BA-311-2013 T(UGRD) Business Policy with TQM PDF

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BA-311-2013T(UGRD) Business Policy with TQM https://quizlet.com/12074861/tqm-flash-cards/

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PRELIM QUIZ 1 During the first half of the twentieth century, experimentation was the primary source of quality control. Select one: True False The following are not a principle of total quality management except: Select one: a. Continuous progress in the workforces b. Continuous process improvement c. Continuous error elimination d. Continuous product enhancement Studies point out that effective quality management practices will turn into: Select one: a. Operational improvements b. Financial improvements c. Operational and Financial improvements d. None of these Actions that provide consumers unsatisfying quality and service is called quality assurance. Select one: True False

Reliability compares the amount of output achieved per unit of input. Select one: True False ______________began organizing into a union called craft guilds. Select one: a. Craftsmen b. Engineers c. Craft maker d. Developer Amongst are principles of total quality management philosophy except: Select one: a. Continuous improvement b. Camaraderie, active participation and cooperation amongst members of the company c. The use of cost cutting to advance short term productivity d. Unfailingly providing the needs and expectations of customers A progressive company is a company that provides what their consumers ___________. Select one: a. Eat b. Think is cool c. Draw d. Demand Industrialized world followed the Craftsmanship model started during ____ century Select one: a. 13th b. 15th c. 19th d. 17th The following are definitions of quality except Select one: a. Doing it right for the first time b. Consistency

c. Total self-service and satisfaction d. Speed of delivery

PRELIM QUIZ 2 The term best practices refer to approaches that produce exceptional results, are usually innovative in terms of the use of technology or human resources, and are recognized by customers or industry experts. Select one: True False Kaizen is a philosophy made by the____________ which means continuous change or development. Select one: a. Australians b. Europeans c. Chinese d. Japanese The QS 9000 standards are more prescriptive than the ISO 9000 standards. ___________. Select one: True False Breakthrough Improvement is defined as _____________ Select one: a. Systematic improvement b. Continuous change or development c. Intermittent improvement d. Discontinuous change or improvement often caused by stretch goals. Cause-effect diagram is used in ___________. Select one: a. Vendor surveys b. Problem identification

c. Field visits d. Problem analysis Which of the following is true about the ISO 9000:2000? Select one: a. Emphasis has shifted towards evaluating product quality b. The previous focus on customer expectations has been reduced c. The requirements for quality system documentation have increased d. The scope of the standards aligns more closely with the Baldrige criteria. _________________ involves studying products, processes, or business performance of competitors in the same industry. Select one: a. Strategic benchmarking b. Kaizen c. Competitive benchmarking d. Process benchmarking A Pareto diagram is a graphical representation of Cause-Effect Analysis. Select one: True False Making all the employees know their ____________________will manifest the importance of training. Select one: a. Problems b. Duties and Problems c. Duties d. Responsibilities _____________________are incurred as a result of unsatisfactory quality found before the delivery of a product to the customer Select one: a. Cost of quality b. Prevention cost c. Appraisal cost d. Internal failure cost

Juran's "Quality Trilogy" consists of Three Processes. These processes are: Select one: a. Cost accounting, quality control and reliability management b. Ost of quality, common cause variation and special cause variation c. Quality planning, forecasting and cost of quality d. Quality planning, quality control and quality improvement The Malcolm Baldrige National Quality Improvement Act was signed into law (Public Law 100-107) on _______________ Select one: a. August 20, 1990 b. August 14, 1887 c. August 20, 1987 d. August 14, 1988

TQM is part of ____________. Select one: a. QS ISO 9000 Certification b. ISO 9000 Certification c. Strategic Management d. Hospital Management

Quality is often influenced by all of the following except: Select one: a. Experimentation and Inspection b. Experimentation c. Inspection d. Fabrication processes and methods

