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






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






3. Strength - Weakness - Opportunity - Threat






4. Process for breaking through to unprecedented levels of performance






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






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






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






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






9. Process for meeting quality goals during operation






10. Good outweighs the bad






11. The sum of the above costs






12. 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






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






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






15. People; Purpose; Process; POLCA






16. 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






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






18. 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;






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






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






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






22. Quality of Design; conformance (target design achieved); Performance (to customers need)






23. 80 to 90% of observed variation; remaining 10 to 20% result from special cause; common causes are also said stable






24. Profound knowledge; not two process are same alike






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






26. 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






27. 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.






28. Ongoing process to improve products services or processes






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






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






31. Any profit makes it ethical






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






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






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






35. Low profit customer/short term






36. Traditional management looks...






37. Company wide Quality Control






38. Facilitators to team development and continually improving performance






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






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






41. Highly profitable customer/ short term






42. 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)






43. Planning; Organizing; Leading; Controlling






44. 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






45. Employees may be reluctant to accept management rationale for empowerment - work hard and smart - think creatively






46. 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






47. 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






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






49. Based on peer review






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