Time Quality Management Quiz Question & Answers

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  • 1/190 Questions

    In general, employee empowerment has been viewed as an effective practice for customer-driven organizations that embrace total quality

    • True
    • False
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About This Quiz

Time quality management is a continuous process that detects errors. Our time quality management quiz questions and answers will test your knowledge of this process. Can you answer all the questions correctly without any issues? Let's find out! You are expected to answer all the questions, and the results will be given only after you've attempted the quiz We challenge you to get all the questions right! All the very best!

Time Quality Management Quiz Question & Answers - Quiz

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  • 2. 

    A cross-functional team is an example of horizontal coordination between organizational units

    • True

    • False

    Correct Answer
    A. True
    Explanation
    A cross-functional team refers to a group of individuals from different departments or areas of expertise within an organization who come together to work towards a common goal. This type of team promotes collaboration and communication across different organizational units, enabling horizontal coordination. Therefore, the statement that a cross-functional team is an example of horizontal coordination between organizational units is true.

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  • 3. 

    A value-based perspective on quality implies a relationship of usefulness to price

    • True

    • False

    Correct Answer
    A. True
    Explanation
    A value-based perspective on quality means that the usefulness of a product or service is considered in relation to its price. This means that the quality of something is determined by how well it meets the needs and expectations of the consumer in relation to the cost they paid for it. In other words, if a product or service provides a high level of usefulness or utility relative to its price, it can be considered of good quality from a value-based perspective. Therefore, the statement "A value-based perspective on quality implies a relationship of usefulness to price" is true.

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  • 4. 

    Many companies now require that their suppliers provide proof that their processes can consistently turn out products of specified quality

    • True

    • False

    Correct Answer
    A. True
    Explanation
    Many companies now require proof from their suppliers that their processes can consistently produce products of specified quality. This ensures that the suppliers are capable of meeting the company's quality standards and delivering consistent, reliable products. This requirement helps companies maintain their own quality standards and reduces the risk of receiving subpar products from suppliers. Therefore, the statement is true.

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  • 5. 

    ISO 9000 is compatible with, and can be a subset of total quality.

    • True

    • False

    Correct Answer
    A. True
    Explanation
    ISO 9000 is a set of standards that focuses on quality management systems. It provides guidelines for organizations to ensure that their products and services consistently meet customer requirements and enhance customer satisfaction. Total quality, on the other hand, is a management approach that emphasizes the involvement of all employees in continuously improving the quality of products, services, and processes. ISO 9000 is compatible with total quality because it provides a framework for organizations to establish and maintain a quality management system, which is an essential component of total quality. Therefore, ISO 9000 can be considered a subset of total quality.

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  • 6. 

    Customers are commonly involved in the delivery of the service process by being present when the service is being performed

    • True

    • False

    Correct Answer
    A. True
    Explanation
    Customers are commonly involved in the delivery of the service process by being present when the service is being performed. This statement is true because in many service industries, such as restaurants, salons, and healthcare, customers are required to be physically present during the service. Their presence is crucial for the service provider to deliver the service effectively and meet the customer's needs. Additionally, customer involvement can also enhance the overall customer experience and satisfaction.

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  • 7. 

    ISO 9000 can improve operations in a traditional environment.

    • True

    • False

    Correct Answer
    A. True
    Explanation
    ISO 9000 is a set of international standards that provide guidelines for quality management systems. Implementing ISO 9000 can help improve operations in a traditional environment by promoting a systematic approach to quality management, enhancing customer satisfaction, increasing efficiency, and reducing errors and waste. The standards focus on areas such as management commitment, customer focus, process approach, continual improvement, and evidence-based decision making. By adhering to these standards, organizations can establish effective quality management systems and improve their overall operations.

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  • 8. 

    Deming advocated the use of relatively few suppliers as a means to reduce raw material variation.