The following statements are included in Crosby's Absolutes of Quality Management except: Select one: a. There is such thing as the economics of quality; doing the job right the first time is always cheaper b. Quality means conformance to requirements, not elegance c. The only performance measurement is the cost of quality, which is the expense of non-conformance. d. There is no such thing as a quality problem

The phrase "quality is free" is popularized by Deming. Select one: True False Deming greatly supported the use of relatively few suppliers as a mean to reduce raw material variation. Select one: True False

Juran postulates a detailed mechanism for quality improvement. Select one: True False

How a company determines customer satisfaction and satisfaction relative to competitors is an example of a key management practice under the Malcolm Baldrige National Quality Award category that examines Select one: a. Customer and market focus b. Information and Analysis c. Strategic planning d. Leadership Recertification of ISO 9000 is required every _________ years Select one: a. Four b. Two c. Three d. One

PRELIM EXAM ____________ is a basic meaning of Quality. Select one: a. Providing what is needed by the selected customers

b. Producing things which are least needed by customers c. Knowing the needs of the customers d. Meeting or exceeding the expectations of the customers A set of international standards on quality management. Select one: a. ISO 9000 b. None of the choices c. Six Sigma d. Malcom Baldrige Standards This process refers to breaking through unprecedented levels of performance. Select one: a. Quality assurance b. Quality planning c. Quality improvement d. Quality control ISO 9000 evolved into the criteria for companies who wishes to ______________ their quality management Select one: a. Certify b. Provide c. Establish d. Produce He is known for creating 14 points of quality. Select one: a. Deming b. Juran c. Ishikawa d. Crosby

Juran and Deming agreed on the following except for: Select one: a. None of the choices b. Importance of training c. Driving out fear d. Need for improvement

Craftsmen began organizing into a union called___________. Select one: a. Craft builder b. Craft guilds c. Molder d. Organization It manages business processes across the traditional boundaries of the functional areas. Select one: a. Management framework b. None of the choices c. Cross-functional management d. Management by objectives ____________________is part of ISO 9000 Certification. Select one: a. Strategical Management b. Project Reviews c. ISO 9000 Certification d. Total Quality Management Juran considered a key figure in the development of quality initiatives in_______________, particularly the quality circle. Select one: a. Japan b. Philippines c. China d. Europe The following is part of the 14 points of Quality except for: Select one: a. Creating a vision and demonstrating commitment b. Understanding inspection c. None of the choices d. Learning new philosophy The phrase "total quality control" was coined by ____________.

Select one: a. Juran b. Crosby c. Deming d. Feigenbaum He is the foremost figure of Japanese Quality. Select one: a. Taguchi b. None of the choices c. Taniguchi d. Ishikawa Every _________ years, organizations are required to renew their ISO 9000 Certificate. Select one: a. Three b. Four c. Two d. One A combination of processes, tasks, and tools used to transition a project from start to finish is called __________. Select one: a. Management by objectives b. None of the choices c. Cross functional management d. Management framework Products can be __________. Select one: a. Statement1: Goods b. Statement 2: Services c. None of the choices d. Both of the statements Which of the following is a principle of total quality management? Select one: a. Continuous value enhancement

b. Continuous productivity improvement c. Continuous value elimination d. Continuous process improvement Deming is an American engineer and a management consultant. He was also a/n ____________for quality and quality management. Select one: a. evangelist b. promoter c. consultant d. all of the choices Which of the following is NOT a definition of quality? Select one: a. Speed of delivery b. Doing it right for the first time c. Consistency d. Total self-service and satisfaction

History of quality in the 13th century can be traced back to medieval ________ . Select one: a. Europe b. Egypt c. China d. Japan

It refers to any planned and systematic activity directed toward providing consumers with products of appropriate quality and meeting customers' requirements. Select one: a. Quality improvement b. Quality control c. Quality assurance d. Quality planning

It is the disciplined, data-given approach and methodology for eliminating defects in any process-from manufacturing to transactional and from product to service

Select one: a. Management framework b. Management by objectives c. None of the choices d. Cross functional management

