Chapter 3 Quiz
In an attempt to improve employee performance and the quality of their engineering department, the executives at CarCorp decided to establish a quality circle. How many members do they need for their quality circle? 1-3 members 6-12 members 50-100 members 20-50 members 15-20 members
6-12 members
Which of the following BEST defines Total Quality Management? A management approach to customer satisfaction, employee satisfaction and supplier relationships by continually improving on a business's processes and systems to develop quality products and services. A rigorous analytical approach to the measurement of efficiency in production, with the goal of increasing the profitability of the company. A long-term approach to work that systematically seeks to achieve small, incremental changes in processes in order to improve efficiency and quality. An approach to core company values which ensures that the company's core values are visible, identifiable and marketable in each segment of the company's production process.
A management approach to customer satisfaction, employee satisfaction and supplier relationships by continually improving on a business's processes and systems to develop quality products and services.
John and Tyler are discussing the 7 dimensions of service quality. They remember that some of them are: time, completeness, courtesy, consistency, convenience and responsiveness. Which dimension of quality are they forgetting? Creativity Convergence Accuracy Attention
Accuracy
Tim's company produces luxury cars. He is trying to make his car visually more appealing to customers and he is trying to give the car the smell of a pine forest with some special herbs. What aspect is he focusing on? Reliability Conformance Aesthetics Serviceability
Aesthetics
Which quality dimension is about how a product looks, feels, smells, sounds and tastes? Conformance Performance Features Perceived Quality Aesthetics
Aesthetics
Total Quality Management (TQM) involves which of the following? A management approach to supplier relationships A management approach to employee satisfaction Continually improving a business's processes All of the answers are correct A management approach to customer satisfaction
All of the answers are correct
What is a tangible cost on sales? The cost of hiring people to work in your furniture store All the cost of quality that occur during the sales phase The cost of advertising your product There is no such thing as a tangible cost on sales
All the cost of quality that occur during the sales phase
Jennifer and her team are using the quality circle to find problems related to the launch of their new line of products. Which of the following are they supposed to do during the fourth step of conducting the quality circle? Collect relevant data from corporate sources. Identify the underlying problem. Utilize a problem-solving technique to make recommendations. Analyze the data using statistical tools.
Analyze the data using statistical tools.
Why does ISO 9000 help break down trade barriers? Because it creates a direct channel of accredited and verified producers. Because it creates a general network of both producers and suppliers to make them more competitive. Because an organization cannot access the international market without being formally accredited by ISO 9000. Because an organization can willingly request ISO certification to be recognized for its quality.
Because an organization can willingly request ISO certification to be recognized for its quality.
Tom is a manager at a large firm. He has worked for the firm for a very long time and has spent much of his time focusing on the company's budget. Aside from that, he is also responsible for determining the 10-year goals of the company, one of which, is that every employee needs to have access to healthcare. Why is Tom an example of a top-level manager? Because anyone responsible for the budget of any aspect of the company is part of the top-level management. Because he has worked in the firm for a very long time. Because he obviously cares about the well-being of his employees. Because he is responsible for designing the long-term company strategy
Because he is responsible for designing the long-term company strategy.
Why did the International Organization for Standardization (ISO) primarily develop their standards? Because it wanted to achieve the UN Millennium Goals. Because it wanted to ensure the fair treatment of employees Because it wanted to suggest a system that will ensure organizational liquidity. Because it wanted to break down international trade barriers
Because it wanted to break down international trade barriers.
Why did the quality of Japanese automobiles improve after WWII? Because the Japanese automakers had their automobiles manufactured in North America Because production facilities could be used for other products besides the war effort Because more capital was available Because the automakers adopted the TQM principles promoted by Deming Because of their education system
Because the automakers adopted the TQM principles promoted by Deming
A small company wants to be ISO 9000 accredited. They have not yet prepared their quality management system nor trained their employees thoroughly, but they have provided a plan for doing so in the next three years. They have conducted an audit of the organization's quality manual, policies and procedures, and systems. In doing so, they discovered some problems, but they have implemented a strategy to fix these issues. Why will the company FAIL its ISO 9000 accreditation? Because the audit discovered there were some issues. Because the company implemented a strategy to resolve the audit issues rather than a 3-year plan. Because an audit is not even necessary for ISO 9000 accreditation, and the company got the procedure wrong. Because the company did not prepare their quality system
Because the company did not prepare their quality system.
