In a total quality setting, quality is defined by the customer. When quality is defined by the customer, the following factors apply.

Select one or more:

a.

Reliable customers are the most important customers.

b.

Customer satisfaction is ensured by producing high-quality products.

c.

The customer must be the organisation's top priority.

d.

New customers are crucial to long term organisational survival.

Failure mode and effect analysis is used to.

Select one or more:

a.

Analyse a process.

b.

Alert an operator to a change in the process.

c.

Observe results over time.

d.

Rank potential product or process failures for elimination.

e.

Experiment with a process.

f.

Study a process.

Team leaders perform the following functions.

Select one or more:

a.

Serve as the contact between the team and the organisation.

b.

Ensures records of team correspondence, agendas and action items are kept up to date. These tasks can not be delegated.

c.

Motivate, monitor and mentor other team members.

d.

Serve as a full team member.

Which of the following statements are true?

Select one or more:

a.

With total quality - employees are empowered to contribute to i) the creative process of identifying problems and ii) finding better solutions and iii) decision making.

b.

With total quality - employees are empowered to make decisions without management involvement.

c.

With total quality - employees are involved in decision making.

d.

With total quality - employees are involved in the creative thought processes that precede decision making.

Which of the following is a prerequisite for quality management empowerment?

Select one or more:

a.

Employees understand their role in the decision making process.

b.

Employees understand how they fit into the operations of the organisation, its business and strategy.

c.

Employees are good at critical thinking.

d.

Employees must be good planners.

e.

Employees must obey orders.