Quality Test 2

What is a good definition of leadership?

(The observable behavior that makes people want to follow or emulate another person.)

List the needs that must be fulfilled if one is going to excel at their job:

(economic security, personal esteem, personal worth, personal contribution, emotional security)

What things are necessary for empowerment to occur?

(employee motivation, training, involvement)

What are the three fundamental parts of economics?

(supply and demand, competition, productivity)

Unnecessary work accounts for about __________ of all work.

40%

Clarifying customer requirements is a one-time occurrence.

False

Competition is a factor for monopolies

False

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

False

Once an employee is trained and eveloped, nothing else is needed in order to help them sustain what they have learned.

False

Resisting change helps employees become better performers in the work place.

False

Value added work does not add value tot he point of view of the external customer for the prodcut or service.

False

What is the difference between internal failure costs and external failure cotss?

Internal failure costs are a measure of a company's operating efficiencies, while external failure costs provide measure of both product quality and customer satisfaction.

Define feedback.

One way to prevent poor oral communication is to have the listener restate the message. Restatement by a listener is called feedback

An operator must do more than the minimum for an operating unit to be successful.

True

Attitude plays a big part in employee empowerment.

True

Body language can strengthen or damage communication.

True

Smaller groups of people are more effective as teams.

True

The only way organizations can comete is to employ high performance employees.

True

The solutions to problems in an organization should strat with the employee's attitude, not managment.

True

With America, as well as other countries, reaching out to the world market, a focus on qulaity has become necessary more than ever.

True

____________ are those activities tht are necessary to turn inputs into outputs that will meet or exceed customer requirements.

Value added activities

Communication requires what three elements?

a sender, a message, and a receiver

Define a system

as a collection of different equipment and processes that are interrelated.

Name the four states of team development.

forming, storming, norming and performing

Empowerment is based on what two concepts?

job enrichment, job enlargement

What is 50% of any verbal communication?

listening

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

openness, idea building

The minimum necessities or comforts held to be essential to maintiaining a person or group in a customary or desired status is the _______________

standard living

_________ is developed when people are tested and this builds effective teams.

trust

Define rework

work that has already been done and will continue to redo it