1. Which of the following perspectives of quality considers quality to be synonymous with superiority or excellence?
a. Product perspective
b. Transcendent perspective
c. Value perspective
d. manufacturing perspective
2. Which of the following perspectives of quality judges a product on the basis of how well the product performs its intended function?
a. Product perspective
b. Transcendent perspective
c. Value perspective
d. Manufacturing perspective
3. Which of the following is true of quality management during the age of craftsmanship that existed before the advent of industrial revolution?
a. Inspection was the primary means of quality control.
b. Various statistical methods and control charts were being used to identify quality problems in production processes and to ensure consistency of output.
c. Ensuring quality of the products was the responsibility of the quality departments and not the workers who were directly involved in creating the products.
d. Quality assurance was informal and efforts were made to ensure that quality was built into products by the people who produced them.
4. The concept of total quality is defined as a(n):
a. customer-focused, results-oriented approach to business improvement that integrates many traditional quality improvement tools and techniques with a bottom-line and strategic orientation.
b. people-focused management system that aims at continual increase in customer satisfaction at continually lower real cost.
c. structured approach to organizational management that is used to prioritize and select projects that have high benefits relative to the effort involved in accomplishing them.
d. integrated approach to organizational performance management that results in lower consumption of resources.
5. Which of the following is a negative impact of information technology on the customer service provided by service organizations?
a. It has increased the labor intensity involved in the production of services.
b. It has resulted in lesser personal interaction between consumers and service providers leading to decreased customer satisfaction among some consumers.
c. It has decreased the speed of service.
d. It has restricted the ability of the customers to compare products with competitor brands before making a purchase.
6. Improved conformance in production or service delivery tends to increase profitability as:
a. it helps in differentiating the product from its competitors and improves the perceived value of the product.
b. it ensures that the services are performed according to the convenience of the customer.
c. it leads to lower costs through savings in rework, scrap, resolution of errors, and warranty expenses.
d. it leads to improved employee motivation.
7. In Deming’s view, _____is the chief culprit of poor quality.
a. concurrent engineering
b. variation
c. agility of the production process
d. low level of tolerance in manufacturing
8. Organizations can ensure that the quality is rooted in their culture by:
a. encouraging employees to do more than what they are expected to do through reward programs.
b. internalizing quality at the personal level and encouraging employees to practice quality in all activities of life.
c. ensuring that the company follows all the laws and regulations regarding product labeling, packaging, and other marketing requirements.
d. allotting sufficient budget for equipment, training, and other means of assuring quality.
9. According to point one of Deming’s 14 points for quality improvement, the responsibility of improving a firm’s competitive position lies with ______.
a. top management
b. suppliers
c. middle management
d. employees
10. Which of the following is one of the four elements of Deming’s system of profound knowledge?
a. Quality leadership
b. Sub-optimization
c. Understanding variation
d. Modern quality technology
11. Which of the following is the difference between Deming’s and Juran’s quality philosophy?
a. Juran made top management commitment an absolute necessity.
b. Juran sought to improve quality by working within the system familiar to managers.
c. Juran demonstrated that quality management practices will save, not cost money.
d. Juran viewed quality as imperative in the future competitiveness in global markets.
12. In Juran’s quality trilogy, the process of preparing to meet quality goals is called:
a. quality leadership.
b. quality control.
c. quality improvement.
d. quality planning.
13. Feigenbaum popularized the term _____, which described the portion of plant capacity wasted due to poor quality.
a. exponential distribution
b. hidden factory
c. quincunx
d. quality trilogy
14. Who among the following influenced the development of a participative, bottom-up view of quality, which became the trademark of the Japanese approach to quality management?
a. Joseph Juran
b. A.V.Feigenbaum
c. Kaoru Ishikawa
d. Philip.B.Crosby
15. Which of the following is one of the three major activities in process management that focuses on maintaining consistency in output by assessing performance and taking corrective action when necessary?
a. Design
b. Improvement
c. Process mapping
d. Control
16. Value-creation processes are sometimes called _____ processes.
a. core
b. support
c. job enrichment
d. quality circle
17. ____ is an approach for mistake-proofing processes, developed by Shigeo Shingo that involves using automatic devices or simple methods to avoid human error.
a. Kaizen
b. Poka-yoke
c. Process mapping
d. Job enrichment
18. Which of the following is a type of customer error that results during an encounter?
a. Failure to follow the instructions provided
b. Failure to signal service inadequacies
c. Failure to bring the necessary materials for the encounter
d. Failure to understand the role in the service transaction
19. Which of the following statements is true regarding kaizen?
a. It involves only the top management of the organization.
b. It focuses on small, gradual, and frequent improvements.
c. It requires very large financial investments.
d. It attempts to achieve radical improvements in a very short time period.
20. Statistical methods help managers make sense of data and gain insight about the:
a. ability of using statistics and quality tools in daily work.
b. nature of variation in all processes.
c. nature of variation in the processes they manage.
d. technology used for data analysis and visualization.
22. The collection of all possible outcomes of an experiment is called the _____.
a. event
b. population
c. sample space
d. random variable
23. If a normal random variable has a mean = _____ and a standard deviation = _____, it is called a standard normal distribution.
a. 1;0
b. 1;1
c. 0;0
d. 0;1
24. The _____ distribution models the time between randomly occurring events.
a. normal
b. Poisson
c. exponential
d. binomial
25. The component of statistical methodology that includes the collection, organization, and summarization of data is called:
a. descriptive statistics.
b. probability distribution.
c. statistical inference.
d. predictive statistics.
26. _____ is the process of drawing conclusions about unknown characteristics of a population from which data are taken.
a. Descriptive statistics
b. Regression analysis
c. Statistical inference
d. Correlation analysis
27. A _____ is a subset of objects taken from the _____.
a. population; sample
b. cluster; strata
c. sample; population
d. sample space; experiment
28. Given here are a set of sample data: 12.0, 18.3, 29.6, 14.3, and 27.8. The sample standard deviation for this data is equal to _____.
a. 62.895
b. 7.931
c. 7.093
d. 50.316
29. _____ involve(s) drawing inferences about two contrasting propositions relating to the value of a population parameter, one of which is assumed to be true in the absence of contradictory data.
a. Probability distributions
b. Hypothesis testing
c. Descriptive statistics
d. Predictive statistics
30. _____ is a methodology for drawing conclusions about equality of means of multiple populations.
a. Quality analysis
b. Analysis of variance
c. Correlation analysis
d. Regression analysis