Question 1

Most companies define product ____________in terms of how easy or difficult it is to fix a product.
A) reliability
B) serviceability
C) responsiveness
D) consistency
E) effectiveness

Accepted Answer

Serviceability refers to the ease with which a product can be repaired or serviced. Therefore, it is the best choice in this case. Reliability refers to a product's ability to perform consistently without breaking down or malfunctioning, responsiveness refers to how quickly a product can respond to user input, consistency refers to a product's ability to perform consistently over time, and effectiveness refers to how well a product meets user needs and expectations. While all of these factors may contribute to a product's overall quality, serviceability is the most relevant when defining a product in terms of how easy or difficult it is to fix.

Question 2

A company expressing its ongoing commitment to continuous product improvement and premium quality products is committed to ____________ .
A) a bureaucratic structure
B) total quality management
C) winning ISO 8000 certification
D) implementing an MRP program
E) autonomous work stations

Accepted Answer

The three principles that characterize TQM are continuous improvement, customer focus and satisfaction, and teamwork.

Question 3

In terms of the characteristics of service quality, a major newspaper is said to be____________ if it provides news of interest to its readers consistently at the same time and place daily.
A) proactive
B) responsive
C) durable
D) accessible
E) reliable
If it provides news of

Accepted Answer

Reliability is the ability to consistently provide a quality product.

Question 4

Which of the following is NOT a criterion on which companies are judged when applying for the Baldrige National Quality Award?
A) leadership
B) business results
C) customer and market focus
D) competitive advantage
E) process management

Accepted Answer

Competitive advantage is not a criterion for the Baldrige National Quality Award. The other criteria are leadership, business results, customer and market focus, and process management.

Question 5

Which of the following statements about ISO 9000 is true?
A) ISO 9000 is a series of five international standards for achieving consistency in quality management and quality assurance in companies throughout the world.
B) The ISO 9000 standards are applicable to the manufacturing of goods and to the delivery of services.
C) Studies show that customers prefer to buy from companies with ISO 9000 certification.
D) ISO 9000 certification may be suspended or canceled if companies fail an audit following their initial certification.
E) All of these statements about ISO 9000 are true.

Accepted Answer

All five statements are true. ISO 9000 is a series of five international standards aimed at achieving consistency in quality management and quality assurance in companies worldwide, applicable to both product manufacturing and service delivery. Customers prefer to buy from companies with ISO 9000 certification, and certification may be suspended or canceled if companies fail an audit following their initial certification.

Question 6

The three principles that characterize TQM are continuous improvement, teamwork, and____________  .
A) third party certification
B) delegation
C) participative management
D) customer focus and satisfaction
E) distinctive competence

Accepted Answer

The three principles of TQM are continuous improvement, teamwork, and customer focus and satisfaction. Option D is the only choice that correctly represents the third principle.

Question 7

In TQM terms,____________  is an organizational goal to provide products or deliver services that meet or exceed customers' expectations.
A) market response
B) customer satisfaction
C) market focus
D) positive framing
E) added value

Accepted Answer

Customer satisfaction is the goal of TQM, which means acquiring a thorough understanding of customer needs and preferences and delivering products or services that meet or exceed customers' expectations. The other choices (market response, market focus, positive framing, added value) do not fully capture the essence of TQM's goal, which is to satisfy customers by delivering high-quality products or services.

Question 8

A product's quality is determined by its____________ .
A) reliability, homogeneity, and durability
B) reliability, validity, and effectiveness
C) serviceability, tangibility, and homogeneity
D) durability, reliability, and serviceability
E) consistency, tangibility, and durability

Accepted Answer

The question specifically mentions a product's quality and the options provided all relate to different aspects of product quality. Among the options, choice D includes durability, reliability, and serviceability which are all important factors in determining a product's quality. Durability refers to how long a product can last or hold up over time, reliability refers to how consistently a product performs its intended function, and serviceability refers to how easy it is to repair or maintain the product. These three factors give a good overall indication of a product's quality.

