CORP2551 Week 10 Lecture 9

What is Total Quality Management?

• A management approach aiming to deliver products and services that meet or exceed customer expectations

• A sales approach that aims to sell at the lowest possible cost

• A management approach that aims to reconcile suppliers and buyers

• A sales approach that aims to sell as much as possible

When is Quality Control carried out by a business?

• Inspection or checking of product/service is carried out at the end of production

• Inspection or checking of product/service is carried out during production

• Inspection or checking of product/service is carried out before production

While setting Quality objective, ________ to be considered.

• Customer need

• Organisational need

• Supplier need

• Worker need

Quality is a problem because_____.

• Workers don’t do the job

• It is expensive to control

• All processes have some variation

• Management do not fund projects

The term ________, defines the entire organization, all parties departments and functions – it requires involvement & input of everyone in the organization, from top management to its employees like the rank and file.

• Total

• Quality

• Management

__________ is the way the organisation act & operate procedures, policies. It also includes the training and instruction to all our employees.

• Total

• Quality

• Management

________ means fully meeting the customers needs and requirements all the time.

• Total

• Quality

• Management

Which of the following best describes quality?

• The service provided to a customer before, during and after purchasing.

• Products being made to a high standard to meet customer needs.

• A high level of productivity.

Which of the following is usually true about poor quality products?

• They are in demand

• They fail to meet customers expectations

• They are expensive

What is a high quality product?

• A product that does not meet customer expectations but fulfills the customers needs at a price they are willing to pay

• A product that meets customer expectations but not at a price they are willing to pay

• A product that meets customer expectations and fulfills the customers needs at a price they are willing to pay