An IT company focuses strongly on the satisfaction of their employees and that their talents are utilized. Leadership is focused in such a way that it develops a fully-involved staff. The company generally approaches all work as a process by defining work activities and assigning responsibility and accountability to employees. They also stress that each process is unique and not connected with other processes. Identify why this company does NOT fully conform to the ISO 9000. Because leadership should not lead toward a fully-involved staff. Because all work should not be viewed as various processes. Because they focus on their employees and their talents. Because the processes cannot be viewed independently
Because the processes cannot be viewed independently.
The company you work for wants to develop a strategic approach to improvement. In order to do so, it is considering how all processes in the company function and how to test the quality of their product. Your company is also considering launching a new line of products. Why is this an example of a strategic approach to improvement? Because they are launching a new line of products Because a strategic approach always involves both a new product and increasing the efficiency of the existing system Because of the combination of factors incorporating existing knowledge from their previous products in an entirely new line of products Because they are developing a process to test the quality of their product
Because they are developing a process to test the quality of their product
Why do the decisions of middle-level management impact profitability? Because they are the ones who decide how operative plans should be conducted. Because they are responsible for protecting the company's quality standards. Because they are in charge of implementing the strategic plans. Because they are in charge of day-to-day affairs.
Because they are in charge of implementing the strategic plans.
What did AtlantiCare allow their competitors to copy to improve the overall health care industry? Statistics Profits Photos Lessons Benchmarks
Benchmarks
How should a company focus on customer needs? By placing the customer's needs above the needs of any other member of the organization. By giving huge amounts of money to charity and having a PR strategy that displays they care about society itself rather than the customer's expectations. By implementing a strategy it will fulfill regardless of the customer's expectations. By researching the customer's needs and linking objectives to the customer's expectations
By researching the customer's needs and linking objectives to the customer's expectations.
Which quality tool is also known as the Ishikawa/Fishbone Chart and can be used to analyze different causes for a problem and sort the results into categories. Cause-and-Effect Diagrams Flow Charts Histograms Pareto Charts Scatter Diagrams
Cause-and-Effect Diagrams
The foundation of Total Quality Management (TQM) is based upon a continuous thought process that involves the entire purchase experience. Which of the following is NOT part of that process? Delivery of the product The product or service itself Product warranty Company profits Service after the sale
Company profits
When Lydia says she expects everything that she requested for the party is available, she is referring to what dimension of service quality? Courtesy Time Completeness Convenience Consistency
Completeness
Which quality dimension means that the same level of service is delivered every time? Consistency Courtesy Completeness Correctness Campaigns
Consistency
What is a summary of a consumer's view of quality, price and purchase? Consumers always buy the most expensive item. Producers only care about price. Price has no impact in quality Service is quality. Consumers generally will pay for the type of product or service that they can afford
Consumers generally will pay for the type of product or service that they can afford.
