1. For a firm with a mature and effective quality cost management system, the greatest proportion of quality cost will be found in which category?

Internal failure

Appraisal

Prevention

Rework

2. Which of the following is NOT a benefit derived from good data and information management?

Workers obtain concrete feedback on their performance.

Operational cost are lowered due to better planning and improvement actions.

Large quantities of data-laden reports are generated.

Indicators provide effective measurement of customer service levels.

3. According to Robert Cole, _____ is described as a non-linear, discontinuous, experimental, back-and-forth process that is needed in order to develop products and services to compete in the existing turbulent business environment.

random experimentation

probe-and-learn

organic development

growth-in-diversity

4. Which of the following is NOT an example of tacit knowledge?

Intellectual assets such as patents and software

A unique understanding of customer requirements

Cross-functional teamwork

Technical drawings

5. Peter Senge defines _____ as an organization that is continually expanding its capacity to create its future.

quality organization

a sunrise firm

proactive firm

learning organization

6. COQ approaches have numerous objectives, but perhaps the most important one is to:

decide who should be assigned responsibility to evaluate the cost factor of quality.

determine the actual cost attached to each cost factor.

identify quality factors that can be "costed."

translate quality problems into the "language" of money.

7. Implementation of ISO 9000:2000 to achieve registration requires a quality policy, a quality manual, and internal audits.
True

False

8. Middle management is usually the organizational group that is most supportive of a change to a total quality environment.

True

False

9. Senior management is not involved in the self-assessment follow-up.

True

False

10. _____ refers to the system of management and controls exercised in the stewardship of an organization.

Leadership

Mentoring

Governance

Directorship