Question

Question 1 of 20

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

A. measures.

B. people.

C. processes.

D. customer focus.

Feedback: Page 5

Question 2 of 20

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

Feedback: Page 13

Question 3 of 20

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

A. Germany

B. United States

C. Japan

D. Switzerland

Feedback: Pages 28

Question 4 of 20

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 5 of 20

The most common college degree among American CEOs is the:

A. Quality Management.

B. MBA.

C. CFO.

D. Management and Leadership.

Question 6 of 20

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

Feedback: Page 23

Question 7 of 20

Management-by-accounting encourages __________ cost cutting instead of __________ improvement.

A. low; long-term

B. long-term; short-term

C. long-term; long-term

D. short-term; long-term

Question 8 of 20

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 9 of 20

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 10 of 20

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 11 of 20

One of the ways __________ can be accomplished is by structuring work that allows employees to make decisions concerning the improvement of work processes within well-specified parameters.

A. aesthetics

B. conformance

C. empowerment

D. peak performance

Feedback: Page 9

Question 12 of 20

Two U.S. consultants who worked with Japanese managers during that country's efforts to improve quality in the 1950s were:

A. Juran and Crosby.

B. Deming and Crosby.

C. Deming and Juran.

D. Crosby and Joiner.

Feedback: Pages 11-12

Question 13 of 20

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 14 of 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

Feedback: Page 11

Question 15 of 20

The most important key in maximizing competitiveness is:

A. education.

B. human resources.

C. teamwork.

D. government.

Feedback: Page 28

Question 16 of 20

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

Feedback: Page 17

Question 17 of 20

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

Feedback: Page 17

Question 18 of 20

By the early 2000s, Asian companies began adopting __________ as a way to ensure effective environmental management.

A. ISO 9000

B. ISO 14000

C. Benchmarking

D. Defect Frequency Management

Question 19 of 20

__________ involves meeting or exceeding customer expectations.

A. Fitness for use

B. Quality

C. Performance improvement

D. Empowerment

Feedback: Page 4

Question 20 of 20

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.