Question 1

According to the Three-Legged Stool of Total Quality, the seat of the stool is(are):

A. people.

B. processes.

C. measures.

D. customers.

Question 2

By __________ the United States was consuming more than it produced and the trend continues to this day.

A. 1960

B. 1970

C. 1980

D. 1990

Question 3

Crosby's Quality Vaccine consists of three ingredients:

A. equipment standards, performance standards, and Six Sigma standards.

B. management, teamwork, and process improvement.

C. customer expectations, equipment standards, and conformance to specifications.

D. determination, education, and implementation.

Question 4

The __________ is the time it takes to turn an idea into a finished product.

A. product development cycle

B. productivity curve

C. product design process

D. utility maximizer

Question 5

The most common college degree among American CEOs is the:

A. Quality Management.

B. MBA.

C. CFO.

D. Management and Leadership.

Question 6

Which of the following is a trend that will shape the future of quality management?

A. The Deming Cycle

B. The Juran Trilogy

C. Global economy

D. Increasing global competition

Question 7

When making comparisons among internationally competing countries, the following indicators are used:

A. standard of living and investment.

B. quality is the key to success.

C. government infrastructure.

D. ability to compete.

Question 8

Which of the following countries is the most competitive country in the world?

A. Germany

B. United States

C. Japan

D. Switzerland

Question 9

All of the following are legs of the Three-Legged Stool of Total Quality EXCEPT:

A. measures.

B. people.

C. processes.

D. customer focus.

Question 10

The antithesis of total quality is:

A. customer and stakeholder focus.

B. employee engagement and teamwork.

C. management by objectives.

D. management by accounting.

Question 11

Customers want an excellent product or service from an organization that also provides:

A. the Deming Cycle.

B. quick fixes.

C. reliable delivery and after purchase support.

D. stamps.

Question 12

Which of the following certifications is for managers who lead and champion continual-process improvement initiatives?

A. Calibration technician

B. Six Sigma Green Belt

C. Manager of Quality/Organizational Excellence

D. Quality Process Analyst

Question 13

The __________ certification is for individuals who develop and operate quality control systems, apply and analyze testing and inspection procedures, diagnose and correct quality problems, understand human factors and motivation, understand quality cost techniques, develop and administer management information systems, and audit quality systems.

A. Quality Supervisor

B. Quality Technician

C. Quality Engineer

D. Manager of Quality/Organizational Excellence

Question 14

Which of the following statements are considered true concerning the affects of global integration?

A. It has helped fuel economic growth throughout the industrialized world.

B. It can be the Achilles heel of economic growth.

C. Downturns in one country can now have a ripple effect that quickly spreads to other countries.

D. All of the above

Question 15

In order to sit for the __________ certification examination, individuals must have a minimum of eight years of work experience in one or more of the following disciplines: management and leadership, the quality system, product and process design, product and process control, and continuous improvement.

A. Quality Supervisor

B. Quality Technician

C. Quality Engineer

D. Manager of Quality/Organizational Excellence

Question 16

The total quality approach has which of the following characteristics?

A. Teamwork

B. Obsession with quantity

C. Confusion and poor leadership

D. One employee in charge

Question 17

According to _________, organizations should concentrate their energy on eliminating the vital few sources that cause the majority of problems.

A. the cycle of process improvement

B. the Pareto Principle

C. Deming's Fourteen Points

D. the integrated strategic focus

Question 18

Of the trends listed below, which one increases the level of globalization in business?

A. Growing irrelevance of distance

B. Shifts in the interest rates

C. Quality of the product

D. Rise of small towns

Question 19

In a total quality organization, __________ define(s) quality.

A. employees

B. internal and external customers

C. management

D. continual improvement

Question 20

The __________ summarize(s) the factors that can inhibit transformation to world-class quality.

A. System of Profound Knowledge

B. Seven Deadly Diseases

C. Pareto Principle

D. Deming Cycle