Leslie owns a large manufacturing company which is always focused on improving products, services, processes and systems through training, tracking improvements and recognizing those employees responsible for improvements. She and her team do this on a constant basis to make sure that everything is working as smooth as it possibly can. Which ISO 9000 principle does this MOST reflect? Process approach Factual approach to decision making System approach to management Continual improvement
Continual improvement
Which position in the quality circle is responsible for organizing and directing the quality circle activities and ensuring that the recommendations are implemented to match operations capabilities? Organizer Coordinator Chaplain Task Master Leader
Coordinator
Ralf's company produces high-quality laptops. Recently, they have started using cheaper plastic to produce laptops in order to save some money on production, but have not reported this to their customers. They are faced with a lawsuit for mislabeling their product. Which of the following BEST describes this practice? Cost of quality Intangible cost Total production cost Marginal cost
Cost of quality
Which quality dimension of service means how employees treat customers? Courtesy Productive Responsiveness Demeanor Warmth
Courtesy
Jane owns a small IT store. She always provides her regular customers with an extra 3-month warranty and tries to help them out any way she can. She also has a very efficient system which means that there are never any lines at her store. What dimensions of service quality is she focused on? Completeness and consistency Quality and performance Accuracy and responsiveness Courtesy and time
Courtesy and time
When a company decides to implement Total Quality Management (TQM), which of the following lists portray the correct order of the steps that are involved? Determining the company's objectives, vision, mission, and values Coming up with the company's purpose, mission statement, vision, and objectives None of the options show the correct order of the steps involved in TQM. Coming up with the company's objectives, values, mission, and vision Determining the company's purpose, vision, mission statement, and objectives
Determining the company's purpose, vision, mission statement, and objectives
Which of the following BEST reflects the concept of process approach? Understanding current and future customer needs related to products and services, developing ways to meet and exceed expectations. Directing work as a process by defining work activities, assigning responsibility and accountability to employees and having a system to analyze and measure the process in terms of risk to customers and suppliers. Making accurate and reliable data and factual information available to decision makers and give decision makers autonomy to access and use data in their decision-making. Ensuring that relationships are beneficial to both the organization and the supplier by creating a mutual value.
Directing work as a process by defining work activities, assigning responsibility and accountability to employees and having a system to analyze and measure the process in terms of risk to customers and suppliers.
How did Total Quality Management originate from Japan? Due to their strong tradition and patience with developing products. Due to their need to recover their economy after World War II. Due to their desire to catch up with the other European nations in the 17th century. Due to their need to defeat the Russians in the war of 1906.
Due to their need to recover their economy after World War II.
Based on the work of Deming, during which step should managers survey everyone involved in the operation of the company? During the first phase, planning During the second phase, doing During the third phase, checking During the fourth phase, taking action
During the first phase, planning
How many dimensions of quality are there? Ten Five Nine Six Eight
Eight
Which of the following is central to producing quality work for the first time in Total Quality Management? Designing products or services that meet or exceed the customer's expectations. Empowering employees to make decisions by themselves and providing them with continued training. Making sure suppliers offer quality supplies needed to produce products. Always analyzing the way work is being performed to determine if more effective or efficient ways are possible, making improvements and striving for excellence all the time.
Empowering employees to make decisions by themselves and providing them with continued training.
Hannah is a member of a workgroup from marketing and she is always included in decision-making processes for their research and development team, despite being lower in the company hierarchy. Joe, who leads the groups, always tries to get as many independent opinions as he possibly can. Which principle of Total Quality Management does this reflect? Produce quality work the first time Focus on the customer Encourage mutual respect and teamwork Improve continuously
Encourage mutual respect and teamwork
Which of the following steps is NOT part of Deming's TQM philosophy? Check Plan Evaluate Act Do
Evaluate
What does it mean when a product should do what it is supposed to do? Quality for use Design fitness Use of choice Fitness for use Quality of design
Fitness for use
What is used to communicate steps through boxes and arrows to conclude with a solution to a specific problem? Flow Chart Lines and Dots Histogram Scatter Diagram Pareto Chart
Flow Chart
What is an example of tangible cost on sales? Paying for the materials to build your product Paying sales tax Having to hire extra customer service people to handle all the complaints on your product Not having to provide extra wood, since you know your product will last
Having to hire extra customer service people to handle all the complaints on your product
