PARISUTHAM INSTITUTE OF TECHNOLOGYAND SCIENCEMG-1301

TOTAL QUALITY MANAGEMENTTECHNICAL QUIZ-II

Question 1

"Kaizen" is a Japanese term meaning

a. a foolproof mechanism

b. Just-in-time (JIT)

c. a fishbone diagram

d. setting standards

e. continuous improvement

 

Question 2

Which of the following is not an important dimension of service quality?

a. timeliness

b. completeness

c. c. convinence

d. d.likelihood

Question 3

Services differ from the production of tangible goods in which of the following ways:

a.Service output is more easily measured.

b.Services tend to be produced and consumed simultaneously.

c.Service output is generally more tangible.

d.Services have a higher equipment to labor ratio.

Question 4

In the context of total quality, companies need to make long term commitments to which of the following stakeholders?

a.employees

b.customers

c.suppliers

d.all of the above

Question 5

Which of the following best describes the role of a quality assurance department in an organization?

a.Provide guidance and support for total quality efforts.

b.Perform incoming and outgoing inspections.

c.Direct responsibility for outgoing quality.

d.Replace defective output.

Question 6

The three basic components of a production system are:

a.consumers, external customers, internal customers

b.materials, supplies, and market research

c.inputs, processes, and outputs

d.new products, supplies, and maintenance 

Question 7

Which of the following is not an element of strategy?

a.policies

b.facilities

c.vision

d.goals

Question 8

The ability to accurately and dependably provide a customer with what was promised illustrates the service quality dimension of:

a.responsiveness

b.assurance

c.empathy

d.reliability

Question 9

Which of the following best describes logistics activities?

a.burn-in testing

b.preventive maintenance

c.packing, shipping, and warehousing

d.inspection of work-in-process

Question 10

Services are generally _____ intensive, whereas manufacturing is more _____ intensive.

a.labor; equipment

b.uniformly; randomly

c.input; output

d.equipment; labor

Question 11

Which of the following can be considered as customers of the higher education system?

a.businesses

b.families

c.students

d.all of the above

Question 12

Which of the following statements is true?

a.Customer satisfaction leads to perceived value.

b.Customer satisfaction leads to customer loyalty.

c.Customer loyalty leads to perceived value.

d.Customer loyalty leads to customer satisfaction.

Question 13

True customer needs and expectations are known as:

a.subsequent sales

b.expected quality

c.market share motivators

d.satisfaction levels

Question 14

Which of the following are not leading quality management practices in purchasing and receiving?

a.selecting a supplier who bids the lowest price on a supply contract

b.training suppliers in quality improvement methodology

c.retaining suppliers that meet expectations for superior quality

d.requiring suppliers to provide proof of capable processes

Question 15

Studies indicate that many customer satisfaction efforts fail because:

a. The satisfaction concept is measured poorly

b. surveys that assess satisfaction include the wrong quality dimensions

c.no comparison is made to leading competitors

d.all of the above

Question 16

If a competitor's product offers the same benefits at a lower price, then the competitor's product provides:

a.higher value

b.lower quality

c.lower value

d.higher quality

Question 17

Top management is typically actively involved with quality at which level of the company?

a.process level

b.performance level

c.organizational level

d.none of the above

Question 18

Which of the following is a critical question to ask when developing a customer satisfaction measurement program?

a.What is the cost of the program?

b.Who is the customer?

c.Why is the program needed?

d.Which level of management has responsibility for the program?

Question 19

The physical facility and equipment of a resort hotel represent which dimension of service quality?

a.responsiveness

b.tangibles

c.reliability

d.Assurance

 

Question 20

Which of the following questions are best asked by individuals using the performance level view of quality?

a.What are the key markets that our company serves?

b.Which organizational processes have the most impact on customer-driven performance standards?

c.What is the specific standard for each requirement?

d.Both a and b

 

Question 21

If quality is built into the product, final inspection should be:

a.used for auditing and testing

b.maintained at a 100 percent level

c.eliminated

d.the dominant aspect of quality control

Question 22

An assessment of the external environment and internal capabilities as part of strategy development is often called:

a.market research

b.SWOT analysis

c.valuation

d.program evaluation

Question 23

At the organizational level, quality concerns should center on meeting the requirements of the:

a.internal customer

b.engineers and designers

c.external customer

d.CEO

Question 24

The critical components of service system quality are:

a.information systems and technical standards

b.employees and information systems

c.research and development and the quality assurance department

d.production systems and employees

Question 25

Which of the following is correct?

a.perceived quality = actual quality - expected quality

b.expected quality = perceived quality - actual quality

c.actual quality = expected quality - perceived quality

d.perceived quality = expected quality - actual quality

Question 26

Dell Computer's initiative to reduce the number of times a hard drive was handled during assembly is an example of:

a.cost reduction

b.vendor consolidation

c.process improvement

d.quality function deployment

Question 27

Which of the following is a criticism of the product-based definition of quality?

a.Products are expensive.

b.Not all products are fit for use.

c.Consumers confuse products with services.

d.The lack of an external standard or reference.

