, TESTBANK FOR Managing for Quality and
Performance Excellence 12th Edition by James
Evans
Notes
1- The file is chapter after chapter.
2- We have shown you few pages sample.
3- The file contains all Appendix and Excel sheet
if it exists.
4- We have all what you need, we make update
at every time. There are many new editions
waiting you.
5- If you think you purchased the wrong file You
can contact us at every time, we can replace it
with true one.
Our email:
,Name: Class: Date:
Chapter 01: Introduction to Quality
1. People view quality subjectively and in relation to differing criteria based on their individual roles in
the production-marketing value chain.
a. True
b. False
ANSWER: True
2. The transcendent definition of quality was first defined as the goodness of a product.
a. True
b. False
ANSWER: True
3. The user perspective of quality judges a product based on how well the product performs its intended
function.
a. True
b. False
ANSWER: True
4. If a competitor offers the same quality package of goods and services at a lower price, customers will
generally choose the one having the lower price.
a. True
b. False
ANSWER: True
5. Every employee in an organization has internal customers who receive goods or services from
suppliers within the organization.
a. True
b. False
ANSWER: True
6. Because of production variability, the use of interchangeable parts necessitates careful control of
quality, both in design and manufacturing.
a. True
b. False
ANSWER: True
7. During the 1940s and 1950s, after World War II, the quality of products was the most important
priority of top managers, as it was recognized as the key to worldwide success.
a. True
b. False
ANSWER: False
8. Although quality can drive business success, it cannot guarantee it, and one must not infer that business
failures or stock price drops are the result of poor quality.
a. True
b. False
Copyright Cengage Learning. Powered by Cognero. Page 1
,Name: Class: Date:
Chapter 01: Introduction to Quality
ANSWER: True
9. Service 4.0 applies digitization to services that create higher productivity, innovation, and value chain
advantages in service industries.
a. True
b. False
ANSWER: True
10. It is the responsibility of marketing and sales employees to learn about the products and product
features that consumers want and know the prices that consumers are willing to pay for them.
a. True
b. False
ANSWER: True
11. The receiving department in an organization ensures that the delivered items are of the quality
specified by the purchase contract.
a. True
b. False
ANSWER: True
12. The tool engineering function is responsible for designing and maintaining the tools used in
manufacturing and inspection.
a. True
b. False
ANSWER: False
13. Inspection should be used as a means of gathering information that can be used to improve quality,
not simply to remove defective items.
a. True
b. False
ANSWER: True
14. If quality is built into the product properly, inspection should be unnecessary except for auditing
purposes and functional testing.
a. True
b. False
ANSWER: True
15. The production of services typically requires a lower degree of customization than does
manufacturing.
a. True
b. False
ANSWER: False
Copyright Cengage Learning. Powered by Cognero. Page 2
,Name: Class: Date:
Chapter 01: Introduction to Quality
16. The output of many service systems is intangible, whereas manufacturing produces tangible, visible
products.
a. True
b. False
ANSWER: True
17. Manufacturing is generally more labor intensive compared to services.
a. True
b. False
ANSWER: False
18. Services are produced prior to consumption.
a. True
b. False
ANSWER: False
19. Customers evaluate a service primarily by the quality of the human contact.
a. True
b. False
ANSWER: True
20. The rapid increase in liability suits has made legal services an important aspect of quality assurance.
a. True
b. False
ANSWER: True
21. Accounting data are useful in identifying areas of quality improvement and tracking the progress of
quality improvement programs.
a. True
b. False
ANSWER: True
22. The professional certifications of Certified Quality Manager, Certified Quality Engineer, and Certified
Quality Auditor are sanctioned by the American Society for Quality (ASQ).
a. True
b. False
ANSWER: True
23. It is the responsibility of the organization’s quality function to “own” or guarantee quality throughout
the organization.
