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Exam 13: Management of Quality

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Question 31

Multiple Choice

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The tool that is useful in the collection and organization of data is a:

A) control chart.
B) Pareto chart.
C) check sheet.
D) flowchart.
E) runs chart.

F) B) and C)
G) D) and E)

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Question 32

Multiple Choice

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Which of the following is not a typical goal of process improvement?

A) increasing customer satisfaction
B) reducing waste
C) achieving higher quality
D) increasing market share
E) All are the goals

F) A) and B)
G) A) and D)

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Question 33

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Convenience, reliability, and assurance are dimensions of service quality.

The degree to which a product or service satisfies its intended purpose is determined by service after delivery, ease of use, design, and conformance to design.

Fixing a problem will often cost money; to minimize these costs it is best to find and fix the problem:

If customer satisfaction does not always lead to customer loyalty, firms may need to focus additional effort on __________ strategies.

Firms that wish to do business with the European Community can benefit from having a quality management system that meets ISO 9000 standards.

Deming stresses that workers are primarily responsible for poor quality because very often they fail to follow instructions.

Three key philosophies in TQM are continuous improvement, involvement of everyone in the organization, and customer satisfaction.

Business organizations that achieve good quality benefit in a variety of ways, including a positive reputation for quality, increased customer loyalty, and lower production costs.

Total quality management attempts to involve everyone in an organization in the effort to achieve quality.

TQM expands the traditional view of quality beyond looking only at the quality of the final product or service to looking at the quality of every aspect of the process.

In addition to correcting substandard work, employees have an ethical obligation to __________ the quality problem as well.

The tool that is useful in documenting the current process is a:

Focusing a supply chain on ________________ is a modern way of ensuring high-quality inputs and extending an organization's continuous improvement efforts.

In market research, a group of consumers organized by marketing to express their opinions about a product or service is called a steering committee.

Which of the following raises quality risks?

User instructions and follow-up services after delivery are important elements of overall product or service quality.

A tool that is not used for quality management is a:

When an organization comes to the realization that there are quality problems in products that are already in service, ethical approaches include: (I) divulging the information to the public at large. (II) recalling, if possible, affected products. (III) handling complaints on an individual rather than a systemic basis.