He focused on the three major quality processes called Quality Trilogy. Select one: a. Shewart b. Crosby c. Juran d. Deming

He identified six characteristics of a strong competitive advantage. Select one: a. Deming b. Juran c. Crosby d. S.C. Wheelwright

Which of the following does not belong to the Quality Trilogy? Select one: a. Quality improvement b. Quality control c. Quality assurance d. Quality planning

He is the author of the Quality Control Handbook. Select one: a. Deming b. Taguchi c. Crosby d. Juran Which idea does not denote TQM? Select one: a. Solid external customer coordination

b. Providing training for the employees c. Conduction of monthly conference d. Relationship with the street vendors He believed that fear can bring out the best in people. Select one: a. Deming b. Juran c. Taguchi d. Crosby Zero defects is a management tool aimed to through ________________. It is directed at motivating people to prevent mistakes by developing a constant, conscious desire to do their job right the first time. Select one: a. motivation b. prevention c. enhancement d. elimination The following are part of the seven qualities wherein the ISO 9000:2015 and ISO 9001:2015 are based except for: Select one: a. Engagement of people b. Customer focus c. Interlinking d. Leadership

MIDTERM QUIZ 1 The difference between manufacturing and service is: Select one: a. Service is consumed as produced b. Non-existent c. Products cannot be inventoried d. Service can't be backordered

According to Juran, quality is a strategy aimed at the needs of the customers for present and for the future.

Select one: True False According to ________, health cares aim to provide quality, efficient, and economic management system and to satisfy the stated and implied needs of the patients. Select one: a. Juran b. Ishikawa c. Crosby d. Deming

It is said to be an activity that does not produce an actual product. Select one: a. Education b. Manufacturing c. None of the choices d. Service

Health cares aim to provide the following except: Select one: a. Efficient management system b. Dependable management system c. Satisfaction of the stated and implied needs of the patients d. Quality management system

Service is said to be the primary or corresponding activity that does not directly produce a physical product. Select one: True False

These are individuals who have no role in Quality Management: Select one: a. Teachers in universities b. Workers c. ISO 9000 trainers

d. Government regulators

Traditionally, quality in manufacturing focus primarily on ______________issues such as equipment reliability. Select one: a. Technical b. Electrical Planning c. Physical d. Ethical

The following are basic principles to Healthcare Systems except: Select one: a. Quality Planning b. Quality Assurance c. Quality Control d. Quality System It is more labor-intensive than manufacturing. Select one: a. None of the choices b. Small scale businesses c. Service d. Education ________________________________________________ Quality in service is defined as a set of functions or activities within an organization that work together for the aim of the organization. Select one: True False

Total quality in education emphasizes leadership, strategy, teamwork, rigorous analysis, and ______________ Select one: a. Meetings b. Closer tab on principals c. Follow-ups d. Self-assessment.

Organizations often lack of _____________needed to establish more formal quality systems. Select one: a. Resources b. Experience c. Trainings d. Capacity

Dawdling is an effect of _____________. Select one: a. Impractical decisions b. Poor service quality c. Lack of understanding and knowledge of what needs to be done d. Malpractice

It has the idea that every student has the worth and demands the best possible chances in life. Select one: a. Quality in education b. Quality in manufacturing c. Quality in health care d. Quality in service

It is the effect of lack of understanding and knowledge of what it is to be done and how to do it. Select one: a. Fighting b. Dawdling c. None of the choices d. Interlinking

A system involves the following except: Select one: a. Workforces, processes, equipment b. Organization's goals c. Mechanisms d. Supplies

They are the overseers of the administration. Select one: a. Teachers b. Students c. None of the choices d. Board of Education

It is a process of producing specified-quality outputs. Select one: a. None of the choices b. Manufacturing c. Service d. Education

MIDTERM QUIZ 2 "Moments of truth" are instances when: Select one: a. New products are launched b. A customer comes into contact with an employee c. A new competitor enters the market d. A firm is audited by the IRS

