EXAMINATION TQM 101/ Total Quality Management

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“In order the succeed, we must first believe that we can” -Nikos Kazantzakis-

General Instruction: Read all the questions carefully. Write your answer in your test booklet and
do not write anything in the questionnaire. No cheating allowed.

I. True or False. Write TRUE if the statement is correct and PALATE if otherwise.

1. The Total Quality Management philosophy applies only to production workers.

2. Satisfying the customer includes meeting the requirements of the next person in the production
process.
3. The Japanese term kaizen refers to continuous improvement.
4. The 5W2H approach is a method used for asking questions about a process.
5. The 5W2H approach provides a graphical representation of the key steps in a process.
6. The term quality at the source means making vendors responsible for the quality of purchased
items.
7. Another name for a cause and effect diagram is a fishbone diagram.
8. The terms flow chart and run chart, refer to the same thing.
9. The Pareto chart is based on the idea that few factors usually account for a large percentage of
the total number of cases.
10. Philip Crosby is the “Father of TQM”.

II. Enumeration. Give what is being asked.

A. TQM Gurus (5)

B. Deming’s Philosophy (14)
C. SEA Countries (10)
D. Father of TQM (1)

III. Give the continuous improvement of TQM Transforming an Organization.

FROM TO
Motivation through fear and loyalty -
- Everything begins and ends with customer
Decision based on assumptions/judgment calls -
Attitude: “It’s their problem” -
Attitude: “The way we’ve always done it.” -

III. ESSAY. Explain.

A. “Do the right things right the first time, every time.”

B. Leaders are: BORN OR MADE?

C. “ All leaders are manager, but not all managers are leader”

D. “All Managers are leader, but not all leaders are manager.”

GOD BLESS AND GOOD LUCK!

 EXAMINATION TQM 101/ Total Quality Management
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ANSWERS FOR TQM 101

I. TRUE OR FALSE
1. FALSE
2. TRUE
3. TRUE
4. TRUE
5. FALSE
6. FALSE
7. TRUE
8. FALSE
9. TRUE
10. TRUE

II. ENUMERATION
A. GURUS
1. Walter A. Shewhart
2. W. Edwards Deming
3. Joseph M. Juran
4. Armand Feigenbaum
5. Philip Crosby
6. Genichi Taguchi
7. Kaoru Ishikawa

B. DEMING’S PHILOSOPHY
1. Create constancy of purpose for improvement of product and service.
2. Adopt the new philosophy.
3. Cease dependence on mass inspection.
4. End the practice of awarding business on the price tag alone.
5. Improve constantly and forever the system of production and training.
6. Institute training.
7. Institute leadership.
8. Drive out fear.
9. Break down barriers between staff areas.
10. Eliminate slogans, exhortations, and targets for the workforce.
11. Eliminate numerical quotas.
12. Remove barriers to pride in workmanship.
13. Institute a vigorous program of education and retraining.
14. Take action to accomplish the program.
C. SEA COUNTRIES
1. Philippines
2. Singapore
3. Malaysia
4. Indonesia
5. Laos
6. Cambodia
7. Thailand
8. Vietnam
9. Brunei
10. Myanmar

D. Father of TQM
1. Edwards W. Deming
 EXAMINATION TQM 101/ Total Quality Management
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CONTENT K C Ap An S E TIME %AGE TOTAL
OUTLINE SPENT OF no. of
ITEMS ITEMS
Concepts of 1 1 2 2 11.11% 4
Quality, Total
Quality and Total
Quality
Management

Approaches of 2 2 2 11.11% 4
Total Quality &
Cost of Quality

Designing 1 3 2 11.11% 4
Organisation for
Quality and
Quality Policy

Quality 3 3 1 3 16.67% 7
Planning:
Understanding
Customers and
their Needs

Quality of 4 1 1 1 3 16.67% 7
Purchased
Materials:
Determinations
and Description

Quality of 2 2 2 11.11% 4
Manufacturing
Process

T 1 1 4 3 4 22.22% 10
Quality
Control
&
Control
Charts

Total No. of Items 9 10 13 7 18hrs 40

Percentage of Items 22.5% 25% 32.5 17.5 100%