REVIEW QUESTIONS PART1(TEST-1)

Unit1 Part1: THE TOTAL QUALITY APPROACH TO QUALITY MANAGEMENT:

ACHIEVING ORGANIZATIONAL EXCELLENCE

1. Define the quality?

2. What is total quality?
3. Who is the judge of quality?
4. List the key elements of total quality? (Characteristics) 4
5. What is the major differences between the traditional view of quality and the total
quality?
6. Describe the following concepts:( Explain)
a. The Deming Cycle?
b. The Pareto Principle?
c. The Juran Trilogy?
d. Crosby’s Contributions?
7. Why do some quality initiatives fail?
8. Summarize the most common errors made when starting quality initiatives?
9. What are several trends that will shape the future of quality management?

Unit1 Part2: CUSTOMER SATISFACTION, RETENTION, AND LOYALTY

1. Explain the contemporary concepts of customer and supplier? Define- What is?
2. What is the key to establishing a customer focus?
3. What is the six-step strategy for identifying customer needs?3
4. What is the Quality function deployment (QFD)?
5. What is the Customer satisfaction process?5
6. What is a reliable customer?
7. What is the Customer retention?
8. Why it is important to measure customer retention?
9. Why just meeting customer specifications might not produce customer
satisfaction?
10. What is the best way to generate customer loyalty? and what is the customer
loyalty model?4
 Unit 2 : QUALITY CULTURE: CHANGING HEARTS, MINDS, AND ATTITUDES
1. What is the elements have organization’s culture?
2. Define the expression quality culture?
3. What is the major differences between the quality culture and the traditional
culture?4
4. Why the implementation of total quality requires cultural change?
5. List the steps involved in laying the foundation for a quality culture?5
6. Why change is so difficult?
7. How to Facilitate Change?
8. Why people resist change?
9. List the strategies that can be used to overcome resistance to change?4
10.What is the stages of emotional transition?
11.What are the steps in the conversion to quality culture?3

Unit 3 part1 : STRATEGIC MANAGEMENT: PLANNING AND EXECUTION FOR

COMPETITIVE ADVANTAGE
1. What is strategic management?
2. List the steps in the strategic planning process?
3. What is a core competency and Competitive Advantage?
4. What is SWOT analysis?
5. What is the vision?
6. What is the mission?
7. What is the guiding principles?
8. What is the broad objectives?
9. What is the Action Plan?
10.What is Key performance indicator (KPI)? and his Elements?

Unit3 part2: ISO 9000 AND TOTAL QUALITY: THE RELATIONSHIP

1. What is the ISO 9000? What is meant ISO 9000?
2. List the appropriate reasons for implementing ISO 9000?
3. What is the different between ISO 9000 and ISO 9001 ( Types and Details)?
4. List the key elements of ISO 9000 ?( The Eight Principles)
5. What is the Objective, (Aims) of ISO 9000?
6. Explain the origins of ISO 9000 and TQM. How are they different?
7. List six statements that summarize the comparative scope of ISO 9000 and TQM?
 REVIEW QUESTIONS PART2(TEST-2)

Unit4: OVERVIEW OF TOTAL QUALITY TOOLS

1. Define the following: (What purpose of…?)- Explain the ….?
a. Pareto chart.
b. Cause-and-effect diagrams.
c. Check sheet.
d. Histogram.
e. Scatter diagram.
f. Run charts.
g. Control charts.
h. Stratification.
i. Five-S
j. Flowcharts.
k. Surveys
2. Solving the following problem? like assignment?(a-d-e-g).
3. In the context of the five-S philosophy, what is the intent of the word (Sort: - Store-
Shine - Standardize - Sustain )?
4. What this symbols mean in flowcharts : Table 1 page 280?

Unit5: PROBLEM SOLVING AND DECISION MAKING

1. Contrast decision making with problem solving.
(Decision making is concerned more with selecting options that can affect the organization
in some significant and tangible way. Problem solving is concerned with reacting to a
certain situation that has just presented itself and must be deal with now. Hence, decision
making is typically more concerned with the future and problem solving is more
concerned with the here and now).
2. Define:
a. Problem solving.
b. Decision making.
c. Scientific decision making.
d. Complexity in scientific decision making.
e. Information.
f. A management information system (MIS).
g. Creativity.
5. Describe the PDCA cycle as model to solve problem.(Fig 1 -294).
6. Describe the Toyota method for problem solving.(Fig 3-296).
7. Define the decision-making model.(fig 4-299)
8. What is the problem caused by information overload?
9. What is the Creative Process?
10.What is the Factors That Inhibit Creativity? (only 3)
11.How to Help People Think Creatively?
Unit6: OPTIMIZING AND CONTROLLING PROCESSES THROUGH STATISTICAL
PROCESS CONTROL
1. Define the concept of statistical process control SPC?
2. Explain the rationale for SPC.
3. What is SPC key element?
4. What is management’s role in SPC? ( list )
5. List the major inhibitors of SPC. ( only 3)
6. Solving the following problem (Using x -charts and \ or R –charts) ? like assignment?
7. Solving the following problem (Using P -charts and \ or C -charts) ? like assignment?

Unit7: CONTINUAL IMPROVEMENT METHODS WITH SIX SIGMA, LEAN, LEAN

SIX SIGMA, AND MORE
1. Explain the rationale for continual improvement.
2. What is the essential improvement activities? (3 only)
3. What is meant by using the scientific approach?
4. What is the developing improvement plans? (3 only)
5. What is the commonly improvement strategies? (3 only)
6. What is the Kaizen approach? And his elements? And his tools?
7. What is the CEDAC approach?
8. What is the Lean approach? And his Heart?
9. What kind of waste the Lean focuses to reducing?
10.What is the Lean approach tools? (4only)
11.What is the Six Sigma approach? And his Benefits? (3 only)
12.Describe the DMAIC Roadmap?
13.Define the Lean Six Sigma approach? And his Benefits?
14.What is the difference between the Lean approach and the Six Sigma approach?
15.What is the Theory of Constraints approaches?
16.What is The phases of iTLS model to improvement projects?