Quiz: TQM - Managerial
1.
TQM is about meeting quality expectations defined by
a.
b.
c.
d.
e.
2.
The quality of services is often defined by perceptions that are highly
a.
b.
c.
d.
e.
3.
Poka-yoke
Kaizen***
Kanban
Muda
Automation
Quality at the source involves
a.
b.
c.
d.
e.
5.
Subjective***
Reliable
Regarded
Defined
Tangible
The Japanese term for continuous improvement is
a.
b.
c.
d.
e.
4.
Marketing
Top management
The sales force
The customer***
The quality control group
Discarding defective items after production
Inspecting goods after they are produced
Sending defective products back for rework
Inspection of raw materials
Identifying quality problems at the source and correcting them***
Giving workers responsibility for seeking out quality problems and correcting
them is
a.
Continuous improvement
b.
c.
d.
e.
6.
Studying business practices of companies considered “best in class” is called
a.
b.
c.
d.
e.
7.
They are given a bonus
They are allowed to participate in competitive bidding
Their contract is renewed
They are nominated for an award
Their materials do not have to be inspected upon arrival***
Which of the following is not an important cost of poor quality?
a.
b.
c.
d.
e.
9.
Pairwise comparison
Benchmarking***
Competition
Dreamscaping
Discouraging
Under TQM, if suppliers meet preset quality standards
a.
b.
c.
d.
e.
8.
Passing the buck
Brainstorming
Employee empowerment***
Employee involvement
Product recalls
Litigation resulting from product liability issues
Loss of business
Overhead***
Dissatisfied customers
Quality planning, employee training in quality measurement, and cost of
maintaining records of information and data related to quality are
example of what type of costs.
a.
b.
c.
d.
e.
Internal failure
External failure
Appraisal
Prevention***
Replacement
10.
Costs of quality inspections, testing, test equipment, and labs are examples
of what type of costs.
a.
b.
c.
d.
e.
11.
Machine downtime due to failures in the process, scrap, and rework are
examples of what type of costs.
a.
b.
c.
d.
e.
12.
Scrap
Litigation costs resulting from product liability issues***
Rework
Quality inspections
Employee training
Warranty claims, customer complaints, and costs of litigation are examples
of what type of costs.
a.
b.
c.
d.
e.
14.
Internal failure***
External failure
Appraisal
Prevention
Replacement
External failure costs include
a.
b.
c.
d.
e.
13.
Internal failure
External failure
Appraisal***
Prevention
Replacement
Internal failure
External failure***
Appraisal
Prevention
Replacement
The plan-do-study-act cycle is often called the
a.
b.
c.
d.
e.
15.
A useful tool for translating customers’ everyday language into specific
technical requirements is
a.
b.
c.
d.
e.
16.
Translating scores into specific product characteristics
Evaluating how the product compares with its major competitors
Setting specific goals to address the specified problems
Identifying important customer requirements***
Numerically scoring customer requirements based on their importance
In using quality function deployment, one way to find out precisely what
features customers want in the product is
a.
b.
c.
d.
e.
18.
Quality function deployment***
Quality circles
Quality of design
Scatter diagrams
Cause-and-effect diagrams
Quality function deployment begins by
a.
b.
c.
d.
e.
17.
TQM activity approach
Deming wheel***
Continuous improvement cycle
Quality circle
Action wheel
Interviewing the company sales force
Analyzing the changes in features historically
Asking top management
Talking to process engineers
Conducting focus groups***
The important thing in quality function deployment competitive evaluation is
a.
b.
c.
To evaluate the financial strength of competitors
To identify customer requirements that should be pursued and how we
fare relative to our competitors***
Speed of introduction
d.
e.
19.
The strength of the relationship between customer requirements and
product characteristics is shown in the
a.
b.
c.
d.
e.
20.
Checklists
Scatter diagrams
Pareto analysis
Cause-and-effect diagrams***
Flowcharts
Cause-and-effect diagrams are often called
a.
b.
c.
d.
e.
23.
Determining how to advertise
Setting targets for our own product***
Determining how to attack our competitors’ products
Designing the product
Comparing results with past sales
What quality control tool resembles a "fishbone?"
a.
b.
c.
d.
e.
22.
Trade-off matrix
Product matrix
Relationship matrix***
Strength matrix
Inverse matrix
The last step in constructing the house of quality includes
a.
b.
c.
d.
e.
21.
The number of competitors
Knowing our product well
Checklists
Scatter diagrams
Pareto analysis
Fishbone diagrams***
Histograms
What is a schematic diagram of the sequence of steps involved in an
operation or process?
a.
b.
c.
d.
e.
24.
What tool is useful in helping everyone develop a clear picture of how an
operation or process works?
a.
b.
c.
d.
e.
25.
Number of occurrences of these defects.***
Relative importance of these defects.
Attributes of these defects.
Costs of these defects.
Visibility of these defects.
Scatter diagrams are particularly useful in detecting the degree of linear
relationship between two variables. This linear relationship is also called
a.
b.
c.
d.
e.
27.
Control chart
Pareto analysis
Checklist
Flowchart***
Scatter diagram
A checklist is a list of common defects and
a.
b.
c.
d.
e.
26.
Checklist
Control chart
Scatter diagram
Flow chart***
Process chart
Correlation***
Heteroscedasticity
Agreement
Disagreement
Causality
A technique used to identify quality problems based on their degree of
importance is
a.
b.
Deming
Pareto***
c.
d.
e.
28.
A chart showing the number of defects that result from different causes
would be used in
a.
b.
c.
d.
e.
29.
Scatter diagram
Control chart
Histogram***
Flow chart
Process chart
Who is often referred to as the father of quality control?
a.
b.
c.
d.
e.
