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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. Fewer leve of manager; emphasize on team work






2. Company wide Quality Control






3. Freedom to behave unless their action infringe on stakeholder






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






5. 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






6. Facilitators to team development and continually improving performance






7. 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






8. Establishing acceptable level --> establishing high performance






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






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


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






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






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






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






15. 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


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. 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






18. Good outweighs the bad






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






20. 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






21. Strength - Weakness - Opportunity - Threat






22. Given ownershipalong with expecting input






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






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






25. 6 basic elements 1) Customer Focus drive customer satisfaction; what customer wants; how customer uses product; customer opinion surveys and focus group






26. Costs associated with measuring - evaluating or auditing products Ex: Product audit; incoming and source inspection; in process inspection etc






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






28. 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






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






30. Highly profitable customer/ short term






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






32. 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.






33. 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






34. 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






35. boss --> stockholder --> customer






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






37. 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






38. 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)






39. 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






40. Any primary or complementary activity that does not directly produce a physical product






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






42. Customer focus - leadership - involvement of people - process approach - continual improvement - factual approach to decison making - systems approach to management - Beneficial supplier relations






43. Highly profitable customer/long term






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






45. 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






46. 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






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






48. Traditional management looks...






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






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