116103276
Quality
1
A)
B)
C)
D)
2
A)
B)
C)
D)
3
A)
B)
C)
D)
What are the worldwide standards that establish the requirements
for Quality Management Systems?
WWS 2010
QMS 7000
TQS 5001
ISO 9000
In services, the quality of what is delivered is a problem because
prior inspection is not feasible
customer perceptions may differ from service provider’s
customer expectations may differ from service provider’s
ISO 9000 is not appropriate
Which of the following dimensions of service quality is usually
seen as the most important to customers in the Servqual model?
Empathy
Assurance
Reliability
Tangibles
4
Which of the following is NOT considered effective in achieving
and maintaining service quality?
A)
Encouraging service providers to be highly visible in dealing with
customers
Establishing peer groups among service providers to foster teamwork
and a sense of pride
Installing system of incentives that emphasises quality
Increasing supervision of service providers
B)
C)
D)
5
A)
B)
C)
D)
6
A)
B)
C)
D)
Warranty service, processing of complaints, and costs of litigation
are examples of
Internal failure costs
External failure costs
Appraisal costs
Prevention costs
A quality variable
takes discrete values
may be measured on a continuous scale
is continually changing
is highly undesirable
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A)
B)
C)
D)
8
A)
B)
C)
D)
9
An operations view of quality is ‘quality is consistent conformance
to customers’ expectations’. By this it is meant that :
The product will be seen as synonymous with innate excellence
There are clear specifications consistently met that provide customers
with what they would realistically believe they should receive
The product must be right every time, irrespective of cost to the
operation
Anything the customer wants and desires should be provided by the
organisation
Which of the following is true of service quality?
It is single-faceted
It is tangible
It is usually harder to define that product quality
It is homogeneous
The approach that contends that quality should be perceived in
relation to price is called the :
A)
B)
C)
D)
Manufacturing-based approach
Product-based approach
Value-based approach
User-based approach
10
Which of the following is NOT a quality improvement technique
A)
B)
C)
D)
statistical process control
data analysis of quality problems
ISO 9000
cause and effect mapping
11
Which of the following is an indirect benefit of improved quality?
A)
B)
C)
D)
Improved image
Reduced cost of inspection
Reduced scrap
Reduced inventory
12
Which of the following is NOT usually considered as a quality
characteristic?
A)
B)
C)
D)
aesthetic appeal
reliability
durability
repeatability
13
Reliability means the total useful life of the product or service,
assuming occasional repair or modification.
A)
B)
True
False
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14
Of the choices below, the most critical ‘moment of truth’ in the
service design of a fitness centre is
A)
B)
C)
D)
The choice of music played
The amount and type of exercise equipment
The attention given to prospective members on their initial visit
The cleanliness of the locker rooms
15
The most common reason for difficulties during the interaction
between customers and contact personnel is:
A)
B)
C)
D)
Unrealistic customer expectations
A technical breakdown in service delivery
Incompetent contact personnel
A lack of attention to detail by contact personnel
16
A ‘moment of truth’ is NOT
A)
D)
an opportunity to influence a customer’s perception of the service
quality
critical in achieving a reputation for superior quality
when the customer is forming an opinion about the efficiency of the
service
an interaction between the customer and a service provider
17
The most important attribute of customer contact personnel is:
A)
B)
C)
D)
Education
Sales related knowledge
Empathy for the customer
Intelligence
18
A gap in quality is NOT the difference between
A)
B)
D)
Internal quality specification and customer expectation
Management’s product or service concept and internal quality
specification
Customer expectations and management’s perception of the quality
specification
The quality image created and the actual product or service delivered
19
“Quality as defined by the customer” is
A)
B)
C)
D)
An unrealistic definition of quality
A user-based definition of quality
A manufacturing based definition of quality
A product-based definition of quality
20
The philosophy of zero defects is
A)
B)
C)
D)
Unrealistic
Prohibitively costly
An ultimate goal: in practice, 1 to 2% defects is acceptable
Consistent with the commitment to continuous improvement
B)
C)
C)
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21
By increasing process variance, waste and costs are driven out of
the company
A)
B)
True
False
22
The Japanese achieved enhanced product quality by adapting
many of the quality management principles that had first been
developed in the United States.
