Complete the mcq:
1. External customers define the quality of the people, processes, and environments associated with the products and services.
a. True b. False
2. At the end of World War II the U.S. realized that in order to succeed in the manufacturing sector they would have to compete globally.
a. True b. False
3. The total quality approach has which of the following characteristics?
a. Teamwork
b. Freedom through control
c. Obsession with quality
d. Focus on the customer
e. All of the above
4. TQM can play a strategic role in manufacturing, service, government, and non-profit organizations.
a. True b. False
5. Surveys can be used to measure customer satisfaction.
a. True b. False
6. Customers can be either internal or external to the organization.
a. True b. False
7. TQM can be successfully implemented in an organization without the support of the top leadership of the organization.
a. True b. False
8. Which of the following strategies are needed for establishing a quality culture?
a. Take a hearts and minds approach
b. Put the planned changes in writing
c. Support
d. Open communication
e. All of the above are strategies
9. In a total quality setting, quality is defined by:
a. The employee
b. The customer
c. The management
d. The organization
e. The suppliers
1. Which of the following is the most appropriate leadership style in a total quality setting?
a. Autocratic
b. Democratic
c. Participative
d. Goal-oriented
e. Dictatorial
11. An organization's process improvement plan should be linked to the organization's strategic plan?
a. True b. False
12. Control charts are used to investigate the cause of a problem by grouping data into categories.
a. True b. False
13. Which of the following has a weakness in that it does not tell whether the variation is the result of special causes or common causes?
a. Histogram
b. Check Sheet
c. Pareto Chart
d. Run Chart
e. Stratification
14. Pareto Charts do which of the following:
a. Focus a group, thereby reducing irrelevant discussion
b. Separate causes from symptoms and force the issue of data collection
c. Allow for the identification of common solutions for group development
d. Help sort out what problems or causes of problems to pursue first
e. Identify trends by charting data over a specified period of time
15. The reason for using a team in solving problems is:
a. Because it is important to promote teamwork
b. Individual work is no longer effective when solving problems
c. Because no individual knows as much as a team
d. Because it is easier to get employees to talk
e. All of the above
16. The aim of ISO 9 is to transform organizations into competitive players in the global marketplace.
a. True b. False
17. Continuous improvement requires that an organization must:
a. Establish a quality council
b. Develop a statement of responsibilities
c. Establish the necessary infrastructure
d. Establish quality as a strategic level goal
e. All of the above
18. Which of the following are requirements for implementing a just-in-time process?
a. Supplier training
b. Inventory reduction
c. High quality materials
d. Accurate forecasts
e. All of the above
19.Which of these are not one of the phases of a Six Sigma project?
a. Define
b. Measure
c. Action
d. Improve
e. Control
20. Every process produces some level of variation.
a. True b. False
Q: What are the key things that need to be done to initiate a quality improvement program in an organization?
You must include the roles of the different levels of management.