TQM Test Questions Solved Correctly Latest Update 2025
Which of the following are considered to be two critical components of quality systems in service
industries? - Answers Employees and information technology
An employee's _____ can be identified through the answer to the question: "Who receives any item or
information as a result of the work he or she performs?" - Answers customers
The Deming Cycle includes all of the following except - Answers assess
Viewing a McDonald's restaurant as being composed of order taking and cashier, grilling and food
preparation, drive-through, purchasing, and training processes is an example of _____. - Answers
systems thinking
A consumer purchases a generic product at a cost of $5.00 instead of the competing brand-name
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?
- Answers Value-based
Which of the following is most appropriate in describing the quality efforts undertaken with the
scientific-management philosophy? - Answers Use of inspection was widespread.
The principle determinant(s) of an organization's quality are it's _____. - Answers customers
see lecture
Which of the following is NOT considered a core principle of total quality? - Answers A focus on
customers and stakeholders
see pg 11
Which of the following was the top priority of United States manufacturing in the time period
immediately following World War II? - Answers Production output
At the organizational level, quality concerns should center on meeting the requirements of the -
Answers internal customer.
The creation of separate quality departments in the early 1900s - Answers the responsibility for quality
to become a clouded issue
Which of the following is most appropriate in describing the quality efforts used in the early 20th
century? - Answers Use of inspection was widespread.
, see pg 7
Which of the following is a definition of the product-based quality? - Answers The quantities of product
attributes.
see lecture
Services are generally _____ intensive, whereas manufacturing is more _____ intensive. - Answers labor;
equipment
Measuring quality in service industries is considered more difficult than in manufacturing industries
because _____. - Answers the outputs are less tangible
Which of the following systems do not have a role to play in assuring quality in a manufacturing firm? -
Answers None of the above
Until the start of the 1980s, most U.S. companies focused on maintaining quality levels by utilizing which
of the following practices? - Answers Inspection
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? - Answers User-based
Systems thinking can be applied to the analysis of _____. - Answers any organization
Which of the following is NOT generally true about service organizations? - Answers Services are
tangible.
_____ is credited with developing control charts. - Answers Walter Shewhart
See pg 312
Which of the following is not true? - Answers The timing of product manufacturing is more important
than on-time service delivery.
Services differ from manufactured goods in which of the following ways? - Answers Services tend to be
produced and consumed simultaneously.
see lecture
Conformance to specifications applies to which type of quality? - Answers Manufacturing-based
Which of the following are considered to be two critical components of quality systems in service
industries? - Answers Employees and information technology
An employee's _____ can be identified through the answer to the question: "Who receives any item or
information as a result of the work he or she performs?" - Answers customers
The Deming Cycle includes all of the following except - Answers assess
Viewing a McDonald's restaurant as being composed of order taking and cashier, grilling and food
preparation, drive-through, purchasing, and training processes is an example of _____. - Answers
systems thinking
A consumer purchases a generic product at a cost of $5.00 instead of the competing brand-name
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?
- Answers Value-based
Which of the following is most appropriate in describing the quality efforts undertaken with the
scientific-management philosophy? - Answers Use of inspection was widespread.
The principle determinant(s) of an organization's quality are it's _____. - Answers customers
see lecture
Which of the following is NOT considered a core principle of total quality? - Answers A focus on
customers and stakeholders
see pg 11
Which of the following was the top priority of United States manufacturing in the time period
immediately following World War II? - Answers Production output
At the organizational level, quality concerns should center on meeting the requirements of the -
Answers internal customer.
The creation of separate quality departments in the early 1900s - Answers the responsibility for quality
to become a clouded issue
Which of the following is most appropriate in describing the quality efforts used in the early 20th
century? - Answers Use of inspection was widespread.
, see pg 7
Which of the following is a definition of the product-based quality? - Answers The quantities of product
attributes.
see lecture
Services are generally _____ intensive, whereas manufacturing is more _____ intensive. - Answers labor;
equipment
Measuring quality in service industries is considered more difficult than in manufacturing industries
because _____. - Answers the outputs are less tangible
Which of the following systems do not have a role to play in assuring quality in a manufacturing firm? -
Answers None of the above
Until the start of the 1980s, most U.S. companies focused on maintaining quality levels by utilizing which
of the following practices? - Answers Inspection
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? - Answers User-based
Systems thinking can be applied to the analysis of _____. - Answers any organization
Which of the following is NOT generally true about service organizations? - Answers Services are
tangible.
_____ is credited with developing control charts. - Answers Walter Shewhart
See pg 312
Which of the following is not true? - Answers The timing of product manufacturing is more important
than on-time service delivery.
Services differ from manufactured goods in which of the following ways? - Answers Services tend to be
produced and consumed simultaneously.
see lecture
Conformance to specifications applies to which type of quality? - Answers Manufacturing-based
