2.4.4 - Quality Management

Question 1

What does quality mean?

Answer 1

Ability of a product or service to meet customer’s expectations

Question 2

What will different customers have?

Answer 2

A different perception of quality

Question 3

What is the view of Total Quality Management?

Answer 3

Sees quality as the responsibility of all employees

Question 4

What is the role of each employee?

Answer 4

Each employee is a link in the chain and treats the next link as though they were an external customer

Question 5

What will a product be passed on down the production line?

Answer 5

Only if it is fully correct

Question 5

What will a product be passed on down the production line?

Answer 5

Only if it is fully correct

Question 5

What will a product be passed on down the production line?

Answer 5

Only if it is fully correct

Question 6

What will a product be passed on down the production line?

Answer 6

Only if it is fully correct

Question 7

What is the philosophy of TQM?

Answer 7

Get it right first time

Question 8

What is kaizen?

Answer 8

A system that concentrates on small, but frequent, improvements in every aspect of the production process

Question 8

What is kaizen?

Answer 8

A system that concentrates on small, but frequent, improvements in every aspect of the production process

Question 8

What is kaizen?

Answer 8

A system that concentrates on small, but frequent, improvements in every aspect of the production process

Question 9

When do improvements take place in a kaizen system?

Answer 9

Any level of the hierarchy which improves the quality of the production service

Question 10

How many members of the work force are involved in a kaizen system?

Answer 10

All and they are encouraged to work in kaizen groups

Question 11

What must workers in a kaizen system be?

Answer 11

Motivated and committed

Question 12

What are quality circles?

Answer 12

Informal groups of workers who volunteer to meet on a regular basis to discuss issue relating to the workplace

Question 13

Why are the workers chosen to form quality circles?

Answer 13

They are involved in the production so will know the best ways to improve it

Question 14

What is quality assurance?

Answer 14

Checking of a product or service at each stage of its production

Question 15

What does quality assurance rely on?

Answer 15

Self checking

Question 16

What is quality control?

Answer 16

Checking of a good or service before it is delivered to a customer

Question 17

What does quality control rely on?

Answer 17

An inspection process?

Question 18

What is important when providing a service or a product?

Answer 18

Quality