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






2. 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






3. Sets example by putting others first - ahead of their own needs - Without coercion doing what is necessary to improve the org.becaus ethey feel their responsibility to do so.






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






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






6. Employee provides: non threatening -creative enviornement expect them to think -rewards employee.






7. Specifically designed to prevent poor quality in products; Ex: Quality Planning: Improvement: Education and Training; Supplier Capability survey etc






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






9. Planning; Organizing; Leading; Controlling






10. Low profit customer/short term






11. Is management that bases all actions activities and decisions on what is most likely within an ethical framework to ensure successful performance in the marketplace.






12. Profound knowledge; not two process are same alike






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






14. Involve resistors - avoid surprises - Move slowly at first - start small and flexibl - - create positive envirnment - respond quickly and positively - provide quid pro quo - treat people with dignity and respect






15. Ongoing process to improve products services or processes






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






17. Business Excellence Awards - started in 1988






18. 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






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






20. 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






21. 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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22. Waste reject testing rework customer returns inspection recalls






23. Mainly focused on fulfilling their own personal needs - Controlling (dominating others) - Withdrawing(retiring from the group; being silent) - Diverting (Focus the group discussion on topic of interest) - Excluding (deliberately ignoring some group m






24. Customer focused management looks...






25. Any profit makes it ethical






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






27. 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






28. Canada National Quality Institute - Major Categories: Leadership - Customer focus; Planning for improvement; People focus; Process Optimization; Supplier Focus






29. 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

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30. Broadly includes material and human inputs; process technology; operating methods and work practices; streams of work activity; information flows; and decision making - Cross-Functional Approach (negotiation across interface) - Technology (deal with






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






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






33. Process for meeting quality goals during operation






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






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






36. Butterfly - true friend - stranger - barnacle






37. 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






38. Satisfy social needs - teamwork promotes communication - multiplies the potential of individul members






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






40. 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






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






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






43. 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)






44. 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.






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






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






47. American Society for Quality






48. Traditional management looks...






49. 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






50. Are visibly involved in the effort he or she is leading - they know where they want to go - they must be courageous and trustworthy. - their most important goal is helping their employees do their job with pride.