1. TQ requires _____ coordination between organizational units. (Points : 1)       

parallel

vertical

horizontal

complementary

Question 2. 2. A. V. Feigenbaum recognized the importance of a comprehensive organizational approach to quality in the 1950s and coined the term _____. (Points : 1)

process control

total quality control

quality circle

companywide quality control

Question 3. 3. _____ are targets and tolerances determined by designers of products and services. (Points : 1)

Trials

Process metrics

Controls

Specifications

Question 4. 4. _____, _____, and _____ represent the leadership triad in the Baldrige Criteria Framework. (Points : 1)

Values; management; process scheduling

Vision; executive planning; production control

Leadership; strategic planning; customer focus

Quality; workforce management; customization

Question 5. 5. The need to “remove barriers to pride in workmanship” is associated with: (Points : 1)

Crosby.

Juran.

Deming.

Taguchi.

Question 6. 6. The transcendent definition of quality refers to the notion that “you know quality when you see it.” (Points : 1)

True

False 

Question 7. 7. Which aspect of Deming’s 14 points addresses the issue of why managers fail to cooperate with other departments? (Points : 1)

Point 6: Institute Training

Point 7: Institute Leadership

Point 8: Drive Out Fear

Point 10: Eliminate Exhortations

Question 8. 8. Services are generally _____ intensive, whereas manufacturing is more _____ intensive. (Points : 1)

labor, equipment

quality, quantity

input, output

profit, cost

Question 9. 9. In the 1950s, the Japanese integrated quality throughout their organizations and developed a culture of _____ sometimes referred to by the Japanese term kaizen. (Points : 1)

consumer orientation

internal competition

process innovation

continuous improvement

Question 10. 10. The _____ definition of quality is that it is a function of a specific, measurable variable and that differences in quality reflect differences in quantity of some product attribute. (Points : 1)

manufacturing-based

product-based

value-based

user-based