Tqm Test 2

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

  
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1.  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.
2.  Which of the following represents an activity classified by Juran under “quality planning?”
A.
B.
C.
D.
3.  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.
4.  Which of the following statements are true concerning ISO 9000?
A.
B.
5.  As per the policy deployment process diagram, a catchball situation occurs between the _____ stage and _____ stage.
A.
B.
C.
D.
6.  _____ begins with identifying customers, both external and internal, determining their needs, translating customer needs into specifications, developing product features that respond to those needs, and developing the processes capable of producing the product or delivering the service.
A.
B.
C.
D.
7.  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.
8.  Which of the following is NOT a form of improvement encouraged under total quality?
A.
B.
C.
D.
9.  Questions in a satisfaction survey must be properly designed in order to:
A.
B.
C.
D.
10.  ISO 9000 and total quality are interchangeable.
A.
B.
11.  Which of the following is the primary reason for Deming’s position that slogans should be eliminated?
A.
B.
C.
D.
12.  Customer-focused organizations consider complaints as:
A.
B.
C.
D.
13.  Describe how you would use ISO 9000 as an entry into total quality?
14.  The willingness to schedule deliveries at the customer’s convenience, explaining technical jargon in a layperson’s language, and recognizing regular customers by name are all examples of the _____ dimension of service quality.
A.
B.
C.
D.
15.  ________ quality is what the customer assumes will be received from the product.
A.
B.
C.
D.
16.  According to Deming’s Profound Knowledge system, which of the following should be encouraged?
A.
B.
C.
D.
17.  In many organizations there are three levels of strategy: Which of the following is NOT ONE of them?
A.
B.
C.
D.
18.  Conformance to specifications applies to which quality definition?
A.
B.
C.
D.
19.  The characteristics of total quality are:
A.
B.
C.
D.
20.  From a product-based perspective, quality is defined by:
A.
B.
C.
D.
21.  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.
22.  ISO 9000 can improve operations in a traditional environment.
A.
B.
23.  Which of the following is NOT TRUE of strategic planning?
A.
B.
C.
D.
24.  ISO 9000 is compatible with, and can be a subset of total quality.
A.
B.
25.  In any organization, the people who best understand how to improve the product and process are the ones who design them
A.
B.
26.  _____ is a people-focused management system that aims at continual increase in customer satisfaction at continually lower real cost.
A.
B.
C.
27.  ISO 9000 may be redundant in a mature total quality environment.
A.
B.
28.  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.
29.  The production of services typically requires a lesser degree of customization than does manufacturing
A.
B.
30.  Poor deployment of action plans often results from any of the following reasons EXCEPT:
A.
B.
C.
D.
31.  _____ refers to a product’s primary operating characteristics.
A.
B.
C.
D.
32.  Strategic leadership can be viewed from three levels. Which of the following is NOT one of them?
A.
B.
C.
D.
33.  According to Deming, product or a service possesses quality if it:
A.
B.
C.
D.
34.  _____ 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.
35.  The ability to accurately and dependably provide a customer with what was promised illustrates the service quality dimension of:
A.
B.
C.
D.
36.  Activities that strategic leaders perform generally include all of the following EXCEPT:
A.
B.
C.
D.
37.  Which of the following statements outline the relationship factor?
A.
B.
C.
D.
38.  Crosby’s Absolutes of Quality Management include the following points EXCEPT:.
A.
B.
C.
D.
39.  All of the following are Quality Management Principles of ISO 9000:2000 EXCEPT:
A.
B.
C.
D.
40.  Leading customer-oriented practices of successful companies include all of the following EXCEPT:
A.
B.
C.
D.
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