Total Quality Management Quiz

Total Quality Management (TQM) is described as the integration of all functions and processes within an organization to achieve continuous improvement of the quality of goods and services, with the ultimate goal of ________.

• increased profit margins

• employee satisfaction

• customer satisfaction

• market dominance

Which of the following is NOT listed as one of the three core principles of TQM?

• Customer Focus

• Continuous Improvement (Kaizen)

• Employee Compensation

• Employee Involvement / Employee Empowerment

According to the document, what is one of the five common definitions of quality?

• Brand recognition

• Conformance to specifications

• Marketing effectiveness

• Production volume

How is quality often defined by perceptional factors in service organizations?

• Durability and features

• Conformance and reliability

• Courtesy, friendliness, and promptness

• Tangible product features

The core principle of 'Customer Focus' involves which of the following key applications?

• Internal audits and compliance checks

• Customer feedback systems and complaint handling

• Employee performance reviews

• Supply chain optimization

BDO Unibank's 'We Find Ways' culture is an application of which TQM core principle?

• Employee Involvement

• Continuous Improvement

• Customer Focus

• Fact-Based Decision Making

The concept of 'Kaizen' in TQM primarily refers to:

• Large-scale, revolutionary changes

• Small, incremental changes regularly made by everyone

• Outsourcing non-core activities

• Centralized decision-making

Toyota Motor Philippines applies the principle of Continuous Improvement (Kaizen) through:

• Quarterly financial reviews

• Daily Kaizen huddles and worker-driven suggestions

• Top-down directives

• External consulting

Which TQM core principle states that 'Every employee is empowered and encouraged to participate in improving quality and solving problems'?

• Customer Focus

• Process-Centered

• Employee Involvement

• Integrated System

San Miguel Corporation's use of 'Quality Circles' and 'Employee Suggestion Programs' exemplifies which TQM core principle?

• Customer Focus

• Continuous Improvement

• Employee Involvement

• Fact-Based Decision Making