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Question 1.1. (TCO 6) The goals of leadership for quality include improving:(Points : 5)

people

processes

products

all of the above

Question 2.2. (TCO 6) Which of the following is an important step in executing astrategy?(Points : 5)

Communicate

Build Capabilities

Identify advocates and resisters

All of the above

Question 3.3. (TCO 3) The framework for company-wide quality control (CWQC) in Japan isprovided by _____.(Points : 5)

the Shewhart Award

the Grant Award

the Deming Prize

the Baldrige Award

Question 4.4.(TCO 3) ISO 9001 provides specific requirements for _____.

(Points : 5)

terms and definitions used

a quality management system

improving quality

outgoing quality levels

Question 5.5. (TCO 1) Which of the following is a criticism of the product-based definition ofquality?(Points : 5)

Quality is often mistakenly assumed to be related to price.

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.

Question 6.6. (TCO 1) During the Middle Ages, quality was built into the final product. Thisapproach to quality was lost with the advent of _____. (Points : 5)

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engineering schools

craft guilds

automation

the Industrial Revolution

Question 7.7. (TCO 1) _____ is credited with developing control charts.(Points : 5)

Eli Whitney

Frederick W. Taylor

Walter Shewhart

W. Edwards Deming

Question 8.8. (TCO 2) Which of the following organizations does not have a role to play inassuring quality in a manufacturing firm?(Points : 5)

Sales

Purchasing

Product design

None of the above

Question 9.9. (TCO 2) Services are generally _____ intensive, whereas manufacturing is more_____ intensive.(Points : 5)

labor, equipment

quality, quantity

input, output

profit, cost

Question 10.10. (TCO 2) A key element of total quality is:

(Points : 5)

obsession with qualityworker healthcare

legal services

inventory management

Question 11.11. (TCO 2) Systems thinking can be applied to the analysis of _____. (Points : 5)

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manufacturing processes but not service processes

service processes but not manufacturing processes

any organizations

neither manufacturing processes nor service processes

Question 12.12. (TCO 3) Companies have found that the real value of the Malcolm BaldrigeAward is in the ______.(Points : 5)

winning an award

gaining prestige

preparation

providing good advertising

Question 13.13. (TCO 5) Bill designs and maintains the inventory management software thathis coworker John uses when customers call the company to place an order for merchandise.Bill is John's _____.(Points : 5)

internal customer

external customer

internal supplier

external supplier

Question 14.14. (TCO 5) Moments of truth are instances when which of the following

occurs?(Points : 5)

Checking the Validity of your conclusions

Speculating about the results

Analyze the results

A new competitor enters the market with higher quality.

Question 15.15. (TCO 7) Which of the following is not considered a hard measure of theeffectiveness of human-resource management?(Points : 5)

FearLoss of control

Both of the above

None of the above

Question 16.16. (TCO 4) The need to remove barriers to pride in workmanship is associated

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with which of the following individuals?(Points : 5)

Crosby

Juran

Deming

Taguchi

Question 17.17. (TCO 4) Which of the following represents a point of disagreement betweenDeming and Juran?(Points : 5)

Upper management requires training and experience in managing for quality.

Change can be accomplished within the organization's existing structure.

Commitment by top management is a necessity.

Employees need to know who uses their products.

Question 18.18. (TCO 8) A distinguishing feature of quality circles is that (Points : 5)

Quality circles are subcommittees of problem-solving teams.

Quality circles work on pre-chosen problems.

Quality circles do not meet regularly.

are voluntary

Essay Questions:

1. (TCO 4) Explain the term cost of poor quality.(Points : 30)

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2. (TCO 1) Explain the advantages to an organization of adoptingISO 9000 International Standards for Quality Management

Systems.(Points : 30)

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