Multiple Choice Answers

Question 1
Which of the following is NOT one of the basic principles of total quality?
A. Customer and stakeholder focus
B. Employee engagement and teamwork
C. Management by objectives
D. A view of performance excellence as an integrated system
Question 2
As part of the evolving understanding of quality management, many began to use the term __________ to contrast the difference between managing for quality in all organizational processes and focusing solely on manufacturing quality – __________.
A. strategic quality; operational quality
B. macro-quality; micro-quality
C. Big Q; Little Q
D. total quality; product quality
Question 3
__________ refer(s) to the “bells and whistles” of a product.
A. Aesthetics
B. Conformance
C. Features
D. Benefits
Question 4
__________ refers to the degree to which physical and performance characteristics of a product match pre-established standards.
A. Conformance
B. Features
C. Performance
D. Reliability
Question 5
The term __________ refers to an integrated approach to organizational performance management that results in delivery of ever-improving value to customers and stakeholders.
A. fitness for use
B. exceeding customer expectations
C. performance excellence
D. empowerment
Question 6
Which of the following is NOT one of the critical service dimensions?
A. Conformity
B. Consistency
C. Courtesy
D. Accessibility
Question 7
__________ is the term used in the health care profession to denote quality initiatives methods.
A. Total health quality
B. Continuous quality improvement
C. Medical quality improvement
D. Comprehensive health initiative
Question 8
The __________ is the highest award given to executive branch agencies for management excellence.
A. Deming Prize
B. Malcolm Baldrige Award
C. National Quality Improvement Award
D. President’s Quality Award
Question 9
Quality control in manufacturing is usually based on:
A. Six Sigma standards.
B. equipment standards.
C. customer expectations.
D. conformance to specifications.
Question 10
In a total quality environment, internal customers are the:
A. customers who are part of the product testing panel.
B. immediate customers, but not the end users.
C. recipients of any work output.
D. designated team members of the quality control team.
Question 11
A(n) __________ is a sequence of activities that is intended to achieve some result.
A. process
B. operation
C. methodology
D. array
Question 12
Noriaki Kano suggests that three classes of customer needs exist. Which of the following is NOT one of them?
A. Essentials
B. Dissatisfiers
C. Delighters/exciters
D. Satisfiers
Question 13
__________ refer to those needs that are expected in a product or service.
A. Essentials
B. Dissatisfiers
C. Delighters/exciters
D. Satisfiers
Question 14
At the __________ level, data provide real-time information to identify reasons for variation, determine root causes, and take corrective action as needed.
A. work
B. process
C. strategic
D. organizational
Question 15
Agency theory makes the assumption that individuals in agency relationships are:
A. utility maximizers.
B. negotiators.
C. type A individuals.
D. type X individuals.
Question 16
In the DMAIC process, a source of customer dissatisfaction is referred to as a(n):
A. critical to quality.
B. outlier feature.
C. dissatisfier.
D. variance factor.
Question 17
Factors that are present as a natural part of a process are called:
A. primary variances.
B. environmental causes of variation.
C. common causes of variation.
D. system variances.
Question 18
Deming believed __________ should be the common language across the levels in an organization.
A. costs
B. efficiency
C. management terms
D. statistics
Question 19
__________ refers to an organization’s ability to address current business needs and to have the agility and strategic management to prepare successfully for the future, and to prepare for real-time or short-term emergencies.
A. Sustainability
B. Adaptability
C. Proactiveness
D. Strategic focus
Question 20
The __________ model assumes that systems goals, such as the need to survive, displace performance goals, such as profit.
A. mechanistic
B. organismic
C. environmental
D. cultural