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12. To take a consultative approach in communicating your instructions:
a. Explain the objectives and improvement targets fully.
b. Invite your employees to give their opinion.
c. Ask them to write a summary of any decisions reached in your discussion with them.
3.5 Monitor how well management tasks are being carried out
13. To set up a system that will enable him to recognize if the tasks he is responsible for
are completed properly a manager must:
a. Specify who has to complete each task.
b. Specify the actions that have to be taken to complete the task.
c. Identify an item in each action that can be measured to show if it has been
14. Management check items are indicators that can be checked to see:
a. How well the manager has defined the tasks that he is responsible for.
b. How well a management task has been carried out.
c. How well the performance of the department compares with other departments.
15. A manager should select as priority management check items those factors that most affect:
a. Employee morale.
b. Cost reduction.
c. Business performance.
Unit 3 - Managers: Managing Systems 36 A Roadmap to Quality UNIDO unit 3.qxd 3/10/05 16. 12:51 PM Page 37 Analyse factors that appear to affect management check items as early as possible so
a. Deadlines can be met.
b. Costs can be reduced.
c. Measures can be taken quickly to deal with them. 3.6 Monitor the quality of the work in your department
17. To monitor the quality of the work in your department:
a. Use numerical data and graphs to show trends in the manufacturing process.
b. Check workplace operations regularly to see if employees may have deviated
from the operation standards.
c. Instruct operators to inspect designated inspection items.
18. Ensure that when employees are submitting reports they:
a. Understand the appropriate control points and evaluation methods.
b. Realize that reporting only favorable items is the same as making false reports.
c. Report unusual events as soon as they are told to do so.
3.7 Deal with defects
19. To ensure that quick and appropriate action is taken whenever defects occur:
a. Make sure employees know the communication lines to follow when they are
reporting the defects they find.
b. Distribute a report to related departments informing them of the defect and
asking for their cooperation.
c. Distribute a report to related departments informing them of the defect and
asking for their cooperation.
20. Take the following actions when you are informed about a defect:
a. Make sure you have a clear idea of the situation and the actual products
b. Assess how much the defect will cost.
c. Decide whether more information is needed.
21. A defect memo sent to another involved department should include:
a. The issuing department.
b. The countermeasures that have been taken.
c. A list of the departments to which the report is distributed.
22. When there are defects that could lead to serious claims against the company the first
priority is to:
a. Deal with the products.
b. Investigate the causes.
c. Take countermeasures.
23. If products that may be defective have already been delivered to the customer:
a. Recall the products immediately.
b. Assess the seriousness of the situation.
c. Consult the customer.
24. To gather information about the causes of the defect, ask the following questions:
a. Are operators following the operation standards?
b. Has a new manager been appointed?
c. Were operators or inspectors replaced during the manufacturing process?
A Roadmap to Quality 37 Unit 3 - Managers: Managing Systems UNIDO unit 3.qxd 3/10/05 25. 12:51 PM Page 38 To check that the causes of he defect are being properly analyzed:
a. Go to the workplace and examine the product.
b. Change the standards immediately.
c. Draft concrete plans for improvement. 3.8 Be alert for abnormalities when you revise any of your production processes
26. Likely results of the revision of processes include:
a. Quality changes as planned but does not reach the target level.
b. Quality does not change as planned.
c. Quality changes as planned, but other quality characteristics also change.
27. To prevent abnormalities when process conditions are revised do not:
a. Mix up the materials used before and after revisions.
b. Mix up the standards used before and after revisions.
c. Change the employees before and after revisions.
3.9 Keep work records
28. Achievement records should include:
a. How successfully deadlines were met.
b. The level of employee morale.
c. The facilities and equipment that were used.
29. To ensure that everyone can see the level of work achievement it is best to
a. Ask the supervisors to tell everyone.
b. Display the achievement results in control charts and graphs.
c. Hold monthly meetings and announce the achievement results.
30. Work records include:
a. The department’s production capability.
b. The presence or absence of abnormalities.
c. The quality characteristics of the work results.
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- Spring '12