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Test your basic knowledge |
TQM: Total Quality Management
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Study First
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. 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.
Group Maintenance Behavior
QP Steps
Customers fall into 4 different groups
Six Sigma 6-Step protocol for Process improvement
2. To keep pace with the changes in the external environment
Outward
Involved employee
Quality Definition
Continuous Improvement
3. Gathering of two or more person who interact face to face
Meeting
Average Customer
Prevention Costs
Total Quality
4. Assess actual quality; compare performance; act on differences
Group Maintenance Behavior
Quality Assurance
QC Steps
CA (Competitive Advantage) has 6 Characteristics
5. 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
Principles of leadership for quality
Bossing
9 Discussion Skills
Proactive
6. Safety - Security - Social - Esteem - Self actualization
Taguchi Robust Design
NQI
Organizational System
Individual needs
7. Aka Contingency leadership - selecting style based on circumstances - not good for TQ setting because its only focus is on short-term
Flat Hierarchy
Concept of Quality
Siruational leadership
Equal freedom model for Ethical Decisions
8. 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
Outward
Total quality
Quality as Strategy
Perceived Quality
9. 6 basic elements 1) Customer Focus drive customer satisfaction; what customer wants; how customer uses product; customer opinion surveys and focus group
Approaches to TQ
Concept of Quality
MBO
Taguchi
10. Low profit customer/short term
Demings 14 Points
Traditional costs of poor quality
Stranger
Prevention Costs
11. Plan Inform and Prepare - Consider the purpose; Fix a time and place; Draw up team; send a notice; prepare agenda - Maintain Structure and Control - Start puntually; restate purpose; keep the group focused; mobilize or encourage the group - Record th
Market ethic model for Ethical Decisions
Errors organizations make implementing TQM
QP Steps
Reponsibility of Meetings Leader
12. Middle ground ethical
BEA
Doctrine of mean model for Ethical Decisions
strategic management
Self Oriented Behavior (meetings)
13. Senior management delegation and poor leadership - team mania - deployment process - taking narrow dogmatic approach - confusion about differences among education -awareness &skill building
Factors working against Team Success
Concept of Customer Value
Errors organizations make implementing TQM
Western Management
14. Never hear from more than 90 percent of its unhappy customers
Psychology
Average Company
Quality as Strategy
Collecting input from empowered employees
15. Fewer leve of manager; emphasize on team work
Categorical imperical for Ethical Decisions
Product Design
Flat Hierarchy
Juran recommendations for handling and overcoming resistance to change
16. Agreement - Adhere to rules - Fair distribution of responsibilities - Adapt to change
What makes a team?
Six Sigma 6-Step protocol for Process improvement
Cost of Quality
Organizational values that contribute to unethical behavior
17. Establishing acceptable level --> establishing high performance
Principles of leadership for quality
How quality is measured
SIPOC
Democratic leadership
18. Also known as Directive - not appropriate in total quality setting
Zero Defect
Characteristics of world class organization
Autocratic leadership
Competitive Advantage
19. Any profit makes it ethical
Task facilitating Behaviors (meetings)
Manager's 3 Main Responsibilities in Ethics
ASQ
Market ethic model for Ethical Decisions
20. Japanese Scientists and Engineers - instituted Deming's prize in 1951
Organizational values that contribute to unethical behavior
Management by Objectives
Deming's 7 deadly diseases
JUSE
21. Seek to add value as defined by customers provide customer more value for the money
Western Management
Differentiation Strategies
Involved employee
Prevention Costs
22. 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
Subjective Decision Making
Elements of TQ that depend on trust
Cost of Quality
5 Steps of Continual improvement
23. Many level of manager; emphasize on functional lines of authority
POLCA
Unit of Organization
Tall Hierarchy
9 Discussion Skills
24. Define - Measure - Analyze - Improve - Control - How Six Sigma is measured.
DMAIC
Market ethic model for Ethical Decisions
Continual Improvement
Tall Hierarchy
25. 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
What makes a team?
Task facilitating Behaviors (meetings)
Deming Cycle or Shewhart Cycle
DMAIC
26. 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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27. 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.
strategic management
TQC
Reponsibility of Meetings Leader
Tall Hierarchy
28. Traditional management looks...
Full Disclosure model for Ethical Decisions
Collecting input from empowered employees
Inward
How Customer Values Benefits in Product/Service
29. Business Excellence Awards - started in 1988
Role of Middle Management
Juran's Trilogy
BEA
Doctrine of mean model for Ethical Decisions
30. Designed by Motorola - To improve process - Was designed for high volume settings
Six Sigma concept
Target market
SIPOC
Quality in Manufacturing Performance
31. Specifically designed to prevent poor quality in products; Ex: Quality Planning: Improvement: Education and Training; Supplier Capability survey etc
Quality in Services
Six Sigma 6-Step protocol for Process improvement
Prevention Costs
Organization
32. Based on intuition - Experience - Incomplete info. - Making best decisions possible
Quality in Manufacturing Performance
Quality in Services
Barnacle
Subjective Decision Making
33. 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.
Customers
JUSE
Manager's 3 Main Responsibilities in Ethics
Quality Assurance
34. Customer focused management looks...
Deming Cycle or Shewhart Cycle
Outward
Failure Costs
Taguchi Loss Function
35. 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
Organizational values that contribute to unethical behavior
Servant leadership
Proactive
Transcedent View of Quality
36. The sum of the above costs
Competitive Strategy
Market Niche
Product Design
TQC
37. Latent Approach to the solving a Latent problem is...
Proactive
Demings 14 Points
Market Niche
Future of Quality Management
38. Butterfly - true friend - stranger - barnacle
Customers fall into 4 different groups
Theory of Variation
Servant leadership
Flat Hierarchy
39. Preparation - Incubation - insight - Verification
Taguchi Robust Design
Creativity in decision making
Quality Assurance
Lean
40. Highly profitable customer/ short term
Butterfly
Unit of Organization
Quality Definition
Product Design
41. Good outweighs the bad
Customer defined quality
Taguchi Robust Design
Proportioality ethic model for Ethical Decisions
Theory of Variation
42. 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)
Juran's Trilogy
What makes a team?
Management by Objectives
TQ to CA
43. Any primary or complementary activity that does not directly produce a physical product
Average Customer
Quality in Services
Subjective Decision Making
Juran recommendations for handling and overcoming resistance to change
44. Set example of ethical behavior - help employees make ethical choices - help employees follow through and exhibit ethical behavior after appropriate choice has been made
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45. Seeks to improve efficiency and control costs
Barnacle
Cost Leadership
Objective decision making
Average Customer
46. Helps to understand people; interactions; people differ from one another; aware of these differences and use them to optimize everybody's ability and inclinations
Objective decision making
8 principles for ISO 9000 QMS
Requirements for TQ implementation
Psychology
47. Results based - only focused on goal at hand - overlooks potential problems
Factors working against Team Success
Autocratic leadership
Goal oriented leadership
Creativity in decision making
48. Communication - interpersonal relations - conflict management - problem solving - teamwork - employee empowerment and involvement - customer focus
5 Steps of Continual improvement
Leaders
Two fundamental mistakes management makes
Elements of TQ that depend on trust
49. Commitment by top managers - commitment of resources - plan & publicize - Sops or infrastructure that supports deployment
Competitive Strategy
ISO 9000
Requirements for TQ implementation
Six Sigma concept
50. Determine who the customer; their needs; develop products and system; deploy the plan
DMAIC
QP Steps
Perceived Quality
Juran's Trilogy