Question 1

Quality deals not only products and services but also includes people, processes, and environments.

Accepted Answer

Quality encompasses all aspects of an organization's offerings, including the quality of products and services, as well as the processes, people, and environments involved in their creation and delivery.

Question 2

Joseph M. Juran is best known for the Seven Deadly Diseases.

Accepted Answer

Joseph M. Juran is best known for his work in quality management, specifically the Juran Trilogy, which focuses on quality planning, quality control, and quality improvement. The "Seven Deadly Diseases" is associated with W. Edwards Deming.

Question 3

Today's consumers define quality as being flawless and having all of the attributes they want in just the way they want them.

Accepted Answer

Today's consumers have high expectations for quality, often equating it with both flawlessness and the presence of desired attributes tailored to their specific preferences. This reflects a shift towards more personalized and perfection-oriented consumer standards.

Question 4

According to the Three-Legged Stool of Total Quality, the seat of the stool is customer focus.

Accepted Answer

The Three-Legged Stool of Total Quality emphasizes customer focus as the central element (the seat), supported by the three legs: people, processes, and technology. This model highlights the importance of prioritizing customer needs and satisfaction in achieving total quality management.

Question 5

Quality management has to future in the 21^st century.

Accepted Answer

Quality management remains crucial in the 21st century as it ensures products and services meet or exceed customer expectations, drives efficiency, and fosters continuous improvement in processes and outcomes.

Question 6

Peak performance is essential to organizations that operate in a globally competitive environment.

Accepted Answer

Organizations operating in a globally competitive environment must achieve peak performance to stand out, remain competitive, and meet the high standards set by international competition.

Question 7

The concept that drives the need for Total Quality is competitiveness.

Accepted Answer

Total Quality Management (TQM) is driven by the need to improve competitiveness through enhancing customer satisfaction, reducing costs, and improving product or service quality, thereby gaining an edge over competitors.

Question 8

Efficiency and innovation are two building blocks of competitive advantage.

Accepted Answer

Efficiency and innovation are indeed two fundamental building blocks of competitive advantage, as they enable organizations to produce goods or services more effectively than competitors, and to create new products, services, or processes that provide value to customers.

Question 9

The total quality approach has which of the following characteristics?&#10;A) Teamwork&#10;B) Obsession with quantity&#10;C) Confusion and poor leadership&#10;D) One employee in charge

Accepted Answer

The total quality approach emphasizes teamwork as a core characteristic, focusing on collaboration among employees to improve quality and processes. Obsession with quantity, confusion and poor leadership, and having only one employee in charge are not characteristics of this approach.

Question 10

Customers want an excellent product or service from an organization that also provides:&#10;A) The Deming Cycle&#10;B) Quick fixes&#10;C) Reliable delivery and after purchase support&#10;D) Stamps

Accepted Answer

Customers value reliable delivery and after purchase support as part of their overall satisfaction with a product or service. This ensures that they not only receive their purchase in a timely and dependable manner but also have access to assistance and resources after the sale, enhancing their experience and trust in the organization.

Question 11

Which of the following functions is part of the Juran Trilogy?&#10;A) Pareto Principle&#10;B) Quality planning&#10;C) Unity of purpose&#10;D) Six Sigma Program

Accepted Answer

The answer of Which of the following functions is part...

Question 12

Crosby's Quality Vaccine consists of three ingredients. Which of the following is not one of the three ingredients?&#10;A) Teamwork&#10;B) Education&#10;C) Determination&#10;D) Implementation

Accepted Answer

The answer of Crosby's Quality Vaccine consists of three ingredients....

Question 13

Which of the following is a trend that will shape the future of quality management?&#10;A) The Deming Cycle.&#10;B) The Juran Trilogy.&#10;C) Global economy.&#10;D) Increasing global competition.

Accepted Answer

The answer of Which of the following is a trend...

Question 14

Which of the following certifications is for managers who lead and champion continual-process improvement initiatives?&#10;A) Calibration technician&#10;B) Six Sigma Green Belt&#10;C) Manager of Quality/Organizational Excellence&#10;D) Quality Process Analyst

Accepted Answer

The answer of Which of the following certifications is for...

Deck 1: The Total Quality Approach to Quality Management