TQM MIDTERM STUDY GUIDE EXAM QUESTIONS AND ANSWERS
Most of Dr. Deming's 14 points deal with what aspect of work?
a) Running the production line
b) Setting quotas and target
c) Human relations
d) Acquiring the lowest bid for goods and services - CORRECT ANSWER✅✅c) Human relations
3. What forms the basis of the cycle of continuous improvement?
a) Conformance to a standard
b) Plan, do, check, act cycle
c) Intuition
d) Setting targets and quotas - CORRECT ANSWER✅✅b) Plan, do, check, act cycle
What was Frederick Taylor noted for?
a) Believing that variation of the work process and output came from a variety of causes
b) Placing trust in workers
c) Applying the scientific method to work
d) All of the above - CORRECT ANSWER✅✅c) Applying the scientific method to work
True or False.
Variation in a work process arises from every possible cause and not just the worker.
a) true
b) false - CORRECT ANSWER✅✅a) true
David Bohm's work suggests that systems within and without the workplace may be viewed as:
a) Predictable and ordered
b) Independent entities that work together for common purposes
c) Part of an indivisible wholeness
,d) Agents that interact and transform each other through random selection - CORRECT ANSWER✅✅c)
Part of an indivisible wholeness
In the 19th and 20th centuries, what models did business management rely on?
a) Mechanical and scientific
b) Quality management and systematic
c) Statistical process control and employee involvement
d) All of the above - CORRECT ANSWER✅✅a) Mechanical and scientific
. A paradigm is a ______ that defines the boundaries as well as prescribes the rules for operating within
those boundaries.
a) Philosophy
b) Set of rules
c) Game
d) Management theory - CORRECT ANSWER✅✅b) Set of rules
The Japanese added to the practice of Total Quality Management by:
a) Predicting work outcomes and reducing random variation in the system
b) Departing from Western practices by structuring work around Newtonian principles
c) Engaging employees in the process and focusing improvements on pleasing the customer
d) All of the above - CORRECT ANSWER✅✅c) Engaging employees in the process and focusing
improvements on pleasing the customer
New management models focus on accepting and even pursuing change.
a) true
b) false - CORRECT ANSWER✅✅a) true
A good systems thinker, particularly in an organizational setting, is someone who can see four levels
operating simultaneously. These levels are: events, _______, systems, and mental models.
a) Patterns of behaviour
,b) Policies and procedures
c) Organizational charts
d) Results - CORRECT ANSWER✅✅a) Patterns of behaviour
According to the Malcolm Baldrige Quality Award criteria, being customer driven means focusing on:
a) Efficiency
b) Sales volume
c) Customer loyalty and growth
d) All of the above - CORRECT ANSWER✅✅c) Customer loyalty and growth
Which of the following is a characteristic of a system?
a) Fixed boundaries
b) Interdependence
c) Diversity of purpose
d) Fragmented - CORRECT ANSWER✅✅b) Interdependence
In a quality environment, who sets the direction for the organization?
a) All stakeholders
b) Investors
c) Customers
d) Leaders - CORRECT ANSWER✅✅d) Leaders
To understand an organization, it is important to examine:
a) Policy and procedural manuals
b) Informal associations, values, and attitudes
c) The organizational chart
d) All of the above - CORRECT ANSWER✅✅d) All of the above
, What kind of results should a company monitor?
a) Return on investment
b) Customer satisfaction
c) Employee satisfaction
d) All of the above - CORRECT ANSWER✅✅d) All of the above
Information and knowledge are powerful tools in the success of organizations when they are:
a) Produced by the human resource department
b) Accessed by educators and trainers
c) Shared among all employees
d) Used to honour diversity in the workplace - CORRECT ANSWER✅✅c) Shared among all employees
is a new and emerging value for business and quality management.
a) Sustainable development and growth
b) Demonstrating health and safety leadership
c) Building internal and external partnerships
d) All of the above - CORRECT ANSWER✅✅d) All of the above
Performance measures should be:
a) Calculated for all processes, outputs, and results
b) Related to success in the current market
c) Collected, stored, and analyzed by professionals
d) All of the above - CORRECT ANSWER✅✅b) Related to success in the current market
True or False:
In a quality environment, employers show they value their employees through salary
compensation.
