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






2. 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.






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






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






5. Aka Contingency leadership - selecting style based on circumstances - not good for TQ setting because its only focus is on short-term






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






7. Assess actual quality; compare performance; act on differences






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






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






10. 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


11. Based on intuition - Experience - Incomplete info. - Making best decisions possible






12. 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






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






14. 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






15. Freedom to behave unless their action infringe on stakeholder






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






17. A strategy is a pattern or plan that integrates an organization's major goals - policies - and action sequences






18. 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.






19. Highly profitable customer/long term






20. Fewer leve of manager; emphasize on team work






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






22. Costs occurring prior to delivery or shipment Ex: Scrap; rework; retest; re inspection






23. The plando-check-act & Analyze (PDCA) cycle






24. Low profit customer/long term






25. Are bound to short term focus - they think they know more than customers - underestimate potential contribution of employees.






26. Imporve Quality; cost decrease because of less rework; productivity improves; capture the market; business stays; provide more jobs






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






28. Brainstorm - groupthink - quality circles - meet regulalrly - suggestion box - MBWA






29. Middle ground ethical






30. 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






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






32. Based on peer review






33. DIET PEPSI: DIET (Doing it right first time; Innovative ways to please customers; Evenness(consistent); Total customer service and satisfaction) - PEPSI (Perfection; Eliminating waste; Providing goods and usable product; Speed of Delivery; In Complia






34. Commitment by top managers - commitment of resources - plan & publicize - Sops or infrastructure that supports deployment






35. 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.






36. Explain action to broad section of steakholders






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. 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.






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






40. Asked for input but not given ownership of job






41. 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






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. They both are continuously improving and obsessed with quality






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






45. Strength - Weakness - Opportunity - Threat






46. 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






47. 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






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






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






50. Additional Six Sigma training - Self reliant