Which quality tool is used to graphically show frequency distributions of two variables which are helpful to determine how often something occurs? Glow Charts Pareto Charts Scatter Diagrams Flow Charts Histograms
Histograms
What is the cost of quality? How much items actually cost after a company cuts too many corners How much items actually cost in production How items price should be priced after considering the cost of production There is no such thing as a cost of quality
How much items actually cost after a company cuts too many corners
What is the first step in conducting a quality circle? Brainstorming Identifying a problem Analyzing data Developing recommendations Creating graphs
Identifying a problem
Robert is a mid-level manager at a production plant. He is worried because his workers have asked for a raise, which will decrease his profitability. Which of the following would further decrease the profitability of the plant? If the production of the plant is higher than expected If the cost of raw materials were to increase If the workers decide they do not want the raise If the quality of the products were higher without extra investment
If the cost of raw materials were to increase
Which of the following is NOT a benefit from winning the Malcolm Baldrige Award? Higher productivity Improved market share Improved employee relations Improved relations with the government Higher profitability
Improved relations with the government
When and how was the Malcolm Baldrige National Quality Award created? In 1990 by the U.S. Congress In 1960 by President Kennedy In 2000 by the U.S. Senate In 1987 by the U.S. Congress In 1970 by President Nixon
In 1987 by the U.S. Congress
A car designer is trying to model replicas of antique cars and pass them off as the real thing. At first, the designer managed to profit, but he started getting a lot of angry mail and refund request which strongly damaged his professional reputation. What BEST describes the type of costs this causes? Tangible costs of production Tangible costs of service Operative costs Intangible costs
Intangible costs
Jeff owns a large marketing company and he always advertises that he personally reviews every marketing strategy his clients implement. Recently, during his divorce, Jeff didn't have the energy or will to do it and let one of his interns review the strategies. While no mistakes were made, his clients found out and spoke out in public, damaging the company's reputation. Which of the following BEST describes the costs the company suffered? Tangible costs on production Tangible costs on sales Intangible costs Damaging costs
Intangible costs
Which of the following is FALSE regarding Total Quality Management? It is an all-encompassing and structured approach to how organizations and their processes are managed. It believes that all of the company's products and services need to be refined and improved. It doesn't care at all about the customer's feedback, as only the process needs to be understood. It originated in Japan.
It doesn't care at all about the customer's feedback, as only the process needs to be understood.
Which of the following was an impact of the Baldrige award? It allowed businesses to hire more consultants. It established a set of widely accepted guidelines to assist businesses in providing a competent quality management program. It encouraged companies to adopt new marketing practices. It opened the door for computer-based recruitment. It paved the way for more foreign competition
It established a set of widely accepted guidelines to assist businesses in providing a competent quality management program.
Why is it important to use various media sources for marketing when a company is in the phase of focusing on the customer? It helps a company reach all potential customers. It helps to make the company appear more up-to-date by focusing exclusively on social media. It helps the customer make an informed decision after he/she has made a purchase. It helps to improve efficiency as no one really uses just one source of media, like email or texting
It helps a company reach all potential customers.
What is a quality circle? It is a Japanese method of quality production. It is a way of production where the equipment is lined up in a circle. It is where a group of employees from all different departments meet to discuss, analyze and find solutions for problems related to improving work performance. It is where a group of employees who work in the same position or department meet to discuss, analyze and find solutions for problems related to improving work performance. It is a group of employees who embrace the quality production method
It is where a group of employees who work in the same position or department meet to discuss, analyze and find solutions for problems related to improving work performance.
What is the impact of a company becoming a benchmark as a result of receiving the Malcolm Baldrige National Quality Award? It sets the highest standard for everyone in the industry, although there is no direct financial gain from being a benchmark. It sets out the minimum requirement for any company to even compete in the field and there is no financial gain for the recipient of the award. It protects the position of the recipient of the award so that he remains as the leader of the industry for the calendar year. It allows the winner both indirect and direct funds, as he both receives money for winning the award and can market his success.
It sets the highest standard for everyone in the industry, although there is no direct financial gain from being a benchmark.
Why did Japanese business leaders feel the need to develop and implement the process known as TQM? The communist leadership of Japan demanded it. Rising sea levels threatened Japanese cities. They wanted to keep Chinese goods out of the country. They needed a system that other countries could not copy and use. Its economy was a shambles after World War II and needed rebuilding
Its economy was a shambles after World War II and needed rebuilding.
