Tqm Test 2

40 Questions  I  By Dhanhani
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TQM Test 2

  
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1.  Benefits of customer–supplier partnerships include all of the following EXCEPT:
A.
B.
C.
D.
2.  The characteristics of total quality are:
A.
B.
C.
D.
3.  With _____, top management is responsible for developing and communicating a vision, then building organization-wide commitment to its achievement.
A.
B.
C.
D.
4.  Providing _____ is often considered the minimum required to stay in business.
A.
B.
C.
D.
5.  The ability of an organization to change in order to deal with increasingly hyper-turbulent environments is referred to as:
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.  Crosby’s Basic Elements of Improvement were all of the following EXCEPT:
A.
B.
C.
D.
8.  All of the following are Quality Management Principles of ISO 9000:2000 EXCEPT:
A.
B.
C.
D.
9.  Action plans may include all of the following EXCEPT:
  1. description of the competitive position of the firm vis-à-vis competitors.
  2. details of resource commitments and time horizons for accomplishment.
  3. the design of efficient processes.
  4. creation of an accounting system that tracks activity-level costs.
A.
B.
C.
D.
10.  Strategy development requires an environmental assessment of key factors which typically include all of the following EXCEPT:  
A.
B.
C.
D.
11.  Actionable results are achieved if survey responses are:
A.
B.
C.
D.
12.  Which of the following is NOT TRUE of complaints?  
A.
B.
C.
D.
13.  Measurable performance levels that define the quality of customer contact with an organization’s representatives are known as:
A.
B.
C.
D.
14.  Any employee who comes in direct contact with customers can obtain useful information simply by engaging in conversation and listening to customers. This is an example of:
A.
B.
C.
D.
15.  Until the start of the 1980s, most U.S. companies focused on maintaining quality levels by utilizing which of the following practices?
A.
B.
C.
D.
16.  The largest adopter of ISO 9000:2000 is
A.
B.
C.
D.
17.  Customer-focused organizations consider complaints as:
A.
B.
C.
D.
18.  In any organization, the people who best understand how to improve the product and process are the ones who design them
A.
B.
19.  Which of the following is NOT TRUE of how work is organized in the organizational context?
A.
B.
C.
D.
20.  The primary objective of inspection is to remove defective items
A.
B.
21.  Which of the following is TRUE of the advantages of the matrix type of organizations?  
A.
B.
C.
D.
22.  Crosby’s Absolutes of Quality Management include the following points EXCEPT:.
A.
B.
C.
D.
23.  In the policy deployment process, the _____ forms the basis for shorter-term planning.
A.
B.
C.
D.
24.  Appropriate motives for adopting ISO 9000 include which of the following?
A.
B.
C.
D.
25.  According to Deming, product or a service possesses quality if it:
A.
B.
C.
D.
26.  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.
27.  ________ quality is what the customer assumes will be received from the product.
A.
B.
C.
D.
28.  The term _____ refers to those pressures that exert a decisive influence on an organization’s likelihood of future success.
A.
B.
C.
D.
29.  Juran’s “Quality Trilogy” consists of three processes. These processes are:
A.
B.
C.
D.
30.  A _____ might include a definition of products and services the organization provides, technologies used to provide these products and services, types of markets, important customer needs, and distinctive competencies or the expertise that sets the firm apart from others.
A.
B.
C.
D.
31.  Quality originates in _____ departments and therefore the burden of responsibility for such problems falls on these departments.
A.
B.
C.
D.
32.  The quality definition of “fitness for use” is associated with:
A.
B.
C.
D.
33.  Unlike Juran and Deming, Crosby’s program is primarily behavioral.
A.
B.
34.  _____ include a wide variety of tools and statistical methods to plan work activities, collect data, analyze results, monitor progress, and solve problems.
A.
B.
C.
D.
35.  As per the policy deployment process diagram, a catchball situation occurs between the _____ stage and _____ stage.
A.
B.
C.
D.
36.  A car’s fit and finish and freedom from noises and squeaks can reflect this dimension.
A.
B.
C.
D.
37.  The following statements reflect features of ISO 9000:2000 except one. Identify the exception.
A.
B.
C.
D.
38.  According to Deming, _____ is the chief culprit of poor quality.
A.
B.
C.
D.
39.  Maintaining a clean, well-lighted waiting room in a doctor’s office is an example of which service quality dimension?
A.
B.
C.
D.
40.  Quality is most difficult to measure and analyze under which of the following definitions?
A.
B.
C.
D.
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