Tqm Test 2

40 Questions  I  By Dhanhani
TQM Test 2

  
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Question Excerpt

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1.  Beginning in the ______, many U.S. companies began to focus on improving quality through more effective management practices.
A.
B.
C.
D.
2.  According to Deming’s Profound Knowledge system, which of the following should be encouraged?
A.
B.
C.
D.
3.  According to Deming, product or a service possesses quality if it:
A.
B.
C.
D.
4.  _____ 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.
5.  Deming advocated the use of relatively few suppliers as a means to reduce raw material variation.
A.
B.
6.  Effective implementation of a strategy is achieved through action plans. This is called:
A.
B.
C.
D.
7.  _____ 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.
8.  Deming stressed that the ultimate responsibility for quality improvement lies with:
A.
B.
C.
D.
9.  Actionable results are achieved if survey responses are:
A.
B.
C.
D.
10.  Unlike Juran and Deming, Crosby’s program is primarily behavioral.
A.
B.
11.  Characteristics of effective strategic leadership include all of the following EXCEPT:
A.
B.
C.
D.
12.  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.
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.  The need to “remove barriers to pride in workmanship” is associated with:
A.
B.
C.
D.
15.  Strategic leadership can be viewed from three levels. Which of the following is NOT one of them?
A.
B.
C.
D.
16.  Many companies now require that their suppliers provide proof that their processes can consistently turn out products of specified quality
A.
B.
17.  Because _____ quality drives consumer behavior, producers should make every effort to ensure that ____ quality conforms to _____ quality.
A.
B.
C.
D.
18.  _____ is a people-focused management system that aims at continual increase in customer satisfaction at continually lower real cost.
A.
B.
C.
19.  ISO 9000 is never implemented in a non-total quality environment.
A.
B.
20.  A firm purchasing a key supplier to strengthen its value chain is an example of:
A.
B.
C.
D.
21.  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.
22.  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.
23.  Systems thinking:  
A.
B.
C.
D.
24.  Graphical and statistical methods to analyze data are referred to as _____ of total quality.
A.
B.
C.
D.
25.  Which of the following individuals is credited with having the greatest influence on quality management?
A.
B.
C.
D.
26.  _____ is essentially a quality-based approach to executing a strategy by ensuring that all employees understand the business direction and are working according to a plan to make the vision a reality.
  1. Mis
A.
B.
C.
D.
27.  An organization’s _____ is its plan for enhancing its capacity to deliver value, thus increasing market share.
A.
B.
C.
D.
28.  “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.
29.  A firm’s _____ guides the development of strategies by different groups within the firm, establishes the context within which daily operating decisions are made, and sets limits on available strategic options.
A.
B.
C.
D.
30.  he physical facility and equipment of a resort hotel represent which dimension of service quality?
A.
B.
C.
D.
31.  Which of the following refers to any activity aimed at providing customers with products of appropriate quality along with the confidence that products meet consumers’ requirements?
A.
B.
C.
D.
32.  Quality originates in _____ departments and therefore the burden of responsibility for such problems falls on these departments.
A.
B.
C.
D.
33.  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.
34.  The Deming philosophy focuses on improvements in product and service quality by:
A.
B.
C.
D.
35.  Meeting quality goals during operations is which of the processes of Juran’s Quality Trilogy?
A.
B.
C.
D.
36.  With _____, top management is responsible for developing and communicating a vision, then building organization-wide commitment to its achievement.
A.
B.
C.
D.
37.  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.
38.  Juran believed that to get top management’s attention, quality issues must be translated into the “language” of:
A.
B.
C.
D.
39.  Conformance to specifications applies to which quality definition?
A.
B.
C.
D.
40.  Bill designs and maintains the inventory management software that his coworker John uses when customers call the company to place an order for merchandise.   Bill is John’s ____________.
A.
B.
C.
D.
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