Question 28

Which of the following business types is not eligible for ISO 9000 registration?

a.multinational corporations

b.schools

c.vacation resorts

d.a, b, and c are all eligible

Question 29

services of appropriate quality?

a.quality review

b.manufacturing planning and control

c.quality engineering

d.quality assurance

Question 30

Which of the following is not a core principle of the total quality philosophy?

a.meeting or exceeding the customer's quality expectations

b.continuous improvement

c.companywide participation and teamwork

d.cost cutting to improve short term profitability

Question 31

Quality is most difficult to measure and analyze under which of the following definitions?

a.product-based

b.user-based

c.transcendent

d.value-based

Question 32

Deming stressed that the ultimate responsibility for quality improvement lies with:

a.design engineers

b.cost accountants

c.top management

d.raw material vendors

Question 33

A user-based definition of quality is usually highly meaningful for people who work in:

a.production

b.inspection

c.marketing

d.maintenance

Question 34

Which of the following is false regarding inspection under the Deming philosophy?

a.Inspection encourages the production of defects.

b.Inspection can be used to assure quality.

c.Inspection is rarely accurate.

d.Inspection does not add value to the product.

Question 35

Which of the following best describes the ISO 9000 standards?

a.They are product quality standards.

b.They are quality system standards.

c.They are environmental quality standards.

d.All of the above

Question 36

A consumer evaluates the quality of automobiles based on the average number of defects per vehicle found during the first 90 days of ownership. This consumer is using which of the following definitions of quality?

a.judgmental-based

b.product-based

c.value-based

d.universal-based

Question 37

A question on a customer service questionnaire uses the following measurement scale:

Strongly Agree

Agree

 Neutral

Disagree

Strongly Disagree

 This is an example of what type of measurement scale?

a.open-ended

b.control

c.systematic differential

d.Likert

Question 38

The ISO 9000 registration process includes all of the following except:

a.rectification

b.document review

c.pre-assessment

d.Assessment

Question 39

Quality checklists are used to:

a. Ensure that Quality Assurance steps were followed

b. Keep quality inspectors busy

c. Inform upper management where failures occur

d. Prevent project audits

Question 40

The underlying cause(s) of TQM deficiencies is (are):

a. The failure of managers to understand the concept of quality

b. Costly implementation of quality management system

c. Lack of employee involvement

d. All of the given options

Question 41

which is the primary goal of organization?

a. customer loyalty

b. Customer satisfaction

c. Production

d. Market share

Question 42

The most important people in business

a. Top management

b. Employee

c. Customer

d. supplier

Question 43

Customer complaint is required

a. To discover customer dissatisfaction

b. To identify customers needs

c. To discover relative priorities of quality

d. All the above.

Question 44

All customers should be given a response within

a. 10 days

b. 20 days

c. 7 days

d. 15days

Question 45

Which type of team is not temporary?

a. Process improvement team

b. cross functional team

c. natural work team

d. self directed team

e. both C and D

Question 46

A successful TQM program incorporates all of the following except

a. Continuous improvement

b. Employment involvement

c. Benchmarking

d. Centralized decision making authority

Question 47

The process of identifying other organizations that are best at some facet of your operations and then modeling your organization after them is known as

a. Continuous improvement

b. Employee empowerment

c. Benchmarking

d. Copycatting

e. Patent infringement

Question 48

Empowerment means

a. Giving promotion

b. Giving authority

c. Giving reward

d. Satisfying customers

Question 49

Six Sigma implies

a. A statistical method

b. A trouble-shooting method

c. Teams are effective

d. 3 defects per million in output

Question 50

Quality planning refers to deliver the product to the customer at

a. Maximum cost

b. Correct time

c. Minimum cost

d. Goods with proper condition

Question 51

Totally satisfied customer contributes ____ times as much revenue to a company as a somewhat satisfied customer

a. 2.6

b. 5

c. 17

d. 1.8

Question 52

A totally satisfied customer contributes ____times as much revenue as a somewhat dissatisfied customer.

a. 1.8

b. 2.6

c. 17

d. 5.6

Question 53

A totally dissatisfied customer decreases revenue at a rate equal to ___ times of what a totally satisfied customer contributes to business

a. 7

b. 18

c. 1.8

d. 2.6

Question 54

The service can be provided

a. Before the sale of the product

b. During the sale of the product

c. After the sale of the product

d. All the above

Question 55

Front-line people are

a. who is in cash

b. marketing manager

c. Sales person

d. Top management.