Which of the following refers to any activity aimed at providing customers with products of appropriate quality along with the condence that products meet consumers’ requirements?
1. a) Quali Quality ty revi review ew - iven iven !. ") Qua Qualit lity y contr control ol #. c) Quali Quality ty engi engine neeri ering ng $. d) Quality assurance Quality assurance depends on two focal points in "usiness%
a) design of products; control of quality during delivery.
1. ") adher adherence ence to to policy& policy& afte afterr sales sales service. - iven !. c) time time and and motion motion guid guidelin elines& es& management policy polic y on quality quali ty.. #. d) glo"al glo"al qualit quality y time and and motion motion guidelines standards& wor'force orientation and commitment. ( 'ey contri"ution of rederic' *aylor’s scientic management philosophy was to%
1. a) reduce reduce the the relianc reliance e on inspecto inspectors rs for quality assurance. !. ") increase increase the the training training and and educatio education n wor'ers received. + iven #. c) separate the planning function from the execution function. $. d) com"in com"ine e individ individual ual wor' wor' tas's tas's to promote teamwor'.
#. c) popularity of TQM as a quality tool. $. d) the rapid rapid increase increase in produ product-l ct-lia"i ia"ility lity 2udgments. 2udgments. Which of the following is most appropriate in descri"ing the quality e3orts underta'en with the scientic management philosophy?
1. a) 4efect 4efect preven prevention tion was was emphasi emphasi5ed. 5ed. !. ") Quality Quality cir circles cles were were e6ten e6tensive sively ly used. + iven #. c) Use of inspection was widespread. $. d) Quali Quality ty was was every every wor' wor'er’s er’s responsi"ility. *he creation creation of separate separate quality quality departments departments in the early 1788s caused%
a) indierence to quality among wor!ers and their managers.
1. ") upper upper managem management ent to to "e more more 'nowledgea"le a"out quality. - iven !. c) produ productio ction n quality quality to su"stant su"stantiall ially y improve. #. d) produ productio ction n e9ciency e9ciency to decli decline. ne. *he two :.;. :.;. consultants consultants that that wor'ed wor'ed with the the
1. a)
*he change change in society’s society’s attitude attitude from from ,let the the "uyer "eware to ,let the producer "eware was fuelled "y all the following factors /0*%
1. a) govern government ment safety safety regu regulati lations. ons. !. ") pro product duct recall recalls. s. + iven iven
$. d) n the 17=8s the
1. a) consumer orientation !. ") internal competition - iven
Which of the following was the top priority of :.;. manufacturing in the time period immediately following World War >>?
#. c) process innovation
1. a) Quality
$. d) continuous improvement
!. ") ,roduction - iven
Aeginning in the @@@@@@ many :.;. companies "egan to focus on improving quality through more e3ective management practices.
1. a) 17=8s !. ") 17B8s - iven
#. c) 0ontinuous improvement $. d)
#. c) 17C8s
1. a) engineering schools.
$. d) %&'(s
!. ") craft guilds. - iven
:ntil the start of the 17D8s most :.;. companies focused on maintaining quality levels "y utili5ing which of the following practices?
1. a) rocess improvement e3orts !. ") 4esign quality reviews - iven
#. c) automation. $. d) the ndustrial /evolution. Eanaging for quality in organi5ational processes has "een referred to as @@@@@ while managing product quality has "een referred to as @@@@@.
#. c ) Mass inspection
1. a) 0ig Q1 2ittle q
$. d) *eam-"ased initiatives
!. ") Fittle q Aig Q - iven
1. a) 17=8s !. ") 17B8s - iven ". c) %&(s
$. d) 17D8s @@@@@ is credited with developing control charts.
1. a) li Whitney !. ") rederic' W. *aylor - iven #. c) *alter +hewhart $. d) W. dwards 4eming
#. c) process management total quality $. d) total quality process management *he following represent signicant inGuences that "rought on the ,quality revolution in the :nited ;tates /0* the%
1. a) loss of national competitiveness. 3. ") 4ndings of the 5merican 6ustomer +atisfaction ndex 756+). - iven
#. c) popularity of ,Eade in f
>n 17D$ the :.;. government designated @@@@ as the Hational Quality Eonth.
1. a) e"ruary !. ") 8cto9er - iven #. c) n 17D7 @@@@@ was the rst non-
1. a) ;i6 ;igma !. ") reengineering - iven #. c) performance excellence $. d) customer-focused quality erformance e6cellence results in all of the following /0*%
1. a) delivery of ever-improving value to customers and sta'eholders.
