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TQM: Total Quality Management

Subjects : business-skills, tqm
Instructions:
  • Answer 50 questions in 15 minutes.
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  • Match each statement with the correct term.
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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. Summarize three primary managerial functions: Quality - Planning - Process for preparing to met quality goals

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






3. 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






4. Company wide Quality Control






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






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






7. Any profit makes it ethical






8. 80 to 90% of observed variation; remaining 10 to 20% result from special cause; common causes are also said stable






9. Japanese Scientists and Engineers - instituted Deming's prize in 1951






10. 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






11. Given ownershipalong with expecting input






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






13. Support and encourage contribution from group members; takes emotions and psychological needs of the group - Encouraging - Showing verbal; non verbal support - Harmonizing - reconciling difference among group members - Compromising offering to give






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






15. Concept based off TPS - A Better product is developed or better service is delivered using less of everything required - Is about being flexible - Reduction of waste - Improving workflow






16. Demanding global customers: global customer is a part of regional trade; expect both high quality - Approaches to management: leading people in global marketplace - Shifting customer expectation: global customer not only interested in quality produ






17. Seek quality through robost design; not quality through inspection; break into three: a:System Design creating a prototype b:Parameter Design experimenting to find factors influence product c:Tolerance Design involves setting tight tolerance






18. Establishing acceptable level --> establishing high performance






19. A people-focused management system that aims at continual increase in customer satisfaction at continually lower real cost






20. 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)






21. American National Standards Institute






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






23. Supplier Input Process Output Customer - Before beginning a process improvement project; you must first identify all the relevant elements. You use a SIPOC Diagram to help define these






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






25. Process for meeting quality goals during operation






26. More advanced DMAIC






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






28. Black and white model






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






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






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






32. 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;






33. Good outweighs the bad






34. 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

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






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






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






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






39. 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






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






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






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






43. Basic training DMAIC roadmap






44. Ongoing process to improve products services or processes






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






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






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






48. Leadership and Differentiation leadership both appeal specifically to the ...






49. 6 basic elements 1) Customer Focus drive customer satisfaction; what customer wants; how customer uses product; customer opinion surveys and focus group






50. 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

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