Deck 1: Introduction

Question 1

In the early Twentieth century,the artificial separation of production workers from responsibility for quality assurance led to an increased focus on quality among both workers and their managers.

Answer 1

False

Question 2

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

Answer 2

True

Question 3

Management control refers to any planned and systematic activity directed toward providing consumers with products of appropriate quality,along with the confidence that products meet consumers' requirements.

Answer 3

False

Question 4

Process management is an element of the total quality infrastructure.

Question 5

Business ethics,public health and safety,and environmental issues are beyond the scope of total quality.

Question 6

Empowering workers shifts the responsibility for quality from the factory floor to the quality control department.

Question 7

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

Question 8

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

Question 9

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

Question 10

In total quality,vertical functional relationships are stressed more than horizontal,cross-functional relationships.

Question 11

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

Question 12

The use of self-managed teams that combine teamwork and empowerment is a powerful method of employee involvement.

Question 13

The transcendent definition of quality refers to the notion that "you know quality when you see it."

Question 14

The employee who conducts a final product inspection is the principle judge of quality under total quality.

Question 15

In any organization,the people who best understand how to improve the product and process are the ones who design them.

Question 16

Improved quality of design leads to lower costs and improved quality of conformance leads to higher prices.

Question 17

Self-managed teams were the primary means of quality control during the first half of the twentieth century.

Question 18

In total quality,vertical functional relationships are stressed more than horizontal,cross-functional relationships.

Question 19

Effective business planning considers the customer as the only relevant stakeholder to the company.

Question 20

The measure of efficiency defined as the amount of output achieved per unit of input is referred to as productivity.

Question 21

Managing for quality in organizational processes has been referred to as _____ while managing product quality has been referred to as _____.

A)Big Q, Little q
B)Little q, Big Q
C)process management, total quality
D)total quality, process management

Question 22

In 1989,_____ was the first non-Japanese company to be awarded Japan's coveted Deming Prize for quality.

A)Florida Power and Light
B)AT&T Power Systems
C)Motorola Inc.
D)General Electric

Question 23

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)Quality review
B)Quality control
C)Quality engineering
D)Quality assurance

Question 24

The change in society's attitude from "let the buyer beware" to "let the producer beware" was fuelled by all the following factors EXCEPT:

A)government safety regulations.
B)product recalls.
C)popularity of TQM as a quality tool.
D)the rapid increase in product-liability judgments.

Question 25

The creation of separate quality departments in the early 1900s caused:

A)indifference to quality among workers and their managers.
B)upper management to be more knowledgeable about quality.
C)production quality to substantially improve.
D)production efficiency to decline.

Question 26

Quality assurance depends on two focal points in business:

A)design of products; control of quality during delivery.
B)adherence to policy; after sales service.
C)time and motion guidelines; management policy on quality.
D)global quality time and motion guidelines standards; workforce orientation and commitment.

Question 27

Japanese companies made significant penetration into Western markets by which decade?

A)1950s
B)1960s
C)1970s
D)1980s

Question 28

The following represent significant influences that brought on the "quality revolution" in the United States EXCEPT the:

A) loss of national competitiveness.
B) findings of the American Customer Satisfaction Index (ACSI).
C) popularity of "Made in Japan" products in the country.
D) broadcast of the NBC special program, If Japan Can, Why Can't We?

Question 29

According to the principles of TQM,quality is synonymous with tight tolerance and conformance to specifications.

Question 30

_____ is credited with developing control charts.

A)Eli Whitney
B)Frederick W.Taylor
C)Walter Shewhart
D)W.Edwards Deming

Question 31

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

A)Juran and Crosby.
B)Deming and Crosby.
C)Deming and Juran.
D)Juran and Crosby.

Question 32

In 1984,the U.S.government designated ____ as the National Quality Month.

A)February
B)October
C)July
D)March

Question 33

Which of the following is most appropriate in describing the quality efforts undertaken with the scientific management philosophy?

A)Defect prevention was emphasized.
B)Quality circles were extensively used.
C)Use of inspection was wide-spread.
D)Quality was every worker's responsibility.

Question 34

A key contribution of Frederick Taylor's scientific management philosophy was to:

A)reduce the reliance on inspectors for quality assurance.
B)increase the training and education workers received.
C)separate the planning function from the execution function.
D)combine individual work tasks to promote teamwork.

