Review Quiz: TQM

Examines the management, effective use, analysis, and improvement of data and information to support key organization processes and the organization’s performance management system.

• Measurement, analysis, and knowledge management

• A.     Strategic planning

• A.     Measurement, and knowledge management

• A.     Process management

It refers to the methods used by an organization to address the Baldrige Criteria Item requirements in Categories 1-6.

• Deployment

• Integration

• Approach

What is the first step in the 5S methodology?

• Shine

• Sort

• Standardize

• Set in Order

During which phase of Total Quality Management implementation are goals and objectives established?

• Executing

• Monitoring

• Evaluating

• Planning

Which of the following is not a tool used during the execution phase of Total Quality Management implementation?

• Pareto Charts

• Checklists

• Statistical Process Control

• Flowcharts

It is a technique that measures a company’s performance against the best in industry

• Internal Benchmarking

• 5 Why's

• Benchmarking

• Brainstorming

It is excellent for measuring employee perceptions of TQM in an organization.

• Discussion Group Method

• Survey method

• Award Type Self-Assessment

What is the first step in creating a customer value strategy?

• Developing product features

• Designing a marketing plan

• Analyzing the competition

• Determining customer need

It refers to the harmonization of plans, processes, information, resource decisions, actions, results, and analysis to support key organization wide goals.

• Integration

• Approach

• Deployment

Examines the organization’s performance and improvement in its key business areas: customer satisfaction, financial and marketplace performance, and governance and social responsibility

• Leadership

• Customer Focus

• Result

• Process Management