The exact opposite of Kaizen philosophy is Breakthrough Improvement wherein ______________ improvement is also believed to be important. Select one: a. Short b. Discontinuous c. Life-long d. None of the choices

Expected quality is a measure of what a manufacturer think customers want in a product or service. Select one: True False

The following are aspects that we must rely on to build an excellent customer service except: Select one: a. Accessibility and commitments b. Effective complaint management c. Irrelevant customer-contact requirement d. Selecting and developing a customer-contact employees

This results from innovative and creative thinking. Select one: a. Six sigma b. Breakthrough improvement c. Benchmarking d. Kaizen

Work performance measurement is an output of control scope. ___________. Select one: True False

If companies expect to have more______________, they must consider keeping their customers satisfied and loyal. Select one: a. Employees b. Income c. Loans d. Dependent

Free connections in the internet are now anticipated to be extant in every business venture. It is now a/n _______________. Select one: a. None of the choices b. Add-on c. Dissatisfier d. Satisfier

To apply the techniques of________________________, process must be Repeatable and measurable. Select one: a. Kaizen b. Process management c. Total Quality Management d. Juran's Philosophy

An advantage of mail questionnaires is low non-response bias. Select one: True False

MIDTERM EXAM Financial and market measure might include: Select one: a. Return on equity b. Return of investment c. All of the choices d. Revenue

An example of external failure costs which includes the cost of repair and replacement. Select one: a. Product recall costs b. Quality planning costs c. Costs due to customer complaints and returns d. Product liability costs

An example of external failure costs which includes rework on returned items and cancelled orders. Select one: a. Quality planning costs b. Product recall costs c. Costs due to customer complaints and returns d. Product liability costs

Every organization needs information and performance measures because: Select one: a. These manage the resources needed to travel in this direction by limiting the effectiveness of action plans. b. These operate the processes but will not make organization work and improve continuously. c. These lead the organization in a particular direction; to drive strategies and organizational change. d. These lead the organization to achieved partial but attainable improvement

A common practice of effective leaders is to delegate quality-related activities to their staff. ____________. Select one: True False

An increasing part of strategic planning is projecting the competitive environment. _____________. Select one: True False

He believed that quality is a strategy aimed at the needs of the customers for the present and the future. Select one: a. Juran b. Deming c. Crosby d. Feigenbaum

Which of the following represents a leading practice in strategic planning? I: Gathering and analyzing a variety of data about internal and external factors as part of strategic planning II: Using measures to track progress of strategy deployment Select one: a. II only b. I only c. Neither I nor II

d. Both I and II

An example of Internal Failure Costs arising from time spent determining the causes of failure and correction production problems. Select one: a. Downgrading costs b. Cost of corrective action c. Scrap and rework Costs d. Test and Inspection Cost

__________ is said to be more labor-intensive than manufacturing. Select one: a. Health care b. Service c. Education d. none of the choices

Which of the following is NOT a basic form of organization structure? Select one: a. Line organization b. Matrix organization c. Divisional organization d. Symmetric organization

_____________ states where the company wants to be in the long run. Select one: a. Performance b. None of the choices c. Mission d. Objective

An example of Prevention costs which include costs spent on analyzing production processes and implementing process control plans. Select one: a. Process control costs b. Information system costs c. Training and general management costs

d. Quality planning costs It is defined as measuring your performance against that of best-in-class companies. Select one: a. Competitive benchmarking b. Strategic benchmarking c. Benchmarking d. Process benchmarking An example of prevention costs which includes internal and external training programs. Select one: a. Process control costs b. Quality planning costs c. Training and general management costs d. Information system costs

Strategic plans are best kept secret by top management to prohibit competitors from discovering the company's intention. _____________. Select one: True False A type of benchmarking which examines how companies compete and seek the winning strategies that have led to competitive advantage and market success. Select one: a. None of the choices b. Competitive benchmarking c. Process benchmarking d. Strategic benchmarking

If companies expect to have more income, th...