| Question 1. | Question : | (TCO 2) Which of the following perspectives of quality judges a product on the basis of how well the product performs its intended function? |
| | Student Answer: | | Value perspective | | | | Product perspective | | | | User perspective | | | | Manufacturing perspective | | | |
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| Question 2. | Question : | (TCO 2) The marketing and sales department in an organization contributes to the quality of the product by |
| | Student Answer: | | bringing together technical staffs from both the buyer’s and suppliers’ companies to design products and solve technical problems. | | | | designing and maintaining the tools used in manufacturing and inspection of goods. | | | | learning the products and product features that consumers want and knowing the prices that consumers are willing to pay for them. | | | | ensuring that the items delivered by the suppliers are of the quality specified by the purchase contract. | | | |
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| Question 3. | Question : | (TCO 1) The production of services differs from manufacturing because services |
| | Student Answer: | | can be inspected prior to delivery. | | | | require lesser customization compared to manufactured goods. | | | | produce outputs that are mostly intangible. | | | | are less labor intensive and involve minimal human interaction. | | | |
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| Question 4. | Question : | (TCO 1) Shenzen Electronics, a cell phone manufacturing company, buys microphones and bluetooth handsets from Atid Infotech which manufactures cell phones and cellular accessories. For Atid Infotech, Shenzen is a(n) _____. |
| | Student Answer: | | consumer | | | | supplier | | | | external customer | | | | internal customer | | | |
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| Question 5. | Question : | (TCO 1) The concept of total quality management is defined as a(n) |
| | Student Answer: | | customer-focused, results-oriented approach to business improvement that integrates many traditional quality improvement tools and techniques with a bottom-line and strategic orientation. | | | | people-focused management system that aims at continual increase in customer satisfaction at continually lower real cost. | | | | structured approach to organizational management that is used to prioritize and select projects that have high benefits relative to the effort involved in accomplishing them. | | | | integrated approach to organizational performance management that results in lower consumption of resources.
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| 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. | | | |
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| Question 7. | Question : | (TCO 2) With regard to quality management systems, _____ is a formal document that demonstrates a commitment to achieving high quality and meeting customer expectations. |
| | Student Answer: | | quality policy | | | | quality memorandum | | | | quality trilogy | | | | quality minute book | | | |
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| Question 8. | Question : | (TCO 2) A _____ is a set of functions or activities within an organization that work together for the aim of the organization. |
| | Student Answer: | | quincunx | | | | schema | | | | hidden factory | | | | system | | | |
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| Question 9. | Question : | (TCO 1) Improved conformance in production or service delivery tends to increase profitability because |
| | Student Answer: | | it helps in differentiating the product from its competitors and improves the perceived value of the product. | | | | it ensures that the services are performed according to the convenience of the customer. | | | | it leads to lower costs through savings in rework, scrap, resolution of errors, and warranty expenses. | | | | it leads to improved employee motivation. | | | |
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| Question 10. | Question : | (TCO 1) Which of the following perspectives of quality provides the basis for coordinating the entire value chain? |
| | Student Answer: | | Customer perspective | | | | User perspective | | | | Transcendent perspective | | | | Value perspective | | I | |
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