity - Threat






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






41. 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.






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






43. Highly profitable customer/ short term






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






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






46. 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






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






48. 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;






49. 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






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






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