Question 1.   Which of the following perspectives of quality judges a product on the basis of how well the product performs its intended function?

• Value perspective
• Product perspective
• User perspective
• Manufacturing perspective
•  

Question 2.  The purchasing department helps a firm in achieving quality by

• defining long-term and short-term production requirements for filling customer orders and meeting anticipated demand.
• ensuring that the products are assembled correctly and eliminating the causes that can lead to defects or errors in the final product.
• collaborating with product design engineers to develop realistic specifications for the product.
• providing quality-improvement training to suppliers.

Question 3. : Which of the following is true regarding production of services?

• Compared to manufacturing, it is easier for service organizations to identify and measure customers' needs and performance standards, because they involve human contact.
• The production of services typically requires a lower degree of customization than does manufacturing.
• Compared to manufacturing, production of services is typically less labor intensive.
• Services are produced and consumed simultaneously.

Question 4.  (TCO 1) Kosher’s, a supermarket in Surbury, employs various strategies to provide good quality products to consumers at lower prices compared to other competing stores. This marketing strategy is most likely to influence the _____ perspective of quality.

• user
• product
• manufacturing
• value

Question 5.  The concept of total quality management is defined as a(n)

• customer-focused, results-oriented approach to business improvement that integrates many traditional quality improvement tools and techniques with a bottom-line and strategic orientation.
• people-focused management system that aims at continual increase in customer satisfaction at continually lower real cost.
• structured approach to organizational management that is used to prioritize and select projects that have high benefits relative to the effort involved in accomplishing them.
• integrated approach to organizational performance management that results in lower consumption of resources.

Question 6.   According to Peter Scholtes, a noted consultant, when people don’t understand systems

• they try to resist the process of change.
• they are less likely to distinguish between fact and opinion.
• they see the symptoms but not the deep causes of problems.
• they don’t see events as individual incidents but assume it to be the combined result of several independent forces.

Question 7.  The maintenance of a quality management system is accomplished by

• daily inspections.
• weekly staff meetings.
• internal audits.
• external audits.

Question 8.  Which of the following functions in the manufacturing system is responsible for specifying long-term and short-term production requirements for filling customer orders and meeting anticipated demand?

• Product design and engineering
• Manufacturing and assembly
• Production planning and scheduling
• Industrial engineering and process design

Question 9.  Organizations can ensure that the quality is rooted in their culture by

• encouraging employees to do more than what they are expected to do through reward programs.
• internalizing quality at the personal level and encouraging employees to practice quality in all activities of life.
• ensuring that the company follows all the laws and regulations regarding product labeling, packaging, and other marketing requirements.
• allotting sufficient budget for equipment, training, and other means of assuring quality.

Question 10.  Which of the following perspectives of quality provides the basis for coordinating the entire value chain?

• Customer perspective
• User perspective
• Transcendent perspective
• Value perspective