6. This pertains to a set of functions or activities within an organization that work together to achieve organizational goals that is important to Deming's TQM principles. a. system b. variation c. psychology d. theory of knowledge 7. Quality control includes the units of measurement, standards of performance, interpreting the difference between actual performance and the standard and others. This principle is essential in the philosophy of (_). a . Frederick Taylor b. Philip B. Crosby c. Joseph M. Juran d. Dr. Edwards Deming 8. He called his philosophy "Absolutes of Quality Management and the Basic Elements of Improvement of Improvement." a. Frederick Taylor Mgt 21 / CBM 101 - Operations Management (TQM) 20 b. Philip B. Crosby c. Joseph M. Juran d. Dr. Edwards Deming 9. In 1920, he became popular among the Japanese executives after his consecutive lectures on quality management but he was unknown in the United States. a . Frederick Taylor b. Philip B. Crosby c. Joseph M. Juran d. Dr. Edwards Deming 10.He states that interpretation should be based on facts, statistics and other empirical data that would enhance productivity. a. Frederick Taylor b. Philip B. Crosby c. Joseph M. Juran d. Dr. Edwards Deming II. True or False. 1. According to Deming's theory, the four components of TQM are system, psychology, variation and mathematics. 2. Juran and Deming both worked for Western Electric in the 1920s. 3. Crosby is the one who claims that "Quality is free." 4. The origin of TQM can be traced during the 12th century. 5. Juran's theory has three components namely, quality planning, quality control, quality improvement. 6. Compliance is necessary for achieving excellence in quality according to Deming's philosophy. 7. The term TQM was not used until 1970 . 8. Productivity and quality can't be accomplished at the same time according to Total Quality perspective. 9. Zero defects should be the top priority of TQM according to Juran's philosophy. 10.Top managers should realize that variation is natural and should be managed according to Deming's philosophy. III. Multiple Choice. 1. This is one of Crosby's principles in TQM. a. The only performance measurement is the cost quality. b. Variation should be accepted but managed appropriately. c. Both A and B d. Neither A nor B 2. Juran concentrated on two levels in the pursuit of quality. These are, a. the mission of the firm as a whole is to achieve high product quality. b. the mission of each individual department in the firm is to achieve high Mgt 21 / CBM 101 - Operations Management (TQM) 19 production quality. c. Both A and B d. Neither A nor B 3. How does the traditional view treat quality? a. Quality is measured by establishing new benchmarks and continuous developments. b. Quality is measured in terms of acceptable quantifiable standards. c. Both A and B d. Neither A nor B 4. Which one is included in the criteria of defining quality based on most studies. a. consistency b. time c. effort d. none of these 5. Which one is not included in Deming's 14 Points for Management? a. Improve constantly and forever the system of production and service. b. Institute training for the top executives only. c. each and institute leadership. d. Drive out fear and create trust. 4. What makes BMW a successful company? a. They let their employees talk over lunch about new ideas. b. Top executives are autocratic. c. Both A and B d. Neither A nor B 5. The motto "Positively Outrageous Service" is the guiding principle of this company. a. General Electric b. Microsoft Inc. c. BMW d. Southwest Airline 6. This essential component of TQM deals with the various activities of the organization. a. customer focus b. continuous improvement c. leadership qualities d. process orientation 7. This component is the lifeblood of the company. a. customer focus b. continuous improvement c. leadership qualities d. process orientation Mgt 21 / CBM 101 - Operations Management (TQM) 29 8. Bhattacharyya (2006) is proposing this type of leadership should be implemented by top executives in the new generation. a. participative b. instructional c. moral d. transformational 9. As a reflection of its tremendous success, this company has produced numerous electronic devices and appliances for the improvement of the quality of life of the consumers. a. General Electric b. Microsoft Inc. c. BMW d. Southwest Airline 10.Which one is true about the components of the TQM? a. These components are autonomous from one another. b. Customer satisfaction is not directly related to productivity and efficiency. c. Effective leaders are expected to establish harmonious relationship with the suppliers. d. Process orientation is viewed as the most important component of TQM. I. Essay. 1. Discuss briefly the impact of the components of TQM to the company"s success. 2. How do the components of TQM relate with one another in the attainment of productivity and efficiency? II. True or False. 