Tqm Test 2

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

  
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1.  Essentially, strategy deployment links the _____, who focus on “doing the right thing”, with the _____, whose focus is on “doing things right”.
  1. management; employees
  2. leadership; supervisors
  3. thinkers; actors
  4. planners; doers
A.
B.
C.
D.
2.  Decisions about work systems are:
A.
B.
C.
D.
3.  Which of the following statements are true concerning ISO 9000?
A.
B.
4.  Which of the following is a critical question to ask when developing a customer satisfaction measurement program?  
A.
B.
C.
D.
5.  Which of the following is NOT a question that appears under the heading of Organizational Environment in the Organizational Profile?
A.
B.
C.
D.
6.  Some of the key approaches to gathering customer information include all of the following EXCEPT:
A.
B.
C.
D.
7.  Maintaining a clean, well-lighted waiting room in a doctor’s office is an example of which service quality dimension?
A.
B.
C.
D.
8.  ISO 9000 is never implemented in a non-total quality environment.
A.
B.
9.  Performance excellence results in all of the following EXCEPT:
A.
B.
C.
D.
10.  Several factors affect how work is organized in the context of the organization. Which of the following is NOT one of them?
A.
B.
C.
D.
11.  In total quality, vertical functional relationships are stressed more than horizontal, cross-functional relationships
A.
B.
12.  ____ represents the critical stage in planning when strategic objectives and goals are made specific so that effective, organization-wide understanding and deployment are possible.
A.
B.
C.
D.
13.  Traditional organizations typically manage according to the functions in _____.
A.
B.
C.
D.
14.  _____ requires that inventories be reduced to the barest minimum.
A.
B.
C.
D.
15.  Customers are commonly involved in the delivery of the service process by being present when the service is being performed
A.
B.
16.  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.
17.  In any organization, the people who best understand how to improve the product and process are the ones who design them
A.
B.
18.  The _____ perspective is based on the presumption that quality is determined by what a customer wants.
A.
B.
C.
D.
19.  The production of services typically requires a lesser degree of customization than does manufacturing
A.
B.
20.  An important implication that arises out of the forces that influence quality is that as the business world becomes more complex, quality must be approached from a (n) _____ perspective, rather than a (n) _______ perspective.
A.
B.
C.
D.
21.  A car’s fit and finish and freedom from noises and squeaks can reflect this dimension.
A.
B.
C.
D.
22.  The largest impact of information technology for service has been in:
A.
B.
C.
D.
23.  A firm purchasing a key supplier to strengthen its value chain is an example of:
A.
B.
C.
D.
24.  Which of the following is NOT part of the policy deployment process?  
A.
B.
C.
D.
25.  Deming advocated the use of relatively few suppliers as a means to reduce raw material variation.
A.
B.
26.  ________ quality is what the customer assumes will be received from the product.
A.
B.
C.
D.
27.  The Deming philosophy focuses on improvements in product and service quality by:
A.
B.
C.
D.
28.  The Top key competencies critical for leadership effectiveness are all of the following EXCEPT:
A.
B.
C.
D.
29.  Because _____ quality drives consumer behavior, producers should make every effort to ensure that ____ quality conforms to _____ quality.
A.
B.
C.
D.
30.  In general, employee empowerment has been viewed as an effective practice for customer-driven organizations that embrace total quality
A.
B.
31.  Which of the following is a tool for organizing a large number of ideas, opinions, and facts relating to a broad problem or subject area?
A.
B.
C.
D.
32.  Which of the following is a proper description of a Tree Diagram?
A.
B.
C.
D.
33.  In the policy deployment process, the _____ forms the basis for shorter-term planning.
A.
B.
C.
D.
34.  ISO 9000 and total quality are interchangeable.
A.
B.
35.  With _____, top management is responsible for developing and communicating a vision, then building organization-wide commitment to its achievement.
A.
B.
C.
D.
36.  In the context of total quality, an organization’s stakeholders include all of the following EXCEPT:
A.
B.
C.
D.
37.  According to Crosby’s Absolutes of Quality Management, absence of quality is attributed to:
A.
B.
C.
D.
38.  Quality originates in _____ departments and therefore the burden of responsibility for such problems falls on these departments.
A.
B.
C.
D.
39.  Crosby emphasizes using management and organizational processes rather than statistical techniques to change corporate culture and attitudes.
A.
B.
40.  According to Deming, _____ should become the common language that every employee — from top executives to line workers - uses to communicate with one another.
A.
B.
C.
D.
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