TQM: PRELIM (LESSON 1)

PURCHASING 1. Is the task of buying goods of the right quality, in the right quantities, at the right time
and at the right price.

PRODUCT DESIGN 2. It deals with the conversion of ideas into reality.

PRODUCTION MANAGEMENT 3. This deals with decision making related to production processes so
that the resulting goods or services are produced according to specifications.

WORK PROCESSES 4. Sequences of activities that transform inputs into outputs.

INITIAL STAGE 5. In what stage in the design of the work system, where processes need to be
outsourced and identify areas of improvement.

LOCATION OF FACILITIES 6. Is a long-term capacity decision which involves a long-term commitment

about the geographically static factors that affect a business organization

MATERIAL HANDLING 7. Is defined as the art and science of moving, packing and storing of products in
any form.

RIGHT SOURCE 8. Which of the following is NOT the objectives of production management?

QUALITY CONTROL 9. This will aim at the prevention of defects at the source, relies on an effective
feedback system and corrective action procedure.

PLANT LAYOUT 10. It is the configuration of departments, work centers and equipment in the
conversion process.

TQM: PRELIM TOPICS

TRUE 1. The reality of Operations Management believes that there is no universal solution to the
problems in your business.

TRUE 2. Decisions that involve what is to be made and what is to be purchased fall under the
heading of supply chain management.

FALSE 3. The set of activities that create and deliver products to the customer is known as the value
chain.

4.

FALSE 5. Supply chain management is as important as operations management as this how a good
or service is produced and commits management to specific technology, quality that determine much of
the firms basic cost structure.

TRUE 6. Internal failure costs are associated with scrap, rework, and downtime.
 TRUE 7. To obtain a competitive advantage in business, it is necessary to understand customers
need.

FALSE 8. Production is the process of producing intangible goods while manufacturing is the
process of creating both goods and services.

TRUE 9. Operations management is responsible for increasing the organizations efficiency, which
means the company will be able to eliminate activities that do not add value.

FALSE 10. The concept of effectiveness of any organization revolves around the leaders of the
organization.

TRUE 11.Providing multiple distribution channels to customers is one way in catering service needs
to your customer.

FALSE 12. Quality is mostly the business of the quality control staff and not to the ordinary
employees.

TRUE 13. Manufacturing organizations generally have low customer contact.

TRUE 14. The reality principle of operations management adheres that one does have to know
everything in the operation.

FALSE 15. An improvement to quality, in quality management must necessarily to increase costs.
 TQM : MIDTERM ( CHAPTER 3 )
TRUE 1. Inbound logistics is for primary activities in operation.

TRUE 2. Human Resource Management is the support activities in operation.

FALSE 3. Security personnel drive efficiency in organization and increases productivity of the
organization.

FINANCIAL PERFORMANCE 4. Refers to measuring a companys operations and politics in monetary

terms.

TRUE 5. Tracking the ability of the sales staff to bring in new sales from existing customers is an
example of performance measurement.

TECHNOLOGY INTEGRATION 6. Technology affects all aspects of production such as capital, labor, and
customer.

TRUE 7. Procurement is the support activities in operation.

SERVICE 8. The support of customer after the products and services are sold to them.

QUALITY CONTROL 9. It is the entire collection of activities which ensures that the operation will
produce the optimum quality products at minimum cost.

MARKETING AND SALES 10. The identification of customer needs and the generation of sales.

TRUE 11. Information system is pervasive and affects every point in value chain.

TRUE 12. Technology creates value for customers and improve the delivering process.

COMPARATIVE ADVANTAGE 13. A firms ability to produce a good or service more efficiently than its
competitors, which leads to greater profit.

TRUE 14. Distribution of finished goods is known as outbound logistics.

FALSE 15. The ultimate goal of value chain analysis is to minimize value creation while also
monitoring and minimizing costs.

FALSE 16. Technological development is for primary activities in operation.

