Instructions: DO NOT WRITE ANYTHING HERE. Use the required sheet for your answers.

Multiple Choice: (40 pts.)

1. A manufacturing or producer’s perspective on “quality” includes the following except:

A. Conformance to requirements
B. Product meets specifications
C. Product is well-made
D. Fitness for use
E. None of the above

2. Quality has been defined in a number of ways. When viewed from a customer’s perspective, it means “meeting or
exceeding expectations.”
A. True
B. False

3. In the practice of Total Quality Management, “inspection” is encouraged more than “prevention”.
A. True
B. False

4. Total Quality Management approach is long term rather than short term.
A. True
B. False

5. Traditional management focuses on large step improvement while Total Quality Management focuses on small step
improvement.
A. True
B. False

6. Total Quality Management is more product-focused than process-focused.

A. True
B. False

7. Quality is generally easier to measure in service industry than in product related industry.
A. True
B. False

8. Which of the following does not belong in a TQM philosophy?

A. Everyone is responsible
B. Partnership with suppliers and customers
C. Empowering People
D. Customer determines wants
E. Quality as a feature

9. The word “Total” in conjunction with Quality Management means:

A. Full implementation of Quality Management
B. The only performance standard in management is absolute quality
C. Everyone in the organization participates and quality management is integrated into all functions
D. Quality Management is conformance to Customer Satisfaction
E. None of the above

10. Customer Focus, Leadership, Involvement of People, and Continuous Improvement are just some of the basic Quality
Management Principles. Which among the following does not belong in list of these principles?

A. Process Approach
B. Systems Approach to Management
C. Factual Approach to Decision Making
D. Mutually Beneficial Supplier Relationships
E. None of the above
11. This is an intense and rapid improvement process in which a team or a department throws all its resources into an
improvement project over a short time period, as opposed to traditional kaizen applications, which are performed on a
part-time basis.
A. Chindogu
B. Keiretsu
C. Kaizen Blitz
D. Kanban
E. Poka-Yoke

12. Which of the following customer perceptions outweighs the other forms of quality in making purchase decisions?
A. Expected Quality
B. Design Quality
C. Actual Quality
D. Perceived Quality
E. None of the above

13. In Noriaki Kano’s model of customer satisfaction, this is considered to be the primary source of customer complaints.
A. Satisfier
B. Dissatisfier
C. Delighter
D. None of the above

14. A customer enters a salon and while waiting for her turn to be attended by the stylist, she was unexpectedly served a
free glass of iced tea. This is an example of a:
A. Satisfier
B. Dissatisfier
C. Delighter
D. None of the above

15. You visited a community car wash for the first time and found out that it offers free wi-fi connection to customers. This
is an example of:
A. Satisfier
B. Dissatisfier
C. Delighter
D. None of the above

16. Your frequent a Korean restaurant as it offers numerous appetizers while waiting for your main order. Any additional
request for appetizers is also fine to the restaurant. This is an example of:
A. Satisfier
B. Dissatisfier
C. Delighter
D. None of the above

17. This model of customer satisfaction has straight-line characteristic. The more this is provided, the happier customers
will be.
A. Satisfier
B. Dissatisfier
C. Delighter
D. None of the above

18. According to this Garvin's definition of quality, quality is something that is intuitively understood but nearly impossible
to communicate or define:
A. Value-based
B. User-based
C. Transcendent
D. Manufacturing-based
E. Product-based

19. According to this Garvin's definition of quality, quality is conformance to the design specifications or requirements.
A. Value-based
B. User-based
 C. Transcendent
D. Manufacturing-based
E. Product-based

20. Quality is determined here objectively because it is viewed as a quantifiable or measurable characteristic or attribute.
Example: preference for a foot-long sandwich because of its length.
A. Value-based
B. User-based
C. Transcendent
D. Manufacturing-based
E. Product-based

21. Quality in this definition is an individual matter and products that best satisfy the person’s preferences are those with
the highest quality. However this view on quality is difficult to aggregate to represent a general view.
A. Value-based
B. User-based
C. Transcendent
D. Manufacturing-based
E. Product-based

22. In this view, the highest quality may not usually the best. The consumer’s purchased decision is based on quality at an
acceptable price.
A. Value-based
B. User-based
C. Transcendent
D. Manufacturing-based
E. Product-based

