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






2. 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






3. American National Standards Institute






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






5. 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






6. 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;






7. Highly profitable customer/long term






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






9. 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






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






11. Customer service - quality control - innovation - team based approach - new technology - research development - buisness and partnership alliances - re-engineering of processes - political lobbying






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






13. Company wide Quality Control






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






15. Business Excellence Awards - started in 1988






16. 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.






17. 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






18. Given ownershipalong with expecting input






19. Results based - only focused on goal at hand - overlooks potential problems






20. 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






21. The benefit of avoiding harm - long term maitenance of good reputation - affirmative benefits






22. As innate excellence; view implies that high quality is something timeless and enduring - an essence that transcends or rises above individual tastes or styles; that people learn to recognize through experience






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






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






25. 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






26. Explain action to broad section of steakholders






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






28. 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






29. Variation due to any individual source appears random; however -their combined effect is stable and can usually be predicted statically. Factors that are present as a natural part of a process are called common causes of variation






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


31. Quality planning - quality control - quality improvement - establish a project team - provide the teams with what they need to diagnose problems






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






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






34. Involves planning work and giving orders - monitoring - Evaluating






35. Highly profitable customer/ short term






36. Basic training DMAIC roadmap






37. Based on peer review






38. 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






39. Also known as consultive - this can lead to failed results from compromises






40. 6 basic elements 1) Customer Focus drive customer satisfaction; what customer wants; how customer uses product; customer opinion surveys and focus group






41. Waste reject testing rework customer returns inspection recalls






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






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






44. 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


45. Fewer leve of manager; emphasize on team work






46. Process for breaking through to unprecedented levels of performance






47. Focus on narrowly defined segment of the market.






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






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






50. Profound knowledge; not two process are same alike