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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. Seek to go beyond employee empowerment to employee autonomy






2. 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






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






4. 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






5. 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)






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






7. Low profit customer/short term






8. System that focuses on result; not process






9. 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






10. 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






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






12. The sum of the above costs






13. 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






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






15. Open the discussion - Listen - Ask for clarification - Manage participation - Summarize - Manage time - Contain digressions - Test for agreement - Close the discussion






16. Ongoing process to improve products services or processes






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






18. 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






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






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






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






22. Basic training DMAIC roadmap






23. Man behind statistical quality control concepts






24. A people-focused management system that aims at continual increase in customer satisfaction at continually lower real cost






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






26. 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






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






28. 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


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






30. Preparation - Incubation - insight - Verification






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






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






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






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






35. Given ownershipalong with expecting input






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






37. 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






38. Asked for input but not given ownership of job






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






40. 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






41. Seeks to improve efficiency and control costs






42. boss --> stockholder --> customer






43. Suggests there is increasing loss associated with increasing variability or deviation of target value






44. Based on peer review






45. As innate excellence; view implies that high quality is something timeless and enduring - an essence that transcends or rises above individual tastes or styles; that people learn to recognize through experience






46. Explain action to broad section of steakholders






47. Any profit makes it ethical






48. 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.






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






50. Butterfly - true friend - stranger - barnacle