    • True

    • False

    Correct Answer
    A. True
    Explanation
    Deming believed that working with a smaller number of suppliers could help reduce the variation in raw materials. By establishing long-term relationships with a select group of suppliers, organizations can work together to improve quality and consistency. This approach allows for better communication, collaboration, and understanding between the supplier and the organization, ultimately leading to fewer variations in the raw materials being provided.

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  • 9. 

    Crosby emphasizes using management and organizational processes rather than statistical techniques to change corporate culture and attitudes.

    • True

    • False

    Correct Answer
    A. True
    Explanation
    Crosby believes that management and organizational processes are more effective in changing corporate culture and attitudes compared to statistical techniques. This implies that he places greater importance on the role of leadership, communication, and organizational structure in driving cultural change rather than relying solely on data analysis and statistical methods.

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  • 10. 

    Unlike Juran and Deming, Crosby’s program is primarily behavioral.

    • True

    • False

    Correct Answer
    A. True
    Explanation
    Crosby's program is primarily behavioral, meaning it focuses on changing people's behaviors and attitudes towards quality management. This is in contrast to Juran and Deming, whose programs may have different focuses or approaches.

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  • 11. 

    Assessment of quality is affected by one’s position in the value chain.

    • True

    • False

    Correct Answer
    A. True
    Explanation
    The statement is true because one's position in the value chain can greatly impact their ability to assess the quality of a product or service. Those who are closer to the production or creation of the product/service may have a better understanding of its intricacies and can more accurately evaluate its quality. On the other hand, those who are further removed from the value chain may have a limited perspective and may not be able to assess quality as effectively. Therefore, position in the value chain is an important factor in determining one's ability to assess quality.

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  • 12. 

    Juran’s approach to quality improvement is considered easier to fit into existing business structures than Deming’s.

    • True

    • False

    Correct Answer
    A. True
    Explanation
    Juran's approach to quality improvement is considered easier to fit into existing business structures than Deming's because Juran focuses on individual responsibility and accountability for quality, while Deming emphasizes the need for a complete transformation of the organization's management system. Juran's approach allows for a more gradual and incremental implementation, making it easier for businesses to incorporate quality improvement practices without disrupting their existing structures.

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  • 13. 

    ISO 9000 may be redundant in a mature total quality environment.

    • True

    • False

    Correct Answer
    A. True
    Explanation
    ISO 9000 is a set of international standards that provide guidelines for quality management systems. These standards are designed to ensure that organizations consistently meet customer requirements and enhance customer satisfaction. However, in a mature total quality environment, where the organization has already implemented robust quality management practices, ISO 9000 may be redundant. This is because the organization has already established effective quality processes and systems that meet or exceed the requirements of ISO 9000. Therefore, in such a scenario, ISO 9000 may not add significant value and can be considered redundant.

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  • 14. 

    Which of the following statements are true concerning ISO 9000?

    • The aim of ISO 9000 is to transform organizations into competitive players in the global marketplace

    • The aim of ISO 9000 was to create a universally recognized family of standards

    Correct Answer
    A. The aim of ISO 9000 was to create a universally recognized family of standards
    Explanation
    ISO 9000 was developed with the aim of creating a universally recognized family of standards. These standards were designed to provide guidelines for quality management systems in organizations. The goal was to establish a common framework that could be implemented by organizations globally, helping them to improve their overall quality management practices and enhance their competitiveness in the global marketplace.

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  • 15. 

    ISO 9000 is never implemented in a non-total quality environment.

    • True

    • False

    Correct Answer
    A. False
    Explanation
    ISO 9000 can be implemented in a non-total quality environment. ISO 9000 is a set of international standards that provide guidelines for quality management systems. While ISO 9000 promotes the adoption of a total quality approach, it does not require a company to have a fully implemented total quality environment in order to implement the standards. Therefore, the statement that ISO 9000 is never implemented in a non-total quality environment is false.

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  • 16. 

    The largest adopter of ISO 9000:2000 is

    • Government

    • Manufacturing

    • Retail.

