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
CORREC
external customer
T
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 work
managers.
upper management to be more knowl
quality.
had no effect on the quality of the pro
customer received.
production efficiency to decline.
Instructor Explanation: (See p.5)
Points Received: 2 of 2
3. Question: (TCO 1) Which of the following
is NOT considered a core principle
of total quality?
Your Answer: a focus on customers and stakeholde
a process focus involving continuous
learning
cost cutting to improve shortterm
companywide participation and teamw
, Instructor Explanation: (See p. 19)
Points Received: 2 of 2
4. Question: (TCO 1) Which of the following is a
criticism of the productbased
definition of quality?
Your Answer: Quality is often mistakenly assume
to price.
Not all products are fit for use.
Consumers frequently confuse produc
Productbased quality cannot be defin
just know it when you see it.
Instructor Explanation: (See p. 13)
Points Received: 2 of 2
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: userbased CORRECT ANSW
valuebased
productbased
judgmental INCORRECT
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 sta
employees and information system
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 s
Services are capital intensive.
Services cannot be stored, inventoried
prior to delivery.
Services are produced and consumed
Instructor Explanation: (See pp. 59-60)
Points Received: 2 of 2
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 jud
the death of W. Edwards Deming.
the intense media coverage of the space s
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 measure
Services tend to be produced and c
simultaneously.
Service output is generally more tang
Providing service requires a lower deg
customization than does manufacturin
Instructor Explanation: (See p. 60)
Points Received: 2 of 2
10. Question: (TCO 2) The one totalquality
, 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 u
CORRECT : knowledge and creativity
workforce
Diagrammed continuous
CORRECT : improvement
Denotes a firm’s ability to
CORRECT : market superiority
Consists of employee
CORRECT :
information technolo
Generally creates a lower
CORRECT : of customization
Instructor Explanation: (See pp. 20, 22, 26, 61, and 59)
Points Received: 10 of 10
There are 2 pages in this exam:
Page: 1 2
There are 2 pages in this exam:
Page: 1 2
1. Question: (TCO 1) Understanding why
something works or does not work
results in learning. What are the four
stages of any learning cycle?
Your Answer: The four stages of the learning
cycle consists of 1. Planning 2.
Execution of plans 3.
Assessment of progress 4.
Revision of plans based on
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
CORREC
external customer
T
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 work
managers.
upper management to be more knowl
quality.
had no effect on the quality of the pro
customer received.
production efficiency to decline.
Instructor Explanation: (See p.5)
Points Received: 2 of 2
3. Question: (TCO 1) Which of the following
is NOT considered a core principle
of total quality?
Your Answer: a focus on customers and stakeholde
a process focus involving continuous
learning
cost cutting to improve shortterm
companywide participation and teamw
, Instructor Explanation: (See p. 19)
Points Received: 2 of 2
4. Question: (TCO 1) Which of the following is a
criticism of the productbased
definition of quality?
Your Answer: Quality is often mistakenly assume
to price.
Not all products are fit for use.
Consumers frequently confuse produc
Productbased quality cannot be defin
just know it when you see it.
Instructor Explanation: (See p. 13)
Points Received: 2 of 2
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: userbased CORRECT ANSW
valuebased
productbased
judgmental INCORRECT
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 sta
employees and information system
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 s
Services are capital intensive.
Services cannot be stored, inventoried
prior to delivery.
Services are produced and consumed
Instructor Explanation: (See pp. 59-60)
Points Received: 2 of 2
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 jud
the death of W. Edwards Deming.
the intense media coverage of the space s
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 measure
Services tend to be produced and c
simultaneously.
Service output is generally more tang
Providing service requires a lower deg
customization than does manufacturin
Instructor Explanation: (See p. 60)
Points Received: 2 of 2
10. Question: (TCO 2) The one totalquality
, 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 u
CORRECT : knowledge and creativity
workforce
Diagrammed continuous
CORRECT : improvement
Denotes a firm’s ability to
CORRECT : market superiority
Consists of employee
CORRECT :
information technolo
Generally creates a lower
CORRECT : of customization
Instructor Explanation: (See pp. 20, 22, 26, 61, and 59)
Points Received: 10 of 10
There are 2 pages in this exam:
Page: 1 2
There are 2 pages in this exam:
Page: 1 2
1. Question: (TCO 1) Understanding why
something works or does not work
results in learning. What are the four
stages of any learning cycle?
Your Answer: The four stages of the learning
cycle consists of 1. Planning 2.
Execution of plans 3.
Assessment of progress 4.
Revision of plans based on
