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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. Inspected into product --> determine by product design






2. Facilitators to team development and continually improving performance






3. 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






4. Waste reject testing rework customer returns inspection recalls






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






6. Seeks to improve efficiency and control costs






7. Freedom to behave unless their action infringe on stakeholder






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






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






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






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






12. Explain action to broad section of steakholders






13. The sum of the above costs






14. European Foundation for Quality Management - Two Part: European quality prize; European quality award in Oct 1991






15. 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.






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






17. 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






18. Company wide Quality Control






19. 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.






20. System that focuses on result; not process






21. They will carry out the brunt of the work as the path to total quality unfolds. They are not in a position to initiate cultural change - They present the greatest obstacles to success in TQ






22. 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






23. 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


24. 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






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






26. They both are continuously improving and obsessed with quality






27. 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






28. Ongoing process to improve products services or processes






29. 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.






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






31. Existant problem Approach to the solution of existant is always...






32. 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






33. American Society for Quality






34. 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






35. Focus on narrowly defined segment of the market.






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






37. 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






38. boss --> stockholder --> customer






39. People; Purpose; Process; POLCA






40. Involve resistors - avoid surprises - Move slowly at first - start small and flexibl - - create positive envirnment - respond quickly and positively - provide quid pro quo - treat people with dignity and respect






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






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






43. 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.






44. Based on peer review






45. Process for meeting quality goals during operation






46. Treat common cause as special cause; treat special cause as common cause






47. Given ownershipalong with expecting input






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






49. 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






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