1.
What are the important factors that influenced purchases?
i.
Performance
ii.
Features
iii.
Service
iv.
Warranty
v.
Price
vi.
Reputation
2.
Give the need for a feedback in an organization?
Discover customer dissatisfaction.
Discover relative priorities of quality.
Compare performance with the competition.
Identify customer’s needs.
Determine opportunities for improvement.
3.
List the tools used for feedback?
Comment cards
Surveys
Focus groups
Toll-free telephone lines
Customer visits
Report cards
The internet
Employee feedback
American Customer Satisfaction Index
4.
What are the activities to be done using customer complaints?
Investigate customer’s experience by actively soliciting feedback, both
positive and negative, and then acting on it promptly.
Develop procedures for complaint resolution that include empowering front-line
personnel.
Analyze complaints, but understand that complaints that do not always fit into
neat categories.
Work to identify process and material variations and then eliminate the root
cause. “More inspection” is not corrective action.
When a survey response is received, a senior manager should contact the
customer and strive to resolve the concern.
Establish customer satisfaction measures and constantly monitor them.
Communicate complaint information, as well as the results of all investigations
and solutions, to all people in the organization.
Provide a monthly complain report to the quality council for their evaluation
and, if needed, the assignment of process improvement teams.
Identify customer’s expectations beforehand rather than afterward through
complaint analysis.
5.
What are the elements of customer service?
Organization
Customer care
Communication
Front-line people
Leadership
6.
Define customer retention?
Customer
retention represents the activities that produce the necessary customer
satisfaction that creates customer loyalty, which actually improves the bottom
line. It is the nexus between the customer satisfaction and the bottom line.
7.
Define Employee Involvement?
Employee
involvement is a means to better meet the organization’s goals for quality and
productivity at all levels of an organization.
8.
State Maslow’s Hierarchy of Needs?
Level
1 : Survival
Level
2 : Security
Level
3 : Social
Level
4 : Esteem
Level
5 : Self-actualization
9.
State Frederick Herzberg’s Two-factor theory?
Herzberg
found that people were motivated by recognition, responsibility, achievement
and the work itself.
10.
What does an employee want?
i.
Interesting work
ii.
Appreciation
iii.
Involvement
iv.
Job security
v.
Good pay
vi.
Promotion/growth
vii.
Good working conditions
viii.
Loyalty to employees
ix.
Help with personal problems
x.
Tactful discipline
11.
What are the concepts to achieve a motivated work force?
a.
Know thyself
b.
Know your employees
c.
Establish a positive attitude
d.
Share the goals
e.
Monitor progress
f.
Develop interesting work
g.
Communicate effectively
h.
Celebrate success
12.
Define Empowerment?
Empowerment
means invest people with authority. Its purpose is to tap the enormous
reservoir of creativity and potential contribution that lies within every
worker at all levels.
Empowerment
is an environment in which people have the ability, the confidence, and the
commitment to take the responsibility and ownership to improve the process and
to initiate the necessary steps to satisfy customer requirements within
well-defined boundaries in order to achieve organizational values an goals.
13.
What are the three conditions necessary to create the empowered environment?
i.
Everyone must understand the need for change.
ii.
The system needs to change for the new paradigm
iii.
The organization must enable its employees.
14.
What are the types of teams?
i.
Process improvement team
ii.
Cross-functional team
iii.
Natural work teams
iv.
Self-directed/self-managed work teams
15.
What are the characteristics of successful teams?
a.
Sponsor
b.
Team charter
c.
Team composition
d.
Training
e.
Ground rules
f.
Clear objectives
g.
Accountability
h.
Well-defined decision procedures
i.
Resources
j.
Trust
k.
Effective problem solving
l.
Open communications
m.
Appropriate leadership
n.
Balanced participation
o.
Cohesiveness
16.
What are the decision-making methods?
a)
Nondecision
b)
Unilateral decision
c)
Handclasp decision
d)
Minority-rule decision
e)
Majority-rule decision
f)
Consensus
17.
What are the stages of team development?
i.
Forming
ii.
Storming
iii.
Norming
iv.
Performing
v.
Adjourning
18.
Give some common team problems?
I.
Floundering
II.
Overbearing participants
III.
Dominating participants
IV.
Reluctant participants
V.
Unquestioned acceptance of opinions as facts
VI.
Rush to accomplish
VII.
Attribution
VIII.
Discounts and “plops”
IX.
Wanderlust : digression and tangents
X.
Feuding team members
19.
What are the common barriers to team progress?
i.
Insufficient training
ii.
Incompatible rewards and compensation
iii.
First-line supervisor resistance
iv.
Lack of planning
v.
Lack of management support
vi.
Access to information systems
vii.
Lack of union support
20.
Give the steps involved in training process?
1st.
Make everyone aware of what the training is all about.
2nd.
Get acceptance.
3rd.
Adapt the program.
4th.
Adapt to what has been agreed upon.
21.
Define Recognition and Reward?
