1. TQ requires _____ coordination between organizational units.

parallel

vertical

horizontal

complementary

Question 2. 2. A. V. Feigenbaum recognized the importance of a comprehensive organizational approach to quality in the

1950s and coined the term _____.

process control

total quality control

quality circle

companywide quality control

Question 3. 3. _____ are targets and tolerances determined by designers of products and services.

Trials

Process metrics

Controls

Specifications

Question 4. 4. _____, _____, and _____ represent the leadership triad in the Baldrige Criteria Framework.

Values; management; process scheduling

Vision; executive planning; production control

Leadership; strategic planning; customer focus

Quality; workforce management; customization

Question 5. 5. The need to "remove barriers to pride in workmanship" is associated with:

Crosby.

Juran.

Deming.

Taguchi.

Question 6. 6. The transcendent definition of quality refers to the notion that "you know quality when you see it."

True

False

Question 7. 7. Which aspect of Deming's 14 points addresses the issue of why managers fail to cooperate with other

departments?

Point 6: Institute Training

Point 7: Institute Leadership

Point 8: Drive Out Fear

Point 10: Eliminate Exhortations

Question 8. 8. Services are generally _____ intensive, whereas manufacturing is more _____ intensive.

labor, equipment

quality, quantity

input, output

profit, cost

Question 9. 9. In the 1950s, the Japanese integrated quality throughout their organizations and developed a culture of _____

sometimes referred to by the Japanese term kaizen.

consumer orientation

internal competition

process innovation

continuous improvement

Question 10. 10. 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.

manufacturing-based

product-based

value-based

user-based