1. The gesture of the top management of encouraging everybody to participate in a consultative manner is not effective in empowering the workers. 2. Bhattacharyya (2006) claims that most founders of entrepreneurs would usually fail because of the inability to become an effective leader. 3. The concept of empowerment is dependent purely on financial matters according to TQM principles. 4. The democratic approach tends to give every employee the much needed respect and accountability for the growth of the company, which adheres to empowerment. 5. An entrepreneur has to learn on how to become an effective leader to attain higher rate of success in business. 6. Thomas Edison is the founder of BMW. 7. GE"s slogan is "Imagination at Work", which marked the creative innovations of the said company. 8. TQM principles suggest that once a company has achieved a certain level of quality, it no longer needs further improvements. 9. Yang (2008) states that the rate of success in terms of business performance can be observed clearly with the use of transformational style with higher entrepreneurial orientation than the other styles of leadership. 10.Southwest Airline adheres to the principle "learning culture in action." III. Multiple Choice. 1. What is the main role of suppliers to the organization? a. They provide customers to the company. b. They are the institutions that provide the necessary support for the Mgt 21 / CBM 101 - Operations Management (TQM) 28 survival of the company. c. They give continuous improvement. d. They provide empowerment to the employees. 2. It is a type of leadership where the sources of influence are expert knowledge and positional power. a. participative b. instructional c. moral d. transformational 3. Which one is true about the entrepreneurship and leadership? a. Entrepreneurship is about innovation while the climate within the organization is highly dependent on the leadership style. b. Managing is completely in the hands of the entrepreneurs while leaders only take care of the employees. c. Both A and B d. Neither A nor B 4. What makes BMW a successful company? a. They let their employees talk over lunch about new ideas. h Tannunnutivan arn nutannontin Module Test III Name: DLC: Score: I. Essay. 1. Discuss critically the importance of awards and standards in obtaining total quality management. Which of the two is more important? 2. Between Wal-Mart and Pepsi, which of the two has implemented effective management strategies? Discuss your answer. II. Identification. 1. It is a set of international quality standards and a certification demonstrating that companies have met all the standards specified. 2. It is used to demonstrate the conformity of quality management systems to meet customer requirements. 3. The method is aimed to improve the cross-functional value delivery streams. 4. It is a Japanese award given to companies to recognize their efforts in quality improvement 5. It pertains to the "maximum time per unit allowed to complete a process in order to meet customer demand. 6. It refers to "a complete business system for organizing and managing product development, operations, suppliers, customer relations, and the overall enterprise that requires less capital, material, space, time or human effort to produce products and services with fewer defects to precise customer desires, compared with traditional modern management." 7. The first step in this method is the sorting stage wherein it is required to arrange the contents of the workplace and eventually do away with all unnecessary items 8. In this tool, there is a specific time allotted to a certain stage of the whole process, and after the allotted time, the item has to move to the next stage. 9. Who is the founder of Wal-Mart? 10.What company that has survived due to the employment of lean management? Operations Management (TQM) Module Test IV Name: DLC: Score: I. Essay. 1. Discuss critically the importance of using various tools of total quality management in enhancing productivity and efficiency in business organizations. Which do you think is the most effective? 2. Are some tools more important than others? Would you use these tools separately or together? Give some examples of tools that could be used together. II. Identification. 1. They are often called fishbone diagrams because they look like the bones of a fish. 2. It is another way companies implement continuous improvement is by studying business practices of companies considered "best in class." 3. The circular nature of this cycle shows that continuous improvement is a never-ending process. 4. It is a useful tool for translating the voice of the customer into specific technical requirements. 5. It is a list of common defects and the number of observed occurrences of these defects. 6. These charts are used to evaluate whether a process is operating within expectations relative to some measured value such as weight, width, or volume. 7. These are graphs that show how two variables are related to one another and useful in detecting the amount of correlation, or the degree of linear relationship, between two variables. 