1) The view that defines quality as the goodness of a product is referred to as the _____ definition of quality.

a. user-based
b. transcendent
c. incidental
d. imminent

2) The _____ perspective is based on the presumption that quality is determined by what a customer wants.

a. user-based
b. value-based
c. judgmental-based
d. manufacturing-based
Multiple Choice Question:

3) Conformance to specifications applies to which quality definition?

a. User-based
b. Product-based
c. Manufacturing-based
d. Value-based

4) Which of the following is a criticism of the product-based definition of quality?

a. Quality is often mistakenly assumed to be related to price.
b. Not all products are fit for use.
c. Consumers frequently confuse products with services.
d. Quality cannot be defined precisely; you just know it when you see it.

5) The _____ definition of quality is that it is a function of a specific, measurable variable and that differences in quality reflect differences in quantity of some product attribute.

a. manufacturing-based
b.
c. value-based
d. user-based

6) The _____ definition of quality is of little practical value to managers as it does not provide a means by which quality can be measured or assessed as a basis for decision making.

b. user-based
c. value-based
d. traditional

7) Quality is most difficult to measure and analyze under which of the following definitions?

a. Product-based
b. User-based
c. Judgment
d. Value-based

8) The _____ approach to quality incorporates a firm's goal of balancing product characteristics (the customer side of quality) with internal efficiencies (the operations side).

a. product-based
b. user-based
c. value-based
d. manufacturing-based

9) Conformance to specifications applies to which quality definition?

a. User-based
b. Product-based
c. Manufacturing-based
d. Value-based

10) Which of the following is NOT considered a core principle of total quality?

a. A focus on customers and stakeholders
b. A process focus involving continuous improvement and learning
c. A goal of achieving the highest quality that is technologically possible
d. Company-wide participation and teamwork

11) _____ is a customer-focused and results-oriented approach to business improvement that integrates many traditional quality improvement tools and techniques that have been tested and validated over the years.

a. Quality assurance
b. Kaizen
c. Six Sigma

12) A. V. Feigenbaum recognized the importance of a comprehensive organizational approach to quality in the 1950s and coined the term _____.

a. process control
b. total quality control
c. quality circle
d. companywide quality control

13) The principles of total quality need to be supported by all of the following EXCEPT:

a. an integrated organizational infrastructure.
b. a set of management practices.
c. an individualized reward system.
d. a set of tools and techniques.

14) _____ can help to prevent manufacturing defects and service errors and to reduce the need for the non-value-adding inspection practices.

a. Management control
b. Tighter supervision
c. Good design
d. Efficient supply systems

15) If quality is built into the product properly, _____ should be unnecessary.

c. process scheduling
d. workforce training

16) An increasingly important component in quality for service firms is:

a. information technology.
b. worker health care.
c. legal services.
d. inventory management.

17) Quality improvement efforts in health care have resulted in all of the following EXCEPT:

a. cost reduction.
b. relaxation of accreditation
c. increased efficiency.
d. shorter hospital stays.

18) Measuring quality in service industries is considered more difficult than in manufacturing industries because:

a. services cannot be analyzed as production systems.
b. a productivity measure cannot be developed for services.
c. customers are more involved in manufacturing industries.
d. the outputs are less tangible.

19) Services differ from manufactured goods in which of the following ways?

a. Service output is more easily measured.
b. Services tend to be produced and consumed simultaneously
d. Service providing requires a lower degree of customization than does manufacturing.

20) Which of the following best describes the role of a quality assurance department in an organization?

a. Provide guidance and support for total quality
b. Perform incoming and outgoing inspections
c. Find qualified, reliable suppliers
d. Assure total quality in the organization