Introduction to Total Quality Management (TQM)

Who determines the level of quality of a product/service?

• The supplier

• The CEO

• The quality control manager

• The customer

What processes might an organisation implement to improve quality?

• Team building exercises

• Employee training

• Upgrading computers/software

• Relocation of premises

Who determines the success of quality improvement measures?

• External auditor

• Customer

• Employees

• Line manager

Who needs to be involved in the process of TQM?

• Customer facing employees

• Senior management

• Board of directors

• All members of the organisation

How can total employee commitment be obtained?

• Encouragement

• Empowerment

• The provision of a suitable environment

• The provision of financial incentive

Which words describe the suggested approach to TQM?

• Logical

• Systematic

• Creative

• Strategic

How should quality be integrated into a strategic plan?

• As and when neccessary

• At key review points

• As part of an organisational goal

• As a core component

Which of the following statements describe the process of TQM?

• A phased organisational activity

• A continual process

• A way to more effectively meet stakeholder expectations

• A way to improve staff morale

TQM requires the continual collection and analysis of data in order to....

• Improve decision making accuracy

• Allow prediction based on past history

• Improve marketing capabilities

• Improve internal communication

What is the key skill required for successful organisational change?

• Leadership

• Motivation

• Communication

• Engagement