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TQM QUIZ..........




Question;TQM Quizzes;Quiz 1;There are 2 pages in this exam;Page: 1 2;1. Question: (TCO 1) At the organizational level;quality concerns should center on meeting the requirements of the ________.;Your Answer;internal customer;engineers and designers;external customer;top executives;Instructor Explanation: (See p. 29);Points Received: 2 of 2;2. Question: (TCO 1) The creation of separate;quality departments in the early 1900s caused;Your Answer;indifference to quality among workers and their managers.;upper management to be more knowledgeable about quality.;had no effect on the quality of the products the customer;received.;production efficiency to decline.;3. Question: (TCO 1) Which of the following is;NOT considered a core principle of total quality?;Your Answer;a focus on customers and stakeholders;a process focus involving continuous improvement and;learning;cost cutting to improve short-term profitability;companywide participation and teamwork;4. Question: (TCO 1) Which of the following is a;criticism of the product-based definition of quality?;Your Answer;Quality is often mistakenly assumed to be related to price. CORRECT;Not all products are fit for use.;Consumers frequently confuse products with services.;Product-based quality cannot be defined precisely, you just;know it when you see it.;5. Question: (TCO 1) My friend said to me;?Recently, I bought a pair of shoes. I wore them for a few days but noticed the;laces would not stay tied. I took the shoes back to the store, but the clerk;said the laces were fine. I won?t buy that brand of shoe again.? Which of the following types of quality did;my friend use to judge the shoes as being of low quality?;Your Answer;user-based;value-based;product-based;judgmental;Instructor Explanation: (See p. 13);Points Received: 0 of 2;6. Question: (TCO 2) Which of the following are;considered to be two critical components of quality systems in service;industries?;Your Answer;information systems and technical standards.;employees and information systems.;production equipment and employees.;employees and inspection processes.;Instructor Explanation: (See p. 61);Points Received: 2 of 2;7. Question: (TCO 2) Which of the following is;NOT generally true about service organizations?;Your Answer;Customers often are involved in the service process.;Services are capital intensive.;Services cannot be stored, inventoried, or inspected prior;to delivery.;Services are produced and consumed simultaneously.;8. Question: (TCO 2) All of the following factors;helped ignite the United States' quality revolution of the 1980s, except for;Your Answer;the rapid increase of product-liability judgments.;the death of W. Edwards Deming.;the intense media coverage of the space shuttle Challenger;disaster.;extensive product recalls.;Instructor Explanation: (See p. 9);Points Received: 2 of 2;9. Question: (TCO 2) Services differ from;manufactured goods in which of the following ways?;Your Answer;Service output is more easily measured.;Services tend to be produced and consumed simultaneously.;Service output is generally more tangible.;Providing service requires a lower degree of customization;than does manufacturing.;Instructor Explanation: (See p. 60);Points Received: 2 of 2;10. Question: (TCO 2) The one total-quality;principle that generally is well addressed in small businesses is;Your Answer;process orientation.;continuous improvement.;teamwork and participation.;focus on customers.;Instructor Explanation: (See p. 73);Points Received: 2 of 2;11. Question: (TCO 1 & 2) Match the following;Your Answer;Is credited with the full use of knowledge and creativity in;a workforce 1;Diagrammed continuous improvement 4: W.;Denotes a firm?s ability to achieve market superiority;2;Consists of employees and information technology;5;Generally creates a lower degree of customization;3;1. Question: (TCO 1) Understanding why something;works or does not work results in learning. What are the four stages of any;learning cycle?;(See p. 23);Points Received: 5 of 5;2. Question: (TCO 1) Briefly describe the two;types of customers inherit to TQM.;3. Question: (TCO 1) TQM is based on three;fundamental principles. Although simplistic, TQM management practices are;different than they are in non-TQM operations. Briefly describe how the two;sets of management practices are differ.;Points Received: 5 of 5;4. Question: (TCO 2) Why are performance;standards often difficult to identify and measure in a service system?;5. Question: (TCO 2) Briefly explain why in a TQM;system it is often said that ?every manager is a quality manager.?;6. Question: (TCO 2) NonTQM manufacturing;operations focus primarliy on what?;2


Paper#45729 | Written in 18-Jul-2015

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