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WorksheetsCSUCC TQM MIDTERM EXAM 2023_TEST I
Total questions: 36
Worksheet time: 1hrs 12mins
Advertisers are fond of promoting products in these terms. “Where shopping is a pleasure” (supermarket). “We love to fly and it shows" (airline). Television and print media are awash with such indefinable claims and therein lies the problem: _____________.
Product Based
Transcendental View Base
User Based
Manufacturing Based
It is defined in term of costs and prices as well as number of other attributes. Thus, the consumer’s purchased decision is based on quality at an acceptable price: _______.
Inferior Based
Value Based
Product Based
User Based
The following are indicators for Customer Satisfaction except:
Frontline empowerment
Service standards meeting customers’ requirements
Proactive management of relationship with customers
Excellent firing, training, attitude and morale for front line employees
Refers to the positive mindset for improvement of quality among frontline workers: ____________.
Just in Time
Deming
Kaizen
Zero Control Quality
Can help a hospital to create “continuous quality improvement culture” to meet in/external clients’ satisfaction and expectation: ______________.
Deming’s 14 Point Method
5 Steps of Kaizen Concept
Deming’s 7 Deadly Diseases
Crosby’s four Absolutes of Quality
Through increasing job loyalty, it lessens the number of people who “job-hop”: ______________.
Eliminate explorations
Drive out fear
The new philosophy
Encourage education
Deming’s 14 Point Methodology which creates firmness of purpose for continual improvement of products and service and distribute resources to accommodate long term needs rather than shortterm profitability with a plan to become competitive, stay in business and provide jobs: __________.
Institute leadership
Constancy of purpose
End lowest tender contracts
Permit ride of workmanship
Find root causes of problems and solutions: ________________.
5 Steps of Kaizen Concept
Deming’s 7 Deadly Diseases
Deming’s 14 Point Method
Crosby’s four absolutes of quality
Seven (7) types of wastes in work place: Over production: ________________.
More material or information than needed.
Repetition or correction of a process.
People or items that wait for a work cycle to be completed.
Creating more material or information or tests or treatment than needed.
A philosophy and a way of organizing and managing the workspace and work flow with the intent to improve efficiency by eliminating waste, improving flow and reducing process unreasonableness: ____________.
Deming’s 7 Deadly Diseases
Crosby’s four absolutes of quality
5 Steps of Kaizen Concept
Deming’s 14 Point Method
Identify the notable individuals who have shaped the evolution of TQM.
The system for achieving quality is prevention, not appraisal: _______
Philip Crosby
Moses Juran
William Edwards Deming
Kaoru Ishikawa
Identify the notable individuals who have shaped the evolution of TQM.
Father of Quality Circles: ____________.
Philip Crosby
William Edwards Deming
Moses Juran
Kaoru Ishikawa
Identify the notable individuals who have shaped the evolution of TQM.
Father of Quality Control: ____________.
Philip Crosby
William Edwards Deming
Moses Juran
Kaoru Ishikawa
Identify the notable individuals who have shaped the evolution of TQM.
He believes that only the customer can define the quality of any product: _______
Philip Crosby
William Edwards Deming
Moses Juran
Kaoru Ishikawa
Identify the notable individuals who have shaped the evolution of TQM.
The performance standard is zero defects, not “that’s close enough”: ____________.
Philip Crosby
William Edwards Deming
Moses Juran
Kaoru Ishikawa
Identify the notable individuals who have shaped the evolution of TQM.
The measurement of quality is the price of non-conformance, not indexes: ____________.
Philip Crosby
William Edwards Deming
Moses Juran
Kaoru Ishikawa
Identify the ERROR in the following item.
A
B
C
D
Identify the ERROR in the following item.
A
B
C
D
Identify the ERROR in the following item.
A
B
C
D
Identify the ERROR in the following item.
A
B
C
D
Identify the ERROR in the following item.
A
B
C
D
Identify the ERROR in the following item.
A
B
C
D
Evaluate the following statement whether it is TRUE or FALSE.
Total Quality Management (TQM) is the integration of all functions and processes within an organization in order to attain continuous improvement of the quality of products. The goal is customer satisfaction.
TRUE
FALSE
Evaluate the following statement whether it is TRUE or FALSE.
A program for quality requires organization-wide efforts and short-term commitment, accompanied by the necessary investment in training.
TRUE
FALSE
Evaluate the following statement whether it is TRUE or FALSE.
As transcendental view, quality is difficult to define or to operationalize. Hence becomes manifesting when using the approach as basis for competitive advantage. Likewise, the functions of design, production and service may find it difficult to use the definition as a basis for quality management.
TRUE
FALSE
Evaluate the following statement whether it is TRUE or FALSE.
Involvement of leadership and top management is optional to the necessary culture of commitment to quality.
TRUE
FALSE
Evaluate the following statement whether it is TRUE or FALSE.
TQM does not work in an environment where employees criticize and backstab each other.
TRUE
FALSE
Evaluate the following statement whether it is TRUE or FALSE.
Quality can only be observed through the eyes of the customer.
TRUE
FALSE
Evaluate the following statement whether it is TRUE or FALSE.
Cost of quality is the cost of non-quality.
TRUE
FALSE
Evaluate the following statement whether it is TRUE or FALSE.
As view of quality costs, costs include not only those that are direct, but also those resulting from lost customers, lost market share and the many hidden costs and foregone opportunities not identified by modern cost accounting systems.
TRUE
FALSE
Evaluate the following statement whether it is TRUE or FALSE.
Prevention costs include those activities which remove and prevent defects from occurring in the production process.
TRUE
FALSE
Evaluate the following statement whether it is TRUE or FALSE.
Competence and ease of repair is the speed with which the product can be put into service when it breaks down and the competence and the behavior of the service personnel.
TRUE
FALSE
Evaluate the following statement whether it is TRUE or FALSE.
Reliability normally becomes more significant to consumers as downtime and maintenance become less expensive.
TRUE
FALSE
Evaluate the following statement whether it is TRUE or FALSE.
Assurance, a dimension of service quality is connected to the competence of the service of employee.
TRUE
FALSE
Evaluate the following statement whether it is TRUE or FALSE.
TQM process, (consisting of 5S and KAIZEN), should be a part of institutional managerial framework for seeking high productivity and quality of services.
TRUE
FALSE
Identify the ERROR in the following item.
A
B
C
D
