1. Question
: (TCO 2) Which of the following
perspectives of quality considers quality to be synonymous with superiority or
excellence?
Student Answer: Product perspective
Transcendent perspective
Value perspective
Manufacturing perspective
Instructor Explanation: See Chapter 1, page 6.
Points Received: 5 of 5
Comments:
Question 2. Question
: (TCO 2) The quality assurance
function helps to achieve quality by
Student Answer: ensuring that the firm provides adequate
training to its salespeople so that they can appropriately answer all customer
queries.
ensuring that the firm complies with laws and
regulations regarding such things as product labeling, packaging, safety, and
transportation.
providing special statistical studies and
analyses to the manufacturing or business support functions.
authorizing sufficient budgeting for
equipment, training, and other means of assuring quality.
Instructor Explanation: See Chapter 1, page 27.
Points Received: 5 of 5
Comments:
Question 3. Question
: (TCO 1) Which of the following
is true regarding production of services?
Student Answer: Compared to manufacturing, it is easier for
service organizations to identify and measure customers’ needs and performance
standards, because they involve human contact.
The production of services typically requires
a lower degree of customization than does manufacturing.
Compared to manufacturing, production of
services is typically less labor intensive.
Services are produced and consumed
simultaneously.
Instructor Explanation: See Chapter 1, page 24.
Points Received: 5 of 5
Comments:
Question 4. Question
: (TCO 1) Kosher’s, a
supermarket in Surbury, employs various strategies to provide good quality
products to consumers at lower prices compared to other competing stores. This
marketing strategy is most likely to influence the _____ perspective of
quality.
Student Answer: user
product
manufacturing
value
Instructor Explanation: See Chapter 1, page 7.
Points Received: 5 of 5
Comments:
Question 5. Question
: (TCO 1) Which of the following
is true of quality management during the age of craftsmanship that existed
before the advent of industrial revolution?
Student Answer: Inspection was the primary means of quality
control.
Various statistical methods and control
charts were being used to identify quality problems in production processes and
to ensure consistency of output.
Ensuring quality of the products was the
responsibility of the quality departments and not the workers who were directly
involved in creating the products.
Quality assurance was informal and efforts
were made to ensure that quality was built into products by the people who
produced them.
Instructor Explanation: See Chapter 1, page 11.
Points Received: 5 of 5
Comments:
Question 6. Question
: (TCO 2) According to Peter
Scholtes, a noted consultant, when people don’t understand systems
Student Answer: they try to resist the process of change.
they are less likely to distinguish between
fact and opinion.
they see the symptoms but not the deep causes
of problems.
they don’t see events as individual incidents
but assume it to be the combined result of several independent forces.
Instructor Explanation: See Chapter 2, page 59.
Points Received: 5 of 5
Comments:
Question 7. Question
: (TCO 2) The maintenance of a
quality management system is accomplished by
Student Answer: daily inspections.
weekly staff meetings.
internal audits.
external audits.
Instructor Explanation: See Chapter 2, page 79.
Points Received: 0 of 5
Comments:
Question 8. Question
: (TCO 2) Who among the
following in an organization are typically responsible for selecting
appropriate technologies, equipment, and work methods for producing quality
products?
Student Answer: Production workers
Salespeople
Industrial engineers
Tool engineers
Instructor Explanation: See Chapter 1, page 22.
Points Received: 5 of 5
Comments:
Question 9. Question
: (TCO 1) Organizations can
ensure that the quality is rooted in their culture by
Student Answer: encouraging employees to do more than what
they are expected to do through reward programs.
internalizing quality at the personal level
and encouraging employees to practice quality in all activities of life.
ensuring that the company follows all the
laws and regulations regarding product labeling, packaging, and other marketing
requirements.
allotting sufficient budget for equipment,
training, and other means of assuring quality.
Instructor Explanation: See Chapter 1, page 30.
Points Received: 5 of 5
Comments:
Question 10. Question
: (TCO 1) The value perspective
of quality is most important at the _____ stage in the creation and delivery of
goods and services.
Student Answer: manufacturing
design
marketing
distribution
Instructor Explanation: See Chapter 1, page 10, Figure 1.1.
1. Question
: (TCO 1) The core management
principles of TQM focus on the customer, teamwork, and what else?
Question 2. Question
: (TCO 2) How do leading CEOs
and academia define a TQM system?