a. True
b. False
ANSWER: False
Copyright Cengage Learning. Powered by Cognero. Page 3
,Name: Class: Date:
Chapter 01: Introduction to Quality
24. The high quality of products is itself an important source of competitive advantage for organizations.
a. True
b. False
ANSWER: True
25. Quality-focused companies achieve better employee participation and relations, improved product and
service quality, higher productivity, greater customer satisfaction, increased market share, and improved
profitability.
a. True
b. False
ANSWER: True
26. Employees who embrace quality as a personal value often go beyond what they’re asked or normally
expected to do to reach a difficult goal or provide extraordinary service to a customer.
a. True
b. False
ANSWER: True
27. Six Sigma focuses on outputs that are critical to customers and justifies improvements by
demonstrating a clear financial return for the organization.
a. True
b. False
ANSWER: True
28. According to the Quality Improvement Glossary, how is quality defined?
a. A measurable attribute of a product or service
b. A universal standard agreed upon by all individuals
c. A subjective term with individualized definition
d. An objective measure of performance and efficiency
ANSWER: c
29. Which of the following statements regarding the transcendent or judgmental perspective of quality is
true?
a. It is of little practical value to the managers, as standards of excellence vary considerably
among individuals.
b. It provides a precise and universally acceptable definition for quality.
c. It defines quality on the basis of the relationship of product benefits to price.
d. It provides a means by which quality can be measured or assessed as a basis for practical
business decisions.
ANSWER: a
30. A consumer electronics company introduced a new music system into the market with multiple
features such as a built-in alarm, mobile and iPod charger, radio, and many more. Which perspective of
quality is the company trying to influence by providing multiple features in a single product?
a. Value
Copyright Cengage Learning. Powered by Cognero. Page 4
,Name: Class: Date:
Chapter 01: Introduction to Quality
b. User
c. Product
d. Transcendent
ANSWER: c
31. Which of the following perspectives of quality focuses on the relationship of product benefits to
price?
a. Value perspective
b. Product perspective
c. User perspective
d. Manufacturing perspective
ANSWER: a
32. The value perspective defines quality of a product on the basis of the
a. ability of the product to perform its intended function.
b. relationship of product benefits to price.
c. quantity of some product attribute.
d. product’s conformance to its specifications.
ANSWER: b
33. Kosher’s Supermarket employs various strategies to provide good quality products to consumers at
lower prices compared to other competing stores. Which perspective of quality is this marketing strategy
most likely to influence?
a. User
b. Product
c. Value
d. Manufacturing
ANSWER: c
34. Which of the following perspectives defines quality for production workers?
a. Manufacturing perspective
b. User perspective
c. Value perspective
d. Transcendent perspective
ANSWER: a
35. Which perspective defines quality as the totality of features and characteristics of a product or service
that bears on its ability to satisfy given needs?
a. Value
b. Transcendent
c. Manufacturing
d. Customer
ANSWER: d
Copyright Cengage Learning. Powered by Cognero. Page 5
,Name: Class: Date:
Chapter 01: Introduction to Quality
36. The ultimate purchaser of a product or service is referred to as a(n)
a. supplier.
b. external customer.
c. consumer.
d. internal customer.
ANSWER: c
37. Shenzen Electronics, a cell phone manufacturing company, buys microphones and Bluetooth handsets
from Atid Infotech. For Atid Infotech, Shenzen is a(n)
a. consumer.
b. supplier.
c. external customer.
d. internal customer.
ANSWER: c
38. Which of the following statements regarding internal customers of an organization is true?
a. They buy products or services for their own personal use.
b. They receive goods or services from suppliers within the organization.
c. They are the ultimate purchasers of a product or service.
d. They have a mandatory instruction to share the feedback on service.
