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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. Reliability (how much reliable) - Accessibility (easy to obtain) - Timeliness (Service be performed when promised) - Tangibility (experience gain after the service is over) - Empathy (courtesy; greet cheerfully) - Responsiveness (react quickly a






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






3. 6 basic elements 1) Customer Focus drive customer satisfaction; what customer wants; how customer uses product; customer opinion surveys and focus group






4. Man behind statistical quality control concepts






5. Prepare Carefully - Study agenda; anticipate; list question; prepare your case - Contribute positively - Be punctual; Speak up; show relationship between ideas; summarize; following agenda - Listen Actively - Look interested; maintain eye contact; fr






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






7. 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.






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






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






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






11. Strength - Weakness - Opportunity - Threat






12. 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






13. The totality of features and characteristics of a product or service that bears on its ability to satisfy given needs'






14. 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






15. Who has had a problem will tell 9 or 10 about it






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






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






18. Freedom to behave unless their action infringe on stakeholder






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






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






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






22. 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






23. Preparation - Incubation - insight - Verification






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






25. 80 to 90% of observed variation; remaining 10 to 20% result from special cause; common causes are also said stable






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






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






28. Basic training DMAIC roadmap






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






30. A firm's ability to achieve market superiority over its competitors






31. 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.






32. Ongoing process to improve products services or processes






33. They both are continuously improving and obsessed with quality






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






35. 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






36. Process for breaking through to unprecedented levels of performance






37. 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






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






39. Waste reject testing rework customer returns inspection recalls






40. Quality (meeting specs; inspect product --> customer value; quality & cost) - Measurement (internal efficiency; cost; profitability --> measure linked to customers) - Positioning (competition --> customer segments)






41. Who make complains more than half will do business with you again






42. 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


43. Customer focused management looks...






44. Company wide Quality Control






45. 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






46. 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






47. Seeks to improve efficiency and control costs






48. Internal - sell what we can build --> External - build what customers need






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






50. 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