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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. Safety - Security - Social - Esteem - Self actualization






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

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3. They both are continuously improving and obsessed with quality






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






5. 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

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






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






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






9. Highly profitable customer/long term






10. Assess actual quality; compare performance; act on differences






11. Seek to add value as defined by customers provide customer more value for the money






12. An organization is an entity where two or more persons work together to achieve a goal or a common purpose.






13. That there is no knowledge without theory and that experience alone does not establish a theory; Experience only describes; it cannot be tested






14. Customer focused management looks...






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






16. Is management that bases all actions activities and decisions on what is most likely within an ethical framework to ensure successful performance in the marketplace.






17. Seek to go beyond employee empowerment to employee autonomy






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






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






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






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






22. Business and Gov Related Factors:deming 2 -6 -7 deadly diseases including emphasis on short term -excessive med costs - and excessive cost of liability inflated by lawyers working on contingency fees - Family Related Factors:Field your best team.orga






23. Low profit customer/long term






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






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






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






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






28. 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;






29. Senior management delegation and poor leadership - team mania - deployment process - taking narrow dogmatic approach - confusion about differences among education -awareness &skill building






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






31. 'Do unto others' - take view point of stakeholder into account in deciding what is ethical






32. American National Standards Institute






33. 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






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






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






36. 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)






37. Based on peer review






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






39. Given ownershipalong with expecting input






40. 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






41. Process for meeting quality goals during operation






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






43. 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






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






45. 6 basic elements 1) Customer Focus drive customer satisfaction; what customer wants; how customer uses product; customer opinion surveys and focus group






46. 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






47. Man behind statistical quality control concepts






48. Facilitators to team development and continually improving performance






49. Solely as meeting customer expectation --> satisfying customer needs






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)