TRUE 17. Technology can be used to protect information of the organization.

FALSE 18. Marketing strategies provide direction of an organization.

FALSE 19. Infrastructure is for primary activities in operation.

 TRUE 20. Once technology is acquired and used in the business, management should verify
whether it served its purpose or not.

TQM: MIDTERM (QUIZ 2)

FEATURES 1. Dimensions of Product Quality:"The “bells and whistles” of a product."

FEATURES 2. Dimensions of Product Quality:"The product’s primary operating

characteristics."

TIME 3. Dimensions of Service Quality:"How much time must a customer’s wait."

AESTHETICS 4. Dimensions of Product Quality:"It is how the products look, feels, sounds
tastes, or smells."

COMPLETENESS 5. Dimensions of Service Quality:“All items are delivered exactly

according to its prescriptions.”

RESPONSIVENESS 6. Dimensions of Service Quality:"Personnel react quickly to resolve

problems."

MANAGEMENT 7. The system of managing with steps like planning, organizing, staffing,
directing, and controlling.

CONFORMANCE 8. Dimensions of Product Quality:"The degree to which physical and

performance characteristics of a product match pre-established standards."

TQM TOOLS 9. This will help organizations to identify, analyze, and assess qualitative and
quantitative data that is relevant to their business.

PERCEIVED QUALITY 10. Dimensions of Product Quality:"The subjective assessment

resulting from the image, advertising, or brand names."

SERVICEABILITY 11. Dimensions of Product Quality:"The ability to have the product

repaired quickly and easily."

RELIABILITY 12. Dimensions of Product Quality:"The probability of a product’s surviving

over a specified period of time under stated conditions of use."

DURABILITY 13. Dimensions of Product Quality:"The amount of use one gets the product
before it physically deteriorates."
 TIMELINESS 14. Dimensions of Service Quality:"Personnel performed the service as
promised."

ACCURACY 15. Dimensions of Service Quality:"Service performed right the first time."

CONSISTENCY 16. Dimensions of Service Quality:“The same services delivered for every
customer at all times.”

COURTESY 17. Dimensions of Service Quality:"Employees greet each customer

cheerfully."

METHODS 18. A procedure, technique, or a way of doing something, especially in

accordance with a definite plan.

Benchmarking 19. A valuable way of improving your understanding of your business

performance and potential service they purchase.

ACCESSIBILITY & CONVENIENCE 20.Dimensions of Service Quality:"The service is easy

to obtain."

TQM: SELF REVIEW TEST

EXTERNAL MEASURES 1. External factors that impact the business operations.

TIME 2. Dimensions of Service Quality:"How much time must a customer’s wait."

OPERATIONS MANAGEMENT 3. Management of systems or processes related to the

creation of goods and services through transforming input into output.

Assurance 4. Knowledge and courtesy of the service-providers, and their ability to inspire
trust and confidence to customers.

LOCATION OF FACILITIES 5. Is a long-term capacity decision which involves a long-term

commitment about the geographically static factors that affect a business organization.

SERVICEABILITY 6. Dimensions of Product Quality:"The ability to have the product

repaired quickly and easily."

False 7. Infrastructure is for primary activities in operation

FEATURES 8 Dimensions of Product Quality:"The “bells and whistles” of a product."

 QUALITY CONTROL 9. It is the entire collection of activities which ensures that the
operation will produce the optimum quality products at minimum cost.

Differentiation 10. It allows the business to set a premium price for its product or service.

True 11. Human Resource Management is the support activities in operation.

False 12. Change is a principle of operations management that believes in the notion that
there is no universal solution to the problems in ones business.

ACCESSIBILITY & CONVENIENCE 13. Dimensions of Service Quality:"The service is easy

to obtain."

COMPARATIVE ADVANTAGE 14. A firms ability to produce a good or service more

efficiently than its competitors, which leads to greater profit.

