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37 True/False questions

  1. Involvement of peopleutilizes employees' best talents, encouraging autonomy and holding employees accountable for their contribution.

          

  2. Lower Level managersresponsible for day -to-day supervision of workers and take their directives from mid-level managers (scheduling)

          

  3. Customer focusexceeding customer expectations by linking organizational objectives to customer needs.

          

  4. Quality controlmeasuring quality every step of the way

          

  5. Productivityrelationship between the amount of outputs and amount of inputs needed to produce a product (higher productivity can = higher profits)

          

  6. Qualitythe measure of a product's flawlessness and excellence

          

  7. Four Absolutes of Quality Management(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

          

  8. Factual approach to decision makinguses accurate and reliable data available to employees to use for decision making.

          

  9. continuous improvementsproduces products, services, processes and systems are evaluated through training, tracking improvements and recognizing those employees responsible for improvements.

          

  10. Mutually beneficial supplier relationsuses accurate and reliable data available to employees to use for decision making.

          

  11. The ISO 9000 certification process involvesprocesses are developed and tested to ensure the product or service's quality

          

  12. Total quality managementcontinuous improvement of processes and systems that do not work

          

  13. Juran's 10 steps can be boiled down to...Quality planning
    Quality control
    Quality improvement

          

  14. Profitabilitythe revenue left over after all expenses and taxes have been paid

          

  15. domake changes

          

  16. Process approachdirecting 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.

          

  17. W. Edwards Demingunifies the purpose and direction by management to develop a fully-involved staff.

          

  18. mid level managersresponsible for the overall strategic vision for the organization and rank highest in the organizational hierarchy (decisions affect profitability)

          

  19. Encouraging mutual respect and teamworkfostering a single-organizational culture of excellence.

          

  20. Leadershipunifies the purpose and direction by management to develop a fully-involved staff.

          

  21. Quality improvementcontinuous improvement of processes and systems that do not work

          

  22. Systems approach to managementan organization-wide philosophy with its core values centered on continually improving the quality of its products and process

          

  23. Crosby's Ideologyre-defined quality to mean conformity to standards set by the industry or organization that must align with customer needs

          

  24. the 14 Points of TQM, which can be summed up by redesigning processes and systems...Plan
    Do
    Check
    Act

          

  25. when considering using TQM as an approach to quality management, a company should assess:aligns processes and systems inter-dependently to meet customer needs in an efficient and effective way.

          

  26. Quality planningmeasuring quality every step of the way

          

  27. Producing quality workquality is built into the processes for producing products or providing services

          

  28. planprocess and systems to improve quality based on pre-set standards that align with customer need

          

  29. Continual improvementproduces products, services, processes and systems are evaluated through training, tracking improvements and recognizing those employees responsible for improvements.

          

  30. having a strategic approach to improvementprocesses are developed and tested to ensure the product or service's quality

          

  31. Juran's Approachbeliever that total quality management begins at the top of an organization and works its way down

          

  32. actmake changes

          

  33. Influencers of TQMunifies the purpose and direction by management to develop a fully-involved staff.

          

  34. checkmonitors changes that need to take place

          

  35. top level managersresponsible for the overall strategic vision for the organization and rank highest in the organizational hierarchy (decisions affect profitability)

          

  36. ISO 9000a set of standards and quality management systems that ensure that the needs of customers are met while also meeting all statutory and regulatory requirements

          

  37. Focusing on the customerdesigning products or services that meet or exceed the customer's expectations.