    • Service

    Correct Answer
    A. Manufacturing
    Explanation
    Manufacturing is the largest adopter of ISO 9000:2000 because this quality management system is particularly beneficial in ensuring consistent product quality, improving customer satisfaction, and enhancing overall efficiency in manufacturing processes. ISO 9000:2000 provides a framework for implementing quality management principles, which is crucial in the manufacturing industry to meet regulatory requirements, reduce waste, and maintain a competitive edge. Additionally, manufacturing companies often have complex supply chains and multiple stakeholders, making ISO 9000:2000 an essential tool for effectively managing these aspects of their operations.

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  • 17. 

    Appropriate motives for adopting ISO 9000 include which of the following?

    • To create a quality management system

    • To improve operations

    • To conform to the requirements of customers

    • All of the above

    Correct Answer
    A. All of the above
    Explanation
    The appropriate motives for adopting ISO 9000 include creating a quality management system, improving operations, and conforming to the requirements of customers. By implementing ISO 9000, organizations can establish a framework for consistently delivering high-quality products or services, optimize their processes to enhance efficiency and effectiveness, and meet the expectations and demands of their customers. Therefore, all of the given options are valid reasons for adopting ISO 9000.

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  • 18. 

    Customer-focused organizations consider complaints as:

    • Outcomes of public relations failure

    • Opportunities for improvement

    • A symptom of systemic defects

    • The rationale for customer service

    Correct Answer
    A. Opportunities for improvement
    Explanation
    Complaints are seen as opportunities for improvement because they provide valuable feedback and insights into areas where the organization can enhance its products, services, or processes. By addressing and resolving customer complaints, organizations can identify and rectify any shortcomings, ultimately improving customer satisfaction and loyalty. Viewing complaints as opportunities for improvement also demonstrates a customer-centric approach, as it shows a willingness to listen to customers' concerns and take proactive steps to enhance their experience.

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  • 19. 

    Continuous improvement is evaluated using four processes. Which of the following is NOT one of them?

    • The Performance Appraisal Review Process

    • The Comprehensive Local Employment Program

    • The Performance Measurement System

    • Surveys and committee evaluations

    Correct Answer
    A. The Comprehensive Local Employment Program
    Explanation
    The Comprehensive Local Employment Program is not one of the processes used to evaluate continuous improvement. This program is likely unrelated to evaluating performance or measuring improvement, and therefore does not fit into the context of the question.

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  • 20. 

    In the 1950s, the Japanese integrated quality throughout their organizations and developed a culture of _____ sometimes referred to by the Japanese term kaizen.

    • Consumer orientation

    • Internal competition

    • Process innovation

    • Continuous improvement

    Correct Answer
    A. Continuous improvement
    Explanation
    In the 1950s, the Japanese adopted a practice of continuously improving their organizations, which became an integral part of their culture. This practice, often known as kaizen, involves constantly seeking ways to enhance processes, products, and services. It emphasizes the importance of making incremental improvements over time to achieve overall excellence. This approach allows companies to stay competitive and meet the ever-changing needs and expectations of consumers.

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  • 21. 

    Which of the following individuals is credited with having the greatest influence on quality management?

    • Philip B. Crosby

    • W. Edwards Deming

    • Kaoru Ishikawa

    • Joseph M. Juran

    Correct Answer
    A. W. Edwards Deming
    Explanation
    W. Edwards Deming is credited with having the greatest influence on quality management. Deming was an American statistician and professor who is known for his work in Japan after World War II. He introduced statistical process control and emphasized the importance of quality in all aspects of business operations. His teachings and principles, such as the Deming Cycle and the 14 Points for Management, have had a significant impact on quality management practices around the world.

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  • 22. 

    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?

    • Quota-driven production

    • Work measurement

    • Adversarial work relationships

    • Customer-driven approach

    Correct Answer
    A. Customer-driven approach
    Explanation
    Deming believed that a customer-driven approach is part of the new philosophy companies must learn in order to create a never-ending cycle of improvement. This means that companies should focus on understanding and meeting the needs and expectations of their customers in order to continuously improve their products, services, and processes. By prioritizing customer satisfaction and feedback, companies can identify areas for improvement and make necessary changes to enhance their offerings, leading to long-term success and growth.

