Test your basic knowledge |

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. Customer service - quality control - innovation - team based approach - new technology - research development - buisness and partnership alliances - re-engineering of processes - political lobbying






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






3. 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)






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






5. Costs occurring after delivery or shipment of the product Ex: Processing customer complaints; customer returns; warranty claims; product recalls






6. 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.






7. Explain action to broad section of steakholders






8. Process for meeting quality goals during operation






9. Preparation - Incubation - insight - Verification






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






11. Helps to understand people; interactions; people differ from one another; aware of these differences and use them to optimize everybody's ability and inclinations






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






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






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






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






16. More advanced DMAIC






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






18. Designed by Motorola - To improve process - Was designed for high volume settings






19. Mainly focused on fulfilling their own personal needs - Controlling (dominating others) - Withdrawing(retiring from the group; being silent) - Diverting (Focus the group discussion on topic of interest) - Excluding (deliberately ignoring some group m






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






21. Set example of ethical behavior - help employees make ethical choices - help employees follow through and exhibit ethical behavior after appropriate choice has been made


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






23. Balanced commitment - positive role model - good communication skills - positive influece - persuasiveness






24. The sum of the above costs






25. Freedom to behave unless their action infringe on stakeholder






26. 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






27. Business Excellence Awards - started in 1988






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






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






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






31. 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






32. American National Standards Institute






33. 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






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






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






36. Given ownershipalong with expecting input






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






38. Leadership and Differentiation leadership both appeal specifically to the ...






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






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






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






42. 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






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. Planning; Organizing; Leading; Controlling






45. 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






46. Low profit customer/long term






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






48. Any profit makes it ethical






49. Waste reject testing rework customer returns inspection recalls






50. 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)