A large company is having trouble with the IRS because it seems that they have not paid enough taxes. Accounting says that they have done their job right, but that retail failed to disclose all of the new contracts. Retail and acquisition reported that they did all they could have, but that the procedure accounting set up was far too long and filled with needless bureaucracy. Identify the main problem this company is facing: Having a too casual working climate Lack of inter-departmental cooperation Not focusing on the customer Not having a strategic approach to improvement
Lack of inter-departmental cooperation
Tanya is a manager that is responsible for devising tactical plans and marketing. Her current focus is on attaining previously set short-term goals. Which of the following BEST describes her role? Senior manager Low-level manager Mid-level manager Quality control manager
Mid-level manager
Which of the following is NOT a reason for a company to implement Total Quality Management (TQM)? Customer service representatives are experiencing stress due to a large number of calls. Customers are frustrated with products that seem to be in a constant state of repair due to inferior parts All of the answers are incorrect Salespeople feel their hands are tied because they lack the autonomy to negotiate deals with customers Middle management is not conducive to change at a company that has high customer satisfaction and employee engagement
Middle management is not conducive to change at a company that has high customer satisfaction and employee engagement
An airline has employed an IT company to optimize their web service. In the airline's web service, you can purchase your ticket, as well as check in for your flight and purchase additional luggage space. Which of the following is essential if the company is in the phase of producing quality work the first time? Hiring another company to perform constant control over the IT company Actively using social media in order to promote the services of the airline Making sure that only the most expensive services of the airline are being purchased Monitoring the web service and checking whether the customers are actually purchasing services or just browsing
Monitoring the web service and checking whether the customers are actually purchasing services or just browsing
Which of the following companies won the Malcolm Baldrige National Quality Award in 2010, causing them to currently rank number one in the market share for their key product? Nestle Purina Pet Care Toyota Prius Apple iPhone 3GS AtlantiCare healthcare
Nestle Purina Pet Care
What is an example of an intangible cost? Everyone buys your candles because they smell delicious. No one will even look at your rocking chairs because they have a reputation for collapsing. No one will buy your stockings because the design is ugly. No one will buy your cupcakes because they taste bad
No one will even look at your rocking chairs because they have a reputation for collapsing.
Which of the following is NOT one of Crosby's Four Absolutes of Quality Management? The measurement of quality is the price of non-conformance. The system for causing quality is prevention. Non-conformance to quality standards prevents waste. Quality is defined as conformance to standards. The performance standard is not arbitrary
Non-conformance to quality standards prevents waste.
Which type of objectives are considered when implementing Total Quality Management (TQM)? Only financial objectives Objectives in all areas of the business Only human resources objectives Only marketing objectives Only customer service objectives
Objectives in all areas of the business
Jim is a CEO that is trying to implement a philosophy which is based on the following principles: Quality is defined as conformance to standards, The performance standard is not arbitrary; it must be without defect and The measurement of quality is the price of non-conformance. Who originally developed this philosophy? Henry Ford Philip Crosby Kaoru Ishikawa Joseph Juran
Philip Crosby
What is the capacity of a product or service to meet or exceed customer requirements or expectations? Endurance Accuracy Strength Quantity Quality
Quality
What is the capacity of a product or service to meet or exceed customer requirements or expectations? Quality Reflection Judgement Branding Profile
Quality
The Malcolm Baldrige Award focuses on a company's ability to provide which one of the following? Product development Customer retainment Financial literacy Quality management systems Hyper targeting customer service
Quality management systems
What type of quality perspective is when products are designed and produced to specifications? Quality of fitness Quality of use Quality of conformance Consumer fitness Quality of design
Quality of conformance
Which is a producer's meaning of quality? Quality of fun Quality of conformance Quality of fitness Quality of life Fitness of design
Quality of conformance
What are specific quality elements that have been instilled in the product? Fitness of use Consumer choice Quality of design Use of quality Quality of fitness
Quality of design
What helps support quality management goals by understanding and improving production processes? Quality tools Forecasting tools Management tools Middle management goals Impact decisions
Quality tools
How did Crosby define quality? Quality was in a constant state of flux depending on performance standards. Quality was not being anything unique. Quality was based on cost and not the customers' needs. Quality was conformity to industry or organizational standards. Quality was being close to perfect as possible
Quality was conformity to industry or organizational standards.
