Question 1

Which of the following is true of total quality management (TQM)strategies?
A) They require the participation of higher-level management only.
B) They are exclusively handled by employees at the lower level.
C) They are usually outsourced.
D) They require the involvement of employees at all levels.

Accepted Answer

Total quality management (TQM) strategies call for the involvement of employees at all levels. It is an organization-wide focus on satisfying customers by continuously improving every business process for delivering goods or services.

Question 2

Quality control is best defined as an organization's efforts to:
A) prevent or correct defects in its goods or services or to improve them in some way.
B) produce goods that are of the same quality as its competitors' goods.
C) control all whistleblowing activities so as to maintain the positive image of the organization.
D) let employees know that they will be penalized for any complaints related to the quality of their goods or services.

Accepted Answer

Quality control refers to an organization's efforts to prevent or correct defects in its goods or services or to improve them in some way. Many organizations-especially large ones-have a department or employee devoted to identifying defects and promoting high quality.

Question 3

Poor quality work is most likely to lead to:
A) reduced recalls.
B) high costs.
C) high return on investment.
D) higher revenues.

Accepted Answer

Poor-quality work can lead to high costs. Poor quality often results in much wasted time and materials, in addition to requiring that unacceptable items be fixed or discarded.

Question 4

In the context of dimensions of quality,_____ refers to the way a product looks,feels,tastes,and smells.
A) reliability
B) features
C) aesthetics
D) conformance

Accepted Answer

In the context of dimensions of quality, aesthetics refers to the way a product looks, feels, tastes, and smells.

Question 5

Statistical process control is a quality-control technique that primarily involvesusing statistics_____.
A) to monitor production quality during the production process
B) to improve production quality of products
C) to look for defects in the random sampling process
D) as a formal process in which teams study processes to limit defects to 3.4 per million operations

Accepted Answer

Statistical process control is a quality-control technique using statistics to monitor production quality on an ongoing basis and making corrections whenever the results show the process is out of control.

Question 6

When a city's park district considers ways to upgrade its playground equipment or improve the programs it offers senior citizens,it is focusing on:
A) concurrent control.
B) process control.
C) method control.
D) product quality control.

Accepted Answer

Product quality control refers to the efforts of an organization to improve the product itself by enhancing it or adding better features to it. When a city's park district considers ways to upgrade its playground equipment or improve the programs it offers to senior citizens, it is focusing on product quality control.

Question 7

Productivity is best defined as the:
A) success rate of the efforts to prevent defects in a firm's goods or services.
B) amount of results an organization gets for a given amount of inputs.
C) statistical representation of the effectiveness of a quality control method.
D) organization-wide focus on satisfying lifelong customers.

Accepted Answer

Productivity is defined as the amount of results (output) an organization gets for a given amount of inputs. Productivity can also refer to the amount of acceptable work employees do for each dollar they earn or the number of acceptable products manufactured with a given amount of resources.

Question 8

Dexter,a supervisor at Rensil Inc.,emphasizes how to do things in a way that results in better quality.In the context of types of quality control,Dexter is inclined toward _____.
A) product conformance
B) process control
C) turnover
D) benchmarking

Accepted Answer

In this scenario, Dexter is inclined towardprocess control. Process control refers to quality control that emphasizes how to do things in a way that leads to better quality.

Question 9

In the context of dimensions of quality,_____ refers to the speed and ease of repairing a product.
A) serviceability
B) performance
C) reliability
D) conformance

Accepted Answer

In the context of dimensions of quality, serviceability refers to the speed and ease of repairing a product. For example, whether a computer store will send out a repairperson, service the computer in the store, or provide no maintenance service at all.

Question 10

In the context of dimensions of quality,_____ primarily refers to the length of a product's life.
A) aesthetics
B) conformance
C) durability
D) reliability

Accepted Answer

In the context of dimensions of quality,durability refers to the length of a product's life. For example, whether a stereo lasts for 5 years or 25 years shows its durability.

Question 11

In the context of dimensions of quality,_____ primarily refers to supplements to a product's basic operating characteristics.
A) performance
B) conformance
C) aesthetics
D) features

Accepted Answer

The features dimension of quality refers tosupplements to a product's basic operating characteristics. For example, power windows on a car or the ceremony with which a bottle of wine is opened in a restaurant.

Question 12

Supervisors must care about quality because poor quality:
A) limits the organization's access to resources.
B) leads to reduced organizational costs.
C) prevents inspection and rework.
D) saves much needed raw materials.

Accepted Answer

Supervisors must care about quality because poor quality limits the organization's access to resources and raises its costs.