1. a) :lorida ,ower and 2ight
!. ") improvement of overall organi5ational e3ectiveness and capa"ilities. - iven
!. ") (*I* ower ;ystems - iven
#. c) organi5ational and personal learning.
#. c) Eotorola >nc.
$. d) improved lateral communication.
$. d) eneral lectric (. J. eigen"aum recogni5ed the importance of a comprehensive organi5ational approach to quality in the 17=8s and coined the term @@@@@.
@@@@@ is a customer-focused and results-oriented approach to "usiness improvement that integrates many traditional quality improvement tools and techniques that have "een tested and validated over the years.
1. a) process control
1. a) Quality assurance
!. ") total quality control - iven
!. ") Kai5en - iven
#. c) quality circle
#. c) +ix +igma
$. d) companywide quality control
$. d) *otal quality
*he term @@@@@ was developed "y the :.;. Haval (ir ;ystems 0ommand to descri"e its
1. a) total quality management !. ") companywide quality control - iven #. c) quality circle $. d) process control *he notion of quality has evolved into the concept of @@@@@ which can "e dened as an integrated approach to organi5ational performance management.
*he (merican ;ociety for Quality identied seven 'ey forces that will inGuence the future of quality. Which of the following is HL* one of them?
1. a) !1st century technology !. ") (ging population - iven #. c) Mealthcare $. d) 8rganiational hierarchy (n important implication that arises out of the forces that inGuence quality is that as the "usiness world "ecomes more comple6 quality must "e approached from a Nn) @@@@@ rather than a Nn) @@@@@ perspective.
1. a) internal& e6ternal
!. ") "ottom-up& top-down - iven #. c) systems; process $. d) futuristic& historical (n important implication that arises out of the forces that inGuence quality is that quality will ta'e on more of a Nn) @@@@@ rather than @@@@@ function.
1. a) strategic; tactical !. ") process& control - iven #. c) regulatory& administrative $. d) internal& e6ternal Lne common notion of quality often used "y consumers is that it is @@@@@ superiority or e6cellence.
$. d) traditional *he @@@@@ denition of quality is that it is a function of a specic measura"le varia"le and that di3erences in quality reGect di3erences in quantity of some product attri"ute.
1. a) manufacturing-"ased !. ") product-9ased - iven #. c) value-"ased $. d) user-"ased L3ering products at ,everyday low prices in an attempt to counter the common consumer practice of "uying whatever "rand happens to "e on special is an e6ample of competing on the "asis of @@@@@.
1. a) price
1. a) contrasted to
!. " ) value - iven
!. ") parallel to - iven
#. c) volume
#. c) synonymous to
$. d) customer perceptions
$. d) confused with *he view that denes quality as the goodness of a product is referred to as the @@@@@ denition of quality.
1. a) user-"ased !. ") transcendent - iven #. c) incidental $. d) imminent *he @@@@@ denition of quality is of little practical value to managers as it does not provide a means "y which quality can "e measured or assessed as a "asis for decision ma'ing.
1. a ) transcendent !. ") user-"ased - iven #. c) value-"ased
*he @@@@@ approach to quality incorporates a rm’s goal of "alancing product characteristics Nthe customer side of quality) with internal e9ciencies Nthe operations side).
1. a) product-"ased !. ") user-"ased - iven #. c) value-9ased $. d) manufacturing-"ased @@@@@ are targets and tolerances determined "y designers of products and services.
1. a) *rials !. ") rocess metrics - iven #. c) 0ontrols $. d ) +peci4cations When a part dimension is specied as ,8.!#B O 8.88# cm it would mean that the target or ideal
value is 8.!#B centimeters and that the allowa"le variation is 8.88# centimeters from the target. *his means that the tolerance is%
1. a) -8.888# cm. !. ") (.((< cm. - iven #. c) 8.88# cm. $. d) -8.888B cm. *he @@@@@ is completed when the product has "een moved from the manufacturing plant perhaps through wholesale and retail outlets to the customer.
1. a) production-distri9ution cycle !. ") product life cycle - iven #. c) quality-circle $. d) total quality process *he person who "uys an automo"ile for personal use or the guest who registers at a hotel is considered an ultimate purchaser and is more precisely referred to as a Nn) @@@@@.
1. a) "eneciary !. ") rst contact - iven #. c) consumer $. d) prosumer ;. 0. Wheelwright identied si6 characteristics of a strong competitive advantage. Which of the following is HL* one of them?