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  • 23. 

    Research identified five principal dimensions that contribute to customer perceptions of service quality. Which of the following is NOT one of them?

    • Reliability

    • Assurance

    • Fringe benefits

    • Responsiveness

    Correct Answer
    A. Fringe benefits
    Explanation
    The question asks for the dimension that is NOT identified as contributing to customer perceptions of service quality. The dimensions that are commonly recognized as contributing to service quality are reliability, assurance, responsiveness, empathy, and tangibles. Fringe benefits, however, are not typically included as a dimension of service quality. Therefore, the correct answer is "fringe benefits."

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  • 24. 

    Customer requirements, as expressed in the customer’s own terms, is called the:

    • Appreciative inquiry

    • Market intelligence

    • Customer’s meaning

    • Voice of the customer

    Correct Answer
    A. Voice of the customer
    Explanation
    The term "voice of the customer" refers to the customer's own terms and expressions of their requirements. It is a way to understand and capture the needs, expectations, and preferences of customers. This information is crucial for businesses to develop products and services that align with customer demands and enhance customer satisfaction.

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  • 25. 

    The person who buys an automobile for personal use or the guest who registers at a hotel is considered an ultimate purchaser and is more precisely referred to as a (n) _____.

    • Beneficiary

    • First contact

    • Consumer

    • Prosumer

    Correct Answer
    A. Consumer
    Explanation
    The correct answer is consumer. The term "consumer" refers to the person who purchases a product or service for their own personal use. In this context, the person who buys an automobile for personal use or the guest who registers at a hotel would be considered the ultimate purchaser and therefore the consumer.

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  • 26. 

    The production of services typically requires a lesser degree of customization than does manufacturing

    • True

    • False

    Correct Answer
    A. False
    Explanation
    The statement is false because the production of services often requires a higher degree of customization compared to manufacturing. Services are intangible and are usually tailored to meet the specific needs and preferences of individual customers. On the other hand, manufacturing involves the production of standardized products in large quantities, which generally do not require as much customization.

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  • 27. 

    The two U.S. consultants that worked with the Japanese to integrate quality throughout their organizations in the 1950s were:

    • Juran and Crosby

    • Deming and Crosby

    • Deming and Juran

    • Juran and Crosby

    Correct Answer
    A. Deming and Juran
    Explanation
    Deming and Juran were the two U.S. consultants who worked with the Japanese in the 1950s to integrate quality throughout their organizations. They both played significant roles in the development of Total Quality Management (TQM) principles and techniques. Deming emphasized the importance of statistical process control and continuous improvement, while Juran focused on quality planning, quality control, and quality improvement. Together, their collaboration helped transform Japan's manufacturing industry and establish it as a global leader in quality management.

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  • 28. 

    Deming stressed that the ultimate responsibility for quality improvement lies with:

    • Design engineers

    • Inspectors

    • Top management

    • Material suppliers

    Correct Answer
    A. Top management
    Explanation
    Deming stressed that the ultimate responsibility for quality improvement lies with top management. This is because top management sets the overall direction and goals for the organization, and they have the authority and power to allocate resources, make decisions, and implement changes that will improve quality. Deming believed that quality improvement should be a top-down approach, with top management actively involved in promoting a culture of quality and providing the necessary support and resources for employees to achieve high-quality standards. By prioritizing quality improvement, top management can create a culture of continuous improvement throughout the organization.

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  • 29. 

    Which of the following is a critical question to ask when developing a customer satisfaction measurement program?  

    • What is the cost of the program?

    • Who is the customer?

    • Why is the program needed?

    • Which level of management has responsibility for the program?

    Correct Answer
    A. Who is the customer?
    Explanation
    When developing a customer satisfaction measurement program, it is critical to ask "Who is the customer?" This question helps to identify and define the target audience for the program. Understanding who the customers are is essential for designing effective surveys, collecting relevant data, and analyzing the results accurately. It also helps in tailoring the program to meet the specific needs and preferences of the customers, ultimately leading to improved customer satisfaction and loyalty.