ANSWER: b
39. From which perspective do customers generally view quality?
a. User
b. Manufacturing
c. Value
d. Transcendent
ANSWER: d
40. During which ancient Chinese dynasty did the roots of modern quality assurance methods originate?
a. Han
b. Tang
c. Zhou
d. Qin
ANSWER: c
41. What key innovation facilitated higher productivity and faster production during the First Industrial
Revolution?
a. Introduction of electricity and the backend circuit
b. Development of systems with interchangeable parts
c. Invention of the assembly line for better services
d. Discovery of petroleum and by-products of crude oil
ANSWER: b
Copyright Cengage Learning. Powered by Cognero. Page 6
,Name: Class: Date:
Chapter 01: Introduction to Quality
42. Who is credited with developing control charts?
a. Henry Ford, Sr.
b. Frederick W. Taylor
c. Walter Shewhart
d. Thomas Jefferson
ANSWER: c
43. According to the American Society for Quality, what is one of the value propositions for Quality 4.0?
a. Increase in the speed of Internet and connectivity
b. Increase in electricity network and power back-up
c. Increase in the speed and quality of decision-making
d. Increase in emphasis on manual inspection processes
ANSWER: c
44. Which of the following statements regarding quality management during the age of craftsmanship is
true?
a. Inspection served as the predominant method for ensuring quality control in the
manufacturing process.
b. Various statistical methods and control charts were being used to identify quality problems in
production processes and to ensure consistency of output.
c. Ensuring quality of products was the responsibility of the quality departments, not the workers
who were directly involved in creating the products.
d. Quality assurance was informal, and efforts were made to ensure that quality was built into
products by the people who produced them.
ANSWER: d
45. The concept of total quality is defined as a(n)
a. customer-focused, results-oriented approach to business improvement that integrates many
traditional quality improvement tools with a bottom-line and strategic orientation.
b. people-focused management system that aims at continual increase in customer satisfaction at
continually lower real cost.
c. structured approach to organizational management that is used to prioritize and select projects
that have high benefits relative to the effort involved in accomplishing them.
d. integrated approach to organizational performance management that results in lower
consumption of resources.
ANSWER: b
46. Which of the following statements regarding the Six Sigma approach to quality improvement is true?
a. It is primarily concerned with improving customer satisfaction through marketing strategies
and improving after-sales services.
b. It integrates many traditional quality improvement tools and techniques that have been tested
and validated over the years, with a bottom-line and strategic orientation that appeals to senior
managers.
c. It becomes less effective in addressing problems related to quality and efficiency if the Six
Sigma tools are combined with lean tools from the Toyota production system.
d. It focuses entirely on the training and education of managers and not the front-line employees
and the technical staff in the organization.
Copyright Cengage Learning. Powered by Cognero. Page 7
, Name: Class: Date:
Chapter 01: Introduction to Quality
ANSWER: b
47. Which aspect of production planning and scheduling aims to maintain a smooth flow of production by
ensuring the availability of materials, tools, and equipment?
a. Long-term production requirements
b. Short-term production requirements
c. Small batch production
d. Single piece flow
ANSWER: b
48. The purchasing department helps a firm achieve quality by
a. defining long- and short-term production requirements for filling customer orders and meeting
anticipated demand.
b. ensuring that the products are assembled correctly and eliminating the causes that can lead to
defects or errors in the final product.
c. collaborating with product design engineers to develop realistic specifications for the product.
d. providing quality-improvement training to suppliers.
ANSWER: d
49. Which of the following employees in an organization are responsible for selecting appropriate
technologies, equipment, and work methods for producing quality products?
a. Production workers
b. Industrial engineers
c. Salespeople
d. Tool engineers
ANSWER: b
50. Which of the following functions in the manufacturing system is responsible for specifying long- and
short-term production requirements for filling customer orders and meeting anticipated demand?
a. Product design and engineering
b. Manufacturing and assembly
c. Production planning and scheduling
d. Industrial engineering and process design
ANSWER: c
51. Which function is responsible for designing and maintaining manufacturing equipment to prevent
defects and ensure efficiency?
a. Process engineering
b. Quality control
c. Supply chain management
d. Tool engineering
ANSWER: d
52. The production of services differs from manufacturing because services
Copyright Cengage Learning. Powered by Cognero. Page 8
Performance Excellence 12th Edition by James
Evans
Notes
1- The file is chapter after chapter.