1. a) >t is driven "y customer wants and needs. !. ") >t ma'es a signicant contri"ution to the success of the "usiness. - iven #. c) >t is dura"le and lasting and di9cult for competitors to copy.
$. d) t is 9ased on principles of +ix +igma and continuous improvement. With the increasing focus on quality in today’s glo"al mar'etplace high @@@@@ is considered entry into the game rather than a source of competitive advantage.
1. a) prots !. ") performance - iven #. c) tolerance $. d) conformance ( consumer purchases a generic product at a cost of P=.88 instead of the "randed product that sells for PC.88. *he consumer feels that there is no di3erence in quality "etween the generic and "rand name products. *his scenario illustrates which of the following denitions of quality?
1. a) Eanufacturing-"ased !. ") =alue-9ased - iven #. c) roduct-"ased $. d) :ser-"ased ( paper mill supplies a corrugated container manufacturer with Kraft paper. *he corrugated container manufacturer uses Kraft paper to manufacture corrugated shipping containers that are then sold to a cereal manufacturer. Which of the following is *:?
1. a) *he corrugated container manufacturer is an internal customer of the cereal manufacturer. !. ") The corrugated container manufacturer is an external customer of the paper mill. - iven #. c) Aoth the paper mill and corrugated container manufacturer are internal customers of the cereal manufacturer. $. d) *here are no e6ternal customers.
Which of the following is HL* considered a core principle of total quality?
1. a) ( focus on customers and sta'eholders !. ") ( process focus involving continuous improvement and learning - iven ". c) ( goal of achieving the highest quality that is technologically possi9le
1. a) :ser-"ased !. ") roduct-"ased - iven #. c) Manufacturing-9ased $. d) Jalue-"ased *he @@@@@ perspective is "ased on the presumption that quality is determined "y what a customer wants.
1. a) user-9ased - iven $. d) 0ompany-wide participation and teamwor'
!. ") value-"ased #. c) 2udgmental-"ased $. d) manufacturing-"ased
>nternal customers of an employee can "e identied "y as'ing which of the following questions?
Quality is most di9cult to measure and analy5e under which of the following denitions?
1. a) *ho is aected 9y the wor! performed 9y the employee> iven
1. a) roduct-"ased
!. ") Who provides information to the employee to perform the tas'?
#. c) $udgmental
#. c) Who trains the employee? $. d) Who provides the resources so the employee can provide quality to the customer? Which of the following is a criticism of the product"ased denition of quality?
1. a) Quality is often mista!enly assumed to 9e related to price. iven !. ") Hot all products are t for use. #. c) 0onsumers frequently confuse products with services. $. d) Quality cannot "e dened precisely& you 2ust 'now it when you see it. 0onformance to specications applies to which quality denition?
!. ") :ser-"ased - iven
$. d) Jalue-"ased Ey friend said to me ,ecently > "ought a pair of shoes. > wore them for a few days "ut noticed the laces would not stay tied. > too' the shoes "ac' to the store "ut the cler' said the laces were ne. > won’t "uy that "rand of shoe again. (ccording to which of the following denitions did my friend 2udge the shoes as "eing of ,low quality?
1. a) User-9ased !. ") Jalue-"ased - iven #. c) roduct-"ased $. d)
1. a) :ser-"ased
!. ") ;u"2ective-"ased - iven #. c) ,roduct-9ased $. d) Eanufacturing-"ased 4ening product quality as ,tness for intended use is the @@@@@ -"ased denition of quality.
1. a) user !. ") value - iven #. c) 2udgmental $. d) product rom a product-"ased perspective quality is dened "y%
$. d) a set of tools and techniques. @@@@@ include a wide variety of tools and statistical methods to plan wor' activities collect data analy5e results monitor progress and solve pro"lems.
%. a) TQ techniques
!. ") Quality circles - iven #. c) rogress schedules $. d) rocess charts Which of the following does HL* represent a dimension of the total quality principle of employee involvement and teamwor'?
1. a) artnerships
1. a) conformance to specications.
!. ") Management 9y o9?ectives iven
!. ") how well the product performs its intended function. - iven
#. c) mpowerment
#. c) the quantity of some product attri9ute. $. d) the relationship of usefulness or satisfaction to price. *he
1. a) companywide quality control. !. ") quality function deployment. - iven #. c) cause and e3ect analysis. $. d) total quality leadership. *he principles of total quality need to "e supported "y all of the following /0*%
1. a) an integrated organi5ational infrastructure. !. ") a set of management practices. iven ". c) an individualied reward system.
$. d) ;elf-managed teams Which of the following is HL* a form of improvement encouraged under total quality?
