Total Quality Management Practice Test 3

1. Which values does an effective leader focus on?

Teamwork

Trust and respect of individuals

Openness

Disintegration

2. Which of the following is not the duty of the Quality Council?

To establish the multi-functional project and departmental teams and monitor their progress

To determine continually those projects that improve the processes affecting customer satisfaction

To prevent establishing/revising the recognition and reward system periodically

To perform and monitor the performance measure of each functional area

3. Motivation is the process of attempting to influence others to do their work through the possibility of getting rewards. Who gave this definition of ‘motivation’?

Deming

Crosby

E.F.L. Breach

Edwin B. Flippo

4. Quality leaders support benchmarking.

False

True

5. Which of the following is false regarding quality leaders promoting teamwork?

Discourage involvement

Create involvement

Active participation of everyone

Multidisciplinary teamwork

6. Improvement activities in strategic quality planning are focused on activities critical to success.

False

True

7. Cross-functional teams discuss complex problems and break them down into parts and refer these to departmental teams and work teams of respective functions for further solution.

True

False

8. Cross-functional teams are formed to solve complex problems.

True

False

9. The long-term direction of the organization in which it wants to proceed in the future is known as __________

Short-Term Planning

Strategic Planning

Operational Planning

Contingency Planning

10. ________ defines activities which occur within an organization that ensures a customer is not only satisfied but also retained.

Customer delight

Customer satisfaction

Customer care

Customer needs