TQM QUIZ……….

TQM Quizzes

Quiz 1
There are 2 pages in this exam:

Page: 1 2

1. Question: (TCO 1) At the organizational level,
quality concerns should center on meeting the requirements of the ________.
Your Answer:

internal customer

engineers and designers

external customer

top executives

Instructor Explanation: (See p. 29)
Points Received: 2 of 2
2. Question: (TCO 1) The creation of separate
quality departments in the early 1900s caused ________
Your Answer:

indifference to quality among workers and their managers.
upper management to be more knowledgeable about quality.

had no effect on the quality of the products the customer
received.

production efficiency to decline.

3. Question: (TCO 1) Which of the following is
NOT considered a core principle of total quality?
Your Answer:

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
4. Question: (TCO 1) Which of the following is a
criticism of the product-based definition of quality?
Your Answer:

Quality is often mistakenly assumed to be related to price. CORRECT

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.

5. Question: (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?
Your Answer:

user-based

value-based

product-based

judgmental
Instructor Explanation: (See p. 13)
Points Received: 0 of 2
6. Question: (TCO 2) Which of the following are
considered to be two critical components of quality systems in service
industries?
Your Answer:

information systems and technical standards.

employees and information systems.

production equipment and employees.

employees and inspection processes.

Instructor Explanation: (See p. 61)
Points Received: 2 of 2
7. Question: (TCO 2) Which of the following is
NOT generally true about service organizations?
Your Answer:

Customers often are involved in the service process.

Services are capital intensive.

Services cannot be stored, inventoried, or inspected prior
to delivery.

Services are produced and consumed simultaneously.

8. Question: (TCO 2) All of the following factors
helped ignite the United States’ quality revolution of the 1980s, except for
________
Your Answer:

the rapid increase of product-liability judgments.

the death of W. Edwards Deming.

the intense media coverage of the space shuttle Challenger
disaster.

extensive product recalls.

Instructor Explanation: (See p. 9)
Points Received: 2 of 2
9. Question: (TCO 2) Services differ from
manufactured goods in which of the following ways?
Your Answer:

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.

Instructor Explanation: (See p. 60)
Points Received: 2 of 2
10. Question: (TCO 2) The one total-quality
principle that generally is well addressed in small businesses is ________
Your Answer:

process orientation.

continuous improvement.

teamwork and participation.

focus on customers.
Instructor Explanation: (See p. 73)
Points Received: 2 of 2
11. Question: (TCO 1 & 2) Match the following:
Your Answer: :
Is credited with the full use of knowledge and creativity in
a workforce 1: 
:
Diagrammed continuous improvement 4: W.
:

Denotes a firm’s ability to achieve market superiority
2: 
:
Consists of employees and information technology
5: 
:
Generally creates a lower degree of customization
3:

________________________________________

1. Question: (TCO 1) Understanding why something
works or does not work results in learning. What are the four stages of any
learning cycle?

(See p. 23)
Points Received: 5 of 5
2. Question: (TCO 1) Briefly describe the two
types of customers inherit to TQM.

3. Question: (TCO 1) TQM is based on three
fundamental principles. Although simplistic, TQM management practices are
different than they are in non-TQM operations. Briefly describe how the two
sets of management practices are differ.

Points Received: 5 of 5
4. Question: (TCO 2) Why are performance
standards often difficult to identify and measure in a service system?

5. Question: (TCO 2) Briefly explain why in a TQM
system it is often said that “every manager is a quality manager.”

6. Question: (TCO 2) NonTQM manufacturing
operations focus primarliy on what?
2