PRELIM - LESSON 1

Question 1

make up of the whole

Answer 1

TOTAL

Question 2

degree of excellence a product or services provides

Answer 2

QUALITY

Question 3

a process of planning, organizing, directing and controlling

Answer 3

MANAGEMENT

Question 4

implies that all employees in the organization, from development to production to fulfillment, are obligated to improve operations.

Answer 4

TOTAL

Question 5

is one that recognizes that everyone in the organization
contributes in one form or another to the end product or service to the customer.

Answer 5

TOTAL PROCESS

Question 6

means that every function and every level in the organization is involved in the process: school leadership, school operations, the classroom, the curriculum, etc.

Answer 6

EVERYONE

Question 7

starts with understanding customer needs and ends when those needs are satisfied.

Answer 7

QUALITY

Question 8

simply meeting the customers’ requirements.

Answer 8

QUALITY

Question 9

is often used to signify “excellence” of a product or a service.

Answer 9

QUALITY

Question 10

defines quality as ‘the totality of features and characteristics of a product or service that bears on its ability to meet a stated or implied need.’

Answer 10

ISO (INTERNATIONAL ORGANIZATION FOR STANDARDIZATION)

Question 11

meeting specifications

Answer 11

PRODUCER’S PERSPECTIVE

Question 12

Efficiency and cost effectiveness

Answer 12

PRODUCER’S PERSPECTIVE

Question 13

• Consistency and reliability
• Continuous improvement
• Customer feedback

Answer 13

PRODUCER’S PERSPECTIVE

Question 14

is to consider quality characteristics with price considerations

Answer 14

CONSUMER’S PERSPECTIVE

Question 15

getting maximum quality features while having prices as the focus point is the motto of ______.

Answer 15

MAXIMUM CONSUMERS

Question 16

the quality is to conform to the specifications with cost considerations.

Answer 16

PRODUCER’S PERSPECTIVE

Question 17

providing maximum quality features while having minimum cost is the focus point for ________/______.

Answer 17

PRODUCERS/MANUFACTURERS

Question 18

It ensures error free products.

Answer 18

APPLICATION OF QUALITY FOR CONSUMERS

Question 19

It enhances the development of new or innovated products.

Answer 19

APPLICATION OF QUALITY FOR CONSUMERS

Question 20

It helps to give warranty or guarantee of products.

Answer 20

APPLICATION OF QUALITY FOR CONSUMERS

Question 21

It enables good customer service.

Answer 21

APPLICATION OF QUALITY FOR CONSUMERS

Question 22

It promises timely delivery.

Answer 22

APPLICATION OF QUALITY FOR CONSUMERS

Question 23

It helps in getting all the desired features in products and services.

Answer 23

APPLICATION OF QUALITY FOR CONSUMERS

Question 24

helps in getting satisfaction after the use of products and services.

Answer 24

QUALITY

Question 25

The concept of quality management starts from the _______________.

Answer 25

TOP MANAGEMENT

Question 26

It is the _______________ which initiates the quality concept in an organization.

Answer 26

TOP MANAGEMENT

Question 27

creates a culture in the organization where everybody is responsible for the quality.

Answer 27

TOP MANAGEMENT

Question 28

The commitment for quality is must from __________ side.

Answer 28

TOP MANAGEMENT

Question 29

is responsible for the quality planning, quality production, quality delivery, quality after-sale service etc.

Answer 29

EMPLOYEES

Question 30

supply machines and raw material to the company. Suppliers play an important role as far as quality of product is concerned.

Answer 30

SUPPLIERS

Question 31

insinuates that this methodology should be a focused effort.

Answer 31

MANAGEMENT

Question 32

should provide funding, training, staffing, and clearly defined goals to actively manage product and service quality on an ongoing basis.

Answer 32

LEADERSHIP

Question 33

Determining courses of action

Answer 33

PLANNING AND DECISION MAKING

Question 34

Coordination of activities and resources

Answer 34

ORGANIZING

Question 35

managing and motivating people

Answer 35

LEADING

Question 36

is a management technique based on the idea that all “employees continuously improve their ability to provide on-demand products and services that customers will find of particular value.”

Answer 36

TOTAL QUALITY MANAGEMENT

Question 37

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 37

TOTAL QUALITY MANAGEMENT

Question 38

is a comprehensive management approach that works horizontally across an organization, involving all departments and employees and extending backward and forward to include both suppliers and customers.

Answer 38

TOTAL QUALITY MANAGEMENT

Question 39

is a set of management practices throughout the organization, geared to ensure the organization consistently meets or exceeds customer requirements.

Answer 39

TOTAL QUALITY MANAGEMENT

Question 40

places strong focus on process measurement and controls as means of continuous improvement.

Answer 40

TOTAL QUALITY MANAGEMENT

Question 41

is the art of managing the whole to achieve excellence.

Answer 41

TOTAL QUALITY MANAGEMENT

Question 42

covers all the set rules, regulations, guidelines and principles that contribute in improving the organization continuously.

Answer 42

TOTAL QUALITY MANAGEMENT

Question 43

is a continuous process of improvement for individuals, groups of people and the whole organization. It is the application of quantitative methods and human resources to improve all the processes within an organization to satisfy the needs of customers consistently.

Answer 43

TOTAL QUALITY MANAGEMENT

Question 44

TQM starts from top management.

True or False?

Answer 44

TRUE

Question 45

Only the top management can create an environment that develops team-oriented environment and creates quality oriented culture that can prevent problems and continually improve.

True or False?

Answer 45

TRUE

Question 46

All the employees have to work consistently as a team in one direction to improve all the processes in the organization.

True or False?

Answer 46

TRUE

Question 47

It is part of a strategic planning and thinking.

Answer 47

CHARACTERISTICS OF MANAGEMENT

Question 48

It is customer focused/customer oriented

Answer 48

CHARACTERISTICS OF MANAGEMENT

Question 49

It is a teamwork

Answer 49

CHARACTERISTICS OF MANAGEMENT

Question 50

Teams can be formed vertically and horizontally.

True or False?

Answer 50

TRUE

Question 51

When top management is involving the lower-level employees it is _______.

Answer 51

VERTICALLY

Question 52

when the different departmental employees are involved then it is ___________.

Answer 52

HORIZONTALLY

Question 53

Teams are _____________ when the employees of other organizations are involved (like employees of banks, suppliers, audit companies, consultants etc.)

Answer 53

INTER-ORGANIZATIONAL

Question 54

Every employee is involved in quality improvement aspect

TRUE OR FALSE

Answer 54

TRUE

Question 55

Every employee is responsible for the success of TQM. If all the employees are determined and committed for the quality products and services, then only quality could be delivered.

TRUE OR FALSE

Answer 55

TRUE

Question 56

ensures superior quality products and services.

Answer 56

QUALITY MANAGEMENT

Question 57

is essential for customer satisfaction which eventually leads to customer loyalty.

Answer 57

QUALITY MANAGEMENT

Question 58

help an organization to design and create a product which the customer actually wants and desires.

Answer 58

QUALITY MANAGEMENT TOOLS

Question 59

ensures increased revenues and higher productivity for the organization.

Answer 59

QUALITY MANAGEMENT

Question 60

helps organizations to reduce waste and inventory

Answer 60

QUALITY MANAGEMENT