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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. Assess actual quality; compare performance; act on differences






2. 'Do unto others' - take view point of stakeholder into account in deciding what is ethical






3. 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.






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






5. Prepare Carefully - Study agenda; anticipate; list question; prepare your case - Contribute positively - Be punctual; Speak up; show relationship between ideas; summarize; following agenda - Listen Actively - Look interested; maintain eye contact; fr






6. American Society for Quality






7. 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;






8. 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






9. 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






10. Supplier Input Process Output Customer - Before beginning a process improvement project; you must first identify all the relevant elements. You use a SIPOC Diagram to help define these






11. Seek to add value as defined by customers provide customer more value for the money






12. 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






13. 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


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






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






16. 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






17. 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






18. 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






19. 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






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






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






22. Seek to go beyond employee empowerment to employee autonomy






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






24. Subset of continual; specific focus on linear incremental approaches






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






26. Agreement - Adhere to rules - Fair distribution of responsibilities - Adapt to change






27. Business Excellence Awards - started in 1988






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






29. Planning; Organizing; Leading; Controlling






30. 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






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






32. More advanced DMAIC






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






34. 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.






35. 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






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






37. Establishing acceptable level --> establishing high performance






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






39. Customer focused management looks...






40. Profound knowledge; not two process are same alike






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






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






43. Middle ground ethical






44. Ongoing process to improve products services or processes






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






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






47. Butterfly - true friend - stranger - barnacle






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






49. 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)






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