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Mini-Quiz: Case Study of Empowering Civil Servant Secretaries with TQM

by Ron Kurtus (revised 9 January 2007)

Take this Mini-Quiz to check your understanding of the lesson material.

1. Why did the Process Improvement Team have both secretaries and supervisors?

Both parties were involved in the processes

Secretaries were there to take notes of what supervisors said

They actually alternated participation

2. What is a problem in trying to improve processes?

Supervisors did not want any improvements

People would rather complain than work for improvements

The processes were too complex to change

3. What did the title change achieve?

The workers felt they were making progress

Others felt upset that their titles weren't also changed

Many administrative assistants left to get better jobs elsewhere

If you got all three correct, you are on your way to becoming a Champion in Total Quality. If you had problems, you had better look over the material again.

Everyone is important

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Mini-Quiz: Case Study of Empowering Civil Servant Secretaries with TQM

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