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






2. Profound knowledge; not two process are same alike






3. Process for breaking through to unprecedented levels of performance






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






5. Enables members to contribute; allow various views; a sense of participants involvement and importance - Time Spent Avg > 25; upper and middle manager >40; senior executive 4days/week






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






7. Process for meeting quality goals during operation






8. Preparation - Incubation - insight - Verification






9. 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


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






11. Given ownershipalong with expecting input






12. 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.






13. 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.






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






15. Explain action to broad section of steakholders






16. 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.






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






18. System that focuses on result; not process






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






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






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






22. 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






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






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






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






26. Additional Six Sigma training - Self reliant






27. Freedom to behave unless their action infringe on stakeholder






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






29. 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






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






31. Highly profitable customer/long term






32. 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


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






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






35. 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






36. 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






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






38. Butterfly - true friend - stranger - barnacle






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






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






41. 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






42. Asked for input but not given ownership of job






43. 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






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






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






46. 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






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






48. 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






49. Correct problems - Look upstream - Document problems - Monitor change - Maintain communication






50. Middle ground ethical