Test Bank & Instructor’s Solutions Manual
to accompany
QUALITY MANAGEMENT
for Organizational Excellence
Seventh Edition
David L. Goetsch
Stanley B. Davis
__________________________________________________________________________________
1
, TEST BANK
Chapter One
THE TOTAL QUALITY APPROACH TO QUALITY
MANAGEMENT
TRUE/FALSE: Place T or F in the space provided to the left of the statement.
__T___1. Quality deals not only products and services but also includes people, processes, and
environments.
__F___2. Joseph M. Juran is best known for the Seven Deadly Diseases.
__T___3. Today’s consumers define quality as being flawless and having all of the attributes
they want in just the way they want them.
_T____4. According to the Three-Legged Stool of Total Quality, the seat of the stool is customer
focus.
__F___5. Quality management has o future in the 21st century.
__T___6. Peak performance is essential to organizations that operate in a globally competitive
environment.
MULTIPLE CHOICE: Circle the letter before the correct answer in each of the following
questions.
1. The total quality approach has which of the following characteristics?
A. ( Teamwork )
B. Obsession with quantity
C. Confusion and poor leadership
D. One employee in charge
2. Customers want an excellent product or service from an organization that also provides:
A. The Deming Cycle
B. Quick fixes
C. ( Reliable delivery and after purchase support )
D. Stamps
2
,3. Which of the following functions is part of the Juran Trilogy?
A. Pareto Principle
B. ( Quality planning )
C. Unity of purpose
D. Six Sigma Program
4. Crosby's Quality Vaccine consists of three ingredients. Which of the following is not one
of the three ingredients?
A. ( Teamwork )
B. Education
C. Determination
D. Implementation
5. Which of the following is a trend that will shape the future of quality management?
A. The Deming Cycle.
B. The Juran Trilogy.
C. Global economy.
D. ( Increasing global competition. )
6. Which of the following certifications is for managers who lead and champion continual-
process improvement initiatives?
A. Calibration technician
B. Six Sigma Green Belt
C. ( Manager of Quality/Organizational Excellence )
D. Quality Process Analyst
MULTIPLE CHOICE: Circle the letter before the correct answer in each of the following
questions.
1. Of the trends listed below, which one increases the level of globalization in business?
A. Growing irrelevance of distance.
B. Shifts in the interest rates.
C. ( Quality of the product. )
D. Rise of small towns.
2. Which of the following statements are considered true concerning the affects of global
integration?
A. It has helped fuel economic growth throughout the industrialized world.
B. It can be the Achilles heel of economic growth.
C. Downturns in one country can now have a ripple effect that quickly spreads to other
countries.
D. ( All of the above )
3
, 3. Which of the following countries is the most competitive country in the world?
A. Germany
B. United States
C. ( Japan )
D. Switzerland
4. When making comparisons among internationally competing countries, the following
indicators are used:
A. ( Standard of living and investment. )
B. Quality is the key to success.
C. Government infrastructure.
D. Ability to compete.
5. The most important key in maximizing competitiveness is:
A. Education
B. ( Human resources )
C. Teamwork
D. Government
1. The most common college degree among American CEOs is the:
A. Quality management
B. ( MBA )
C. CFO
D. Management and Leadership
Chapter Three
MULTIPLE CHOICE: Circle the letter before the correct answer in each of the following
questions.
1. Which of the following statements apply when developing a mission statement?
A. ( The how-to statements. )
B. Describe the “who, what, and where” of the organization.
C. Be brief, but comprehensive.
D. Choose wording that is simple.
2. Which of the following statements best describe the acronym SWOT?
A. Specific, Witness, Opportunities, and Time.
B. Single, Weaknesses, Occasion, and Tactics.
C. ( Strengths, Weaknesses, Opportunities, and Threats. )
D. Strategic, Weaknesses, Objectives, and Tactics.
3. Strategic management is
A. Creative thinkers who look at their business environment from a different perspective.
B. Expansive and wasteful.
C. Constantly seeking gaps in the marketplace that their companies can fill.
D. ( Management that bases decisions within an ethical framework. )
4
to accompany
QUALITY MANAGEMENT
for Organizational Excellence
Seventh Edition
David L. Goetsch
Stanley B. Davis
__________________________________________________________________________________
1
, TEST BANK
Chapter One
THE TOTAL QUALITY APPROACH TO QUALITY
MANAGEMENT
TRUE/FALSE: Place T or F in the space provided to the left of the statement.