Question 9

The three principles that characterize TQM are continuous improvement, customer focus and satisfaction, and ____.
A) teamwork
B) organizational dialogue
C) the equity theory
D) autonomy
E) competitive advantage

Accepted Answer

The third principle that characterizes TQM is teamwork. While organizational dialogue and autonomy may be integral concepts within an organization, they are not explicitly linked to TQM. Furthermore, while competitive advantage is desirable, it is not a principle of TQM.

Question 10

Which of the following quality characteristics can be applied to both goods and services?
A) reliability
B) serviceability
C) durability
D) homogeneity
E) tangibility

Accepted Answer

Reliability, which refers to the consistency and dependability of the product or service, can be applied to both goods and services.

Question 11

The ability to consistently perform a service well is referred to as service____________ .
A) reliability
B) assurance
C) responsiveness
D) tangibility
E) durability

Accepted Answer

Service reliability refers to the ability of a service provider to consistently perform a service accurately and dependably. This is an essential aspect of service quality and is particularly important in industries such as healthcare, transportation, and financial services, where mistakes or delays can have serious consequences. While assurance, responsiveness, tangibility, and durability are all important aspects of service quality, none of them specifically refers to the ability to consistently perform a service well.

Question 12

The average time between breakdowns (for machinery) is referred to as____________ ?
A) reliability
B) serviceability
C) responsiveness
D) consistency
E) effectiveness

Accepted Answer

Reliability refers to the average time between breakdowns.

Question 13

Which of the following statements about ISO 9000 is true?
A) ISO 9000 is a series of three standards for achieving consistency in quality management and quality assurance in U.S.-based organizations only.
B) The ISO 9000 standards are specific and require companies who seek this certification to completely reorganize.
C) To become ISO 9000 certified, companies must show that they are following their own procedures.
D) The ISO standards were created by the Industrial Service Organizations.
E) All of these statements about ISO 9000 are true.

Accepted Answer

ISO 9000 is a series of five international standards for achieving consistency in quality management and quality assurance in companies throughout the world. Companies that qualify must achieve consistency in quality management. ISO stands for the International Organization for Standardization.

Question 14

The purpose of____________  is to recognize U.S. companies for their achievements in quality and business performance and to raise awareness of how quality and performance excellence can be used to create a competitive edge.
A) ISO 9000 certification
B) the Baldrige Award
C) the Herzberg Award for Excellence
D) Kanban certification
E) the Gantt Award

Accepted Answer

The Baldrige Award recognizes U.S. companies for their achievements in quality and business performance, and promotes the use of quality and performance excellence as a competitive edge. The other options mentioned (ISO 9000 certification, Herzberg Award for Excellence, Kanban certification, and Gantt Award) are not directly related to recognizing companies for their overall achievements in quality and business performance.

Question 15

ISO 14000____________  .
A) provides ISO certification for service providers
B) is a series of five international standards for achieving consistency in quality management and quality assurance in companies throughout the world
C) is a series of international standards for managing, monitoring, and minimizing an organization's harmful effect on the environment
D) is the interim ISO certification that is granted in the event that ISO 9000 certification is temporarily withdrawn
E) is only given to manufacturers who have achieved the highest possible level of product quality and assurance

Accepted Answer

Definition of ISO 14000.

Question 16

Which of the following statements about the Baldrige National Quality Award is true?
A) The purpose of the Baldrige Award is to recognize all companies that operate in the business-to-business market for their achievements in quality and business performance and to raise awareness about the importance of quality and performance excellence as a competitive edge.
B) The Baldrige Award is primarily concerned with improving customer satisfaction.
C) Companies that apply for the Baldrige Award are judged on a 1,000-point scale based on three criteria: leadership, customer and market focus, and business results.
D) An emphasis on results is what differentiates the Baldrige Award from the ISO 9000 standards.
E) All of these statements about the Baldrige National Quality Award are true.