Question 13

In the context of dimensions of quality,_____ refers to a product's primary operating characteristic,such as the picture clarity of a television set.
A) aesthetics
B) conformance
C) performance
D) features

Accepted Answer

The performance dimension of quality refers to a product's primary operating characteristic, such as the picture clarity of a television set.

Question 14

Barbara visits a car showroom.She test drives the car she likes and thinks that the car looks amazing.She likes the smell of the car and the color of its interiors.In the context of dimensions of quality,Barbara likes the _____ of the car.
A) reliability
B) features
C) aesthetics
D) conformance

Accepted Answer

In the given scenario, Barbara likes the aesthetics of the car. In the context of dimensions of quality, aesthetics refers to the way a product looks, feels, tastes, and smells, such as the styling and smell of a new car.

Question 15

Attracting new customers costs several times more per customer than keeping existing customers satisfied primarily because it increases:
A) inventory costs.
B) marketing costs.
C) labor costs.
D) overhead costs.

Accepted Answer

Attracting new customers costs several times more per customer than keeping existing customers satisfied because marketing costs are higher.

Question 16

The most accurate way to apply statistical quality control is to use a:
A) specific sample.
B) random sample.
C) quota sample.
D) stratified sample.

Accepted Answer

The most accurate way to apply statistical quality control is to use a random sample. This means selecting outcomes in a way that each has an equal chance of being selected.

Question 17

In the context of dimensions of quality,_____ refers to the degree to which aproduct's design and operating characteristics meet established standards.
A) reliability
B) performance
C) durability
D) conformance

Accepted Answer

In the context of dimensions of quality, conformance refers to the degree to which a product's design and operating characteristics meet established standards.

Question 18

In the context of dimensions of quality,_____ primarily refers to the probability that a product will function properly and not break down during a specified period.
A) reliability
B) conformance
C) durability
D) aesthetics

Accepted Answer

In the context of dimensions of quality, reliability refers to the probability that a product will function properly and not break down during a specified period. For example, a manufacturer's warranty is often seen as an indicator of reliability.

Question 19

Statistical quality control primarily involves:
A) maintaining a customer feedback log and making the necessary improvements in products whenever required.
B) checking each and every product for possible defects so as to reduce high costs related to poor quality.
C) looking for defects in parts, finished goods, or other outcomes selected through a sampling technique.
D) monitoring production quality on an ongoing basis and making corrections whenever the results show that the process is out of control.

Accepted Answer

Looking for defects in parts, finished goods, or other outcomes selected through a sampling technique is known as statistical quality control. The most accurate way to apply statistical quality control is to use a random sample.

Question 20

Process control is best defined as the quality control method that emphasizes:
A) how to do things in a way that leads to better quality.
B) how to improve only products.
C) ways to improve only services.
D) the use of sampling techniques to find defects in products.

Accepted Answer

In general, when supervisors look for high-quality performance to reinforce or improvements to make, they can focus on two areas: the product itself or the process of making and delivering the product. Process control emphasizes how to do things in a way that leads to better quality.

Quiz 2: Ensuring High Quality and Productivity

Which of the following is true of total quality management (TQM) strategies?

Quality control is best defined as an organization's efforts to:

Poor quality work is most likely to lead to:

In the context of dimensions of quality,_____ refers to the way a product looks,feels,tastes,and smells.

Statistical process control is a quality-control technique that primarily involvesusing statistics_____.

When a city's park district considers ways to upgrade its playground equipment or improve the programs it offers senior citizens,it is focusing on:

Productivity is best defined as the:

Dexter,a supervisor at Rensil Inc.,emphasizes how to do things in a way that results in better quality.In the context of types of quality control,Dexter is inclined toward _____.

In the context of dimensions of quality,_____ refers to the speed and ease of repairing a product.

In the context of dimensions of quality,_____ primarily refers to the length of a product's life.

In the context of dimensions of quality,_____ primarily refers to supplements to a product's basic operating characteristics.

Supervisors must care about quality because poor quality:

In the context of dimensions of quality,_____ refers to a product's primary operating characteristic,such as the picture clarity of a television set.

Barbara visits a car showroom.She test drives the car she likes and thinks that the car looks amazing.She likes the smell of the car and the color of its interiors.In the context of dimensions of quality,Barbara likes the _____ of the car.

Attracting new customers costs several times more per customer than keeping existing customers satisfied primarily because it increases:

The most accurate way to apply statistical quality control is to use a:

In the context of dimensions of quality,_____ refers to the degree to which aproduct's design and operating characteristics meet established standards.

In the context of dimensions of quality,_____ primarily refers to the probability that a product will function properly and not break down during a specified period.

Statistical quality control primarily involves:

Process control is best defined as the quality control method that emphasizes: