Quality Management: Key Definitions and Concepts

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Quality Management: Key Definitions and ConceptsQuick Study-Practice Quiz TranscriptThe following questions have more than 1 choice. The correct answers are indicated with(Correct) before the letter for the choice.Multiple Choice Question:1)The view that defines quality as the goodness of a product is referred to as the _____definition of quality.a. user-basedb. transcendent (Correct)c. incidentald. imminentMultiple Choice Question:2) The _____ perspective is based on the presumption that quality is determined by what acustomer wants.a. user-based (Correct)b. value-basedc. judgmental-basedd. manufacturing-basedMultiple Choice Question:3) Conformance to specifications applies to which quality definition?a. User-basedb. Product-basedc. Manufacturing-based (Correct)d. Value-basedMultiple Choice Question:4) 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. (Correct)b. Not allproducts 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.Multiple Choice Question:5) The _____ definition of quality is that it is a function of a specific, measurable variable andthat differences in quality reflect differences in quantity of some product attribute.a. manufacturing-basedb. product-based (Correct)c. value-basedd. user-basedMultiple Choice Question:6) The _____ definition of quality is of little practical value to managers as it does not provide ameans by which quality can be measured or assessed as a basis for decision making.a. transcendent (Correct)b. user-basedc. value-basedd. traditionalMultiple Choice Question:

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7) Quality is most difficult to measure and analyze under which of the following definitions?a. Product-basedb. User-basedc. Judgmental (Correct)d. Value-basedMultiple Choice Question:8) 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-basedb. user-basedc. value-based (Correct)d. manufacturing-basedMultiple Choice Question:9) Conformance to specifications applies to whichquality definition?a. User-basedb. Product-basedc. Manufacturing-based (Correct)d. Value-basedMultiple Choice Question:10) Which of the following is NOT considered a core principle of total quality?a. A focus on customers and stakeholdersb. A process focus involving continuous improvement and learningc. A goal of achieving the highest quality that is technologically possible (Correct)d. Company-wide participation and teamworkMultiple Choice Question:11) _____ is a customer-focused and results-oriented approach to business improvement thatintegrates many traditional quality improvement tools and techniques that have been tested andvalidated over the years.a. Quality assuranceb. Kaizenc. Six Sigma (Correct)d. Total qualityMultiple Choice Question:12) A. V. Feigenbaum recognized the importance of a comprehensive organizational approach toquality in the 1950s and coined the term _____.a. process controlb. total quality control (Correct)c. quality circled. companywide qualitycontrolMultiple Choice Question:13) 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. (Correct)d. a set of tools and techniques.Multiple Choice Question:

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14) _____ can help to prevent manufacturing defects and service errors and to reduce the needfor the non-value-adding inspection practices.a. Management controlb. Tighter supervisionc. Good design (Correct)d. Efficient supply systemsMultiple Choice Question:15) If quality is built into the product properly, _____ should be unnecessary.a. inspection (Correct)b. customer servicec. process schedulingd. workforce trainingMultiple Choice Question:16) An increasingly important component in quality for service firms is:a. information technology. (Correct)b. worker health care.c. legal services.d. inventory management.Multiple Choice Question:17) Quality improvement efforts in health carehave resulted in all of the following EXCEPT:a. cost reduction.b. relaxation of accreditation standards. (Correct)c. increased efficiency.d. shorter hospital stays.Multiple Choice Question:18) Measuring quality in service industries is considered more difficult than in manufacturingindustries because:a. services cannot be analyzed as production systems.b. a productivity measure cannot be developed for services.c. customers are more involved in manufacturing industries.d. the outputs are less tangible. (Correct)Multiple Choice Question:19) Services differ from manufactured goods in which of the following ways?a. Service output is more easily measured.b. Services tend to be produced and consumed simultaneously. (Correct)c. Service output is generally more tangible.d. Service providing requires a lower degree of customization than does manufacturing.Multiple Choice Question:20) Which of the following best describes the role of a quality assurance department in anorganization?a. Provide guidance and support for total quality efforts (Correct)b. Perform incoming and outgoing inspectionsc. Find qualified, reliable suppliersd. Assure total quality in the organizationQuick Study-Practice Quiz TranscriptThe following questions have more than 1 choice. The correct answers are indicated with (Correct)before the letter for the choice.

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True or False Question:1) Under the Deming philosophy, each department should optimize its own performance.a. Trueb. False (Correct)True or FalseQuestion:2) Deming advocated the use of relatively few suppliers as a means to reduce raw material variation.a. True (Correct)b. FalseTrue or False Question:3) To focus on quality, Juran proposed a cultural change in the organization rather than in managementthinking.a. Trueb. False (Correct)True or False Question:4) Inspection is an activity that can be classified under the ‘Improvement’ element of Juran’s Trilogy.a. Trueb. False (Correct)True or False Question:5) Juran’s approach to quality improvement is considered easier to fit into existing business structuresthan Deming’s.a. True (Correct)b. FalseTrue or False Question:6) Unlike Juran and Deming, Crosby’s program is primarily behavioral.a. True (Correct)b. FalseTrue or False Question:7) Crosby emphasizes using management and organizational processes rather than statistical techniquesto change corporate culture and attitudes.a. True (Correct)b. FalseTrue or False Question:8) Crosby argues that Zero Defects is amotivational program and not a performance standard.a. Trueb. False (Correct)True or False Question:9) The term “total quality control” was originally developed by Taguchi.a. Trueb. False (Correct)True or False Question:10) Ishikawa advocated the use of simple visual tools rather than statistical techniques for qualityimprovement.a. Trueb. False (Correct)True or False Question:11) Taguchi, like Deming, believed that variance reduction is a key to quality improvement.a. True (Correct)b. False

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