1. a) educing defects !. ") ncreasing cycle time - iven ". c) educing waste
$. d) >ncreasing productivity @@@@@ is a people-focused management system that aims at continual increase in customer satisfaction at continually lower real cost.
1. a) Kai5en !. ") Muman resources management iven #. c) Total Quality $. d) rocess management raphical and statistical methods to analy5e data are referred to as @@@@@ of total quality.
1. a) practices - iven !. " ) tools #. c) actions $. d) processes Ausiness ethics pu"lic health and safety the environment and community and professional support are necessary activities that fall under @@@@@.
1. a) corporate policy !. ") social responsi9ility - iven #. c) management ethics $. d) organi5ational e3ectiveness
1. a) o"edience !. ") conformity - iven #. c) creativity $. d) professional qualications ro"lem-solving teams were introduced in the :nited ;tates in the 17$8s to help solve pro"lems on the factory Goor. *he
1. a) quality circles !. ") quality teams - iven
$. d) complementary *he traditional way of viewing an organi5ation is "y surveying the @@@@@ R"y 'eeping an eye on an organi5ation chart.
%. a) vertical dimension
!. ") hori5ontal dimension - iven #. c) num"er of employees $. d) organi5ational culture @@@@@ refers to "oth incremental changes which are small and gradual and "rea'through or large and rapid improvements.
1. a) Quality circles !. ") rocess innovation - iven #. c) 6ontinuous improvement $. d) Quality leaps *raining and determining employee satisfaction are e6amples of%
1. a) human resources management practices. !. ") data and information management. iven #. c) strategy deployment. $. d) leadership infrastructure. >n the conte6t of total quality an organi5ation’s sta'eholders include all of the following /0*%
#. c) process improvement teams 1. a) society. $. d) continuous improvement groups !. ") customers. - iven *Q requires @@@@@ coordination "etween organi5ational units.
1. a) parallel !. ") vertical - iven #. c) horiontal
#. c) suppliers. $. d) competitors. *Q practices can "e classied into "asic areas of management that are generic to any organi5ation. Which of the following is HL* one of them?
1. a) ;trategic planning and design of organi5ational and wor' systems !. ") 0ustomer engagement and 'nowledge acquisition - iven #. c) 5dvertising and pu9lic relations $. d) rocess management Which of the following statement is >H0L0* a"out traditional management?
1. a) >t associates quality only with manufacturing and engineering. !. ") >t views people as an interchangea"le commodity. - iven #. c) >t rewards individual performance rather than teamwor'. $. d) >t views suppliers as partners. Hew management styles associated with total quality include all of the following characteristics /0*%
upon assessment ndings are the four stages in a @@@@@.
1. a) quality circle !. ") learning cycle - iven #. c) quality cycle $. d) process improvement loop Which of the following is dened as continually e6panding its capacity to create its future?
1. a) 2earning organiation !. ") Quality team - iven #. c) eengineering group $. d) ocus group @@@@@ is the learning that enhances our capacity to create.
1. a) (daptive learning
1. a) empowering employees.
!. ") ocused learning - iven
!. ") emphasiing postproduction inspection. - iven
#. c) 0reative learning
#. c) "uilding quality into wor' processes. $. d) understanding internal customer requirements. (ccording to the te6t planning e6ecution of plans assessment of progress and revision of plans "ased upon assessment ndings are the four stages in a @@@@@.
1. a) quality circle
$. d) enerative learning Which of the following is HL* a characteristic of a strong competitive advantage?
1. a) >t is driven "y customer needs and wants. !. ") t is soon copied 9y competitors. - iven #. c) >t matches the organi5ation’s unique resources with e6ternal opportunities.
!. ") learning cycle - iven #. c) quality cycle $. d) process improvement loop (ccording to the te6t planning e6ecution of plans assessment of progress and revision of plans "ased
$. d) >t provides a "asis for further improvement. ;tudies conducted "y >E; researchers to e6amine the impact of product quality in the corporate scenario found that%
1. a) companies should reduce the num"er of products they manufacture in order to increase quality levels. !. ") quality improvement leads to "oth short- and long-term prota"ility. - iven #. c) quality levels in the manufacturing sector e6ceeded quality levels in the service sector. $. d) high quality products and services usually are the most pro4ta9le. @@@@@ denotes a rm’s a"ility to achieve mar'et superiority.
1. a) Quality focus !. ") 6ompetitive advantage - iven #. c) erformance e6cellence $. d) 0ustomer focus Which of the following is *: of the relationship "etween quality and prota"ility?
