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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. 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






2. Fewer leve of manager; emphasize on team work






3. They both are continuously improving and obsessed with quality






4. Establishing acceptable level --> establishing high performance






5. 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






6. 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






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






8. Safety - Security - Social - Esteem - Self actualization






9. Strategically based - Customer focus - obssessed with quality - scientific approach to decision making - long term commitment - teamwork - continual process improvement - education and training - freedom through control - unity of purpose - employee






10. 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






11. Traditional management looks...






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






13. Also known as consultive - this can lead to failed results from compromises






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






15. 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.






16. 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






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






18. 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






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






20. 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






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






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






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






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






25. Failing to make ethics core value - failing to set consistent example - put personal in ethical corner - failing to adopt deploy enforce codes - applying unrealistic pressure - failing to reward unethical behavior






26. 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






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






28. Internal - sell what we can build --> External - build what customers need






29. Many level of manager; emphasize on functional lines of authority






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






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






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






33. 6 basic elements 1) Customer Focus drive customer satisfaction; what customer wants; how customer uses product; customer opinion surveys and focus group






34. Company wide Quality Control






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






36. Strength - Weakness - Opportunity - Threat






37. 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






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






39. Seek to go beyond employee empowerment to employee autonomy






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






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






42. Inspected into product --> determine by product design






43. 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






44. 80 to 90% of observed variation; remaining 10 to 20% result from special cause; common causes are also said stable






45. 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






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






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






48. Highly profitable customer/long term






49. Man behind statistical quality control concepts






50. boss --> stockholder --> customer