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business
quality management
Total Quality Management 1st Edition Ramasamy Subburaj - Solutions
Feedback to employees(a) Demotivates them (b) Improve their performance(c) Can be given by peers (d) None of the above
Rewards(a) Are detrimental to the organization (b) Disrupt teamwork(c) Should not be given to teams (d) None of the above
Recognition is conveyed through(a) Appreciation letters (b) Cash awards(c) Oral appreciation in annual meetings (d) All the above
Training program should be(a) Formal activity (b) Evaluated at the end(c) Must for every one (d) All the above
Orientation training should address(a) Objectives of the organization (b) Skills needed for the job in question(c) Specialized trainings on the job (d) All the above
Proper communications is facilitated by(a) Discussions during tea time (b) Newsletters(c) Union meetings (d) None of the above
Every employee should communicate with(a) Peers (b) Subordinates(c) Seniors (d) All the above
Win-win happens(a) When each employee respects the view of other employees(b) Employees criticize the process not the person(c) When teamwork is practiced(d) All the above
Win-lose relationship(a) Generates more output (b) Wastes time(c) Fosters good relationship between colleagues(d) None of the above
The needs and various states of employees according to Maslow are(a) Physiological (b) Esteem(c) Self-actualization (d) All the above
The motivational needs according to Hygiene theory are(a) Salary (b) Security(c) Status (d) None of the above
According to Theory Y, employees(a) Want to learn (b) Want to do difficult and challenging work(c) Develop self-discipline (d) All the above
According to Theory X, people(a) Are lazy (b) Hate to work(c) Don’t take responsibility (d) All the above
5. Customers leave because of(a) Unhappiness with customer service personnel(b) Higher cost(c) Found a provider next door(d) All the above
4. Additional requirements of customers should be(a) Ignored (b) Accepted(c) Accepted with additional price (d) None of the above.
3. Customers service personnel should be(a) Caring (b) Obliging(c) Tactful (d) All the above
2. Difficulties in service industry include(a) Customer is always late (b) Marketing(c) Handling (d) All the above
1. In service industry(a) Understanding customer requirement is easy(b) Each service offering is different(c) Measuring customer satisfaction is easy(d) None of the above
15.Write short notes on Quality requirements for TQM facilitator
14.Write short notes on Give a sequence of events for any improvement action in a TQM company
13.Write short notes on Area wise contribution of quality gurus for TQM
12.Write short notes on Requirements for a winning organization
11.Write short notes on Barriers to TQM
10.Write short notes on Role of TQM facilitator
9.Write short notes on Role of CEO for TQM to happen
8.Write short notes on Organization for TQM
7.Write short notes on Steps involved in TQM planning
6.Write short notes on TQM tools and techniques
5.Write short notes on Employee involvement for TQM to happen
4.Write short notes on Vision, Mission and Quality Policy
3.Write short notes on TQM implementation tips
2.Write short notes on PDSA
1.Write short notes on Communication framework for TQM
21. Benchmarking can be used for prioritizing processes for improvementTrue or False
20. Coaching employees is essential for TQMTrue or False
19. Management By Walking Around (MBWA) is not relevant to TQMTrue or False
18. Schedules shall not be laid down for improvement actions.True or False
17. Consultant should not be employed for implementing TQMTrue or False
16. Study phase precedes plan phaseTrue or False
15. Vertical communication only needed for TQMTrue or False
14. Work instruction do not form part of communications framework of an organizationTrue or False
13. Senior management should be persistent for TQM to happenTrue or False
12. Success stories should not be shared with publicTrue or False
11. Quality Council forms team for process improvementTrue or False
10. Quality Council approves changesTrue or False
9. Middle management may resist involvement of employeesTrue or False
8. Vision statement should be as long as possible.True or False
7. The TQM facilitator should sign quality policy.True or False
6. Vision statement provides strategy for achieving mission.True or False
5. A cross-functional team is better for improvement of processes.True or False
4. Process improvement team is chaired by CEOTrue or False
3. The CEO has to invest time for TQM to happenTrue or False
2. ISO 9000 is not relevant to TQMTrue or False
1. Quality Council is essential for implementation of TQMTrue or False
5. The quality council is chaired by(a) TQM facilitator (b) CEO(c) All the above (d) None of the above
4. The long term objective of the organization is contained in(a) Vision (b) Mission(c) Quality Policy (d) None of the above
3. TQM methodologies include(a) JIT (b) DOE(c) QFD (d) All the above
2. PDSA cycle includes(a) Act (b) Check(c) Cost (d) All the above
1. The leadership for implementing TQM has to remain with(a) Consultant (b) All employees(c) CEO (d) None of the above
14.Explain Briefly Advantages of virtual organization.
13.Explain Briefly Why top management leadership is essential for TQM?.
12.Explain Briefly Do right things.
11.Explain Briefly Right decision making.
10.Explain Briefly DIRFT.
9.Explain Briefly Change and TQM.
8. Explain Briefly Common thread in the 10 strategies for TQM implementation for top management.
7.Explain Briefly Measure for success.
6. Explain Briefly MBWA.
5.Explain Briefly Continuous preventive action.
4.Explain Briefly Proactive management.
3.Explain Briefly Quality values for TQM.
2.Explain Briefly Deming’s 14 points for management .
1.Explain Briefly 9 elements of TQM.
33. Quality should increase productivity.True or False
32. Ignore small gains.True or False
31. Corrective action is better than preventive action.True or False
30. Everyone likes change.True or False
29. Encourage education and self improvement of employees .True or False
28. Employees should not have pride of workmanship.True or False
27. Give numeric targets for productivity.True or False
26. Slogans lead to TQM.True or False
25. Increase barriers between staff areas.True or False
24. Create fear in the organization for TQM.True or False
23. Vendors should be selected on the basis of price alone.True or False
22. Depend on mass inspection.True or False
21. New philosophy is Quality Control.True or False
20. Training is a waste.True or False
19. Preventive action is not a one time activity.True or False
18. Responsibility for quality problems lies with top management.True or False
17. Constancy of purpose of CEO is quite important for TQM to happen.True or False
16. Deming calls for break-down of barriers between staff areas.True or False
15. TQM calls for reactive management.True or False
14. CEO should care for obscure things.True or False
13. Stakeholders will understand economics better.True or False
12. MBWA disrupts peace in the organization.True or False
11. PDSA cannot be applied for implementing measures.True or False
10. TQM is never ending.True or False
9. Virtual organization has no relationship to TQM.True or False
8. Doing right first time does not call for any special efforts.True or False
7. Decision making is a process.True or False
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