a) true
Most of Dr. Deming's 14 points deal with what aspect of work?
a) Running the production line
b) Setting quotas and target
c) Human relations
d) Acquiring the lowest bid for goods and services - CORRECT ANSWER✅✅c) Human relations
3. What forms the basis of the cycle of continuous improvement?
a) Conformance to a standard
b) Plan, do, check, act cycle
c) Intuition
d) Setting targets and quotas - CORRECT ANSWER✅✅b) Plan, do, check, act cycle
What was Frederick Taylor noted for?
a) Believing that variation of the work process and output came from a variety of causes
b) Placing trust in workers
c) Applying the scientific method to work
d) All of the above - CORRECT ANSWER✅✅c) Applying the scientific method to work
True or False.
Variation in a work process arises from every possible cause and not just the worker.
a) true
b) false - CORRECT ANSWER✅✅a) true
David Bohm's work suggests that systems within and without the workplace may be viewed as:
a) Predictable and ordered
b) Independent entities that work together for common purposes
c) Part of an indivisible wholeness
,d) Agents that interact and transform each other through random selection - CORRECT ANSWER✅✅c)
Part of an indivisible wholeness
In the 19th and 20th centuries, what models did business management rely on?
a) Mechanical and scientific
b) Quality management and systematic
c) Statistical process control and employee involvement
d) All of the above - CORRECT ANSWER✅✅a) Mechanical and scientific
. A paradigm is a ______ that defines the boundaries as well as prescribes the rules for operating within
those boundaries.
a) Philosophy
b) Set of rules
c) Game
d) Management theory - CORRECT ANSWER✅✅b) Set of rules
The Japanese added to the practice of Total Quality Management by:
a) Predicting work outcomes and reducing random variation in the system
b) Departing from Western practices by structuring work around Newtonian principles
c) Engaging employees in the process and focusing improvements on pleasing the customer
d) All of the above - CORRECT ANSWER✅✅c) Engaging employees in the process and focusing
improvements on pleasing the customer
New management models focus on accepting and even pursuing change.
a) true
b) false - CORRECT ANSWER✅✅a) true
A good systems thinker, particularly in an organizational setting, is someone who can see four levels
operating simultaneously. These levels are: events, _______, systems, and mental models.
a) Patterns of behaviour
,b) Policies and procedures
c) Organizational charts
d) Results - CORRECT ANSWER✅✅a) Patterns of behaviour
According to the Malcolm Baldrige Quality Award criteria, being customer driven means focusing on:
a) Efficiency
b) Sales volume
c) Customer loyalty and growth
d) All of the above - CORRECT ANSWER✅✅c) Customer loyalty and growth
Which of the following is a characteristic of a system?
a) Fixed boundaries
b) Interdependence
c) Diversity of purpose
d) Fragmented - CORRECT ANSWER✅✅b) Interdependence
In a quality environment, who sets the direction for the organization?
a) All stakeholders
b) Investors
c) Customers
d) Leaders - CORRECT ANSWER✅✅d) Leaders
To understand an organization, it is important to examine:
a) Policy and procedural manuals
b) Informal associations, values, and attitudes
c) The organizational chart
d) All of the above - CORRECT ANSWER✅✅d) All of the above
, What kind of results should a company monitor?
a) Return on investment
b) Customer satisfaction
c) Employee satisfaction
d) All of the above - CORRECT ANSWER✅✅d) All of the above
Information and knowledge are powerful tools in the success of organizations when they are:
a) Produced by the human resource department
b) Accessed by educators and trainers
c) Shared among all employees
d) Used to honour diversity in the workplace - CORRECT ANSWER✅✅c) Shared among all employees
is a new and emerging value for business and quality management.
a) Sustainable development and growth
b) Demonstrating health and safety leadership
c) Building internal and external partnerships
d) All of the above - CORRECT ANSWER✅✅d) All of the above
Performance measures should be:
a) Calculated for all processes, outputs, and results
b) Related to success in the current market
c) Collected, stored, and analyzed by professionals
d) All of the above - CORRECT ANSWER✅✅b) Related to success in the current market
True or False:
In a quality environment, employers show they value their employees through salary
compensation.
a) true
