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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. 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






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






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






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






5. Profound knowledge; not two process are same alike






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






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






8. 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






9. 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


10. People; Purpose; Process; POLCA






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






12. Primary characteristics: Perceived Quality - image; brand names - Feature bell and whistles - Conformance - degree to which physical and performance characteristic matches; pre established standards - Aesthetics - how product looks;sound; taste;






13. 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.






14. Middle ground ethical






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






16. More advanced DMAIC






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






18. To keep pace with the changes in the external environment






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






20. 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






21. 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)






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






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






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


25. 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


26. 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)






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






29. 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






30. 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






31. 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






32. Traditional management looks...






33. The benefit of avoiding harm - long term maitenance of good reputation - affirmative benefits






34. Man behind statistical quality control concepts






35. 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






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






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






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






39. Never hear from more than 90 percent of its unhappy customers






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






41. Ongoing process to improve products services or processes






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






43. 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






44. 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






45. 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






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


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






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






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






50. 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