False 15. Conversion of inputs lessens the value or utility of the products produced by the
conversion process.

TQM: PRELIM EXAM

TRUE 1. The concept of effectiveness of any organization revolves around the leaders of
the organization.

FALSE 2. The set of activities that create and deliver products to the customer is known as
the value chain.

TRUE 3. Providing multiple distribution channels to customers is one way in catering

service needs to your customer.

SUPPLY CHAIN MANAGEMENT 4.This involves coordinating internal and external operations
to achieve timely and cost-effective delivery of goods throughout the system.

FALSE 5. Production is the process of producing intangible goods while manufacturing is

the process of creating both goods and services.

PLANNING 6. This bridges the gap from where we are, to where we want to go

INITIAL STAGE 7. In what stage in the design of the work system, where processes need to
be outsourced and identify areas of improvement.
 TRUE 8. Operations management concept focused mostly on manufacturing.

TIME UTILITY 9. The quicker the better in total quality management.

FALSE 10. Supply chain management is as important as operations management as this

how a good or service is produced and commits management to specific technology, quality
that determine much of the firms basic cost structure.

FALSE 11.

FALSE 12. Operations refer to a function or system that transforms inputs into outputs of
lesser value.

TRUE 13. The reality of Operations Management believes that there is no universal
solution to the problems in your business.

FALSE 14. Quality is limited to manufacturing function but important in all function areas
throughout the organization.

FALSE 15. Conversion of inputs lessens the value or utility of the products produced by the
conversion process

OPERATIONS MANAGEMENT 16. Management of systems or processes related to the

creation of goods and services through transforming input into output.

COST 17. A key variable that affects pricing decisions, productivity and profits.

PRODUCT DESIGN 18. This will deals with the conversion of ideas into reality.

FALSE 19. Knowledge utility is created by suppressing knowledge to a person.

TRUE 20. The reality principle of operations management adheres that one does have to
know everything in the operation.

FALSE 21. The concept of effectiveness of any organization revolves around the leaders of
the organization.

LAYOUT STRATEGY 22. Requires integrating capacity needs, personnel levels, technology,
and inventory requirements to determine the efficient flow of materials, people, and
information.

TRUE 23. The total quality management seeks to improve quality by eliminating causes of
product defects.
 FALSE 24. An improvement to quality, in quality management must necessarily to increase
costs.

LOCATION STRATEGY 25.

SCHEDULING 26. Determines and implements intermediate and short term schedules that
effectively and efficiently utilize both personnel and facilities while meeting customer demands.

FALSE 27. Production is the process of producing only intangible goods while
manufacturing refers to the process of creating both goods and services.

PRODUCTION MANAGEMENT 28. This deals with decision making related to production
processes so that the resulting goods or services are produced according to specifications.

PURCHASING 29. Is the task of buying goods of the right quality, in the right quantities, at
the right time and at the right price.

TRUE 30. Manufacturing organizations generally have low customer contact.

PRODUCT DESIGN 31. It deals with the conversion of ideas into reality.

MATERIAL HANDLING 32. Is defined as the art and science of moving, packing and storing
of products in any form.

TRUE 33. Operations management is responsible for increasing the organizations

efficiency, which means the company will be able to eliminate activities that do not add value.

TRUE 34. To obtain a competitive advantage in business, it is necessary to understand

customers need.

QUALITY CONTROL 35. This will aim at the prevention of defects at the source, relies on an
effective feedback system and corrective action procedure.

TRUE 36. Manufacturing organizations generally have low customer contact.

TRUE 37. Services are usually intangible whereas goods are tangible.

TRUE 38. Internal failure costs are associated with scrap, rework, and downtime.

QUALITY CONTROL 39. Seeks to improve quality by eliminating causes of product defects
and by making quality the responsibility of everyone in the organization.

FALSE 40.Change is a principle of operations management that believes in the notion that
there is no universal solution to the problems in ones business.