23. In the context of service quality, these may include the physical appearance of the service facility, the equipment, tools,
personnel appearance, and materials used.
A. Aesthetics
B. Features
C. Perceived Quality
D. Tangibles
E. None of the above

24. It is the amount of use one gets from a product before it breaks down and replacement is preferable to continued
repair.
A. Durability
B. Conformance
C. Quality
D. Performance
E. Feature

25. Which among the following dimensions apply both to product and service?
A. Serviceability
B. Reliability
C. Conformance
D. Consistency
E. None of the above

26. This is the quality dimension that refers to the degree to which characteristics match the standards.
A. Reliability
B. Conformance
C. Durability
D. Performance
E. None of the above

27. It can be defined as the probability that a product, system, or service will perform its intended function adequately for
a specified period of time, operating in a defined operating environment without failure.
A. Assurance
 B. Empathy
C. Reliability
D. Responsiveness
E. Credibility

28. This service quality dimension includes factors such as trustworthiness, belief and honesty. It may be influenced by
company name, company reputation, or the personal characteristics of the personnel.
A. Assurance
B. Empathy
C. Reliability
D. Responsiveness
E. Credibility

29. The two “quality gurus” that were involved in training Japanese manufacturers in the 1950's were:
A. Crosby and Shewhart
B. Juran and Deming
C. Crosby and Juran
D. Deming and Crosby
E. None of the above

30. He pioneered in teaching the Japanese how to improve quality. He believed strongly in top-management commitment,
support, and involvement in the quality effort. He was also a believer in teams that continually seek to raise quality
standards. He varies from Deming somewhat in focusing on the customer and defining quality as fitness for use, not
necessarily the written specifications.
A. W. Edwards Deming
B. Philip Crosby
C. Kaoru Ishikawa
D. Joseph Juran
E. None of the above

31. Walter Shewhart is listed among the important people in the study of TQM because of his contributions to:
A. Quality Assurance
B. Just-in-time methods
C. Scientific Management
D. Statistical Quality Control.
E. None of the above

32. One of the best known among the Japanese contributors to the theory of quality management. Known for
democratizing statistics through the introduction of the tools. One of which is named after him.
A. Shigeo Shingo
B. Noriaki Kano
C. Genichi Taguchi
D. Kaoru Ishikawa
E. None of the above

33. His theories are heavily based on statistical methods that include Quality Loss Function and FMEA among others.
A. Shigeo Shingo
B. Noriaki Kano
C. Genichi Taguchi
D. Kaoru Ishikawa
E. None of the above

34. Quality Is Free was, His attention-getting book published in 1979. He coined the term zero defects and stated, “There
is absolutely no reason for having errors or defects in any product or service.”
A. Philip Crosby
B. Armand Feigenbaum
C. Kaoru Ishikawa
D. Joseph Juran
E. None of the above

35. May have been the first to use the word “total” in conjunction with quality control in his book, Total Quality Control
released in 1951. Also known for his concept of the “Hidden Plant“ - that in every factory a certain proportion of its capacity
is wasted through not getting it right first time.
A. Philip Crosby
B. Armand Feigenbaum
C. Kaoru Ishikawa
D. Joseph Juran
E. None of the above

36. He divides quality into 3 parts known as the “Quality Trilogy”: quality planning, control, and improvements.

A. Howard Gitlow
B. Joseph Juran
C. Elton Mayo
D. Edward Deming
E. None of the above

37. Continuous improvement philosophy is clearly evident in the Deming’s cycle. This chain is represented by the
acronym:
A. PDCA
B. FMEA
C. DMAIC
D. RATER
E. SERVQUAL

38. Which philosophy is NOT part of Deming’s 14 points to management?

A. Institute Training
B. Break down barriers between departments
C. Management Commitment
D. Elimination of slogans and numerical targets
E. None of the above

39. Which is NOT part of Philip Crosby’s 4 Absolutes of Quality Management?

A. The definition of Quality is conformance to requirements (not elegance)
B. The system of quality is appraisal (not prevention)
C. The only performance standard is Zero Defects (not close enough)
D. The measurement of quality is the price of non-conformance (not indexes)
E. None of the above

40. A commonly held assumption about quality as a philosophy between Deming, Juran, and Crosby is that:
A. Management commitment is essential
B. Process of change must start from the bottom of the organization
C. Technology plays a large part in any organization’s quest for quality
D. Quantitative target in an organization is a must
E. All of the above

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