31.
Pareto analysis***
Flowcharts
Cause-and-effect diagrams
Benchmarking
Control charts
Which of the following shows the frequency distribution of observed values
of a variable.
a.
b.
c.
d.
e.
30.
Davis
Crosby
Juran
W. Edwards Deming***
Joseph Juran
Philip Crosby
Martin Marietta
Count Pareto
Deming pointed out that 85% of quality problems are caused by
a.
b.
c.
d.
e.
Worker error
Numerical quotas
Processes and systems***
Carelessness
Suppliers
32.
What did Deming believe is the key to improving quality?
a.
b.
c.
d.
e.
33.
Which of the following is not attributed to Philip Crosby?
a.
b.
c.
d.
e.
34.
The concept of the quality trilogy***
The phrase “Do it right the first time.”
Stressed the idea of prevention of defects
The notion of zero defects
The phrase “Quality is free.”
The most important factor in the success or failure of TQM efforts is
a.
b.
c.
d.
e.
35.
Employee training
Process design
Properly functioning equipment
Having good suppliers
Improving the system***
Getting started quickly
The use of statistical process control
The genuineness of the organization’s commitment***
The use of cause-and-effect diagrams
Employee training
A company cannot achieve high quality if
a.
b.
c.
d.
e.
Marketing understands the changing needs and wants of customers by
working closely with them
Finance translates general definitions of quality into vague dollar
terms***
Accounting has accurate costing methods
Engineering properly translates customer requirements into specific
engineering terms
Human resources hires employees with skills necessary to work in a
TQM environment
Homework: TQM - Managerial
1. Is the goal of Six Sigma quality realistic for services such as Blockbuster Video
Stores?
A goal of Six Sigma can also be used for services. The one area where Six Sigma maybe
difficult is that many aspects of service quality are based upon customer perception--for
example--the courtesy of the clerk. In spite of all efforts, someone may perceive that the
clerk was not courteous. But in spite of this problem, every effort should be made to attain
Six Sigma in both manufacturing and service settings.
2. The typical computerized word processing package is loaded with poka-yokes.
List three. Are there any others you wish the packages had?
When exiting the word processor, a prompt asks whether or not you want to save the
document. (ii) Many word processors will make backup files at various points in time. (iii)
Many word processors will automatically correct certain words when they are misspelled,
such as “the.” Word processors have made tremendous strides in this area. Although it
would be nice if the word processor checked the form of a word like “to,” too,” and “two.”
3. Shingo told a story of a poka-yoke he developed to make sure that operators
avoided the mistake of putting less than the required four springs in a push
button device. The existing method involved assemblers taking individual
springs from a box containing several hundred, and then placing two of them
behind an ON button and two more behind an OFF button. How could you pokayoke this operation?
One common poka-yoke is part kitting. By kitting individual boxes of four springs, operators
could make sure no springs remain in the box after the assembly operations.
Exercise: TQM - Managerial
Consider the following basic definition of service quality:
Excellent quality
Good quality
Poor quality
Very poor quality
=
=
=
=
you
you
you
you
would
would
would
would
highly recommend this service
recommend this service
not recommend using this service
recommend against using this service
Choose one of the following service situations:
Auto brake job
Executive search firm
Financial planning
Used car sales
Landscaping
Federal Express
Temporary office help agency
Public utility (elec. or gas)
Trash pickup-city or private
U.S. Army combat unit
Pet grooming
Hospital emergency room
Purchasing dept. in mfg firm
Information systems
department
American Express Card
Catered wedding
Computer repair
Theme park
U.S. Postal Service
State auto license bureau
Movie theater
Nursing care
Dome stadium
Pre-school
Gambling casino
Barber/beauty shop
Security service
Photo developing
One-day training seminar
City police department
Rock concert
Travel agent
Interior decorating
Car wash
Airline
Defense attorney
Dry cleaner
Accounting firm
Bank checking account
Mexican restaurant
Newspaper
Student copy service
......or choose any other service not on the list ( but check with the me for an OK).
Specific Service Chosen:
Explain All Your Answers – “Yes” or “No” is not acceptable.
1. Is there a physical product involved? Which is dominant, the product or the
service?
Physical products involved in airlines and restaurants are food and seating.
2. How unique or how standardized is the product and/or service from the same
company from one time to the next?
A car wash is standardized, while an emergency room visit is customized.
3. Give three specific examples of characteristics of the product and/or service
that would determine how well the quality of the service is rated.
Speed, courtesy, taste, comfort, etc.
4. Is the customer involved in the production and delivery of the service? How?
The customer is typically involved in the service industry. They come to place the order – make
their selections – and then wait for the service. For example, they are part of production and
delivery when they are getting a haircut – decide what to have done and have it done.
5. What is an example of a critical defect? a major defect? a minor defect?
Critical defect is the worst possible problem (i.e. plane crash, food poisoning, hair falls out).
Major defect is a bad problem, but not as bad as a critical defect (i.e. hair turns orange, plane
is stuck on runway for hours and runs out of food and drinks). Minor defect is just a small
problem (i.e. plane is a few minutes late, wrong change is given)
6. Give two or more examples of the cost(s) of a defect for the company?
A defect may mean payments for a lawsuit settlement, lost customers, and the cost of repairing
the item.
7. After the service is delivered, is corrective action possible? restitution?
Many times both are possible. The wrong hair color can be fixed. We can give a refund of the
cost of the hair coloring.
8. Is service quality most affected by the contact employee, by technology, or by
management? Explain your choice.
It depends on the service chosen.
9. Is service quality the same as customer satisfaction?
They are not the same. Service quality factors can affect satisfaction.