A)
B)
True
False
23
From the customer’s perspective product and service quality is
determined by what the consumer wants and is willing to pay for
A)
B)
True
False
24
Service quality is more directly related to time and the interaction
between customer and employee than is manufacturing quality
A)
B)
True
False
25
Training, supervision and control are important elements in
achieving quality of conformance.
A)
B)
True
False
26
A product should be designed without regard to how it will be
produced.
A)
B)
True
False
27
A fishbone diagram is also know as a:
A)
B)
C)
D)
Cause-and-effect diagram
Poka-yoke diagram
Kaizen diagram
Kanban diagram
28
Benchmarking is only practiced in the manufacturing sector
A)
B)
True
False
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Total Quality Management
29
The meaning of quality has evolved greatly over the past century.
Which of the following statements best exemplifies the current
meaning of quality?
A)
Continuous improvement, competitive advantage and meeting or
exceeding customer requirements now and in the future
Inspection of every item produced to ensure exact customer
specifications are met
Production of parts within control limits and use of statistical process
control tools to ensure consistent meeting of customer specifications
The collaboration of all functional disciplines for the purpose of
designing and offering quality products or services
B)
C)
D)
30
Proactive quality management includes the concept of
A)
B)
C)
D)
quality improvement costs more
needing to find out who is responsible for the quality problem
getting the service to the customer as soon as possible
highlighting problems to help solve them
31
What factors appear to be influential in ensuring the success of
TQM?
A)
Motivate the workforce through a programme of hype, slogans and
exhortations
Focus TQM on the areas of the operations that have the greatest
impact on customers
Quality strategy, top management support, a steering group,
appropriate training and recognition and reward
Committed workers and supervisors, investment in training, financial
benefits for staff
B)
C)
D)
32
TQM lays particular emphasis on which one of the following
areas?
A)
B)
C)
Business process re-engineering
Delighting the customer
Meeting the needs of customers, covering all parts of the organisation,
continuous improvement
Getting the customer – facing part of the operation right
D)
33
The specific concerns of total quality management (TQM) do NOT
include :
A)
B)
C)
D)
Cutting back on output to give preference to quality
Getting things ‘right the first time’
Examining all costs relating to quality
Developing a continuous process of improvement
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34 The key concept of Total Quality Management (TQM) is
A)
B)
C)
D)
total control of all quality related activities
commitment of all employees to quality improvement
the introduction of the ISO 9000 series
statistical process control
35
The implementation of TQM does NOT involve
A)
B)
C)
D)
prevention rather than cure
strong action to discipline employees who cause poor quality
emphasis on process management
top management commitment and involvement
36
Zero defects in manufacturing
A)
B)
C)
D)
is an unobtainable and misleading ideal
is the goal of TQM
is readily achievable in all areas
is a relevant goal only in electronic assembly
37
TQM approach asserts that there is an optimum amount of quality
effort to be applied in any situation, which minimises the total
costs of quality
A)
B)
True
False
38
The TQM approach suggests that each individual has an impact on
quality.
A)
B)
True
False
39
A criticism of the ‘traditional’ TQM approach is that it assumes that
costs are known and measurable
A)
B)
True
False
40
Total quality management represents a set of management
principles that focus on quality improvement as a driving force in
all functional areas and at all levels in a company
A)
B)
True
False
41
One principle of total quality management is that middle
management is solely responsible for providing the leadership for
quality
A)
B)
True
False
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42
The process of identifying other organisations that are best at
some facet of your operations and then modelling your
organisation after them is known as:
A)
B)
C)
D)
Continuous improvement
Employee empowerment
Benchmarking
Patent infringement
43
“Kaizen” is a Japanese term meaning:
A)
B)
C)
D)
A foolproof mechanism
A fishbone diagram
Setting standards
Continuous improvement
44
A quality circle is a small group of people who meet in a regular
basis to solve quality problems
A)
B)
True
False
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