2- We have shown you few pages sample.
3- The file contains all Appendix and Excel sheet
if it exists.
4- We have all what you need, we make update
at every time. There are many new editions
waiting you.
5- If you think you purchased the wrong file You
can contact us at every time, we can replace it
with true one.
Our email:
,Name: Class: Date:
Chapter 01: Introduction to Quality
1. People view quality subjectively and in relation to differing criteria based on their individual roles in
the production-marketing value chain.
a. True
b. False
ANSWER: True
2. The transcendent definition of quality was first defined as the goodness of a product.
a. True
b. False
ANSWER: True
3. The user perspective of quality judges a product based on how well the product performs its intended
function.
a. True
b. False
ANSWER: True
4. If a competitor offers the same quality package of goods and services at a lower price, customers will
generally choose the one having the lower price.
a. True
b. False
ANSWER: True
5. Every employee in an organization has internal customers who receive goods or services from
suppliers within the organization.
a. True
b. False
ANSWER: True
6. Because of production variability, the use of interchangeable parts necessitates careful control of
quality, both in design and manufacturing.
a. True
b. False
ANSWER: True
7. During the 1940s and 1950s, after World War II, the quality of products was the most important
priority of top managers, as it was recognized as the key to worldwide success.
a. True
b. False
ANSWER: False
8. Although quality can drive business success, it cannot guarantee it, and one must not infer that business
failures or stock price drops are the result of poor quality.
a. True
b. False
Copyright Cengage Learning. Powered by Cognero. Page 1
,Name: Class: Date:
Chapter 01: Introduction to Quality
ANSWER: True
9. Service 4.0 applies digitization to services that create higher productivity, innovation, and value chain
advantages in service industries.
a. True
b. False
ANSWER: True
10. It is the responsibility of marketing and sales employees to learn about the products and product
features that consumers want and know the prices that consumers are willing to pay for them.
a. True
b. False
ANSWER: True
11. The receiving department in an organization ensures that the delivered items are of the quality
specified by the purchase contract.
a. True
b. False
ANSWER: True
12. The tool engineering function is responsible for designing and maintaining the tools used in
manufacturing and inspection.
a. True
b. False
ANSWER: False
13. Inspection should be used as a means of gathering information that can be used to improve quality,
not simply to remove defective items.
a. True
b. False
ANSWER: True
14. If quality is built into the product properly, inspection should be unnecessary except for auditing
purposes and functional testing.
a. True
b. False
ANSWER: True
15. The production of services typically requires a lower degree of customization than does
manufacturing.
a. True
b. False
ANSWER: False
Copyright Cengage Learning. Powered by Cognero. Page 2
,Name: Class: Date:
Chapter 01: Introduction to Quality
16. The output of many service systems is intangible, whereas manufacturing produces tangible, visible
products.
a. True
b. False
ANSWER: True
17. Manufacturing is generally more labor intensive compared to services.
a. True
b. False
ANSWER: False
18. Services are produced prior to consumption.
a. True
b. False
ANSWER: False
19. Customers evaluate a service primarily by the quality of the human contact.
a. True
b. False
ANSWER: True
20. The rapid increase in liability suits has made legal services an important aspect of quality assurance.
a. True
b. False
ANSWER: True
21. Accounting data are useful in identifying areas of quality improvement and tracking the progress of
quality improvement programs.
a. True
b. False
ANSWER: True
22. The professional certifications of Certified Quality Manager, Certified Quality Engineer, and Certified
Quality Auditor are sanctioned by the American Society for Quality (ASQ).
a. True
b. False
ANSWER: True
23. It is the responsibility of the organization’s quality function to “own” or guarantee quality throughout
the organization.