8. It is a chart that shows the frequency distribution of observed values of a variable. 9. This concept has often been called the 8020 rule and has been extended to many areas. 10.It is a schematic diagram of the sequence of steps involved in an operation or process. 1. What year did the International Organization for Standardization (ISO) formulate and publish its first set of standards for quality management called ISO 9000 ? a. 1987 b. 1988 c. 1989 d. 1990 2. The 10-Foot Rule is another innovative policy that this company has implemented to effectively serve its customers. a. Wal-Mart b. Pepsi c. Coke d. General Electric 3. It specializes in the functionality of the process for the organization. a. TQM b. Six Sigma c. Both A and B d. Neither A nor B 4. This component of Six Sigma focuses on the company's resources: right support, right people, right project, and right tools, on identifying and improving performance metrics that relate to bottom-line success. a. Strategic Deployment b. Customer and Market Focus c. Information and analysis d. Strategic Planning 5. A company that won the Malcolm Baldrige National Quality Award. a. Xerox b. Microsoft Inc. c. Both A and B d. Neither A nor B 6. Six Sigma believes that a. true commitment is driven by true understanding. b. pure profit making c. more is better d. quantity over quality 7. The Japanese considered him such an important quality guru that they named the quality award after him. a. Frederick Taylor b. Philip Crosby c. Joseph M. Juran d. Dr. Edwards Deming 8. The main objective of this institution was to objectively document the processes of the organizations that are relevant in attaining quality products and services. a. ISO b. Deming Prize Award c. Noble Prize d. Malcolm Baldrige National Quality Award 9. Which statement is true about the relationship of TQM and Six Sigma? a. Both adhere to pure profit making. b. TQM is slightly different from Six Sigma. c. TQM has more clear guidelines than Six Sigma. d. TQM completely contradict the principles of Six Sigma. 10.Which one is true about the Pepsi and Wal-Mart? a. both companies survived recession because of lean management. b. Pepsi adhered to Six Sigma while Wal-Mart complied with lean principles. c. Wal-Mart and Pepsi followed the main objectives of TQM. d. Both companies won the Deming Prize Award. III. Multiple Choice. 1. One of the main strengths of Google is a. relying on advertisements posted in its browsers and the number of users surfing on it. b. violating the rights of privacy in the Internet. c. allowing the users to download files for free even if they should be paid. d. none of these 2. The Enron Company has failed in its operation because of a. the corporate culture that allows unethical practices to be conducted by the employees in the name of competitiveness. b. top officials are kind leaders. c. employees are not competitive d. none of these 3. One of the strategies that made Ford Motor became successful is a. Its concentration on advertisements through billboards and posters. b. The engineering team is trained to prioritize customer responsiveness which refers to the ability to respond to customers' desires quickly about the traits of the product. c. through the emergence of e-commerce. d. none of these 4. Ritz Carlton is successful because a. It offers very low price for its services. b. It operates in Europe. c. It has tremendous support from financial institutions. d. none of these 5. The main problem of WorldCom is a. its ineffective advertisements. b. low demand for its services. c. ethical conduct of its top officials. d. none of these 6. One of the weaknesses of eBay is a. weak connection with suppliers b. it did not improve in the recent years. c. its misspelling of item descriptions d. none of these 7. eBay and Amazon.com believe in the principle that a. everything would follow if the users or consumers are prioritized. Mgt 21 / CBM 101 - Operations Management (TQM) 31 b. profit making is very essential in business. c. books are more profitable than selling toys online. d. none of these 8. Ritz Carlton and Ford Motor are the same in one thing, which is a. the two companies have strong connections with the government for financial assistance. b. the two companies are very dependent on advertisements in their pursuit of profit. c. the two companies have founders who have strong vision and leadership qualities. d. none of these 9. Which one is true about ethics and profit making in business? a. Morality is more important than profit making. b. Profit making is more important than morality. c. Both morality and profit making are essentials in business. d. none of these 10.WorldCom has encountered many problems mainly because of a. The CEOs favored profit making than abiding to ethical standards. b. The company's accountants are award winners. c. The company is a model because it is seriously with social responsibility. d. none of these