This preview shows page 1. Sign up to view the full content.
Unformatted text preview: ity.
12. To gain a really good understanding of sales issues:
a. Compare the results of the sales department with that of the sales departments
in competing companies.
b. Compare the results of individual salespersons with their counterparts in
c. Compare the achievement of the whole company with that of competing
13. When appointing someone to be in charge of an issue, establish and document
procedures for handling:
a. Only abnormal situations that fall inside the designated scope of authority.
b. Also abnormal situations that fall outside the designated scope of authority.
c. Only normal situations.
2.4 Satisfy your customers
14. To get a good understanding of customer needs:
a. Use information gained in the issues of warranties.
b. Use records of after-sales service.
c. Try out newly developed products in the market.
15. To use customer claims information to improve products:
a. Use statistical techniques to compare and analyse customer claims data for
each 6-month period.
b. Use data from the analysis of customer claims at meetings on new products.
c. Establish a system to explain the company’s long-term strategy to customers.
16. To have a customer related focus in your quality policy set numerical targets for:
a. Improving customer satisfaction.
b. Reducing customer claims.
c. Showing how inspection quality in the factory affects quality in the market. Unit 2 - Chief Executive Officer: Ensuring Quality 34 A Roadmap to Quality 05-87581_unit 2.qxd 09/09/2005 11:33 Page 35 2.5 Develop your employees
17. The procedures for setting up a development programme include:
a. List the training requirements for each job.
b. Have at least one person in each department who has national or industrial
c. Specify the training requirements for each employee.
18. Which of the following should be regarded as at the same levels for quality
a. Factory managers and department managers.
b. First line managers and supervisors.
c. Factory managers and directors of sales offices.
19. General employees should be taught the correct way of using QC techniques
c. External seminars.
20. Keep records of the educational results of:
a. Each employee.
b. Each group of employees.
c. Each supervisor.
21. To support quality control in your partner companies send them a monthly written
report on the quality of their products at acceptance showing:
a. The quantity of defective lots.
b. The quantity of acceptance lots.
c. The quality improvements needed.
2.6 Carry out regular quality audits
22. The CEO should hold regular meetings to discuss:
a. The establishment of annual quality targets.
b. The results of the internal quality audit.
c. Revisions of quality manuals, regulations and rules.
23. Internal quality audits are aimed at confirming the following points:
a. Are activities in the quality system implemented according to plan?
b. Have points raised in the previous audit been improved?
c. Do abnormalities no longer occur?
2.7 Carry out a periodic internal quality control diagnosis
24. In the top management’s internal quality control diagnosis:
a. The team arrives in each department without any warning to see what is really
b. The department conducts its own diagnosis before the team arrives.
c. The department sends its own diagnosis to the team some days before they
25. If possible the examination items used each year should be:
a. The same.
c. Half the same and half different.
A Roadmap to Quality 35 Unit 2 - Chief Executive Officer: Ensuring Quality 05-87581_unit 2.qxd 09/09/2005 11:33 Page 36 2.8 Prepare quality control manuals
26. The quality control manuals should be first drafted:
a. By each department.
b. By the quality assurance department.
c. By a committee drawn from different parts of the company.
27. The manual should specify:
a. The interfaces of all the departments in the company.
b. The rules for the sales, research, engineering, finance, personnel, and other
c. The rules for departments which are sometimes not recognised as being directly
related to quality.
2.9 Establish quality control in non-manufacturing departments
28. To deploy QC activities in non-manufacturing departments:
a. Set targets using a teamwork strategy.
b. Set common themes.
c. Focus on the improvement of individual employees.
2.10 Cooperate with universities and research organizations
29. To carry out joint research with outside organizations, decide in advance:
a. How any delays in the schedule should be dealt with.
b. How unexpected expenses should be shared.
c. How research achievements should be shared.
2.11 Strengthen your international competitiveness
30. To strengthen your company’s international competitiveness:
a. Consider safety issues of products to be exported as soon as they are ready for
b. Establish a system where patent, design and physical distribution issues are
completely checked out i...
View Full Document
- Spring '12