1. The total quality approach has which of the following characteristics?

a. Teamwork
b. Freedom through control
c. Obsession with quality
d. Focus on the customer
e. All of the above

2. In a total quality setting, quality is defined by:

a. The employee
b. The customer
c. The management
d. The organization
e. The suppliers

3. TQM can play a strategic role in manufacturing, service, government, and non-profit organizations.

a. True
b. False

4. Which of the following strategies are needed for establishing a quality culture?

a. Take a hearts and minds approach
b. Put the planned changes in writing
c. Support
d. Open communication
e. All of the above are strategies

5. What is the only tool of the seven tools that is not based on statistics?

a. Pareto Chart
b. Fishbone Diagram
c. Scatter Diagram
d. Control Chart
e. Histogram

6. Which of the following has a weakness in that it does not tell whether the variation is the result of special causes or common causes?

a. Histogram
b. Check Sheet
c. Pareto Chart
d. Run Chart
e. Stratification

7. Kaizen means halting an entire process when a defect is discovered so that it won't cause additional problems down the line.

a. True
b. False

8. Which of these are not one of the phases of a Six Sigma project?

a. Define
b. Measure
c. Action
d. Improve
e. Control

9. One thing that the implementation plan must provide for is:

a. Short-term focus
b. Leadership delegation
c. Vision statement
d. Training
e. Change in structure

10. In total quality implementation:

a. You should train all your employees at once
b. You should put all your employees in teams right away
c. You should delegate the implementation
d. You should not implement before you are prepared
e. You should get buy in from all employees before you proceed