1. Also called the Deming wheel after its originator .

Plan-Do-Study Act cycle

2. Described leadership as one who instill purpose, not one who controls by brute force
James McGregor
3. The amount of time and effort a buyer invests in the search, evaluation, and decision process of
customer behaviour Involvement
4. The customer’s preference for a business; usually expressed in regular purchases from the business.
Customer loyalty
5. The practice of keeping customers by building a long term relationship customer retention
6. The current number of customers who have used or are expected to use the service each year.
customer base
7. Spread news by people telling each other word-of-mouth d
8. To satisfy the customer’s wishes and goals To meet expectations
9. To fail to satisfy the customers wishes and goal To fall below expectation
10. The degree of excellence in a product or the provided services Quality
11. To go beyond, as in measure, quality, value, action, power and skill Exceed
12. These documents need to reviewed and updated to ensure the content is accurate Document Control
13. A performance assessment in which companies identify which customers are leaving and measure
the rate at which they are leaving customer detection
14. A measurement used to quantify the degree to which a customer is happy with a product, service , or
experience. Customer Satisfaction
15. When a customer returns to a business Repeat business
16. It implies that everyone associated with the organization is committed towards continual
improvement of the organization through customer satisfaction Total Quality Management
17. A person who guides or directs a group of people Leadership
18. The Malcolm Baldridge National Quality Award was established in 1987
19. Developed “14 points “ to guide companies in quality improvement W. Edwards Deming
20. Collect data and evaluate against objective Study
21. It represents continual improvement to the process of converting inputs into outputs and customer
satisfaction Continuous improvement
22. It needs to be identifiable (labeled), stored, protected (uncorrupted), retrievable (you need to use the
data), retained (backed-up), but disposed of when obsolete. Record Control
23. It translate customer preferences into specific product characteristics Quality Function Deployment
24. It implies honesty, morals, values, fairness, and adherence to the facts and sincerity Integrity
25. The dominant form of communication in an organization downward communication
26. The process of detecting mistakes in operational outputs such as products and services. This can
involve testing every single output, such as the products off an assembly line.Quality Control
27. Supply chain management should be such that there are no excess materials Inventory waste
28. Benchmarking can also throw light on the areas where the organization is doing much better than
what is observed in the market.. Leveraging Strength Areas
29. Tools typically taught to problem solving teams Seven Tools of Quality Control
30. The discipline concerned with good and bad in any situation Ethics
31. The Guru who introduced the concept of zero defects Philip Crosby
32. The ability to produce products uniformity regardless of manufacturing conditions
Quality Robustness
33. A group of 6-12 3mployees from same work area Quality Circles
34. Information is used to support an effective and efficient organization operation Document
35. Tools for generating ideas, tools to organize the data, and tools for identifying problems are the tools
of. Tools of TQM
36. It is generated in the “do” phase of PDCA Record
37. The machinery should be kept in smooth working condition by periodic and preventive maintenance
to eliminate processing waste. Processing waste
38. Identify and prove the need for improvement from the existing performance levels even though they
meet the target, and devise means and ways to achieve new target and implement them successfully
Quality Improvement

1. A benchmark report where companies choose to look at a company or companies that they aspire to
be like.- Best Practices TRUE
2. Benchmarking provides organization with valuable data on the last technology, and processes
followed in the business environment -Cost Deficiency False Cost efficiency
3. Record is consists of any data you collect during the operation of your business QMS TRUE
4. Total quality management fails because top management sees no reason for change TRUE
5. Philip Crosby developed the phrase “Do it right the first time” TRUE
6. A manager strengthens and inspires the followers to accomplish shared goals FALSE LEADER
7. Better Leaders have good leadership and there are certain qualities or characteristics of people who
make good leaders GOOD FALSE
8. Operation manager must recognize the tangible component services ia important, the service process
is important, the service is judged against the customer’s expectations will occur TRUE
9. Inspection involves examining items to see if an item is good or defective TRUE
10. The association can then provide benchmarking and best practice reports for the membership. Is
called Collaborative Benchmarking TRUE
11. Deming is a Japanese strategy for continuous improvement Kaizen. FALSE
12. Juran Trilogy is the process of taking the required items that are remaining after the removal of
clutter and arranging them in an efficient manner. FALSE Seiton
13. An American expert Edward Deming helped Japanese to apply concepts of TQM . TRUE
14. Sigma implementation is the statistical definition of a process that is 99.9997% capable, 3.4 defects
per million opportunities FALSE SIX SIGMA
15. It shows that costs increases as the product moves away from what the customer wants TRUE
16. Document is the evidence about a past event – FALSE RECORD
17. Records are facts and should not change TRUE
18. Financial, developmental records, nuclear fuel, human resource, licensing, training, supply chain –
Types of Confidential Record TRUE
19. Document is consists of any information you use to run your company TRUE
20. Customer Loyalty ddepends on the products performance of delivering value relative to the buyers
expectations. FALSE –CUSTOMER satisfaction
 6 TQM Principles and Strategies

1. Service Quality
2. Customer Delight
3. Kano Model
4. Agreed Customer Requirements
5. Customer Perceived Quality
6. Customer Feedback and complaints resolution

8 Principles of ISO 9000

1. Customer focus
2. Leadership
3. Involvement of people
4. Process approach
5. System approach to management
6. Continual improvement
7. Factual approach to decision making
8. Mutually beneficial supplier relationship

1. STUDY & FAMILIARIZE ISO 9000

**********GOOD LUCK ********