Question 1. 1. The Deming Cycle includes all of the following except (Points : 2)
plan.
do.
assess.
check.
Question 2. 2. TCO 1) Which of the following is most appropriate in describing the quality efforts undertaken with the scientific-management philosophy? (Points : 2)
Defect prevention was emphasized.
Quality circles were extensively used.
Use of inspection was widespread.
Quality was every worker’s responsibility.
Question 3. 3. (TCO 1) An employee’s _____ can be identified through the answer to the question: “Who receives any item or information as a result of the work he or she performs?” (Points : 2)
customers
suppliers
consumers
purchasers
Question 4. 4. (TCO 2) Systems thinking can be applied to the analysis of _____. (Points : 2)
manufacturing processes but not service processes
service processes but not manufacturing processes
any organization
neither manufacturing processes nor service processes
Question 5. 5. (TCO 1) Which of the following is most appropriate in describing the quality efforts used in the early 20th century? (Points : 2)
Defect prevention was emphasized.
Quality circles were extensively used.
Use of inspection was widespread.
Quality was every worker’s responsibility.
Question 6. 6. (TCO 1) My friend said to me, “Recently, I bought a pair of shoes. I wore them for a few days but noticed the laces would not stay tied. I took the shoes back to the store, but the clerk said the laces were fine. I won’t buy that brand of shoe again.” Which of the following types of quality did my friend use to judge the shoes as being of low quality? (Points : 2)
User-based
Value-based
Product-based
Judgmental
Question 7. 7. (TCO 2) Which of the following is NOT generally true about service organizations? (Points : 2)
Customers often are involved in the service process.
Services are tangible.
Services cannot be stored, inventoried, or inspected prior to delivery.
Services are produced and consumed simultaneously.
Question 8. 8. (TCO 1) During the Middle Ages, quality was built into the final product. This approach to quality was lost with the advent of _____. (Points : 2)
engineering schools
craft guilds
automation
the Industrial Revolution
Question 9. 9. (TCO 1) Which of the following was the top priority of United States manufacturing in the time period immediately following World War II? (Points : 2)
Quality
Production output
Continuous improvement
Just-in-time manufacturing
Question 10. 10. (TCO 1) Which of the following is NOT a characteristic of a strong competitive advantage? (Points : 2)
It is driven by customer needs and wants.
It is soon copied by competitors.
It matches the organization’s unique resources with external opportunities.
It provides a basis for further improvement.
Question 11. 11. (TCO 1) Conformance to specifications applies to which type of quality? (Points : 2)
User-based
Product-based
Manufacturing-based
Value-based
Question 12. 12. (TCO 2) Which of the following is not true? (Points : 2)
Output of services is generally less tangible compared with a manufactured product.
Quality is more easily measured in manufacturing than in service operations.
The timing of product manufacturing is more important than on-time service delivery.
Services are generally more labor intensive than manufacturing processes.
Question 13. 13. (TCO 1) The creation of separate quality departments in the early 1900s caused _____. (Points : 2)
the responsibility for quality to become a clouded issue
upper management to be more knowledgeable about quality
no effect on the quality of the products the customer received
production efficiency to decline
Question 14. 14. (TCO 2) In any system, final inspection attempts to perform all of the following functions, except _____. (Points : 2)
to provide the workers with the opportunity to control the quality of the product or service at their work stations
to ensure that no defective items reach the customer
to discover and help resolve production problems
to judge the quality of manufacturing
Question 15. 15. (TCO 2) Measuring quality in service industries is considered more difficult than in manufacturing industries because _____. (Points : 2)
services cannot be analyzed as production systems
a productivity measure cannot be developed for services
customers are more involved in manufacturing industries
the outputs are less tangible
Question 16. 16. (TCO 2) Services are generally _____ intensive, whereas manufacturing is more _____ intensive. (Points : 2)
labor; equipment
quality; quantity
input; output
profit; cost
Question 17. 17. (TCO 2) Services differ from manufactured goods in which of the following ways? (Points : 2)
Service output is more easily measured.
Services tend to be produced and consumed simultaneously.
Service output is generally more tangible.
Providing service requires a lower degree of customization than does manufacturing.
Question 18. 18. (TCO 1) Which of the following is a definition of the product-based quality? (Points : 2)
The quantities of product attributes.
Not all products are fit for use.
Consumers frequently confuse products with services.
Product-based quality cannot be defined precisely; you just know it when you see it.
Question 19. 19. (TCO 2) Which of the following systems do not have a role to play in assuring quality in a manufacturing firm? (Points : 2)
Sales
Purchasing
Product design
None of the above
Question 20. 20. (TCO 1) A consumer purchases a generic product at a cost of $5.00 instead of the competing brand-name product that sells for $7.00. The consumer feels that there is no difference in quality between the generic and brand-name products. This scenario illustrates which of the following definitions of quality? (Points : 2)
Manufacturing-based
Value-based
Product-based
User-based
Question 21. 21. (TCO 2) Viewing a McDonald’s restaurant as being composed of order taking and cashier, grilling and food preparation, drive-through, purchasing, and training processes is an example of _____. (Points : 2)
systems thinking
resource alignment
functional analysis
reengineering
Question 22. 22. (TCO 1) At the organizational level, quality concerns should center on meeting the requirements of the (Points : 2)
internal customer.
engineers and designers.
external customer.
top executives.
Question 23. 23. (TCO 2) Systems thinking _____. (Points : 2)
has yet to be viewed as an important aspect in the managing of quality
has been determined to be an unimportant aspect in the managing of quality
TQM
is a controversial topic among quality-management professionals
Question 24. 24. (TCO 1) Which of the following is NOT considered a core principle of total quality? (Points : 2)
A focus on customers and stakeholders
A process focus involving continuous improvement and learning
Cost cutting to improve short-term profitability
Companywide participation and teamwork
Question 25. 25. (TCO 2) A key element of total quality is (Points : 2)
obsession with quality.
worker healthcare.
peak performance.
inventory management.
Question 26. 26. (TCO 1) Until the start of the 1980s, most U.S. companies focused on maintaining quality levels by utilizing which of the following practices? (Points : 2)
Process-improvement efforts
Design-quality reviews
Inspection
Team-based initiatives
Question 27. 27. The principle determinant(s) of an organizations quality are its _____. (Points : 2)
process orientation
continuous improvement
teamwork and participation
customers
Question 28. 28. (TCO 2) Which of the following are considered to be two critical components of quality systems in service industries? (Points : 2)
Information systems and technical standards
Employees and information technology
Production equipment and employees
Employees and inspection processes
Question 29. 29. (TCO 1) _____ is credited with developing control charts. (Points : 2)
Eli Whitney
Frederick W. Taylor
Walter Shewhart
W. Edwards Deming
Question 30. 30. (TCO 2) All of the following factors caused the decline of American Competitiveness in the world, except for _____. (Points : 2)
emphasis on short term profits
the death of W. Edwards Deming
excessive medical costs
extensive product recalls excessive costs of liability
