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TQM Sample Questions
TQM Sample Questions
TQM Sample Questions
1. a) consumer orientation
2. b) internal competition - Given
3. c) process innovation
1. a) Quality
4. d) continuous improvement
2. b) Production - Given
1. a) 1950s
2. b) 1960s - Given
3. c) Continuous improvement
4. d) Just-in-time manufacturing
During the Middle Ages, quality was built into the
final product. This approach to quality was lost with
the advent of:
3. c) 1970s
1. a) engineering schools.
4. d) 1980s
3. c) automation.
4. d) the Industrial Revolution.
Managing for quality in organizational processes has
been referred to as _____ while managing product
quality has been referred to as _____.
3. c) Mass inspection
1. a) Big Q, Little q
4. d) Team-based initiatives
1. a) 1950s
2. b) 1960s - Given
3. c) 1970s
4. d) 1980s
_____ is credited with developing control charts.
1. a) Eli Whitney
2. b) Frederick W. Taylor - Given
3. c) Walter Shewhart
4. d) W. Edwards Deming
1. a) February
2. b) October - Given
3. c) July
4. d) March
In 1989, _____ was the first non-Japanese company to
be awarded Japans coveted Deming Prize for
quality.
1. a) Six Sigma
2. b) reengineering - Given
3. c) performance excellence
4. d) customer-focused quality
Performance excellence results in all of the following
EXCEPT:
3. c) Motorola Inc.
4. d) General Electric
A. V. Feigenbaum recognized the importance of a
comprehensive organizational approach to quality in
the 1950s and coined the term _____.
1. a) process control
1. a) Quality assurance
2. b) Kaizen - Given
3. c) quality circle
3. c) Six Sigma
4. d) Total quality
1. a) internal; external
1. a) strategic; tactical
2. b) process; control - Given
3. c) regulatory; administrative
4. d) internal; external
One common notion of quality, often used by
consumers, is that it is _____ superiority or
excellence.
4. d) traditional
The _____ definition of quality is that it is a function of
a specific, measurable variable and that differences
in quality reflect differences in quantity of some
product attribute.
1. a) manufacturing-based
2. b) product-based - Given
3. c) value-based
4. d) user-based
Offering products at everyday low prices in an
attempt to counter the common consumer practice
of buying whatever brand happens to be on special is
an example of competing on the basis of _____.
1. a) price
1. a) contrasted to
2. b) value - Given
2. b) parallel to - Given
3. c) volume
3. c) synonymous to
4. d) customer perceptions
4. d) confused with
The view that defines quality as the goodness of a
product is referred to as the _____ definition of
quality.
1. a) user-based
2. b) transcendent - Given
3. c) incidental
4. d) imminent
The _____ definition of quality is of little practical
value to managers as it does not provide a means by
which quality can be measured or assessed as a
basis for decision making.
1. a) transcendent
2. b) user-based - Given
3. c) value-based
1. a) product-based
2. b) user-based - Given
3. c) value-based
4. d) manufacturing-based
_____ are targets and tolerances determined by
designers of products and services.
1. a) Trials
2. b) Process metrics - Given
3. c) Controls
4. d) Specifications
When a part dimension is specified as 0.236
0.003 cm, it would mean that the target, or ideal
1. a) -0.0003 cm.
2. b) 0.006 cm. - Given
3. c) 0.003 cm.
4. d) -0.0006 cm.
The _____ is completed when the product has been
moved from the manufacturing plant, perhaps
through wholesale and retail outlets, to the
customer.
1. a) production-distribution cycle
2. b) product life cycle - Given
3. c) quality-circle
4. d) total quality process
The person who buys an automobile for personal use
or the guest who registers at a hotel is considered an
ultimate purchaser and is more precisely referred to
as a (n) _____.
1. a) beneficiary
2. b) first contact - Given
3. c) consumer
4. d) prosumer
S. C. Wheelwright identified six characteristics of a
strong competitive advantage. Which of the following
is NOT one of them?
1. a) profits
2. b) performance - Given
3. c) tolerance
4. d) conformance
A consumer purchases a generic product at a cost of
$5.00 instead of the branded 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?
1. a) Manufacturing-based
2. b) Value-based - Given
3. c) Product-based
4. d) User-based
A paper mill supplies a corrugated container
manufacturer with Kraft paper. The corrugated
container manufacturer uses Kraft paper to
manufacture corrugated shipping containers that are
then sold to a cereal manufacturer. Which of the
following is TRUE?
1. a) User-based
2. b) Product-based - Given
3. c) Manufacturing-based
4. d) Value-based
The _____ perspective is based on the presumption
that quality is determined by what a customer
wants.
1. a) user-based - Given
2. b) value-based
3. c) judgmental-based
4. d) manufacturing-based
1. a) Product-based
3. c) Judgmental
2. b) User-based - Given
4. d) Value-based
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
wont buy that brand of shoe again. According to
which of the following definitions did my friend judge
the shoes as being of low quality?
1. a) User-based
2. b) Value-based - Given
3. c) Product-based
4. d) Judgmental
A consumer who measures the quality of a laptop
computer by the type of microprocessor chip present
in the computer is using which of the following
definitions of quality?
1. a) User-based
2. b) Subjective-based - Given
3. c) Product-based
4. d) Manufacturing-based
Defining product quality as fitness for intended use
is the _____ -based definition of quality.
