Tqm Test 2

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

  
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Questions and Answers

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1.  _____ allows the company to align its internal processes according to the most important customer expectations or their impact on shareholder value.
A.
B.
C.
D.
2.  Defining product quality as “fitness for intended use” is the _____ -based definition of quality.
A.
B.
C.
D.
3.  Dave noticed that where he gets his haircut at Hair Town, there is an employee who (every 15 minutes) sweeps up the hair that has fallen on the floor.  By doing this, the management at Hair Town is trying to affect which quality dimension?
A.
B.
C.
D.
4.  ________ quality is what the customer assumes will be received from the product.
A.
B.
C.
D.
5.  Which of the following statements is TRUE regarding numerical quotas and management by objectives?
A.
B.
C.
D.
6.  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.
7.  ____ 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.
8.  The first set of questions in the Organizational Profile helps to provide a clear understanding of the essence of the organization, why it exists, and where senior leaders want to take the organization in the future. This comes under the heading:
A.
B.
C.
D.
9.  The Profound Knowledge system is attributed to:
A.
B.
C.
D.
10.  The ability of an organization to change in order to deal with increasingly hyper-turbulent environments is referred to as:
A.
B.
C.
D.
11.  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.
12.  Effective implementation of a strategy is achieved through action plans. This is called:
A.
B.
C.
D.
13.  The _____ statement articulates the basic characteristics that shape the organization’s view of the future and its strategy.
A.
B.
C.
D.
14.  A product-based definition of quality implies no relationship between the perceived quality of a product and the quantity of some product attribute
A.
B.
15.  The clarification of authority, responsibility, reporting lines, and performance standards among individuals at each level of the organization refers to the:
A.
B.
C.
D.
16.  All of the following are Quality Management Principles of ISO 9000:2000 EXCEPT:
A.
B.
C.
D.
17.  The term _____ refers to those pressures that exert a decisive influence on an organization’s likelihood of future success.
A.
B.
C.
D.
18.  The quality definition of “fitness for use” is associated with:
A.
B.
C.
D.
19.  A consumer who measures the quality of a laptop computer by the type of microprocessor chip present in the computer is using which of the following definitions of quality?
A.
B.
C.
D.
20.  Which of the following documentation are included in the quality system?
A.
B.
C.
D.
21.  Which of the following is TRUE of the advantages of the matrix type of organizations?  
A.
B.
C.
D.
22.  Traditional organizations typically manage according to the functions in _____.
A.
B.
C.
D.
23.  In general, employee empowerment has been viewed as an effective practice for customer-driven organizations that embrace total quality
A.
B.
24.  The notion of quality has evolved into the concept of _____, which can be defined as an integrated approach to organizational performance management.
A.
B.
C.
D.
25.  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.
26.  The _____ organization was developed for use in situations where large, complex projects are designed and carried out, such as defense weapons systems or large construction projects.
A.
B.
C.
D.
27.  Juran’s approach to quality improvement is considered easier to fit into existing business structures than Deming’s.
A.
B.
28.  he physical facility and equipment of a resort hotel represent which dimension of service quality?
A.
B.
C.
D.
29.  ISO 9000 is never implemented in a non-total quality environment.
A.
B.
30.  _____ leaders ensure that action plans are deployed throughout the organization so that essential tasks and projects may be accomplished in support of the strategic vision.
A.
B.
C.
D.
31.  Quality is most difficult to measure and analyze under which of the following definitions?
A.
B.
C.
D.
32.  Under which heading in the Organizational Profile do the following questions appear? What is your competitive position? What is your relative size and growth in your industry or markets served? What are the numbers and types of competitors for your organization?
A.
B.
C.
D.
33.  Crosby emphasizes using management and organizational processes rather than statistical techniques to change corporate culture and attitudes.
A.
B.
34.  Strategy development requires an environmental assessment of key factors which typically include all of the following EXCEPT:  
A.
B.
C.
D.
35.  In total quality, vertical functional relationships are stressed more than horizontal, cross-functional relationships
A.
B.
36.  Poor deployment of action plans often results from any of the following reasons EXCEPT:
A.
B.
C.
D.
37.  A firm purchasing a key supplier to strengthen its value chain is an example of:
A.
B.
C.
D.
38.  _____ is the process by which certain business functions are acquired and consolidated within a firm.
A.
B.
C.
D.
39.  _____ refers to a product’s primary operating characteristics.
A.
B.
C.
D.
40.  According to Kano’s classification of customer requirements, a cup of coffee that is served hot and fresh at a restaurant specializing in breakfasts fits which class of customer requirements?
A.
B.
C.
D.
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