Test your basic knowledge |

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. People; Purpose; Process; POLCA






2. 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


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






4. Logical - Orderly - step by step - Assumes managers have the time to pursue all steps - Also assumes that complete and accurate info. is available






5. That there is no knowledge without theory and that experience alone does not establish a theory; Experience only describes; it cannot be tested






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






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






8. Solely as meeting customer expectation --> satisfying customer needs






9. More advanced DMAIC






10. Costs resulting from products or services not conforming to requirements or customer/user needs






11. Asked for input but not given ownership of job






12. 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






13. 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






14. Are visibly involved in the effort he or she is leading - they know where they want to go - they must be courageous and trustworthy. - their most important goal is helping their employees do their job with pride.






15. Company wide Quality Control






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






17. Any profit makes it ethical






18. 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






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






20. Customer focused management looks...






21. Focus on narrowly defined segment of the market.






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






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






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






25. 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






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






27. 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






28. D Driven by customer wants and needs D - Durable and lasting; difficult for competitors to copy D - Direction and motivation to entire organization B - Basis for further improvement M - Matches organization's unqiue resources S - Significance contr






29. 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






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






31. A performance standard; standard of the craftsperson regardless of his or her assignment; ZD is doing it right at the first time.






32. Explain action to broad section of steakholders






33. Low profit customer/short term






34. Quality planning - quality control - quality improvement - establish a project team - provide the teams with what they need to diagnose problems






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






36. A number of criteria when making a purchase - Whether we articulate them openly or keep them in the back of our minds.






37. boss --> stockholder --> customer






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






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






40. Waste reject testing rework customer returns inspection recalls






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






42. Freedom to behave unless their action infringe on stakeholder






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






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






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. Canada National Quality Institute - Major Categories: Leadership - Customer focus; Planning for improvement; People focus; Process Optimization; Supplier Focus






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






48. 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)






49. Man behind statistical quality control concepts






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