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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. American Society for Quality






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






3. Process for breaking through to unprecedented levels of performance






4. Basic training DMAIC roadmap






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






6. Fewer leve of manager; emphasize on team work






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






8. 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


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






10. 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






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






12. Seeks to improve efficiency and control costs






13. Middle ground ethical






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






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






16. 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


17. American National Standards Institute






18. Establishing acceptable level --> establishing high performance






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






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






21. Focus on narrowly defined segment of the market.






22. Based on peer review






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






25. Employees may be reluctant to accept management rationale for empowerment - work hard and smart - think creatively






26. Black and white model






27. Highly profitable customer/ short term






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






29. More advanced DMAIC






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. Given ownershipalong with expecting input






32. 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)






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






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






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






36. Communication - interpersonal relations - conflict management - problem solving - teamwork - employee empowerment and involvement - customer focus






37. 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






38. Enables members to contribute; allow various views; a sense of participants involvement and importance - Time Spent Avg > 25; upper and middle manager >40; senior executive 4days/week






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






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






41. Increasing dis satisfaction as the product performance goes below the desired target






42. Set example of ethical behavior - help employees make ethical choices - help employees follow through and exhibit ethical behavior after appropriate choice has been made


43. System that focuses on result; not process






44. 80 to 90% of observed variation; remaining 10 to 20% result from special cause; common causes are also said stable






45. Preparation - Incubation - insight - Verification






46. 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






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






48. 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






49. Company wide Quality Control






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