QUESTIONS:

1. Quality assurance is a prevention-based system which improves product and service quality, and increases productivity by placing the emphasis on product, service and process design.

a. true

6. false

2. Which of the following was not an evolutionary stage of quality management per our textbook?

a. inspection

b. quality control

c. quality commitment

d. quality assurance

e. total quality management

3. Culture is an important aspect of business organizations but is not particularly relevant to introducing Total Quality Management.

a. false

b. true

4. The effective management of people is a vital element in introducing and making a commitment to TQM.

a. true

b. false

5. Which of the following is not a main characteristic of "policy deployment"?

a. clear organizational goals

b. regular review mechanisms

c. a process to advise employees of action plans

d. visible displays of information

6. Which of the following is not a common phase of policy deployment?

a. management of the achievement of objectives

b. strict control of TQM costs

c. definition of company vision, goals and objective

d. deployment of objectives throughout the organization

7. A lack of service quality and customer commitment can negate the benefits of a good quality management process?

a. true

b. false

8. Edvardsson et al. defined 4 aspects of quality which affect customer perceptions of a company. Which of the following is not one of these aspects?

a. functional quality

b. outcome quality

c. technical quality

d. integrative quality

e. reputation quality

9. Properly implemented partnering or creating partnerships with suppliers can help reduce cost and increase market share for both parties? Which of the following can prevent such benefits?

a. constantly switch suppliers to lower cost

b. involve suppliers in product development

c. treat suppliers as partners

d. honest and straightforward communication

10. TQM is the mutual co-operation of everyone in an organization and associated business processes to produce value-for-money products and services which meet and hopefully exceed customer expectations.

a. false

b. true

11. Decisions based on careful analysis and evaluation of data and information are more unlikely to produce desired results.

a. true

b. false

12. Which of the following is not one of the 7 quality management principles as defined by ISO 9001?

a. process approach

b. evidence based decision making

c. continuous improvement

d. accurate job descriptions

e. customer focus

13. For the sustained success, organizations must carefully manage and build effective relationships with all stakeholders, both external and internal to the organization.

a. true

b. false

14. Training and education from the top to the bottom of an organization in quality management is critical for success.

a. true

b. false

15. After your company has achieved an ISO quality designation you can refocus continuous improvement on lowering cost and increasing returns to your shareholders.

a. false

b true