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 Hearts Diamonds Flowers Rectangle
that apply. s with
(Possibility of rounded
more than corners
one right
answer.)
Select some
of the
common
shapes in a
flow chart
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 Checklists Flow Write-ups Poorly
that apply. that prevent charts that that remind written and
(Possibility of omission of a guide you to an associate often
more than required a single right to put confusing
one right action. answer. information in procedures or
answer.) the correct work
Select each place. instructions
example of a with
mistake- information in
proofing the wrong
device. place.
Tables that
prevent a
person from
chosing the
incorrect
answer.

. Which of the following can be used in root cause analysis?

Which of the following can be used in root cause analysis? 5W2H
(Who, what, when, where, why, how and how much)
Ask why 5 times
A Fishbone Diagram
All of the above

. Choose whether the following statements are TRUE or FALSE

TRUE FALSE
Mistakes are the actions that cause the Choose FA
errors. whether the LSE
following
statements
are TRUE or
FALSE
Mistakes are
 TRUE FALSE
the actions
that cause the
errors. TRUE
I can have
more than
one mistake
causing an
I can have more than one mistake causing error and
an error and therefore should consider all FA
therefore
possible mistakes. LSE
should
consider all
possible
mistakes.
TRUE
For quality
purposes and
in order to
For quality purposes and in order to help help define or
define or measure quality, documenting a measure FA
process is required. quality, LSE
documenting
a process is
required.
TRUE
When
designing a
customer
focused
definition of
When designing a customer focused quality you
definition of quality you should look at the should look at
attributes, characteristics and design of the attributes, FA
your product and ask: "what is the characteristics LSE
customer looking for?" and design of
your product
and ask:
"what is the
customer
looking for?"
TRUE
It is possible to document all of our It is FA
processes as long as we use the correct
 TRUE FALSE
possible to
document all
of our
processes as
style. LSE
long as we
use the
correct style.
TRUE
When
writing good
work
When writing good work instructions you instructions
must consider the purpose, objective and you must FA
business needs. consider the LSE
purpose,
objective and
business
needs. TRUE
While the
CPU is
responsible to
train the
vendor, it is
While the CPU is responsible to train the the vendors
vendor, it is the vendors responsibility to responsibility FA
ensure that all the employees are trained to ensure that LSE
and create good work habits. all the
employees
are trained
and create
good work
habits. TRUE
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
A Flow Chart is a diagram of a sequence of diagram of a
FA
actions and decisions in a process. 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
determination and margin of error therefore FA
error
integrating population sizes, historical LSE
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.