Question 35

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

A) Process improvement efforts
B) Design quality reviews
C) Mass inspection
D) Team-based initiatives

Question 36

A.V.Feigenbaum recognized the importance of a comprehensive organizational approach to quality in the 1950s and coined the term _____.

A)process control
B)total quality control
C)quality circle
D)companywide quality control

Question 37

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

A)1950s
B)1960s
C)1970s
D)1980s

Question 38

During the Middle Ages,quality was built into the final product.This approach to quality was lost with the advent of:

A)engineering schools.
B)craft guilds.
C)automation.
D)the Industrial Revolution.

Question 39

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

A)consumer orientation
B)internal competition
C)process innovation
D)continuous improvement

Question 40

Which of the following was the top priority of U.S.manufacturing in the time period immediately following World War II?

A)Quality
B)Production
C)Continuous improvement
D)Just-in-time manufacturing

Question 41

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)_____.

A)beneficiary
B)first contact
C)consumer
D)prosumer

Question 42

The view that defines quality as the goodness of a product is referred to as the _____ definition of quality.

A)user-based
B)transcendent
C)incidental
D)imminent

Question 43

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)_____,rather than a (n)_____,perspective.

A)internal; external
B)bottom-up; top-down
C)systems; process
D)futuristic; historical

Question 44

One common notion of quality,often used by consumers,is that it is _____ superiority or excellence.

A)contrasted to
B)parallel to
C)synonymous to
D)confused with

Question 45

A consumer purchases a generic product at a cost of $5.00 instead of the branded product that sells for $7.00.The consumer feels that there is no difference in quality between the generic and brand name products.This scenario illustrates which of the following definitions of quality?

A) Manufacturing-based
B) Value-based
C) Product-based
D) User-based

Question 46

The term _____ was developed by the U.S.Naval Air Systems Command to describe its Japanese-style approach to quality improvement that is based on participation of all members of an organization in improving goods,services,and the organizational culture.

A)total quality management
B)companywide quality control
C)quality circle
D)process control

Question 47

Performance excellence results in all of the following EXCEPT:

A)delivery of ever-improving value to customers and stakeholders.
B)improvement of overall organizational effectiveness and capabilities.
C)organizational and personal learning.
D)improved lateral communication.

Question 48

With the increasing focus on quality,in today's global marketplace,high _____ is considered entry into the game,rather than a source of competitive advantage.

A)profits
B)performance
C)tolerance
D)conformance

Question 49

The _____ approach to quality incorporates a firm's goal of balancing product characteristics (the customer side of quality)with internal efficiencies (the operations side).

A)product-based
B)user-based
C)value-based
D)manufacturing-based

Question 50

_____ is a customer-focused and results-oriented approach to business improvement that integrates many traditional quality improvement tools and techniques that have been tested and validated over the years.

A)Quality assurance
B)Kaizen
C)Six Sigma
D)Total quality

Question 51

An important implication that arises out of the forces that influence quality is that quality will take on more of a (n)_____,rather than _____,function.

A)strategic; tactical
B)process; control
C)regulatory; administrative
D)internal; external

Question 52

The _____ is completed when the product has been moved from the manufacturing plant,perhaps through wholesale and retail outlets,to the customer.

A)production-distribution cycle
B)product life cycle
C)quality-circle
D)total quality process

Question 53

The _____ definition of quality is of little practical value to managers as it does not provide a means by which quality can be measured or assessed as a basis for decision making.

A)transcendent
B)user-based
C)value-based
D)traditional

Question 54

When a part dimension is specified as "0.236 ± 0.003 cm",it would mean that the target,or ideal value,is 0.236 centimeters,and that the allowable variation is 0.003 centimeters from the target.This means that the tolerance is:

A)-0.0003 cm.
B)0.006 cm.
C)0.003 cm.
D)-0.0006 cm.

Question 55

Offering products at "everyday" low prices in an attempt to counter the common consumer practice of buying whatever brand happens to be on special is an example of competing on the basis of _____.

A)price
B)value
C)volume
D)customer perceptions

Question 56

S.C.Wheelwright identified six characteristics of a strong competitive advantage.Which of the following is NOT one of them?

A)It is driven by customer wants and needs.
B)It makes a significant contribution to the success of the business.
C)It is durable and lasting, and difficult for competitors to copy.
D)It is based on principles of Six Sigma and continuous improvement.

Question 57

The notion of quality has evolved into the concept of _____,which can be defined as an integrated approach to organizational performance management.