Recognition
is a form of employee motivation in which the organization publicly
acknowledges the positive contributions an individual or team has made to the
success of the organization.
Reward
is something tangible to promote desirable behavior. Recognition and reward go
together to form a system for letting people know they are valuable members of
the organization.
22.
What are the types of appraisal formats?
i.
Ranking
ii.
Narrative
iii.
Graphic
iv.
Forced choice
23.
What are the benefits of employee involvement?
Employee
Involvement improves quality and increases productivity because
Employees make better decisions using their expert knowledge of the process.
Employees are more likely to implement and support decisions they had a part in
making.
Employees are better able to spot and pinpoint areas for improvement.
Employees are better able to take immediate corrective action.
Employee involvement reduces labor/management hassle by more effective
communications and cooperation.
Employee involvement increases morale by creating a feeling of belonging to the
organization.
Employees are better able to accept change because they control the work
environment.
Employees have an increased commitment to unit goals because they are involved.
24.
What are the basic ways for a continuous process improvement?
Reduce resources
Reduce errors
Meet or exceed expectations of downstream customers
Make the process safer
Make the process more satisfying to the person doing it.
25.
What are the three components of the Juran Trilogy?
i.
Planning
ii.
Control
iii.
Improvement
26.
What are the steps in the PDSA cycle?
The
basic Plan-Do-Study-Act is an effective improvement technique.
1st.
Plan carefully what is to be done
2nd.
Carry out the plan
3rd.
Study the results
4th.
Act on the results by identifying what worked as planned and what didn’t.
27.
What are the phases of a Continuous Process Improvement Cycle?
a)
Identify the opportunity
b)
Analyze the process
c)
Develop the optimal solutions
d)
Implement
e)
Study the results
f)
Standardize the solution
g)
Plan for the future
28.
Define 5S?
5S
Philosophy focuses on effective work place organization and standardized work
procedures. 5S simplifies your work environment, reduces waste and non-value
activity while improving quality efficiency and safety.
Sort
– (Seiri) the first S focuses on eliminating unnecessary items from the
workplace.
Set
In Order (Seiton) is the second of the 5Ss and focuses on efficient and
effective storage methods.
Shine:
(Seiso) Once you have eliminated the clutter and junk that has been clogging
your work areas and identified and located the necessary items, the next step
is to thoroughly clean the work area.
Standardize:
(Seiketsu) Once the first three 5S’s have been implemented, you should
concentrate on standardizing best practice in your work area.
Sustain:
(Shitsuke) This is by far the most difficult S to implement and achieve.
Once
fully implemented, the 5S process can increase morale, create positive
impressions on customers, and increase efficiency and organization.
29.
What is a Kaizen?
Kaizen
is a Japanese word for the philosophy that defines management’s role in
continuously encouraging and implementing small improvements involving
everyone. It is the process of continuous improvement in small increments that
make the process more efficient, effective, under control and adaptable.
30.
What are the three key elements to a partnering relationship?
i.
Long-term commitment
ii.
Trust
iii.
Shared vision
31.
What are the three types of sourcing?
a)
Sole sourcing
b)
Multiple sourcing
c)
Single sourcing
32.
What are the ten conditions for the selection and evaluation of suppliers?
I.
The supplier understands and appreciates the management philosophy of the
organization.
II.
The supplier has a stable management system.
III.
The supplier maintains high technical standards and has the capability of
dealing with future technological innovations.
IV.
The supplier can supply precisely those raw materials and parts required by the
purchaser, and those supplied meet the quality specifications.
V.
The supplier has the capability to produce the amount of production needed or
can attain that capability.
VI.
There is no danger of the supplier breaching corporate secrets.
VII.
The price is right and the delivery dates can be met. In addition, the supplier
is easily accessible in terms of transportation and communication.
VIII.
The supplier is sincere in implementing the contract provisions.
IX.
The supplier has an effective quality system and improvement program such as
ISO/QS 9000.
X.
The supplier has a track record of customer satisfaction and organization
credibility.
33.
What are the four phases of inspection?
i.
100% inspection
ii.
Sampling
iii.
Audit
iv.
Identity check
34.
What are the objectives of Performance measures?
i.
Establish baseline measures and reveal trends.
ii.
Determine which processes need to be improved.
iii.
Indicate process gains and losses.
iv.
Compare goals with actual performance.
v.
Provide information for individual and team evaluation.
vi.
Provide information to make informed decisions.
vii.
Determine the overall performance of the organization.
35.
What are the characteristics used to measure the performance of a particular
process?
i.
Quantity
ii.
Cost
iii.
Time
iv.
Accuracy
v.
Function
vi.
Service
vii.
Aesthetics
36.
Give the six basic techniques for presenting performance measures?
a)
Time series graph
b)
Control chart
c)
Capability index
d)
Taguchi’s Loss Function
e)
Cost of poor quality
f)
Malcolm Baldrige National Quality Award
Coutesy:
Dr.G.Manikandan
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