Tqm Test 2

40 Questions  I  By Dhanhani
TQM Test 2

  
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1.  The largest impact of information technology for service has been in:
A.
B.
C.
D.
2.  The Deming philosophy focuses on improvements in product and service quality by:
A.
B.
C.
D.
3.  _____ 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.
4.  The _____ statement articulates the basic characteristics that shape the organization’s view of the future and its strategy.
A.
B.
C.
D.
5.  A firm purchasing a key supplier to strengthen its value chain is an example of:
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 two U.S. consultants that worked with the Japanese to integrate quality throughout their organizations in the 1950s were:
A.
B.
C.
D.
8.  Because _____ quality drives consumer behavior, producers should make every effort to ensure that ____ quality conforms to _____ quality.
A.
B.
C.
D.
9.  Which of the following are considered to be two critical components of quality systems in service industries?
A.
B.
C.
D.
10.  What is the most appropriate rationale for implementing total quality?
11.  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.
12.  _____ set an organization’s longer-term directions and guide resource allocation decisions.
A.
B.
C.
D.
13.  In the 1950s, the Japanese integrated quality throughout their organizations and developed a culture of _____ sometimes referred to by the Japanese term kaizen.
A.
B.
C.
D.
14.  Actionable results are achieved if survey responses are:
A.
B.
C.
D.
15.  _____ 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.
16.  Deming stressed that the ultimate responsibility for quality improvement lies with:
A.
B.
C.
D.
17.  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.
18.  Unlike Juran and Deming, Crosby’s program is primarily behavioral.
A.
B.
19.  Which of the following is NOT TRUE of how work is organized in the organizational context?
A.
B.
C.
D.
20.  List three appropriate reasons for implementing ISO 9000.
21.  Juran’s approach to quality improvement is considered easier to fit into existing business structures than Deming’s.
A.
B.
22.  he physical facility and equipment of a resort hotel represent which dimension of service quality?
A.
B.
C.
D.
23.  Systems thinking:  
A.
B.
C.
D.
24.  _____ is a people-focused management system that aims at continual increase in customer satisfaction at continually lower real cost.
A.
B.
C.
25.  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.
26.  According to Deming and Juran, the majority of quality problems are associated with:
A.
B.
C.
D.
27.  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.
28.  If a competitor’s product offers the same benefits at a lower price, then the competitor’s product provides:
A.
B.
C.
D.
29.  The ability of an organization to change in order to deal with increasingly hyper-turbulent environments is referred to as:
A.
B.
C.
D.
30.  Crosby emphasizes using management and organizational processes rather than statistical techniques to change corporate culture and attitudes.
A.
B.
31.  Contrast the aims of ISO 9000 and total quality.
32.  According to Deming’s Profound Knowledge system, which of the following should be encouraged?
A.
B.
C.
D.
33.  Strategic leadership can be viewed from three levels. Which of the following is NOT one of them?
A.
B.
C.
D.
34.  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.
35.  Describe how you would use ISO 9000 as an entry into total quality?
36.  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.
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.  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.
39.  Quality is defined as “conformance to requirements” by:
A.
B.
C.
D.
40.  An organization chart shows the _____ of the formal organization.
A.
B.
C.
D.
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