Survey Monkey.doc

1. TQM stands for.... TQM stands for....

Tough Quality Managers

Talented Quiet Marsupials Total Quality Management

2. Which of the following is NOT one of the 3 main components of the NPS TQM practice. Which of the following is NOT one of the 3 main components of the NPS TQM practice. Quality Gathering and Reporting Quality Improvement Support and Management Marketing and Sales

3. Which of the following is NOT one of the steps in the NPS in A.C.T.I.O.N. Quality Improvement Process? Which of the following is NOT one of the steps in the NPS in A.C.T.I.O.N. Quality Improvement Process? Ask the right questions to find a root cause. Consider all possible mistakes. Think of ways to eliminate or detect the error. Improve the documented procedures. Observe, test and

4. Select all that apply. (Possibility of more than one right answer.) Select some of the common shapes in a flow chart that were shown during the training. Select all that apply. (Possibility of more than one right answer.) Select some of the common shapes in a flow chart

Hearts

Diamonds

Flowers

Rectangle s with rounded corners

that were shown during the training. Arrows

5. Select all that apply. (Possibility of more than one right answer.) Select each example of a mistake-proofing device. Select all that apply. (Possibility of more than one right answer.) Select each example of a mistakeproofing device. Tables that prevent a person from chosing the incorrect answer.

Checklists that prevent omission of a required action.

Flow charts that guide you to a single right answer.

Write-ups Poorly that remind written and an associate often to put confusing information in procedures or the correct work place. instructions with information in the wrong place.

. Which of the following can be used in root cause analysis? Which of the following can be used in root cause analysis? (Who, what, when, where, why, how and how much)

5W2H

Ask why 5 times A Fishbone Diagram All of the above

. Choose whether the following statements are TRUE or FALSE Mistakes are the actions that cause the errors.

TRUE

FALSE

Choose whether the following statements are TRUE or FALSE Mistakes are

FA LSE

TRUE FALSE the actions that cause the errors. TRUE

I can have more than one mistake causing an error and therefore should consider all possible mistakes.

I can have more than one mistake causing an error and FA therefore LSE should consider all possible mistakes. TRUE

For quality purposes and in order to help define or measure quality, documenting a process is required.

For quality purposes and in order to help define or measure FA quality, LSE documenting a process is required. TRUE

When designing a customer focused definition of quality you should look at the attributes, characteristics and design of your product and ask: "what is the customer looking for?"

When designing a customer focused definition of quality you should look at the attributes, FA characteristics LSE and design of your product and ask: "what is the customer looking for?" TRUE

It is possible to document all of our processes as long as we use the correct

It is

FA

style.

TRUE FALSE possible to document all of our processes as LSE long as we use the correct style. TRUE

When writing good work instructions you must consider the purpose, objective and business needs.

When writing good work instructions you must consider the purpose, objective and business needs. TRUE

While the CPU is responsible to train the vendor, it is the vendors responsibility to ensure that all the employees are trained and create good work habits.

While the CPU is responsible to train the vendor, it is the vendors responsibility FA to ensure that LSE all the employees are trained and create good work habits. TRUE

FA LSE

A Pareto Chart is a bar chart which sorts the A Pareto FA highest frequency category to the left Chart is a bar LSE thereby helping me focus my efforts. chart which sorts the highest frequency category to the left thereby helping me

TRUE FALSE focus my efforts. TRUE

A Flow Chart is a diagram of a sequence of actions and decisions in a process.

A Flow Chart is a diagram of a FA sequence of LSE actions and decisions in a process. TRUE

Under the NPS TQM model, quality rates will consider the concepts of sample size Under the NPS TQM model, quality rates will determination consider the concepts of sample size and margin of FA determination and margin of error therefore error LSE integrating population sizes, historical therefore quality rates, and confidence levels. integrating population sizes, historical quality rates, and confidence levels. TRUE 1) Quality is a subjective term. Define in your own words what is quality. Quality is the ongoing process of building and sustaining relationships by assessing, anticipating, and fulfilling stated and implied needs. 2) There are many reasons as to why we document our processes. Give me some of those reasons. Simplify the process Clarification of any Queries Training Purpose

3. At the beginning of the class, I asked if anyone could tell me why they were there. Now that you have been through the training, please tell me why you were there. For example, you could describe to me how you fit into the NPS TQM practice or tell me what you took away from the class. The training sessions was all about the Quality and we should prioritize on Quality. 1. If you were couching someone on designing the Work Instructions for your processes, what advice would you give them regarding your business needs as a manager and trainer. 2. If you were couching someone on designing the Work Instructions for your processes, what advice would you give them regarding the business needs from a User's perspective? For example, the examiner's, screener's or an associate's perspective.