PTAC 2314 exam 2

Returning customers

A good indication of customer satisfaction is ________.

Team

A group of people pooling their skills, talents, and knowledge to accomplish goals or tasks.

1) Quality expectations are established and understood 2) Barriers to quality performance are removed 3) Regular, specific feedback on quality is provided 4) Rewards are provided for quality performance

A performance system will ensure.

Suggestions

Another employee involvement tool is __________ that uses responses from employees that management evaluates.

Continuous improvement, Defeat prevention, Customer satisfaction, reduced variation, employee involvement

Companies involved in TQM seek at attain five goals, list the goals.

People within the company who receive the work of another and then add their contributions to the product of the service before passing it to someone else.

Define internal customer according to Ishikawa.

1) Team goals are critical 2) Good communication is high priority 3) Mutal understanding, respect, and cooperation are emphasized. 4) 100% team participation is mandatory.

Describe the basic elements that are essential for team success.

Internet

Due to the technology that we have in this day and time one way customers can get even with companies that fail in service and product in through the _________.

Job enlargement and enrichment

Empowerment is based on what two concepts.

Forming, Storming, norming, performing

Four stages of team development

1) Prices reasonable 2) Change in technology 3) Correct billing 4) The availability of the object the customer seeks

List four ways businesses can do to maintain customer satisfaction.

1) Participant selection 2) Agenda preparation 3) Statement of objective 4) Action Assignments

List the basic guidelines for good team meetings.

1) Customer-driven quality 2) Full participation 3) Management by fact

Name three core values the drive the Baldrige Award.

1) Inadequate training 2) Employment security concerns

Name two barriers to TQM

1) New customers obtained by references or "word of mouth." 2) Band loyalty or name loyalty.

Name two ways that measure customer satisfaction.

Maslow's Model

One model used to study human behavior is

1) Placing personal politics ahead of quality 2) Lacking fundamental knowledge of the site processes 3) Placing production scheduling considerations ahead of quality

There are six serious issues that are considered the root causes of quality problems. Name three.

Management and supervision

The biggest changes required for empowerment to occur at what level in an organization?

True

True or False. Attitude plays a big part in employee empowerment.

False

True or False. Basic customer satisfaction is adequate for businesses to remain successful.

True

True or False. Diversity of team members produces a more powerful unit.

False

True or False. Most gains in quality and productivity do not result from teams.

False

True or False. Once an employee is trained and developed nothing else is needed in order to help them sustain what they have learned.

True

True or False. Smaller groups of people are more effective as teams.

False

True or False. TQM can work without team work.

1)Internal competition 2)Short-term thinking 3)Lack of knowledge of internal customer requirements

What are three reasons internal customers may be treated poorly.

1) Teams can bring talent, experience, knowledge, and skill to focus on problems. 2) Teamwork can be more satisfying and morale-boosting for people than working alone

What are two advantages of using teams for problem elimination?

Have outstanding customer service.

What can a small business do to complete with the large organization?

People keeping companies in business by their products or services

What is a good definition of an external customer?

Customers who feel a strong connection to a product or service and will actively endorse it to others

What is an advocate?

Training received when people are hired, and future training as business plans and equipment changes.

What is development comprised of?

Employee involvement is every employee is involve in helping the organization meet goals Employee empowerment provides employees with the tools and authority required to improve performance, and solve problems.

What is difference between employee involvement and employee empowerment?

Customer specifications are quantitative descriptions used to define the quality of a product or service. Customer expectations are qualitative factors

What is the difference between customer specifications and customer expectations?

Efficient statistical use of data.

What is the main focus of the Deming Prize?

Things that are necessary is employee motivation, training, and involvement.

What things are necessary for empowerment to occur?

Team maintenance issues, Team support factors

What two aspects should be addressed for teams to be effective?

Spend money, train

What two things are important for businesses to do in order build and maintain customer satisfaction?

Employees

Who is the most valuable asset in a firm?

Management

_______ has the most critical role in TQM.

Trust

_______ is developed when people are tested and this build effective teams.