Tqm Test 2

40 Questions  I  By Dhanhani on April 2, 2012
TQM Test 2

  

Question Excerpt

Removing question excerpt is a premium feature

Upgrade and get a lot more done!
1.  Appropriate motives for adopting ISO 9000 include which of the following?
A.
B.
C.
D.
2.  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.
3.  Which of the following statements outline the relationship factor?
A.
B.
C.
D.
4.  According to Deming, which of the following is part of the new philosophy companies must learn in order to create a never-ending cycle of improvement?
A.
B.
C.
D.
5.  Which of the following is NOT a form of improvement encouraged under total quality?
A.
B.
C.
D.
6.  According to Deming, product or a service possesses quality if it:
A.
B.
C.
D.
7.  Which of the following is NOT part of the policy deployment process?  
A.
B.
C.
D.
8.  Employees’ ability to convey trust and confidence pertains to which service quality dimension?
A.
B.
C.
D.
9.  Benefits of customer–supplier partnerships include all of the following EXCEPT:
A.
B.
C.
D.
10.  Deming claimed that higher levels of _____ lead to higher levels of _____.
A.
B.
C.
D.
11.  According to Deming, _____ is the chief culprit of poor quality.
A.
B.
C.
D.
12.  Juran formalized the commonsense order of discovery, organization, diagnosis, corrective action, and control, as the:
A.
B.
C.
D.
13.  _____ 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.
14.  With _____, top management is responsible for developing and communicating a vision, then building organization-wide commitment to its achievement.
A.
B.
C.
D.
15.  Which of the following is NOT a question that appears under the heading of Organizational Environment in the Organizational Profile?
A.
B.
C.
D.
16.  Crosby’s Absolutes of Quality Management include the following points EXCEPT:.
A.
B.
C.
D.
17.  The production of services typically requires a lesser degree of customization than does manufacturing
A.
B.
18.  Providing _____ is often considered the minimum required to stay in business.
A.
B.
C.
D.
19.  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.
20.  The ability to accurately and dependably provide a customer with what was promised illustrates the service quality dimension of:
A.
B.
C.
D.
21.  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.
22.  The first set of questions in the Organizational Profile helps to provide a clear understanding of the essence of the organization, why it exists, and where senior leaders want to take the organization in the future. This comes under the heading:
A.
B.
C.
D.
23.  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.
24.  The _____ perspective is based on the presumption that quality is determined by what a customer wants.
A.
B.
C.
D.
25.  An organization’s _____ is its plan for enhancing its capacity to deliver value, thus increasing market share.
A.
B.
C.
D.
26.  _____ allows the company to align its internal processes according to the most important customer expectations or their impact on shareholder value.
A.
B.
C.
D.
27.  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.
28.  _____ is a people-focused management system that aims at continual increase in customer satisfaction at continually lower real cost.
A.
B.
C.
29.  The major drawback of the matrix-type organization is that it:  
A.
B.
C.
D.
30.  The two most important drivers of service quality are _____ and _____.
A.
B.
C.
D.
31.  Strategic leadership can be viewed from three levels. Which of the following is NOT one of them?
A.
B.
C.
D.
32.  Juran’s “Quality Trilogy” consists of three processes. These processes are:
A.
B.
C.
D.
33.  Which of the following statements is TRUE regarding numerical quotas and management by objectives?
A.
B.
C.
D.
34.  Many companies now require that their suppliers provide proof that their processes can consistently turn out products of specified quality
A.
B.
35.  The easiest way to identify customers is to think in terms of:
A.
B.
C.
D.
36.  An important implication that arises out of the forces that influence quality is that as the business world becomes more complex, quality must be approached from a (n) _____ perspective, rather than a (n) _______ perspective.
A.
B.
C.
D.
37.  From a product-based perspective, quality is defined by:
A.
B.
C.
D.
38.  Which one of the following is least likely to occur?
A.
B.
C.
D.
39.  The view that defines quality as the goodness of a product is referred to as the _____ definition of quality.
A.
B.
C.
D.
40.  Deming advocated the use of relatively few suppliers as a means to reduce raw material variation.
A.
B.
Back to top


to post comments.

Removing ad is a premium feature

Upgrade and get a lot more done!
Take Another Quiz