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






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






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






4. 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






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






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






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






8. Seek to go beyond employee empowerment to employee autonomy






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






10. 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

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11. Business Excellence Awards - started in 1988






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. 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






14. General processes of improvement and encompassing 'discontinuous' improvement






15. Asked for input but not given ownership of job






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






17. Ongoing process to improve products services or processes






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






19. 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






20. 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)






21. Butterfly - true friend - stranger - barnacle






22. 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






23. Demanding global customers: global customer is a part of regional trade; expect both high quality - Approaches to management: leading people in global marketplace - Shifting customer expectation: global customer not only interested in quality produ






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






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






26. The sum of the above costs






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






28. Black and white model






29. 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






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






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






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






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






34. Basic training DMAIC roadmap






35. 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






36. They both are continuously improving and obsessed with quality






37. 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

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






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






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






41. Focus on narrowly defined segment of the market.






42. 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.






43. 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






44. Freedom to behave unless their action infringe on stakeholder






45. 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)






46. Involves planning work and giving orders - monitoring - Evaluating






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






48. 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






49. 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






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