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  • 30. 

    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?

    • Quality review

    • Quality control

    • Quality engineering

    • Quality assurance

    Correct Answer
    A. Quality assurance
    Explanation
    Quality assurance refers to any activity aimed at providing customers with products of appropriate quality along with the confidence that products meet consumers' requirements. It involves the systematic monitoring and evaluation of processes to ensure that quality standards are being met throughout the entire product development and delivery process. This includes implementing quality control measures, conducting quality reviews, and utilizing quality engineering techniques to continuously improve the quality of products.

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  • 31. 

    Which of the following is NOT a form of improvement encouraged under total quality?

    • Reducing defects

    • Increasing cycle time

    • Reducing waste

    • Increasing productivity

    Correct Answer
    A. Increasing cycle time
    Explanation
    Increasing cycle time is not a form of improvement encouraged under total quality because total quality management aims to reduce cycle time in order to improve efficiency and customer satisfaction. Increasing cycle time would result in longer lead times and slower processes, which is contrary to the principles of total quality.

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  • 32. 

    Deming claimed that higher levels of _____ lead to higher levels of _____.

    • Automation, quality

    • Quality, productivity

    • Inventory, quality

    • Inspection, quality

    Correct Answer
    A. Quality, productivity
    Explanation
    Deming claimed that higher levels of quality lead to higher levels of productivity. This means that when a product or service is of high quality, it is more likely to be efficient and effective, resulting in increased productivity. By focusing on improving quality, organizations can enhance their overall productivity and achieve better outcomes.

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  • 33. 

    _____ set an organization’s longer-term directions and guide resource allocation decisions.

    • Management values

    • Strategic objectives

    • Core competencies

    • Workforce management principles

    Correct Answer
    A. Strategic objectives
    Explanation
    Strategic objectives set an organization's longer-term directions and guide resource allocation decisions. Strategic objectives are specific goals and targets that an organization sets for itself in order to achieve its overall mission and vision. These objectives help to define the desired outcomes and provide a roadmap for the organization's future actions and decisions. By setting strategic objectives, organizations can prioritize their resources and efforts towards achieving their long-term goals and staying competitive in the market.

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  • 34. 

    _____ is the product quality dimension which relates to the degree to which a product’s physical and performance characteristics match pre-established standards.

    • Features

    • Performance

    • Conformance

    • Serviceability

    Correct Answer
    A. Conformance
    Explanation
    Conformance is the product quality dimension that relates to the degree to which a product's physical and performance characteristics match pre-established standards. This means that a product is considered to have high conformance if it meets the specific criteria and requirements set by the manufacturer or industry standards. It ensures that the product is consistent in terms of its design, specifications, and functionality, thus meeting the expectations of the customers.

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  • 35. 

    Beginning in the ______, many U.S. companies began to focus on improving quality through more effective management practices.

    • 1950s

    • 1960s

    • 1970s

    • 1980s

    Correct Answer
    A. 1980s
    Explanation
    In the 1980s, many U.S. companies started to prioritize enhancing quality by implementing better management practices. This shift in focus was influenced by various factors, including increased global competition and the recognition that quality improvement could lead to greater customer satisfaction and higher profits. During this time, companies began to adopt methodologies such as Total Quality Management (TQM) and Six Sigma to improve their processes and ensure the delivery of high-quality products and services.

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  • 36. 

    _____ is a people-focused management system that aims at continual increase in customer satisfaction at continually lower real cost.

    • Kaizen

    • Human resources management

    • Total Quality

    Correct Answer
    A. Total Quality
    Explanation
    Total Quality is a people-focused management system that aims to continually increase customer satisfaction at continually lower real cost. This approach focuses on improving all aspects of an organization's operations, including processes, products, and services, to meet or exceed customer expectations. By implementing Total Quality, organizations can continuously identify and eliminate inefficiencies, reduce waste, and improve overall performance, ultimately leading to higher customer satisfaction and lower costs.