1. a) >mproved quality of design leads to higher perceived value !. ") Migher perceived value leads to increased mar'et share - iven #. c) Migher prices leads to increased revenues @. d) mproved quality of conformance leads to higher manufacturing costs (t the performer level for each output of an individual’s 2o" the manager must as' all of the following /0*%
1. a) *hat are the !ey inputs to the ?o9> !. ") What is required "y the customer "oth internal and e6ternal? - iven
#. c) Mow can the requirements "e measured? $. d) What is the specic standard for each measure? (n organi5ation that is committed to total quality must apply it at three levels. Which of the following is HL* one of them?
1. a) *he organi5ational level !. ") *he process level - iven #. c) The customer level $. d) *he performer level *he standards such as accuracy completeness innovation timeliness and cost are the 'ey focus at the%
1. a) organi5ational level. !. ") performerA?o9 level. - iven #. c) process level. $. d) customer level. (t the organi5ational level quality concerns center on%
1. a) meeting external customer requirements. !. ") classifying organi5ational units as functions or departments. - iven #. c) standards for output "ased on quality and customer-service requirements. $. d) organi5ing quality initiatives across various processes. (t the @@@@@ level organi5ational units are classied as functions or departments.
1. a) integrated 3. ") process - iven
#. c) performer
$. d) organi5ational ach defect description on the personal quality chec'list presented in the te6t"oo' contains all of the following /0*%
Eanagement control refers to any planned and systematic activity directed toward providing consumers with products of appropriate quality along with the condence that products meet consumers’ requirements.
1. a) a way to measure the defect.
%. True
!. ") a time frame. - iven
!. alse - iven
#. c) a desired result. $. d) a way to avoid the defect. Which of the following correctly matches a perspective Nor denition) of quality with its correct e6planation?
1. a) Manufacturing-9ased perspective B f a product conforms to design speci4cations1 it has good quality. !. ") Jalue-"ased perspective + Quality is something that is intuitively understood "ut nearly impossi"le to communicate. iven #. c) :ser-"ased perspective + Quality is found in the components and attri"utes of a product. $. d) f the product is perceived as providing good value for the price it has good quality.
*he transcendent denition of quality refers to the notion that ,you 'now quality when you see it.
". True
1. alse - iven ( product-"ased denition of quality implies no relationship "etween the perceived quality of a product and the quantity of some product attri"ute.
1. *rue @. :alse - iven ( value-"ased perspective on quality implies a relationship of usefulness to price.
C. True
1. alse - iven (ssessment of quality is a3ected "y one’s position in the value chain.
<. True
1. alse - iven >n the early *wentieth century the articial separation of production wor'ers from responsi"ility for quality assurance led to an increased focus on quality among "oth wor'ers and their managers.
>mproved quality of design leads to lower costs and improved quality of conformance leads to higher prices.
1. *rue - iven
1. *rue
3. :alse
. :alse - iven
*he measure of e9ciency dened as the amount of output achieved per unit of input is referred to as productivity.
>n general employee empowerment has "een viewed as an e3ective practice for customer-driven organi5ations that em"race total quality.
1. *rue
%. True
!. alse - iven
!. alse - iven
>n any organi5ation the people who "est understand how to improve the product and process are the ones who design them.
1. *rue !. :alse - iven ( cross-functional team is an e6ample of hori5ontal coordination "etween organi5ational units.
%. True
!. alse - iven >n total quality vertical functional relationships are stressed more than hori5ontal cross-functional relationships.
1. *rue ". :alse - iven mpowering wor'ers shifts the responsi"ility for quality from the factory Goor to the quality control department.
1. *rue @. :alse - iven Ausiness ethics pu"lic health and safety and environmental issues are "eyond the scope of total quality.
1. *rue C. :alse - iven *he employee who conducts a nal product inspection is the principle 2udge of quality under total quality.
1. *rue <. :alse - iven rocess management is an element of the total quality infrastructure. S
1. *rue
!. alse - iven 3ective "usiness planning considers the customer as the only relevant sta'eholder to the company.
1. *rue . :alse - iven *he use of self-managed teams that com"ine teamwor' and empowerment is a powerful method of employee involvement.
%. True
!. alse - iven >n total quality vertical functional relationships are stressed more than hori5ontal cross-functional relationships.
1. *rue '. :alse - iven ;elf-managed teams were the primary means of quality control during the rst half of the twentieth century.
1. *rue &. :alse - iven (ccording to the principles of *QE quality is synonymous with tight tolerance and conformance to specications.
1. *rue %(.
:alse - iven