1. a) user
2. b) value - Given
3. c) judgmental
4. d) product
From a product-based perspective, quality is defined
by:
1. a) TQ techniques
2. b) Quality circles - Given
3. c) Progress schedules
4. d) Process charts
Which of the following does NOT represent a
dimension of the total quality principle of employee
involvement and teamwork?
1. a) Partnerships
1. a) conformance to specifications.
3. c) Empowerment
1. a) an integrated organizational
infrastructure.
2. b) a set of management practices. Given
3. c) an individualized reward system.
4. d) Self-managed teams
Which of the following is NOT a form of improvement
encouraged under total quality?
1. a) Reducing defects
2. b) Increasing cycle time - Given
3. c) Reducing waste
4. d) Increasing productivity
_____ is a people-focused management system that
aims at continual increase in customer satisfaction at
continually lower real cost.
1. a) Kaizen
2. b) Human resources management Given
3. c) Total Quality
4. d) Process management
Graphical and statistical methods to analyze data are
referred to as _____ of total quality.
1. a) practices - Given
2. b) tools
3. c) actions
4. d) processes
Business ethics, public health and safety, the
environment, and community and professional
support are necessary activities that fall under _____.
1. a) corporate policy
2. b) social responsibility - Given
3. c) management ethics
4. d) organizational effectiveness
Joseph Juran credited _____ of the entire workforce as
one of the reasons for Japans rapid quality
achievements.
1. a) obedience
2. b) conformity - Given
3. c) creativity
4. d) professional qualifications
Problem-solving teams were introduced in the United
States in the 1940s to help solve problems on the
factory floor. The Japanese began widespread
implementation of similar teams, called _____.
1. a) quality circles
2. b) quality teams - Given
4. d) complementary
The traditional way of viewing an organization is by
surveying the _____ by keeping an eye on an
organization chart.
1. a) vertical dimension
2. b) horizontal dimension - Given
3. c) number of employees
4. d) organizational culture
_____ refers to both incremental changes, which are
small and gradual, and breakthrough, or large and
rapid, improvements.
1. a) Quality circles
2. b) Process innovation - Given
3. c) Continuous improvement
4. d) Quality leaps
Training and determining employee satisfaction are
examples of:
1. a) parallel
2. b) vertical - Given
3. c) horizontal
3. c) suppliers.
4. d) competitors.
TQ practices can be classified into basic areas of
management that are generic to any organization.
Which of the following is NOT one of them?
1. a) quality circle
2. b) learning cycle - Given
3. c) quality cycle
4. d) process improvement loop
Which of the following is defined as continually
expanding its capacity to create its future?
1. a) Learning organization
2. b) Quality team - Given
3. c) Reengineering group
4. d) Focus group
_____ is the learning that enhances our capacity to
create.
1. a) Adaptive learning
1. a) empowering employees.
2. b) emphasizing postproduction
inspection. - Given
3. c) Creative learning
1. a) quality circle
4. d) Generative learning
Which of the following is NOT a characteristic of a
strong competitive advantage?
1. a) Quality focus
2. b) Competitive advantage - Given
3. c) Performance excellence
4. d) Customer focus
Which of the following is TRUE of the relationship
between quality and profitability?
1. a) organizational level.
2. b) performer/job level. - Given
3. c) process level.
4. d) customer level.
At the organizational level, quality concerns center
on:
1. a) integrated
2. b) process - Given
3. c) performer
4. d) organizational
1. True
2. False - Given
3. c) a desired result.
4. d) a way to avoid the defect.
Which of the following correctly matches a
perspective (or definition) of quality with its correct
explanation?
1. a) Manufacturing-based perspective
If a product conforms to design
specifications, it has good quality.
2. b) Value-based perspective Quality is
something that is intuitively understood
but nearly impossible to communicate. Given
3. c) User-based perspective Quality is
found in the components and attributes
of a product.
4. d) Judgmental perspective If the
product is perceived as providing good
value for the price, it has good quality.
3. True
1. False - Given
A product-based definition of quality implies no
relationship between the perceived quality of a
product and the quantity of some product attribute.
1. True
4. False - Given
A value-based perspective on quality implies a
relationship of usefulness to price.
5. True
1. False - Given
Assessment of quality is affected by ones position in
the value chain.
6. True
1. False - Given
In the early Twentieth century, the artificial
separation of production workers from responsibility
for quality assurance led to an increased focus on
quality among both workers and their managers.
1. True - Given
1. True
2. False
7. False - Given
1. True
1. True
2. False - Given
2. False - Given
1. True
2. False - Given
A cross-functional team is an example of horizontal
coordination between organizational units.
1. True
2. False - Given
In total quality, vertical functional relationships are
stressed more than horizontal, cross-functional
relationships.
1. True
3. False - Given
Empowering workers shifts the responsibility for
quality from the factory floor to the quality control
department.
1. True
4. False - Given
Business ethics, public health and safety, and
environmental issues are beyond the scope of total
quality.
1. True
5. False - Given
The employee who conducts a final product
inspection is the principle judge of quality under total
quality.
1. True
6. False - Given
Process management is an element of the total
quality infrastructure. \
1. True
1. True
7. False - Given
The use of self-managed teams that combine
teamwork and empowerment is a powerful method of
employee involvement.
1. True
2. False - Given
In total quality, vertical functional relationships are
stressed more than horizontal, cross-functional
relationships.
1. True
8. False - Given
Self-managed teams were the primary means of
quality control during the first half of the twentieth
century.
1. True
9. False - Given
According to the principles of TQM, quality is
synonymous with tight tolerance and conformance to
specifications.
1. True
10.
False - Given