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37 Multiple choice questions

  1. Juran, Deming & Crosby
  2. unifies the purpose and direction by management to develop a fully-involved staff.
  3. monitors changes that need to take place
  4. adopting the principles, training employees on quality management systems, scheduling a pre-assessment, analyzing the outcomes, implementing improvements and cycling through an additional audit over a three-year period of time.
  5. uses accurate and reliable data available to employees to use for decision making.
  6. aligns processes and systems inter-dependently to meet customer needs in an efficient and effective way.
  7. process and systems to improve quality based on pre-set standards that align with customer need
  8. measuring quality every step of the way
  9. an organization-wide philosophy with its core values centered on continually improving the quality of its products and process
  10. designing products or services that meet or exceed the customer's expectations.
  11. exceeding customer expectations by linking organizational objectives to customer needs.
  12. continuous improvement of processes and systems that do not work
  13. carry out the plans made by top-level managers in functional areas (short term goals; marketing)
  14. building an awareness of quality improvements and ways to achieve it
  15. a set of standards and quality management systems that ensure that the needs of customers are met while also meeting all statutory and regulatory requirements
  16. (Crosby)
    - Quality is defined as conformance to standards
    - The system for causing quality is prevention
    - The performance standard is not arbitrary; it must be without defect
    - The measurement of quality is price of non-conformance
  17. make changes
  18. fostering a single-organizational culture of excellence.
  19. the measure of a product's flawlessness and excellence
  20. produces products, services, processes and systems are evaluated through training, tracking improvements and recognizing those employees responsible for improvements.
  21. relationship between the amount of outputs and amount of inputs needed to produce a product (higher productivity can = higher profits)
  22. analyzing the way work is being performed to determine if more effective or efficient ways are possible
  23. directing work as a process by defining work activities, assigning responsibility and accountability to employees and having a system to analyze and measure the process in terms of risk to customers and suppliers.
  24. Plan
  25. worked with Japanese automobile manufacturers to improve the quality of their products in an effort to gain a competitive foot in the industry (TQM)
  26. utilizes employees' best talents, encouraging autonomy and holding employees accountable for their contribution.
  27. quality is built into the processes for producing products or providing services
  28. the revenue left over after all expenses and taxes have been paid
  29. fosters relationships with suppliers that are based on shared short- and long-term goals that benefit both parties.
  30. responsible for the overall strategic vision for the organization and rank highest in the organizational hierarchy (decisions affect profitability)
  31. processes are developed and tested to ensure the product or service's quality
  32. believer that total quality management begins at the top of an organization and works its way down
  33. putting plan into action
  34. Quality planning
    Quality control
    Quality improvement
  35. responsible for day -to-day supervision of workers and take their directives from mid-level managers (scheduling)
  36. organization's purpose, vision, mission statement, organizational objectives (and the link between them and the mission statement), company values
  37. re-defined quality to mean conformity to standards set by the industry or organization that must align with customer needs