a. True
b. False
ANSWER: False
Copyright Cengage Learning. Powered by Cognero. Page 3
,Name: Class: Date:
Chapter 01: Introduction to Quality
24. The high quality of products is itself an important source of competitive advantage for organizations.
a. True
b. False
ANSWER: True
25. Quality-focused companies achieve better employee participation and relations, improved product and
service quality, higher productivity, greater customer satisfaction, increased market share, and improved
profitability.
a. True
b. False
ANSWER: True
26. Employees who embrace quality as a personal value often go beyond what they’re asked or normally
expected to do to reach a difficult goal or provide extraordinary service to a customer.
a. True
b. False
ANSWER: True
27. Six Sigma focuses on outputs that are critical to customers and justifies improvements by
demonstrating a clear financial return for the organization.
a. True
b. False
ANSWER: True
28. According to the Quality Improvement Glossary, how is quality defined?
a. A measurable attribute of a product or service
b. A universal standard agreed upon by all individuals
c. A subjective term with individualized definition
d. An objective measure of performance and efficiency
ANSWER: c
29. Which of the following statements regarding the transcendent or judgmental perspective of quality is
true?
a. It is of little practical value to the managers, as standards of excellence vary considerably
among individuals.
b. It provides a precise and universally acceptable definition for quality.
c. It defines quality on the basis of the relationship of product benefits to price.
d. It provides a means by which quality can be measured or assessed as a basis for practical
business decisions.
ANSWER: a
30. A consumer electronics company introduced a new music system into the market with multiple
features such as a built-in alarm, mobile and iPod charger, radio, and many more. Which perspective of
quality is the company trying to influence by providing multiple features in a single product?
a. Value
Copyright Cengage Learning. Powered by Cognero. Page 4
,Name: Class: Date:
Chapter 01: Introduction to Quality
b. User
c. Product
d. Transcendent
ANSWER: c
31. Which of the following perspectives of quality focuses on the relationship of product benefits to
price?
a. Value perspective
b. Product perspective
c. User perspective
d. Manufacturing perspective
ANSWER: a
32. The value perspective defines quality of a product on the basis of the
a. ability of the product to perform its intended function.
b. relationship of product benefits to price.
c. quantity of some product attribute.
d. product’s conformance to its specifications.
ANSWER: b
33. Kosher’s Supermarket employs various strategies to provide good quality products to consumers at
lower prices compared to other competing stores. Which perspective of quality is this marketing strategy
most likely to influence?
a. User
b. Product
c. Value
d. Manufacturing
ANSWER: c
34. Which of the following perspectives defines quality for production workers?
a. Manufacturing perspective
b. User perspective
c. Value perspective
d. Transcendent perspective
ANSWER: a
35. Which perspective defines quality as the totality of features and characteristics of a product or service
that bears on its ability to satisfy given needs?
a. Value
b. Transcendent
c. Manufacturing
d. Customer
ANSWER: d
Copyright Cengage Learning. Powered by Cognero. Page 5
,Name: Class: Date:
Chapter 01: Introduction to Quality
36. The ultimate purchaser of a product or service is referred to as a(n)
a. supplier.
b. external customer.
c. consumer.
d. internal customer.
ANSWER: c
37. Shenzen Electronics, a cell phone manufacturing company, buys microphones and Bluetooth handsets
from Atid Infotech. For Atid Infotech, Shenzen is a(n)
a. consumer.
b. supplier.
c. external customer.
d. internal customer.
ANSWER: c
38. Which of the following statements regarding internal customers of an organization is true?
a. They buy products or services for their own personal use.
b. They receive goods or services from suppliers within the organization.
c. They are the ultimate purchasers of a product or service.
d. They have a mandatory instruction to share the feedback on service.
ANSWER: b
39. From which perspective do customers generally view quality?
a. User
b. Manufacturing
c. Value
d. Transcendent
ANSWER: d
40. During which ancient Chinese dynasty did the roots of modern quality assurance methods originate?
a. Han
b. Tang
c. Zhou
d. Qin
ANSWER: c
41. What key innovation facilitated higher productivity and faster production during the First Industrial
Revolution?
a. Introduction of electricity and the backend circuit
b. Development of systems with interchangeable parts
c. Invention of the assembly line for better services
d. Discovery of petroleum and by-products of crude oil
ANSWER: b
Copyright Cengage Learning. Powered by Cognero. Page 6
,Name: Class: Date:
Chapter 01: Introduction to Quality
42. Who is credited with developing control charts?
a. Henry Ford, Sr.
b. Frederick W. Taylor
c. Walter Shewhart
d. Thomas Jefferson
ANSWER: c
43. According to the American Society for Quality, what is one of the value propositions for Quality 4.0?
a. Increase in the speed of Internet and connectivity
b. Increase in electricity network and power back-up
c. Increase in the speed and quality of decision-making
d. Increase in emphasis on manual inspection processes
ANSWER: c
44. Which of the following statements regarding quality management during the age of craftsmanship is
true?
a. Inspection served as the predominant method for ensuring quality control in the
manufacturing process.
b. Various statistical methods and control charts were being used to identify quality problems in
production processes and to ensure consistency of output.
c. Ensuring quality of products was the responsibility of the quality departments, not the workers
who were directly involved in creating the products.
d. Quality assurance was informal, and efforts were made to ensure that quality was built into
products by the people who produced them.
ANSWER: d
45. The concept of total quality is defined as a(n)
a. customer-focused, results-oriented approach to business improvement that integrates many
traditional quality improvement tools with a bottom-line and strategic orientation.
b. people-focused management system that aims at continual increase in customer satisfaction at
continually lower real cost.
c. structured approach to organizational management that is used to prioritize and select projects
that have high benefits relative to the effort involved in accomplishing them.
d. integrated approach to organizational performance management that results in lower
consumption of resources.
ANSWER: b
46. Which of the following statements regarding the Six Sigma approach to quality improvement is true?
a. It is primarily concerned with improving customer satisfaction through marketing strategies
and improving after-sales services.
b. It integrates many traditional quality improvement tools and techniques that have been tested
and validated over the years, with a bottom-line and strategic orientation that appeals to senior
managers.
c. It becomes less effective in addressing problems related to quality and efficiency if the Six
Sigma tools are combined with lean tools from the Toyota production system.
d. It focuses entirely on the training and education of managers and not the front-line employees
and the technical staff in the organization.
Copyright Cengage Learning. Powered by Cognero. Page 7
, Name: Class: Date:
Chapter 01: Introduction to Quality
ANSWER: b
47. Which aspect of production planning and scheduling aims to maintain a smooth flow of production by
ensuring the availability of materials, tools, and equipment?
a. Long-term production requirements
b. Short-term production requirements
c. Small batch production
d. Single piece flow
ANSWER: b
48. The purchasing department helps a firm achieve quality by
a. defining long- and short-term production requirements for filling customer orders and meeting
anticipated demand.
b. ensuring that the products are assembled correctly and eliminating the causes that can lead to
defects or errors in the final product.
c. collaborating with product design engineers to develop realistic specifications for the product.
d. providing quality-improvement training to suppliers.
ANSWER: d
49. Which of the following employees in an organization are responsible for selecting appropriate
technologies, equipment, and work methods for producing quality products?
a. Production workers
b. Industrial engineers
c. Salespeople
d. Tool engineers
ANSWER: b
50. Which of the following functions in the manufacturing system is responsible for specifying long- and
short-term production requirements for filling customer orders and meeting anticipated demand?
a. Product design and engineering
b. Manufacturing and assembly
c. Production planning and scheduling
d. Industrial engineering and process design
ANSWER: c
51. Which function is responsible for designing and maintaining manufacturing equipment to prevent
defects and ensure efficiency?
a. Process engineering
b. Quality control
c. Supply chain management
d. Tool engineering
ANSWER: d
52. The production of services differs from manufacturing because services
Copyright Cengage Learning. Powered by Cognero. Page 8