The head of Acme Tools and Plumbing, Jordy McClellan, decided to solve a customer complaint problem by conducting company-wide customer service training. The goals were to improve the process and transform the culture of the company to revolve around serving customers. Which aspect of Total Quality Management (TQM) did Mr. McClellan use? Reorganization Reformatting Restructuring Downsizing Reengineering
Reengineering
Which is a challenging quality dimension for service companies to master as it deals with the unknown? Possession Accuracy Responsiveness Time Completeness
Responsiveness
Kate and her team are now brainstorming about possible solutions they could enact to resolve their problem. What step of the quality circle are they conducting? First Second Third Fourth
Second
How can social media affect dimensions of quality? Social media communication can affect reliability. Social media communication can affect features. Social media communication can affect performance. Social media communication can affect perceived quality. Social media communication can affect aesthetics
Social media communication can affect perceived quality.
Which of the following is NOT one of the key principles of ISO 9000? Leadership Factual approach to decision making Strategic approach to management Mutually beneficial supplier relationships
Strategic approach to management
Identify which of the following is NOT a component of an organization's total quality management. A customer that has entered the organization for only the second time An accountant that oversees day-to-day budget implementation The CEO of a competing company The CEO of the company
The CEO of a competing company
The seven quality tools are also known as The Forgotten Seven The New Seven The Seven Signs The Old Seven The Last Seven
The Old Seven
What is an example of the cost of quality? The Christmas tree skirt was well made and lasted the Smiths for many years. The picture frames were a great price but made of cheap wood; they broke after they were hung on the wall. The makers of the Piaget toilet experimented with a new building composite, but it cracked during testing, so they went back to the old way of making toilets. A small fuse went out in the coffee maker, but it was an easy fix, and the coffee maker continued to be a great product
The picture frames were a great price but made of cheap wood; they broke after they were hung on the wall.
All of the following are parts of the structure of a quality circle except The group consists of between 6-12 members. Members volunteer for the positions. Members agree to meet at regularly scheduled times and days. Circle members try to improve total performance. The quality circle only consists of management
The quality circle only consists of management.
Which of the following best defines productivity? The relationship between the amount of outputs and amount of inputs needed to produce a product. The relationship between the revenue of a product in comparison to the expense invested in marketing. The measure of a product's flawlessness and excellence. The amount of time spent in producing a product and the amount of money it costs to produce it.
The relationship between the amount of outputs and amount of inputs needed to produce a product.
Processes and systems are developed during a company's implementation of Total Quality Management (TQM). Which of the following statements best describes these processes and systems? Since the goal is to have them work right the first time, they are never changed Customers evaluate their outcomes and report back to the company All of the answers are incorrect They are monitored and revised as needed, as they evolve Suppliers evaluate their outcomes and report back to the company
They are monitored and revised as needed, as they evolve
Teddy's Tacos recently implemented a TQM system using the managerial decision making areas mentioned by Juran. Top management has implemented a training program that assures the employees make a quality taco. How can management determine that the tacos being made are meeting the required quality standards? Through Quality Research Through Quality Improvement Through Quality Planning Through Quality Prevention Through Quality Control
Through Quality Control
Which of the following correctly identifies the first three steps of TQM? Title, purpose, scope. Input, output, controls. Resources, input, output. Input, resource, scope
Title, purpose, scope.
Why are Ishikawa or fishbone charts used? To understand what errors you are most often making in the production process. To understand the causes of everyday mistakes. To display steps through boxes and arrows to conclude with a solution to a specific problem. To understand whether or not a production process is making a statistically normal number of errors.
To understand the causes of everyday mistakes.
What is the purpose of a histogram? Understanding whether there is a causal relationship between two variables. Understanding which error occurs most often and what you need to focus on. Understanding how you manage a process and what steps you need to take to increase productivity. Understanding whether the distribution of data is normal or not.
Understanding whether the distribution of data is normal or not.
What are the two perspectives of quality in operations and supply chains? Research and development Value and conformance Value and prestige Value and price Conformance and durability
Value and conformance
Identify which of the following focuses on aesthetics and durability: When a company focuses on the quality of their products and how expensive it is. When a company focuses on how safe their product is and how it can better suit their customers. When a company focuses on how a product looks and how much damage it can take. When a company focuses on marketing their company and making sure that a lot of people know about it.
When a company focuses on how a product looks and how much damage it can take.
