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60 Cards in this Set
- Front
- Back
- 3rd side (hint)
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Who should the organiztion focus on?
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They should focus on the customers !
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What is a division of labor?
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It is a small manageable units
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Why is the division of labor important?
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Because it made mass production possible
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Who was the father of scientific management?
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Fredrick Taylor
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What was Fredrick Taylor philosophy?
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To find ways to improve the work of the unskilled
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Who was Walter Shewart?
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He introduced the statistical method to control quality
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SQC
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What was Walter Shewart philosophy?
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"The better teh quality, the lower the cost"
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What is cost of quality?
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What it costs to make products wrong - rework, returns and scrap
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After WWII, what were the U.S. manufacture doing?
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They were focusing on quantity, instead of quality
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What opportunity did the U.S. missed after WWII?
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It missed the opportunity to focus on quality before Europe and Japan
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What was Genichi Taguchi philosophy of quality?
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his philosophy was that quality must be designed in to the product
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Reverse-engineered?
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Products and processes were reverse-engineered and improved
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What is a Paradigm
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Paradigm is when one see one way to do certain things
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How are quality and profitablity connected?
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They are connected because when control quality is good the business will have better customer satisfaction and business profit will rise.
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How are quality and defects related?
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People don't want defected things when they purchase a product, they want some quality products !
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Why do most quality initiatives fail?
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Reasons for quality initiative failure - organization approaches and systems
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What are the quality dimension for manufacture products?
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usually focusing on technical & statistical measurements, performance, features, conformance, durability, servicebility, aesthetics, percieved quality
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What is a service?
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It is when you pay more attention to each customer & employee behaviors
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Who is your worst customer?
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when customers are not satistfied
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What are the dimension of service?
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Time, Timeliness, Completeness, Courtesy, Consistency, Accessiblity/convenience, accuracy, responsive
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What is the principle of total quality?
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TQ is a people-focused management system that aims at continual increase in customer satisfaction at continually lower real cost
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What are the basic elements of total quality?
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Customer focus, Empowerment & teamwork, a process orientation, management by fact, continious improvement & learning, leadership & strategic planning
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Who determine if quality is deliver?
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THE CUSTOMERS!!!!
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What is a process
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a sequence of activites that is inteded to achieve some results
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What is empowerment?
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giving people authority
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How do you improve products in service?
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By doing it right the first time
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Who is responsible for quality in a organization?
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Everyone that is working in the organization
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Should we use performance measure?
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Yes, because base strategies drive the organization
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Who leades an organization toward quality?
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Leadership for quality is responsiblity of top management
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Is adapting total quality easy?
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No, because it takes alot of hard work and consistency
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Does implementing a total quality philosophy require training?
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yes, it does
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Who was Deming?
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He was the father of TQM
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According to Deming what causes poor quality?
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In Deming's view, variation is the chief culprit of poor quality
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What is a system?
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A set of functions or activities within an organization that work together to achieve organzation goals
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What is a team synergy?
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It is when people are working together as a team
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What is a Innovation?
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Something that is new and different. Somethign that can't be copy
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What is a variation?
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It is when something wears our or break
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How does variation effect cost?
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It effect cost because of the replacement.
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What is the main focus of quality initiative?
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Most quality initiative focus on reducing defects and errors
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Who is Phillip Crosby?
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He was the vice president for quality at ITT
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What is it meant by quality is free?
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Quality is free when you make it right the first time
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What is ISO-9000?
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It is a world-wide quality system standard
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What is the Malcolm Baldridge National Quality Award?
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IT recognizes U.S. companies that excel in quality management practices and performance
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What is the Deming Prize Award?
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It is world wide quality award
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What are the risk of applying for a quality award?
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The potenial risk is that the award becomes the end in itself
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What is a competitive advantage?
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A firm's ability to achieve market superiority over its competitors
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What are the characteristics of a strong competitive advantage?
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- Driven by customer needs and wants / provides a value
-Makes a significant contribution to the organization success -Mathces on organization unique resource - It's durable and lasting are difficult to copy - Provides a basis for further improvement - Provides directional & motivation for the organization |
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What is cost leadership?
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Being the low cost leader
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What do you mean by a diffrientation strategy?
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Have some some dimensions that is/are unique to your market that is/are valued by customers
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HHow can human resources give a competitive advantage?
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Because human reources can sometimes be the only thing that competitors cannot copy
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How do you meet or exceed customers expectation?
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Differentiating yourself from the competition thru: superior product design, outstanding service, high flexibility & variety, continous innovation, and rapid response
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What do you mean by performance?
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the primary operating characteristics of the product
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How do competition and competive advantage weight?
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As global competition increases, so must innovation. Do not wait for customers to change, drive the change the customers want
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What kind of information do we need to make a good decision?
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Need timely, accurate data to make decisions
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What is a performance measure?
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It is when organization sees if they are going the right direction or how effective they are doing
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How is performance measure use?
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Measure to understand where they are and how they can improve
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What is a strategic planning?
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when organization plan for a long term or projects for the future. Strategic planing consists of two principal activities: development and implementation
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What is a strategy
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determining specific actions to achieve the performance object
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What is a mission statement?
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It is a purpose
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What is a organization vision?
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The vision describes where the organization is headed and what it intends to be
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