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  • 37. 

    Graphical and statistical methods to analyze data are referred to as _____ of total quality.

    • Practices

    • Tools

    • Actions

    • Processes

    Correct Answer
    A. Tools
    Explanation
    Graphical and statistical methods are tools used to analyze data in the context of total quality. These tools help in visualizing and summarizing data, identifying patterns and trends, and making informed decisions to improve quality. By using these tools, organizations can effectively monitor and control processes, identify areas for improvement, and ensure that quality standards are met. Therefore, the correct answer is "tools".

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  • 38. 

    According to Deming’s Profound Knowledge system, which of the following should be encouraged?

    • Pitting individuals or departments against each other for resources

    • Using sales quotas or arbitrary cost-reduction goals

    • Applying systems thinking in people management

    • Using performance appraisals to blame individuals

    Correct Answer
    A. Applying systems thinking in people management
    Explanation
    Applying systems thinking in people management should be encouraged according to Deming's Profound Knowledge system. This means that instead of pitting individuals or departments against each other for resources or using sales quotas or arbitrary cost-reduction goals, a holistic approach should be taken to manage people within an organization. By considering the interconnectedness and interdependence of various systems and processes, organizations can create a supportive and collaborative environment that focuses on continuous improvement and learning rather than blaming individuals through performance appraisals.

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  • 39. 

    The goal of _____ is to envision the future for purposes of decision making and resource allocation.

    • Environmental assessment

    • Strategy development

    • Work systems

    • Core competencies

    Correct Answer
    A. Strategy development
    Explanation
    Strategy development involves envisioning the future to make decisions and allocate resources. It is the process of formulating and implementing plans and actions to achieve organizational goals. By analyzing the current situation and anticipating future trends and challenges, strategy development helps organizations identify opportunities and allocate resources effectively. This process enables organizations to align their actions with their long-term vision and objectives, ensuring that they are well-prepared for the future.

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  • 40. 

    A product-based definition of quality implies no relationship between the perceived quality of a product and the quantity of some product attribute

    • True

    • False

    Correct Answer
    A. False
    Explanation
    A product-based definition of quality suggests that the perceived quality of a product is related to the quantity of some product attribute. This means that the more of a certain attribute a product has, the higher its perceived quality will be. Therefore, the statement that there is no relationship between perceived quality and quantity of a product attribute is incorrect.

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  • 41. 

    Until the start of the 1980s, most U.S. companies focused on maintaining quality levels by utilizing which of the following practices?

    • Process improvement efforts

    • Design quality reviews

    • Mass inspection

    • Team-based initiatives

    Correct Answer
    A. Mass inspection
    Explanation
    Until the start of the 1980s, most U.S. companies focused on maintaining quality levels through mass inspection. This practice involved inspecting each product or batch of products to identify any defects or quality issues. Mass inspection was seen as a way to catch and address problems after they occurred, rather than preventing them from happening in the first place. However, this approach was costly and time-consuming, leading to a shift towards process improvement efforts and team-based initiatives in later years.

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  • 42. 

    _____ include a wide variety of tools and statistical methods to plan work activities, collect data, analyze results, monitor progress, and solve problems.

    • TQ techniques

    • Quality circles

    • Progress schedules

    • Process charts

    Correct Answer
    A. TQ techniques
    Explanation
    TQ techniques include a wide variety of tools and statistical methods to plan work activities, collect data, analyze results, monitor progress, and solve problems. These techniques are used to ensure quality in processes and improve overall efficiency. By utilizing TQ techniques, organizations can identify areas for improvement, implement corrective actions, and monitor progress towards their quality goals. These techniques are essential for maintaining high standards and continuous improvement in various industries.

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  • 43. 

    _____ 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.”

    • Total quality control

    • Management control

    • Quality assurance

    • Six Sigma

    Correct Answer
    A. Total quality control
    Explanation
    Total quality control 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. This means that total quality control encompasses all aspects of quality management, from development to maintenance and improvement, with the goal of achieving customer satisfaction while minimizing costs. It involves the participation of all groups within the organization to ensure that quality is integrated into every aspect of the production and service processes.

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  • 44. 

    The clarification of authority, responsibility, reporting lines, and performance standards among individuals at each level of the organization refers to the:

    • Unity of command.

    • Control chart.

    • Organizational structure.

    • Job design.

    Correct Answer
    A. Organizational structure.
    Explanation
    The clarification of authority, responsibility, reporting lines, and performance standards among individuals at each level of the organization refers to the organizational structure. This structure defines the hierarchy and relationships within an organization, ensuring that there is a clear understanding of who has authority over whom, who is responsible for what tasks, and how communication and reporting should flow within the organization. It helps establish a framework for effective coordination and decision-making, ensuring that everyone is aware of their roles and responsibilities within the organization.

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  • 45. 

    If a competitor’s product offers the same benefits at a lower price, then the competitor’s product provides:

    • Higher value.

    • Lower quality.

    • Lower value

    • Higher quality

    Correct Answer
    A. Higher value.
    Explanation
    If a competitor's product offers the same benefits at a lower price, it means that the customer can obtain the same benefits at a more affordable cost. This implies that the competitor's product provides higher value because it allows the customer to save money while receiving the same benefits. The lower price does not necessarily indicate lower quality, as the competitor's product is still able to deliver the same benefits. Therefore, the correct answer is higher value.

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  • 46. 

    The Profound Knowledge system is attributed to:

    • Philip B. Crosby

    • W. Edwards Deming

    • Armand Feigenbaum

    • Joseph M. Juran

    Correct Answer
    A. W. Edwards Deming
    Explanation
    The Profound Knowledge system is attributed to W. Edwards Deming. Deming was a renowned American statistician, engineer, and management consultant who is widely known for his contributions to the Japanese post-war economic miracle. He emphasized the importance of understanding and managing variation in processes, the role of leadership in driving quality improvement, and the need for a systemic approach to management. Deming's teachings, encapsulated in his System of Profound Knowledge, have had a significant impact on the field of quality management and continue to be influential in organizations worldwide.

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  • 47. 

    The _____ perspective is based on the presumption that quality is determined by what a customer wants.

    • User-based

    • Value-based

    • Judgmental-based

    • Manufacturing-based

    Correct Answer
    A. User-based
    Explanation
    The user-based perspective is based on the presumption that quality is determined by what a customer wants. This perspective focuses on meeting customer needs and expectations, and views quality as subjective and customer-driven. It emphasizes the importance of understanding customer preferences, gathering feedback, and continuously improving products or services to meet customer satisfaction. This approach recognizes that customer satisfaction is essential for business success and that quality should be measured based on customer perceptions and requirements.

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  • 48. 

    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?

    • Strategic Planning

    • Workforce Focus

    • Process Management

    • Return on Investment

    Correct Answer
    A. Return on Investment
    Explanation
    The criteria for Performance Excellence for the Malcolm Baldrige award consist of a hierarchical set of categories, items, and areas to address. Return on Investment is not one of the criteria. The other three options - Strategic Planning, Workforce Focus, and Process Management - are all included in the criteria. Return on Investment is not directly mentioned as a criterion, indicating that it is not one of the areas that the award focuses on.

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  • 49. 

    The characteristics of total quality are:

    • Scientific approach to problem solving and decision making

    • Concerned only with quality management procedures

    • Unity of purpose—all employees, all levels

    • Both A & C

    Correct Answer
    A. Both A & C
    Explanation
    The correct answer is "Both A & C". This means that the characteristics of total quality include both a scientific approach to problem solving and decision making, as well as unity of purpose among all employees at all levels. This suggests that total quality management is not only concerned with quality management procedures, but also emphasizes the importance of a systematic and data-driven approach to solving problems and making decisions, as well as the need for all employees to work towards a common goal.

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  • Apr 02, 2012
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