Identify which of the following MOST attempts to address issues related to convenience as a service quality dimension: When a fast food restaurant always makes sure that despite the general reputation of such restaurants, they have the best products available on the market. When a fast food restaurant always makes sure that despite the general reputation of such restaurants, they have the most efficient service available. When a fast food restaurant constantly focuses on customer complaints and even has a line which customers can call to report suggestions. When a fast food restaurant is focused on ensuring that each product is exactly the same as every other one they produce.
When a fast food restaurant constantly focuses on customer complaints and even has a line which customers can call to report suggestions.
Identify which of the following BEST reflects the principle of involvement of people regarding ISO 9000: When a team manager ensures that there is a unity of people and that everyone in the company is firmly behind him. When an organization focuses on improving products, services, processes and systems through training, tracking improvements and recognizing those employees responsible for improvements. When management understands the importance of their employees and works with them to identify obstacles that can cause problems in the future. When the need for interdependencies between processes and systems is sufficiently emphasized.
When management understands the importance of their employees and works with them to identify obstacles that can cause problems in the future.
Which of the following BEST emphasizes an example of focusing on the customer as a principle of Total Quality Management (TQM)? When your company is implementing TQM for the first time and is trying to empower its employees to make decisions on their own. When your company constantly expects the customer to return and buy new products, despite not offering anything new. When processes are developed and tested to ensure the product or service's quality. When the designed products meet or exceed the customers expectations.
When the designed products meet or exceed the customers expectations.
How can quality negatively impact profitability? When the cost of quality was far too high. When the quality is lower than the quality standard. Quality can only increase profitability. When there are severe external factors that the company could have accounted for, but didn't.
When the quality is lower than the quality standard.
Which of the following BEST reflects the concept of quality of design? When there are specific quality elements that have been instilled in the product. When the product is specific on the market for being the cheapest one available. When a product is always built based on a determined set of specifications. When a product can immediately be used for its intended purpose after being purchased.
When there are specific quality elements that have been instilled in the product.
Identify which of the following BEST reflects the fitness for use: When you buy a luxurious car which you never expect to drive because you know you could end up in a car crash. When a producer designs a car so that everything is designed and produced to specifications. When you buy a car and want to be sure that you can normally drive it, as it was the reason you bought it. When a producer ensures that there are less than 3.6 errors per 1,000,000 cars produced.
When you buy a car and want to be sure that you can normally drive it, as it was the reason you bought it.
Annie is a lower-level manager who oversees daily production and scheduling. Which of the following issues should she watch out for to ensure there is not a negative impact on profitability? Decreased demand due to poor marketing Increasing cost of raw materials Work stoppage due to faulty production equipment Decreasing cost of raw materials
Work stoppage due to faulty production equipment
The Malcolm Baldrige National Quality Award is handed out each year to _____. private businesses that made extreme contributions to charity companies which are benchmarks in consistently promoting corporate responsibility companies that show a commitment to quality management programs companies taking extreme efforts to safeguarding the lives of their workers
companies that show a commitment to quality management programs
James and his brother have decided to open up a startup with the best online antique delivery system. They are currently tackling the issue of writing down the purpose of their organization. This is the _____ question they had to address. first second third fourth
first
Steering committees in a quality circle typically consist of _____. low-level managers middle-level managers top-level managers outside shareholders
middle-level managers
A number of managers are visiting a manufacturing plant in Detroit. The main factors which concern them are how much time and effort are required to make a product, the amount of raw materials required and whether it adheres to company quality standards. If they do not work fast enough, require too much raw material and have low quality, then this MOST impacts their _____. solvency profitability liquidity productivity
profitability
When a university implements TQM to improve the quality of classroom instruction, which of these would be an output? the faculty instructors the new lesson plans the plan developed by administrators student achievement on standardized tests classroom instruction
student achievement on standardized tests
Speedy Cellular is implementing a Kaizen program for the assembly department. The assemblers will be asked to _____ work additional hours to meet new department goals. remember that department management gets the credit when quotas are achieved. reduce the quality of the cell phones to reduce costs. take responsibility for continuously improving their methods for assembling cell phones. stop blaming management when things go wrong in the department
take responsibility for continuously improving their methods for assembling cell phones.
