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Tqm Test 2

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

  
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Question Excerpt

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1.  The _____ statement articulates the basic characteristics that shape the organization’s view of the future and its strategy.
A.
B.
C.
D.
2.  Strategy development requires an environmental assessment of key factors which typically include all of the following EXCEPT:  
A.
B.
C.
D.
3.  ________ quality is what the customer assumes will be received from the product.
A.
B.
C.
D.
4.  All of the following are Quality Management Principles of ISO 9000:2000 EXCEPT:
A.
B.
C.
D.
5.  Actionable results are achieved if survey responses are:
A.
B.
C.
D.
6.  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.
7.  Juran’s approach to quality improvement is considered easier to fit into existing business structures than Deming’s.
A.
B.
8.  An organization must address certain key practices to achieve a strategic focus on performance excellence. Which of the following is not one of them?
A.
B.
C.
D.
9.  Explain the origins of ISO 9000 and total quality.  How are they different?
10.  he physical facility and equipment of a resort hotel represent which dimension of service quality?
A.
B.
C.
D.
11.  Which of the following represents an activity classified by Juran under “quality planning?”
A.
B.
C.
D.
12.  According to Deming, product or a service possesses quality if it:
A.
B.
C.
D.
13.  Which of the following individuals is credited with having the greatest influence on quality management?
A.
B.
C.
D.
14.  Which of the following is NOT TRUE of how work is organized in the organizational context?
A.
B.
C.
D.
15.  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.
16.  In any organization, the people who best understand how to improve the product and process are the ones who design them
A.
B.
17.  Characteristics of effective strategic leadership include all of the following EXCEPT:
A.
B.
C.
D.
18.  Juran’s “Quality Trilogy” consists of three processes. These processes are:
A.
B.
C.
D.
19.  ISO 9000 is never implemented in a non-total quality environment.
A.
B.
20.  _____ 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.
21.  With _____, top management is responsible for developing and communicating a vision, then building organization-wide commitment to its achievement.
A.
B.
C.
D.
22.  According to Crosby’s Absolutes of Quality Management, absence of quality is attributed to:
A.
B.
C.
D.
23.  _____ is defined as “...an effective system for integrating the quality development, quality maintenance, and quality improvement efforts of the various groups in an organization so as to enable production and service at the most economical levels which allow full customer satisfaction.”
A.
B.
C.
D.
24.  According to Deming, _____ is the chief culprit of poor quality.
A.
B.
C.
D.
25.  An organization chart shows the _____ of the formal organization.
A.
B.
C.
D.
26.  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.
27.  The _____ perspective is based on the presumption that quality is determined by what a customer wants.
A.
B.
C.
D.
28.  Which of the following is the primary reason for Deming’s position that slogans should be eliminated?
A.
B.
C.
D.
29.  A value-based perspective on quality implies a relationship of usefulness to price
A.
B.
30.  The easiest way to identify customers is to think in terms of:
A.
B.
C.
D.
31.  Which of the following is a proper description of a Tree Diagram?
A.
B.
C.
D.
32.  Which of the following statements outline the relationship factor?
A.
B.
C.
D.
33.  In the context of total quality, an organization’s stakeholders include all of the following EXCEPT:
A.
B.
C.
D.
34.  Customer-focused organizations consider complaints as:
A.
B.
C.
D.
35.  ISO 9000:2000 recertification is required every:
A.
B.
C.
D.
36.  In total quality, vertical functional relationships are stressed more than horizontal, cross-functional relationships
A.
B.
37.  Which of the following is NOT a form of improvement encouraged under total quality?
A.
B.
C.
D.
38.  _____ requires that inventories be reduced to the barest minimum.
A.
B.
C.
D.
39.  _____ is the product quality dimension which relates to the degree to which a product’s physical and performance characteristics match pre-established standards.
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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