Question 1

Pursuant to the development of "scientific management," quality control was carried out by skilled craftspeople, who served both as manufacturers and inspectors, building quality into their products.

Accepted Answer

Scientific management, developed by Frederick Taylor, aimed to improve efficiency by dividing tasks. Quality control became a separate function from manufacturing, often performed by specialized inspectors, not the craftspeople themselves.

Question 2

In 1984, the U.S Government designated November as the National Quality Month.

Accepted Answer

The U.S. Government designated November as National Quality Month in 1984 to recognize the importance of quality in business and industry.

Question 3

Tolerances are acceptable deviations from targets.

Accepted Answer

Tolerances define the range of acceptable deviations from a specified target, allowing for minor variations that do not significantly impact the overall quality or functionality of a product or process.

Question 4

Unlike services, manufacturing is performed away from the customer.

Accepted Answer

Manufacturing typically involves producing goods in a centralized location, such as a factory, which is separate from where the customer is located, whereas services are often delivered at the point of consumption or in close proximity to the customer.

Question 5

For an airline company, "on time arrival" for an airline is a measure of service performance while frequent flyer awards and "business class" sections represent features.

Accepted Answer

"On time arrival" is a performance metric indicating reliability and efficiency, whereas frequent flyer awards and business class sections are specific product features designed to enhance customer experience and loyalty.

Question 6

The "voice of the customer" refers to both near-term and longer-term customer needs and expectations.

Accepted Answer

The "voice of the customer" encompasses understanding both the current and future needs and expectations of customers, aiming to guide product development and improvement.

Question 7

"Continuous improvement" refers to both incremental and "breakthrough" improvement.

Accepted Answer

Continuous improvement encompasses both small, incremental changes and significant, "breakthrough" improvements to processes or products.

Question 8

Considering the three classes of needs suggested by Noriaki Kano, the required safety features in an automobile is an example of a satisfier.

Accepted Answer

The required safety features in an automobile are considered "must-be" needs according to Noriaki Kano's model, as they are basic requirements that customers expect to be fulfilled.

Question 9

Which of the following statements is not true regarding the history of quality in organizations?
A) Before the Industrial Revolution, skilled craftspeople served both as manufacturers and inspectors.
B) Statistical approaches to quality control had their origins at General Electric.
C) Scientific management led to "quality control" which basically meant the separation of good from the bad product.
D) Deming and Juran introduced statistical quality control to Japan as part of General MacArthur's rebuilding program.

Accepted Answer

Statistical approaches to quality control originated not at General Electric but primarily with Walter A. Shewhart at Bell Telephone Laboratories in the 1920s.

Question 10

As part of the evolving understanding of quality management, many began to use the term _____ to contrast the difference between managing for quality in all organizational processes and focusing solely on manufacturing quality - _____.
A) strategic quality; operational quality
B) macro-quality; micro-quality
C) Big Q; Little Q
D) total quality; product quality

Accepted Answer

Big Q refers to the broad concept of managing quality across all organizational processes, while Little Q focuses specifically on the quality of manufacturing processes.

Question 11

Quality control in manufacturing is usually based on:
A) Six Sigma standards.
B) equipment standards.
C) customer expectations.
D) conformance to specifications.

Accepted Answer

Quality control in manufacturing is usually based on conformance to specifications, which ensures that products meet the required standards and customer expectations.

Question 12

Which of the following is not a difference in the management of quality in services and manufacturing?
A) Customer needs and performance standards are often difficult to identify and measure.
B) The production of services typically requires a higher degree of customization than does manufacturing.
C) Customers often are involved in the service process and present while it is being performed.
D) Services are generally capital intensive, whereas manufacturing is more labor intensive.

Accepted Answer

The statement in D is incorrect as a general difference between services and manufacturing. Typically, manufacturing is considered more capital intensive due to the machinery and equipment required, while services are often more labor intensive due to the direct interaction with customers and the need for skilled personnel to deliver the service.

Question 13

Which of the following is not one of the critical service dimensions?
A) Conformity
B) Consistency
C) Courtesy
D) Accessibility

Accepted Answer

Conformity is not typically listed among the critical service dimensions, which generally include aspects like reliability, responsiveness, assurance, empathy, and tangibles. Service dimensions focus on how services are delivered and perceived, rather than conforming to specifications, which is more relevant to product quality.

