Question 1

Electronic data interchange (EDI) can limit the chances of satisfying customer needs.

Accepted Answer

EDI helps to improve the speed, accuracy, and efficiency of business transactions between trading partners. This can ultimately lead to better customer service and satisfaction as orders and transactions can be completed quickly and accurately. Therefore, it is less likely that EDI can limit the chances of satisfying customer needs.

Question 2

Quality conformance is one of the three key spheres of quality.

Accepted Answer

The answer of Quality conformance is one of the three...

Question 3

Which of the following steps in the basic quality audit involves sharing the preliminary results with management?
A) reporting and corrective action
B) implementing the audit
C) the opening meeting
D) the exit meeting
E) closure

Accepted Answer

The exit meeting is the step in the basic quality audit where the auditor presents the preliminary findings and results to the management. This is an opportunity for the auditor to discuss any issues or concerns that were identified during the audit and to provide any recommendations for improvement. The management can then take this information and use it to make any necessary changes or improvements to their processes or systems.

Question 4

A company's profitability is not affected by customer retention.

Accepted Answer

Customer retention is directly related to a company's profitability. Retaining existing customers is more cost-effective than acquiring new ones and can lead to increased revenue through repeat purchases and positive word-of-mouth marketing.

Question 5

The actions required to make the information system effective are problem identification, analysis, and corrective action.

Accepted Answer

Problem identification, analysis, and corrective action are key steps in ensuring that an information system is effective. By identifying problems, analyzing their causes, and taking corrective action, organizations can improve the functioning of their information systems and better meet their business needs.

Question 6

Culture refers to the norms and beliefs that lead to decision-making patterns and actions in an organization.

Accepted Answer

Culture encompasses the shared values, attitudes, behaviors, and practices that shape an organization's identity and guide how its members interact and operate. It influences everything from communication and collaboration to strategic planning and problem-solving.

Question 7

________ audits are also called quality maturity studies.
A) Presidential
B) Operational
C) Consultant
D) Certification
E) Award

Accepted Answer

The answer of ________ audits are also called quality maturity...

Question 8

Which of the following steps in the basic quality audit involves performing a post-implementation review to ensure that the corrective actions were taken and the desired results obtained?
A) reporting and corrective action
B) implementing the audit
C) the opening meeting
D) the exit meeting
E) follow-up

Accepted Answer

The follow-up step of a basic quality audit involves performing a post-implementation review to ensure that the corrective actions were taken and the desired results obtained. This step helps to ensure that the issues identified during the audit have been effectively resolved and that the desired outcomes have been achieved.

Question 9

In ________ audits, an overall assessment of the organization is performed, and this information is inserted into the following year's strategic plans.
A) presidential
B) operational
C) consultant
D) certification
E) qualitative

Accepted Answer

Operational audits typically involve a comprehensive review of an organization's policies, procedures, and overall performance. The results of these audits can then be used to inform future strategic plans and decision-making. Presidential audits generally do not exist in the typical organizational context, consultant audits are performed by outside parties, certification audits focus on assessing and validating compliance with specific standards, and qualitative audits typically focus on gathering and analyzing subjective data such as opinions and perceptions. Therefore, B is the best choice for the given scenario.

Question 10

Customer closeness engenders loyalty.

Accepted Answer

When customers feel a strong emotional connection with a brand, they are more likely to continue doing business with that brand, recommend it to others, and forgive mistakes or errors. This increased loyalty is a result of the customer feeling valued and appreciated by the brand, which encourages them to maintain a long-term relationship.

Question 11

Quality improvement requires the interactions on a contingency basis of many different disciplines to create products, services, processes, and systems that effectively serve customers.

Accepted Answer

Quality improvement involves collaboration between different disciplines to create products and services that meet the needs of customers. This collaboration is often based on a contingency approach, where each discipline contributes their unique skills and perspectives to achieve the best possible outcome.

Question 12

Not only is an understanding of customers required, but also an understanding of the competitor's customers.

Accepted Answer

To stay competitive, businesses must understand not only their own customers but also their competitors' customers to identify opportunities for differentiation and improving their own offerings.

Question 13

For a quality system to function effectively, employees must understand they are peripheral to that system.

Accepted Answer

This statement is incorrect. For a quality system to function effectively, employees must understand that they are an integral part of that system. Each employee's actions and contributions directly impact the quality of the products or services being provided.

Question 14

The ________ team should be made up of quality managers, people involved in the data analysis, a facilitator, and appropriate operating force participants.
A) strategic objective
B) operational
C) SLs lead
D) SLT senior leadership
E) reenergizing quality

Accepted Answer

The answer of The ________ team should be made up...

Question 15

People represent the core of a firm's capabilities.

Accepted Answer

People, meaning employees, are the ones who bring skills, knowledge, and experience to a firm, making them essential to the firm's success. They can create, innovate, and improve processes and products, making them the core of a firm's capabilities.

Question 16

The ________ is a living document that will change as products and the business realities change.
A) signature strategy
B) structural measure
C) change management
D) reenergizing quality approach
E) certification process

Accepted Answer

The answer of The ________ is a living document that...

Question 17

The second building block of a quality system is culture.

Accepted Answer

The answer of The second building block of a quality...

Question 18

Customer closeness provides the core of the support system for satisfying the customer.

Accepted Answer

The answer of Customer closeness provides the core of the...

Question 19

Closeness to customers involves the understanding of the competitor's customers.

Accepted Answer

Understanding the needs and preferences of the competitor's customers can be valuable in identifying opportunities to improve and differentiate one's own offerings to attract those customers.

Question 20

EDI systems allow customers and suppliers to tie their systems together to enhance planning, purchasing, and coordination.

Accepted Answer

EDI systems are designed to allow customers and suppliers to integrate their systems, improve communication and increase productivity by streamlining processes.

Quiz 15: Implementing and Validating the Quality System