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Tqm Test 2

40 Questions  I  By Dhanhani
Organization Quizzes & Trivia
TQM Test 2

  
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1.  Maintaining a clean, well-lighted waiting room in a doctor’s office is an example of which service quality dimension?
A.
B.
C.
D.
2.  ISO 9000 can improve operations in a traditional environment.
A.
B.
3.  Which of the following represents a point of disagreement between Deming and Juran?
A.
B.
C.
D.
4.  The production of services typically requires a lesser degree of customization than does manufacturing
A.
B.
5.  Performance excellence results in all of the following EXCEPT:
A.
B.
C.
D.
6.  The criteria for Performance Excellence for the Malcolm Baldrige award consist of a hierarchical set of categories, items, and areas to address. Which of the following four is NOT one of them?
A.
B.
C.
D.
7.  Defining product quality as “fitness for intended use” is the _____ -based definition of quality.
A.
B.
C.
D.
8.  The two U.S. consultants that worked with the Japanese to integrate quality throughout their organizations in the 1950s were:
A.
B.
C.
D.
9.  Which of the following statements is TRUE regarding numerical quotas and management by objectives?
A.
B.
C.
D.
10.  Poor deployment of action plans often results from any of the following reasons EXCEPT:
A.
B.
C.
D.
11.  Customer requirements, as expressed in the customer’s own terms, is called the:
A.
B.
C.
D.
12.  “A person’s ability to anticipate, envision, maintain flexibility, think strategically, and work with others to initiate changes that will create a viable future for the organization, and its competitive advantage to the organization in this way.” This definition applies to:
A.
B.
C.
D.
13.  Viewing a McDonald’s restaurant as being composed of order taking/cashier, grilling and food preparation, drive-through, purchasing, and training processes is an example of:
A.
B.
C.
D.
14.  Poor deployment of action plans often results from any of the following reasons EXCEPT:
A.
B.
C.
D.
15.  _____ coordinate the internal work processes and the external resources necessary to develop, produce, and deliver products and services to customers and to succeed in marketplace.
  1. Work systems
  2. Operations scheduling systems
  3. Organizational charts
  4. Personnel management systems
A.
B.
C.
D.
16.  Research identified five principal dimensions that contribute to customer perceptions of service quality. Which of the following is NOT one of them?
A.
B.
C.
D.
17.  Which of the following are considered to be two critical components of quality systems in service industries?
A.
B.
C.
D.
18.  Meeting quality goals during operations is which of the processes of Juran’s Quality Trilogy?
A.
B.
C.
D.
19.  All of the following are Quality Management Principles of ISO 9000:2000 EXCEPT:
A.
B.
C.
D.
20.  Improved quality of design leads to lower costs and improved quality of conformance leads to higher prices.
A.
B.
21.  Which of the following is NOT TRUE of strategic planning?
A.
B.
C.
D.
22.  The transition to a customer-driven organization has caused fundamental changes in manufacturing practices. Identify which of the following is NOT one of the changes.
A.
B.
C.
D.
23.  According to Deming and Juran, the majority of quality problems are associated with:
A.
B.
C.
D.
24.  What is the most appropriate rationale for implementing total quality?
25.  The Deming philosophy focuses on continual improvements in product and service quality by _____ in design, manufacturing, and service processes, driven by the leadership of top management.
A.
B.
C.
D.
26.  Beginning in the ______, many U.S. companies began to focus on improving quality through more effective management practices.
A.
B.
C.
D.
27.  A consumer buys a generic product at $5.00 instead of the branded product for $7.00. The consumer feels that there is no difference in quality between the generic and brand name products. This shows which of the following definitions of quality?
A.
B.
C.
D.
28.  _____ requires that inventories be reduced to the barest minimum.
A.
B.
C.
D.
29.  Crosby’s Absolutes of Quality Management include the following points EXCEPT:.
A.
B.
C.
D.
30.  In managing for quality, it is better to analyze systems by looking at their individual parts than to analyze the interaction between parts of the system
A.
B.
31.  Effective strategic leaders also have the capability to create and maintain the ability for an organization to learn, which is termed:
A.
B.
C.
D.
32.  Which of the following is TRUE of the advantages of the matrix type of organizations?  
A.
B.
C.
D.
33.  One of the reasons for poor deployment of action plans is insufficient operational measures. Which of the following does NOT feature under this aspect?
A.
B.
C.
D.
34.  With _____, top management is responsible for developing and communicating a vision, then building organization-wide commitment to its achievement.
A.
B.
C.
D.
35.  Activities that strategic leaders perform generally include all of the following EXCEPT:
A.
B.
C.
D.
36.  ISO 9000 is never implemented in a non-total quality environment.
A.
B.
37.  TQ practices can be classified into basic areas of management that are generic to any organization. Which of the following is NOT one of them?
A.
B.
C.
D.
38.  Continuous improvement is evaluated using four processes. Which of the following is NOT one of them?
A.
B.
C.
D.
39.  Quality assurance depends on two focal points in business:
A.
B.
C.
D.
40.  All of the following are Quality Management Principles of ISO 9000:2000 EXCEPT:
A.
B.
C.
D.
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