1. TQ requires _____ coordination between organizational units.
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 _____.
process control
total quality control
quality circle
companywide quality control
Question 3. 3. _____ are targets and tolerances determined by designers of products and services.
Trials
Process metrics
Controls
Specifications
Question 4. 4. _____, _____, and _____ represent the leadership triad in the Baldrige Criteria Framework.
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:
Crosby.
Juran.
Deming.
Taguchi.
Question 6. 6. The transcendent definition of quality refers to the notion that "you know quality when you see it."
True
False
Question 7. 7. Which aspect of Deming's 14 points addresses the issue of why managers fail to cooperate with other
departments?
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.
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.
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.
manufacturing-based
product-based
value-based
user-based