__T___1. Quality deals not only products and services but also includes people, processes, and
environments.
__F___2. Joseph M. Juran is best known for the Seven Deadly Diseases.
__T___3. Today’s consumers define quality as being flawless and having all of the attributes
they want in just the way they want them.
_T____4. According to the Three-Legged Stool of Total Quality, the seat of the stool is customer
focus.
__F___5. Quality management has o future in the 21st century.
__T___6. Peak performance is essential to organizations that operate in a globally competitive
environment.
MULTIPLE CHOICE: Circle the letter before the correct answer in each of the following
questions.
1. The total quality approach has which of the following characteristics?
A. ( Teamwork )
B. Obsession with quantity
C. Confusion and poor leadership
D. One employee in charge
2. Customers want an excellent product or service from an organization that also provides:
A. The Deming Cycle
B. Quick fixes
C. ( Reliable delivery and after purchase support )
D. Stamps
2
,3. Which of the following functions is part of the Juran Trilogy?
A. Pareto Principle
B. ( Quality planning )
C. Unity of purpose
D. Six Sigma Program
4. Crosby's Quality Vaccine consists of three ingredients. Which of the following is not one
of the three ingredients?
A. ( Teamwork )
B. Education
C. Determination
D. Implementation
5. Which of the following is a trend that will shape the future of quality management?
A. The Deming Cycle.
B. The Juran Trilogy.
C. Global economy.
D. ( Increasing global competition. )
6. Which of the following certifications is for managers who lead and champion continual-
process improvement initiatives?
A. Calibration technician
B. Six Sigma Green Belt
C. ( Manager of Quality/Organizational Excellence )
D. Quality Process Analyst
MULTIPLE CHOICE: Circle the letter before the correct answer in each of the following
questions.
1. Of the trends listed below, which one increases the level of globalization in business?
A. Growing irrelevance of distance.
B. Shifts in the interest rates.
C. ( Quality of the product. )
D. Rise of small towns.
2. Which of the following statements are considered true concerning the affects of global
integration?
A. It has helped fuel economic growth throughout the industrialized world.
B. It can be the Achilles heel of economic growth.
C. Downturns in one country can now have a ripple effect that quickly spreads to other
countries.
D. ( All of the above )
3
, 3. Which of the following countries is the most competitive country in the world?
A. Germany
B. United States
C. ( Japan )
D. Switzerland
4. When making comparisons among internationally competing countries, the following
indicators are used:
A. ( Standard of living and investment. )
B. Quality is the key to success.
C. Government infrastructure.
D. Ability to compete.
5. The most important key in maximizing competitiveness is:
A. Education
B. ( Human resources )
C. Teamwork
D. Government
1. The most common college degree among American CEOs is the:
A. Quality management
B. ( MBA )
C. CFO
D. Management and Leadership
Chapter Three
MULTIPLE CHOICE: Circle the letter before the correct answer in each of the following
questions.
1. Which of the following statements apply when developing a mission statement?
A. ( The how-to statements. )
B. Describe the “who, what, and where” of the organization.
C. Be brief, but comprehensive.
D. Choose wording that is simple.
2. Which of the following statements best describe the acronym SWOT?
A. Specific, Witness, Opportunities, and Time.
B. Single, Weaknesses, Occasion, and Tactics.
C. ( Strengths, Weaknesses, Opportunities, and Threats. )
D. Strategic, Weaknesses, Objectives, and Tactics.
3. Strategic management is
A. Creative thinkers who look at their business environment from a different perspective.
B. Expansive and wasteful.
C. Constantly seeking gaps in the marketplace that their companies can fill.
D. ( Management that bases decisions within an ethical framework. )
4
