ACHIEVEMENT CLUSTER

Question 1

• Refers to individuals’ skills of achieving the task in an excellent manner within or beyond what is expected by people or persons who assigned the task or responsibility

Answer 1

(EFFICIENCY AND QUALITY)

Question 2

is the standard customers seek when buying a product or receiving a service - it is the level of work that is acceptable in the market

Answer 2

QUALITY

Question 3

is the ability of an entrepreneur and its staffs to work well without errors or without wasting time, money, and energy.

Answer 3

EFFICIENCY

Question 4

is a description of the culture, attitude, and organization of a company that strives to provide customers with products and services that satisfy their needs

Answer 4

Total quality

Question 5

is a management philosophy that seeks to integrate all organizational functions (marketing, finance, design, engineering, and production, customer service, etc.) to focus on meeting customer needs and organizational objectives

Answer 5

TQM

Question 6

is a structured approach to overall organizational management. The focus of the process is to improve quality of an organization’s outputs, including goods and services, through continual improvement of internal practices

Answer 6

• Total quality management (TQM)

Question 7

OBJECTIVES OF TQM

Answer 7

• Continuous Improvement
• Prevention of defects
• Customer satisfaction
• Reduced variation
• Employee engagement

Question 8

is a set of methodologies and tools used to improve business processes by reducing defects and errors, minimizing variation, and increasing quality and efficiency.

Answer 8

Six Sigma

Question 9

• The goal of______ is to achieve a level of quality that is nearly perfect, with only 3.4 defects per million opportunities

Answer 9

Six Sigma

Question 10

Six sigma is achieved by using a structured approach called

to identify and eliminate causes of variation and improve processes

Answer 10

DMAIC (Define, Measure, Analyze, Improve, Control)

Question 11

• The ultimate goal of practicing____________ isn’t simply to eliminate waste - it is to sustainably deliver value to the customer

Answer 11

LEAN MANUFACTURING

Question 12

TYPES OF WASTES (MUDA)

Answer 12

• Overproduction
• Waiting/idle time
• Transportation
• Processing
• Excess inventory
• Movement
• Defective products
• Underutilized workers

Question 13

KAIZEN is a Japanese word which consists of two terms
• KAl means “______”
• ZEN means “_______”

Answer 13

CHANGE

GOOD

Question 14

means “Changes done for better improvement in a management system of companies”

Answer 14

KAIZEN

Question 15

means continuous improvement by including all members, higher authorities, managers, and workers

Answer 15

KAIZEN

Question 16

1. Seiri = organization - sort (ELIMINATION)
2. Seiton = tidiness - set in order
   (ORGANIZE)
3. Seiso = shine (CLEAN)
4. Seiketsu = standardize (SCHEDULE)
5. Shitsuke = discipline - sustain (MAKE)
6. Safety

Answer 16

5S

Question 17

is a card containing all information required to be done on a product at each stage along its path to completion and which parts are needed at subsequent processes

Answer 17

Kan-ban

Question 18

These cards are used to control work-in-progress (W.I.P.), production, and inventory

Answer 18

Kan-ban

Question 19

• Are implemented so that defective materials do not get passed through the production

Answer 19

POYA YOKE

Question 20

The obiect of the__________ family of standards is to provide organizations with the guidance and tools needed to ensure that their products and services meet external requirements and drive consistent quality improvement

Answer 20

ISO 9001

Question 21

• Customer Focus
• Leadership
• Engagement of People
• Process approach
• Improvement
• Evidenced-based decision making
• Relationship management

Answer 21

ISO 9001

Question 22

(MBNQA)
• Leadership
• Strategy
• Customers
• Measurement, analysis and knowledge management
• Workforce
• Operations
• Results

Answer 22

MALCOM BALDRIGE NATIONAL QUALITY AWARD

Question 23

• - made up of the whole
• - degree of excellence a product or service provides
• - act, art or manner of planning, controlling, directing

Answer 23

Total

Quality

Management

Question 24

• Produce quality work the first time.
• Focus on the customer.
• Have a strategic approach to improvement.
• Improve continuously.
• Encourage mutual respect and teamwork.

Answer 24

THE CONCEPT OF TQM

Question 25

has been defined as an integrated organizational effort designed to improve quality at every level.

Answer 25

Total quality management (TQM)

Question 26

• The process to produce a perfect product by a series of measures require an organized effort by the entire company to prevent or eliminate errors at every stage in production

Answer 26

Total quality management (TQM)

Question 27

According to international organization for standards defined is a management approach for an organization, centered on quality, based on the participation of all its members and aiming at long-term success through customer satisfaction and benefits to all members of the organization and to the society.

Answer 27

TQM

Question 28

THE THREE ASPECTS OF TQM

Answer 28

COUNTING CUSTOMER CULTURE

Question 29

Tools, techniques, and training in their use for analyzing, understanding, and solving quality problems

Answer 29

COUNTING

Question 30

• Quality for the customer as a driving force and central concern

Answer 30

CUSTOMERS

Question 31

• Shared values and beliefs, expressed by leaders, that define and support quality.

Answer 31

CULTURE

Question 32

THE KEY ELEMENTS OF THE TQM

Answer 32

• Focus on the customer. • Employee involvement • Continuous improvement

Question 33

• It is important to identify the organization's customers. • External customers consume the organization's product or service. • Internal customers are emplovees who receive the output of other employees.

Answer 33

FOCUS ON THE CUSTOMER

Question 34

• Since the quality is considered the job of all employees, employees should be involved in quality initiatives. • Front line employees are likely to have the closest contact with external customers and thus can make the most valuable contribution to quality • Therefore, employees must have the authority to innovate and improve quality.

Answer 34

EMPLOYEE INVOLVEMENT

Question 35

• The quest for quality is a never-ending process in which people are continuously working to improve the performance, speed and number of features of the product or service. . The foundation of total quality is a management philosophy that supports meeting customer requirements through continuous improvement.

Answer 35

CONTINOUS IMPROVEMENT