Which of the following criteria would be most useful to a sales department manager in evaluating the performance of the manager's customer-service group?
Answer(s): D
A criterion that requires all customer inquiries to be answered within 7 days of receipt permits accurate measurement of performance. The quantitative and specific nature of the appraisal using this standard avoids the vagueness, subjectivity, and personal bias that may afflict other forms of personnel evaluations.
Focusing on customers, promoting innovation, learning new philosophies, driving out fear, and providing extensive training are all elements of a major change in organizations. These elements are aimed primarily at
Answer(s): B
TOM is a comprehensive approach to quality. It treats the pursuit of quality as a basic organizational function that is as important as production or marketing. TOM is the continuous pursuit of quality in every aspect of organizational activities through a philosophy of doing it right the first time, employee training and empowerment, promotion of teamwork, improvement of processes, and attention to satisfaction of customers, both internal and external. TOM emphasizes the supplier's relationship with the customer, identifies customer needs, and recognizes that everyone in a process is at some time a customer or supplier of someone else, either inside or outside of the organization.
Total quality management in a manufacturing environment is best exemplified by
Total quality management emphasizes quality as a basic organizational function. TOM is the continuous pursuit of quality in every aspect of organizational activities. One of the basic tenets of TOM is doing it right the first time. Thus, errors should be caught and corrected at the source, and quality should be built in designed in) from the start.
One of the main reasons that implementation of a total quality management program works better through the use of teams is
Answer(s): C
TQM promotes teamwork by modifying or eliminating traditional and rigid) vertical hierarchies and instead forming flexible groups of specialists. Duality circles, cross- functional teams, and self managed teams are typical formats. Teams are an excellent vehicle for encouraging the sharing of ideas and removing process improvement obstacles. Listed below are costs of quality that a plans to prepare a report that classifies costs, internal failure costs, and extern
The costs of quality that are incurred in detecting units of product that do not conform to product specifications are referred to as
The Categories of quality costs include conformance costs (prevention and appraisal) and nonconformance costs(internal failure and external failure).appraisal costs embrace such activities as statistical quality control programs.inspection, and testing.thus, the cost of detecting nonconfoming products is an appraisal cost.listed below are costs of quality that a manufacturing company has incurred throughout its operations.the company plans to prepare a report that classified these costs into the following four categories:preventive costs, appraisal costs, internal failure costs, and external failure costs.
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