Accepted Answer

The Baldrige Award emphasizes results, which differentiates it from the ISO 9000 standards that focus more on process.

Question 17

An article addressed to nurses who work in intensive care emphasize practices affirming the patient's intrinsic value and individual personality One method to affirm the patient's intrinsic value is to demonstrate ____.
A) empathy
B) serviceability
C) durability
D) homogeneity
E) tangibility

Accepted Answer

Empathy is the extent to which service providers give individual attention and care to
customers' concern and problems.

Question 18

The easier it is to maintain a working product or fix a broken product, the more____________ that product appears.
A) reliable
B) serviceable
C) durable
D) tangible
E) effective

Accepted Answer

Serviceability refers to the ease with which a product can be maintained or repaired. Therefore, the more serviceable a product is, the easier it is to fix if broken, which makes it more reliable overall.

Question 19

Which of the following statements about ISO 9000 is true? A) ISO 9000 is a single international standard for achieving consistency in quality management and quality assurance in companies throughout the world. B) The ISO 9000 standard is applicable only to the manufacturing of goods and not to the delivery of services. C) ISO 9000 certification may be suspended or canceled if companies fail a periodic audit following their initial ^{certification.} D) Ninety-eight percent of companies that already have achieved ISO 9000 certification said they did so because it increases profitability. E) Service providers can achieve ISO 14000 certification.

Accepted Answer

ISO 9000 is a series of five international standards for achieving consistency in quality management and quality assurance in companies throughout the world. Certification increases customer satisfaction. ISO 14000 certification has to do with an organization's commitment to minimize its harmful effect on the environment. ISO 9000 is applicable to manufacturers and to service providers. Continued ISO certification is not guaranteed, however. Accredited third parties typically conduct periodic audits to make sure the company is still following quality procedures. If it is not, its certification is suspended or canceled

Question 20

Which of the following statements about total quality management (TQM) is true?
A) TQM is an integrated organization-wide strategy for improving product and service quality.
B) TQM is a specific technique used to reposition a company's product so as to justify higher prices.
C) TQM is based on four mutually reinforcing principles: customer focus, customer satisfaction, participative management, and delegation.
D) TQM was developed and is monitored by the International Organization of Standards.
E) All of these statements about TQM are true.

Accepted Answer

TQM is not a specific tool or technique. TQM is based on the three principles of continuous improvement, customer focus and satisfaction, and teamwork.

Quiz 17: Section 1: Managing Information

Most companies define product ____________in terms of how easy or difficult it is to fix a product.

A company expressing its ongoing commitment to continuous product improvement and premium quality products is committed to ____________ .

In terms of the characteristics of service quality, a major newspaper is said to be____________ if it provides news of interest to its readers consistently at the same time and place daily.

Which of the following is NOT a criterion on which companies are judged when applying for the Baldrige National Quality Award?

Which of the following statements about ISO 9000 is true?

The three principles that characterize TQM are continuous improvement, teamwork, and____________ .

In TQM terms,____________ is an organizational goal to provide products or deliver services that meet or exceed customers' expectations.

A product's quality is determined by its____________ .

The three principles that characterize TQM are continuous improvement, customer focus and satisfaction, and ____.

Which of the following quality characteristics can be applied to both goods and services?

The ability to consistently perform a service well is referred to as service____________ .

The average time between breakdowns (for machinery) is referred to as____________ ?

Which of the following statements about ISO 9000 is true?

The purpose of____________ is to recognize U.S. companies for their achievements in quality and business performance and to raise awareness of how quality and performance excellence can be used to create a competitive edge.

ISO 14000____________ .

Which of the following statements about the Baldrige National Quality Award is true?

An article addressed to nurses who work in intensive care emphasize practices affirming the patient's intrinsic value and individual personality One method to affirm the patient's intrinsic value is to demonstrate ____.

The easier it is to maintain a working product or fix a broken product, the more____________ that product appears.

Which of the following statements about ISO 9000 is true?

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