A)Six Sigma
B)reengineering
C)performance excellence
D)customer-focused quality

Question 58

The _____ definition of quality is that it is a function of a specific,measurable variable and that differences in quality reflect differences in quantity of some product attribute.

A)manufacturing-based
B)product-based
C)value-based
D)user-based

Question 59

The American Society for Quality identified seven key forces that will influence the future of quality.Which of the following is NOT one of them?

A)21st century technology
B)Aging population
C)Healthcare
D)Organizational hierarchy

Question 60

_____ are targets and tolerances determined by designers of products and services.

A)Trials
B)Process metrics
C)Controls
D)Specifications

Question 61

Defining product quality as "fitness for intended use" is the _____ -based definition of quality.

A) user
B) value
C) judgmental
D) product

Question 62

A consumer who measures the quality of a laptop computer by the type of microprocessor chip present in the computer is using which of the following definitions of quality?

A)User-based
B)Subjective-based
C)Product-based
D)Manufacturing-based

Question 63

The Japanese adopted A.V.Feigenbaum's concepts of quality from an engineering perspective and renamed it:

A) companywide quality control.
B) quality function deployment.
C) cause and effect analysis.
D) total quality leadership.

Question 64

Business ethics,public health and safety,the environment,and community and professional support are necessary activities that fall under _____.

A)corporate policy
B)social responsibility
C)management ethics
D)organizational effectiveness

Question 65

The principles of total quality need to be supported by all of the following EXCEPT:

A)an integrated organizational infrastructure.
B)a set of management practices.
C)an individualized reward system.
D)a set of tools and techniques.

Question 66

A paper mill supplies a corrugated container manufacturer with Kraft paper.The corrugated container manufacturer uses Kraft paper to manufacture corrugated shipping containers that are then sold to a cereal manufacturer.Which of the following is TRUE?

A)The corrugated container manufacturer is an internal customer of the cereal manufacturer.
B)The corrugated container manufacturer is an external customer of the paper mill.
C)Both the paper mill and corrugated container manufacturer are internal customers of the cereal manufacturer.
D)There are no external customers.

Question 67

Which of the following does NOT represent a dimension of the total quality principle of employee involvement and teamwork?

A)Partnerships
B)Management by objectives
C)Empowerment
D)Self-managed teams

Question 68

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

A)practices
B)tools
C)actions
D)processes

Question 69

Internal customers of an employee can be identified by asking which of the following questions?

A)Who is affected by the work performed by the employee?
B)Who provides information to the employee to perform the task?
C)Who trains the employee?
D)Who provides the resources so the employee can provide quality to the customer?

Question 70

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

A)user-based
B)value-based
C)judgmental-based
D)manufacturing-based

Question 71

Joseph Juran credited _____ of the entire workforce as one of the reasons for Japan's rapid quality achievements.

A)obedience
B)conformity
C)creativity
D)professional qualifications

Question 72

Conformance to specifications applies to which quality definition?

A)User-based
B)Product-based
C)Manufacturing-based
D)Value-based

Question 73

Which of the following is a criticism of the product-based definition of quality?

A) Quality is often mistakenly assumed to be related to price.
B) Not all products are fit for use.
C) Consumers frequently confuse products with services.
D) Quality cannot be defined precisely; you just know it when you see it.

Question 74

Which of the following is NOT considered a core principle of total quality?

A)A focus on customers and stakeholders
B)A process focus involving continuous improvement and learning
C)A goal of achieving the highest quality that is technologically possible
D)Company-wide participation and teamwork

Question 75

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

A)Reducing defects
B)Increasing cycle time
C)Reducing waste
D)Increasing productivity

Question 76

From a product-based perspective,quality is defined by:

A)conformance to specifications.
B)how well the product performs its intended function.
C)the quantity of some product attribute.
D)the relationship of usefulness or satisfaction to price.

Question 77

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

A)Kaizen
B)Human resources management
C)Total Quality
D)Process management

Question 78

My friend said to me,"Recently,I bought a pair of shoes.I wore them for a few days but noticed the laces would not stay tied.I took the shoes back to the store but the clerk said the laces were fine.I won't buy that brand of shoe again." According to which of the following definitions did my friend judge the shoes as being of "low quality?"

A)User-based
B)Value-based
C)Product-based
D)Judgmental

Question 79

Quality is most difficult to measure and analyze under which of the following definitions?

A)Product-based
B)User-based
C)Judgmental
D)Value-based

Question 80

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

A)TQ techniques
B)Quality circles
C)Progress schedules
D)Process charts