Question 14

_____ is the term used in the health care profession to denote quality initiatives methods.
A) Total health quality
B) Continuous quality improvement
C) Medical quality improvement
D) Comprehensive health initiative

Accepted Answer

Continuous Quality Improvement (CQI) is the correct term used in the healthcare profession to denote quality initiatives methods. It refers to a method of quality management that builds upon traditional quality assurance methods by emphasizing the organization and systems: it focuses on "process" rather than the individual; it recognizes both internal and external "customers"; and it promotes the need for objective data to analyze and improve processes.

Question 15

Which of the following is not one of the basic principles of total quality?
A) Customer and stakeholder focus
B) Employee engagement and teamwork
C) Management by objectives
D) A view of performance excellence as an integrated system

Accepted Answer

Management by objectives is not one of the basic principles of total quality management (TQM). TQM focuses on continuous improvement, customer satisfaction, and integrated system views, rather than the more individual and departmental goal-setting approach of management by objectives.

Question 16

Noriaki Kano suggests that three classes of customer needs exist. Which of the following is not one of them?
A) Essentials
B) Dissatisfiers
C) Delighters/exciters
D) Satisfiers

Accepted Answer

The answer of Noriaki Kano suggests that three classes of...

Question 17

_____ refer to those needs that are expected in a product or service.
A) Essentials
B) Dissatisfiers
C) Delighters/exciters
D) Satisfiers

Accepted Answer

Essentials are those needs that are expected in a product or service.

Question 18

The importance of Noriaki Kano's classification is realizing that although _____ are relatively easy to determine through routine marketing research, special effort is required to elicit customer perceptions about _____.
A) dissatisfiers; satisfiers
B) delighters; exciters
C) satisfiers; dissatisfiers
D) delighters; satisfiers

Accepted Answer

Satisfiers are relatively easy to determine through routine marketing research, while special effort is required to elicit customer perceptions about dissatisfiers.

Question 19

Over time, _____ become _____ as customers become used to them.
A) delighters/exciters; satisfiers
B) dissatisfiers; satisfiers
C) satisfiers; delighters/exciters
D) dissatisfiers; delighters/exciters

Accepted Answer

Delighters/exciters initially surprise and delight customers, but over time, as customers become accustomed to them, they become expected and turn into satisfiers.

Question 20

McGregor's Theory X model of motivation says that:
A) workers dislike work and require close supervision and control.
B) workers are self-motivated, seek responsibility, and exhibit a high degree of imagination and creativity at work.
C) workers are motivated mainly by monetary progress and replenishments.
D) workers are motivated if they are part of a motivated team.

Accepted Answer

McGregor's Theory X assumes that employees are inherently lazy, dislike work, and must be coerced, controlled, or threatened with punishment to achieve goals, necessitating close supervision and control.

Quiz 1: Introduction to Quality and Performance Excellence

Pursuant to the development of "scientific management," quality control was carried out by skilled craftspeople, who served both as manufacturers and inspectors, building quality into their products.

In 1984, the U.S Government designated November as the National Quality Month.

Tolerances are acceptable deviations from targets.

Unlike services, manufacturing is performed away from the customer.

For an airline company, "on time arrival" for an airline is a measure of service performance while frequent flyer awards and "business class" sections represent features.

The "voice of the customer" refers to both near-term and longer-term customer needs and expectations.

"Continuous improvement" refers to both incremental and "breakthrough" improvement.

Considering the three classes of needs suggested by Noriaki Kano, the required safety features in an automobile is an example of a satisfier.

Which of the following statements is not true regarding the history of quality in organizations?

As part of the evolving understanding of quality management, many began to use the term _ to contrast the difference between managing for quality in all organizational processes and focusing solely on manufacturing quality - _.

Quality control in manufacturing is usually based on:

Which of the following is not a difference in the management of quality in services and manufacturing?

Which of the following is not one of the critical service dimensions?

_____ is the term used in the health care profession to denote quality initiatives methods.

Which of the following is not one of the basic principles of total quality?

Noriaki Kano suggests that three classes of customer needs exist. Which of the following is not one of them?

_____ refer to those needs that are expected in a product or service.

The importance of Noriaki Kano's classification is realizing that although _ are relatively easy to determine through routine marketing research, special effort is required to elicit customer perceptions about _.

Over time, _ become _ as customers become used to them.

McGregor's Theory X model of motivation says that: