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 CORREC
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
knowledg quality.
had no effect on the quality of th
produc 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
stakeholders
a process focus involving
continuous imp learning
cost cutting to improve shortterm p
companywide participation and
teamwor
, Instructor Explanation: (See p. 19)
Points Received: 2 of 2
4. Question: (TCO 1) Which of the following
is a criticism of the product-
based definition of quality?
Your Answer: Quality is often mistakenly assume
to price.
Not all products are fit for use.
Consumers frequently confu
products Productbased qual
cannot be defined just know
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
product-
based
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 technic
standa
,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 t
servi
Services are capital intensive.
Services cannot be stored,
inventoried, o prior to delivery.
Services are produced and
consumed si
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
measured.
Services tend to be produced and c
simultaneously.
Service output is generally more
tangible
Providing service requires a lowe
degree customization than does
manufacturing.
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 CORREC
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
knowledg quality.
had no effect on the quality of th
produc 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
stakeholders
a process focus involving
continuous imp learning
cost cutting to improve shortterm p
companywide participation and
teamwor
, Instructor Explanation: (See p. 19)
Points Received: 2 of 2
4. Question: (TCO 1) Which of the following
is a criticism of the product-
based definition of quality?
Your Answer: Quality is often mistakenly assume
to price.
Not all products are fit for use.
Consumers frequently confu
products Productbased qual
cannot be defined just know
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
product-
based
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 technic
standa
,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 t
servi
Services are capital intensive.
Services cannot be stored,
inventoried, o prior to delivery.
Services are produced and
consumed si
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
measured.
Services tend to be produced and c
simultaneously.
Service output is generally more
tangible
Providing service requires a lowe
degree customization than does
manufacturing.
