Total Quality Management

Answer by YES or No the following questions.

Y

N

1. Quality is customer satisfaction

Y

1. Internal customer is any other division of the company that receive the

Y

processed product

1. Quality is not becoming a cardinalpriority for organizations

N

1. Higher customers expectations are getting spawned by increasing

competition.

Y

1. Satisfaction = (Perception of Performance) + (Expectation)

Y

1. Quality Cost Management shows how decreased Prevention Costs

reduce the Total Quality Costs

Y

1. Leadership,Top management vision,planning and support are required

as an element of TQM

Y

1. Successful Implementation of TQM Requires total integration of TQM

Y

into day-to-day operation

1. Value creation processes are driven by internalneeds while support

processes are driven by externalcustomer needs

N

1. Process controlmethods are the basis of effective daily management of

processes

Y

1. Maintenance activities are part of the Effective quality control

Y

1. To continuously improve value creation ability, a business must

continuously improve its value creation processes

Y

1. Scatter Diagrams are used to present measurements of two or more

Y

related variables.A Scatter diagram specifies dependent and

independent variables

1. ISO refers to InternalStandard Operations inTQM

Y