TQM
Master Your Quality Management Knowledge
Test your understanding of Total Quality Management (TQM) and discover the principles that drive customer focus and engagement in organizations. This quiz will challenge your knowledge with a variety of questions spanning key topics in quality management.
- 48 thought-provoking questions.
- Multiple-choice and checkbox formats.
- Score-based assessments.
Might be the most important principle of quality management.
Customer Focus
Customer Satisfaction
Customer Engagement
None of the above
Means both customer and honorable guests
Okyakusama
Gemba
Kaizen
None of the above
Customer Focus is a key requirement of
ISO 9000:2000
Kaizen
Customer Segmentation
None of the above
Without customer, you don't have a business
True
False
One requirement is "Top management shall ensure the customer requirements are determined and are met with the aim of enhancing customer satisfaction"
Management Responsibility Section
Product Realization Section
Measurement, Analysis, Improvement Section
None of the above
This puts the responsibility for customer focus on minor leadership
True
False
Defines as the results of delivering a product or services that meet the customers requirements.
Customer Satisfaction
Customer Segementation
Customer Engagement
None of the Above
The standard that the organization monitor customers perception as to whether the organization has met customer requirements, that is, customer satisfaction
Measurement, Analysis, Improvement Section
Management Responsibility Section
Product Realization Section
Place a priority in doing a business with a particular organization and will often go out of their way or pay premium to stay with the company.
Satisfied Customer
Customer
Loyal Customer
None of the above
Refers to customer investment in or commitment to a brand and product offerings.
Customer Satisfaction
Customer Engagement
Customer Segmentation
None of the above
May often purchase from the competitors because of convenience, promotion and other factors.
Loyal Customers
Satisfied Customer
Customer
None of the above
People who ultimately purchase and use a company's product.
External Customer
Internal Customer
Consumer or End-User
None of the above
Allows a company to prioritize customer groups, for instance by considering for each group the benefits of satisfying their requirement, and the consequences of failing to satisfy their requirement.
Customer Satisfaction
Customer Engagement
Customer Segmentation
None of the above
What are the Three Characteristics of Customer Engagements
Customer retention and loyalty
Customers willingness to make an effort to do business with the organization
Customer willingness to stay with the organization
Customers willingness to actively advocate for and recommend the brand and product offerings.
Those who fall between the organization and customer but not part of the organization.
External Customer
Internal Customer
Consumer or End-User
None of the above
Recipient of another's output. It could be other departments or processes within the organization.
External Customer
Internal Customer
Consumer or End-User
None of the above
Customer Segmentation might be based on geographic, demographic factors, ways on which product are used, volumes, or expected level of service.
True
False
Juran suggested classifying customer into two main groups which is the vital many and useful few.
True
False
Refers to everyone who is actively involved in accomplishing the work of an organization
Workforce Management
Workforce Focus
Workforce Engagement
None of the above
Net Present Value of the Customer is the Total (revenues associated with a customer minus expense needed to serve a customer) discounted over time.
True
False
Personnel performing work affecting product quality shall be competent on the basis of appropriate education, training, skills, and experience.
Workforce Management
Workforce Focus in ISO 9000:2000
Workforce Engagement
Workforce Focus
Customers engagement is influenced by an organization’s integrity and the relationships it builds with its customers.
True
False
Is concerned with the contributions HR strategies make to organizational effectiveness, and how these contributions are accomplished.
Performance
High-performance work
Strategic Human Resource Management
None of the above
Work approaches used to systematically pursue ever-higher levels of overall organizational and human performance.
Performance
High-performance work
Strategic Human Resource Management
None of the above
The extent to which an individual contributes to achieving the goals and objectives of an organization.
Performance
High-performance work
Strategic Human Resource Management
None of the above
Is the function performed in organizations that facilitates the most effective use of people (employees) to achieve organizational and individual goals.
Workforce Management
Workforce Focus in ISO 9000:2000
Workforce Engagement
None of the above
Are the guiding principles and behaviors that embody how an organization, and its people are expected to operate.
Respect
Values
Purpose
None of the above
Cited as one of the most important factors related to employee motivation. Communication that flows freely in all directions promotes collaboration.
Respect
Values
Communication
None of the above
Means believing in the inherent worth of another person. It is also taking into consideration the views and desires of other.
Respect
Values
Communication
None of the above
Is the fundamental reason an organization exists. Having a shared purpose promotes collaboration because it minimizes the focus on individual desires and elevates the focus to a greater good.
Trust
Values
Purpose
None of the above
That management trusts the workforce and vice-versa – is vital.
Trust
Values
Purpose
None of the above
Any activity by which employees participate in work-related decisions and improvement activities, with the objectives of tapping the creative energies of all employees and improving their motivation.
Workforce Management
Employee Involvement
Workforce Focus
None of the above
EI approaches can range from simple sharing of information or providing input on work-related issues and making suggestions to self-directed responsibilities such as setting goals, making business decisions, and solving problems often in straight-functional teams.
True
False
Promulgated the departure from the craftsmanship concept.
Masaaki Imai
Frederick W. Taylor
Kaizen
None of the above
Is a Japanese word meaning 'real place,' where the real action takes place.
Kaizen
Gemba
Muda
None of the above
He is known as the “Lean Guru” and the father of Continuous Improvement
Masaaki Imai
Frederick W. Taylor
Kaizen
None of the Above
Simple words Kaizen means
Better
Change
Improvement
None of the above
Kai means
Better
Change
Improvement
None of the above
Zen means
Better
Change
Improvement
None of the above
Aimed at improving current standards.
Maintainance
Improvement
Kaizen
None of the above
To maintain current technological, managerial, and operating standards.
Maintainance
Improvement
Kaizen
None of the above
Can be avoided by identifying and eliminating non value adding and unnecessary activities
Mura (unevenness)
Muri (overburden)
Muda (non value adding work)
None of the above
Can be avoided through just in time systems which are based on litter or no inventory, by supplying the production process with the right part, at the right time, in the right amount
Mura (unevenness)
Muri (overburden)
Muda (non value adding work)
None of the above
Can be avoided through standardized work. To achieve this a standard condition or output must be defined to assure effective judgement of quality
Mura (unevenness)
Muri (overburden)
Muda (non value adding work)
None of the above
Standards may be defined as the best way to do the job.
Housekeeping
Muda Elimination
Standardization
None of the above
5S is a method for organizing a workplace, especially a shared workplace (like a shop floor or an office space), and keeping it organized.
Housekeeping
Muda Elimination
Standardization
None of the above
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