305932224.

doc

Quality
1

A)
B)
C)
D)
2
A)
B)
C)
D)
3
A)
B)
C)
D)

What are the worldwide standards that establish the requirements

for Quality Management Systems?

WWS 2010
QMS 7000
TQS 5001
ISO 9000
In services, the quality of what is delivered is a problem because
prior inspection is not feasible
customer perceptions may differ from service providers
customer expectations may differ from service providers
ISO 9000 is not appropriate
Which of the following dimensions of service quality is usually
seen as the most important to customers in the Servqual model?
Empathy
Assurance
Reliability
Tangibles

Which of the following is NOT considered effective in achieving

and maintaining service quality?

A)

Encouraging service providers to be highly visible in dealing with

customers
Establishing peer groups among service providers to foster teamwork
and a sense of pride
Installing system of incentives that emphasises quality
Increasing supervision of service providers

B)
C)
D)
5
A)
B)
C)
D)
6
A)
B)
C)
D)

Warranty service, processing of complaints, and costs of litigation

are examples of
Internal failure costs
External failure costs
Appraisal costs
Prevention costs
A quality variable
takes discrete values
may be measured on a continuous scale
is continually changing
is highly undesirable

Page 1 of 7

305932224.doc

7
A)
B)
C)
D)
8
A)
B)
C)
D)
9

An operations view of quality is quality is consistent conformance

to customers expectations. By this it is meant that :
The product will be seen as synonymous with innate excellence
There are clear specifications consistently met that provide customers
with what they would realistically believe they should receive
The product must be right every time, irrespective of cost to the
operation
Anything the customer wants and desires should be provided by the
organisation
Which of the following is true of service quality?
It is single-faceted
It is tangible
It is usually harder to define that product quality
It is homogeneous
The approach that contends that quality should be perceived in
relation to price is called the :

A)
B)
C)
D)

Manufacturing-based approach
Product-based approach
Value-based approach
User-based approach

10

Which of the following is NOT a quality improvement technique

A)
B)
C)
D)

statistical process control

data analysis of quality problems
ISO 9000
cause and effect mapping

11

Which of the following is an indirect benefit of improved quality?

A)
B)
C)
D)

Improved image
Reduced cost of inspection
Reduced scrap
Reduced inventory

12

Which of the following is NOT usually considered as a quality

characteristic?

A)
B)
C)
D)

aesthetic appeal
reliability
durability
repeatability

13

Reliability means the total useful life of the product or service,

assuming occasional repair or modification.

A)
B)

True
False

Page 2 of 7

305932224.doc

14

Of the choices below, the most critical moment of truth in the

service design of a fitness centre is

A)
B)
C)
D)

The choice of music played

The amount and type of exercise equipment
The attention given to prospective members on their initial visit
The cleanliness of the locker rooms

15

The most common reason for difficulties during the interaction

between customers and contact personnel is:

A)
B)
C)
D)

Unrealistic customer expectations

A technical breakdown in service delivery
Incompetent contact personnel
A lack of attention to detail by contact personnel

16

A moment of truth is NOT

A)

D)

an opportunity to influence a customers perception of the service

quality
critical in achieving a reputation for superior quality
when the customer is forming an opinion about the efficiency of the
service
an interaction between the customer and a service provider

17

The most important attribute of customer contact personnel is:

A)
B)
C)
D)

Education
Sales related knowledge
Empathy for the customer
Intelligence

18

A gap in quality is NOT the difference between

A)
B)

D)

Internal quality specification and customer expectation

Managements product or service concept and internal quality
specification
Customer expectations and managements perception of the quality
specification
The quality image created and the actual product or service delivered

19

Quality as defined by the customer is

A)
B)
C)
D)

An unrealistic definition of quality

A user-based definition of quality
A manufacturing based definition of quality
A product-based definition of quality

20

The philosophy of zero defects is

A)
B)
C)
D)

Unrealistic
Prohibitively costly
An ultimate goal: in practice, 1 to 2% defects is acceptable
Consistent with the commitment to continuous improvement

B)
C)

C)

Page 3 of 7

305932224.doc

21

By increasing process variance, waste and costs are driven out of

the company

A)
B)

True
False

22

The Japanese achieved enhanced product quality by adapting

many of the quality management principles that had first been
developed in the United States.

A)
B)

True
False

23

From the customers perspective product and service quality is

determined by what the consumer wants and is willing to pay for

A)
B)

True
False

24

Service quality is more directly related to time and the interaction

between customer and employee than is manufacturing quality

A)
B)

True
False

25

Training, supervision and control are important elements in

achieving quality of conformance.

A)
B)

True
False

26

A product should be designed without regard to how it will be

produced.

A)
B)

True
False

27

A fishbone diagram is also know as a:

A)
B)
C)
D)

Cause-and-effect diagram
Poka-yoke diagram
Kaizen diagram
Kanban diagram

28

Benchmarking is only practiced in the manufacturing sector

A)
B)

True
False

Page 4 of 7

305932224.doc

Total Quality Management

29

The meaning of quality has evolved greatly over the past century.
Which of the following statements best exemplifies the current
meaning of quality?

A)

Continuous improvement, competitive advantage and meeting or

exceeding customer requirements now and in the future
Inspection of every item produced to ensure exact customer
specifications are met
Production of parts within control limits and use of statistical process
control tools to ensure consistent meeting of customer specifications
The collaboration of all functional disciplines for the purpose of
designing and offering quality products or services

B)
C)
D)
30

Proactive quality management includes the concept of

A)
B)
C)
D)

quality improvement costs more

needing to find out who is responsible for the quality problem
getting the service to the customer as soon as possible
highlighting problems to help solve them

31

What factors appear to be influential in ensuring the success of

TQM?

A)

Motivate the workforce through a programme of hype, slogans and

exhortations
Focus TQM on the areas of the operations that have the greatest
impact on customers
Quality strategy, top management support, a steering group,
appropriate training and recognition and reward
Committed workers and supervisors, investment in training, financial
benefits for staff

B)
C)
D)
32

TQM lays particular emphasis on which one of the following

areas?

A)
B)
C)

Business process re-engineering

Delighting the customer
Meeting the needs of customers, covering all parts of the organisation,
continuous improvement
Getting the customer facing part of the operation right

D)
33

The specific concerns of total quality management (TQM) do NOT

include :

A)
B)
C)
D)

Cutting back on output to give preference to quality

Getting things right the first time
Examining all costs relating to quality
Developing a continuous process of improvement

Page 5 of 7

305932224.doc

34 The key concept of Total Quality Management (TQM) is

A)
B)
C)
D)

total control of all quality related activities

commitment of all employees to quality improvement
the introduction of the ISO 9000 series
statistical process control

35

The implementation of TQM does NOT involve

A)
B)
C)
D)

prevention rather than cure

strong action to discipline employees who cause poor quality
emphasis on process management
top management commitment and involvement

36

Zero defects in manufacturing

A)
B)
C)
D)

is an unobtainable and misleading ideal

is the goal of TQM
is readily achievable in all areas
is a relevant goal only in electronic assembly

37

TQM approach asserts that there is an optimum amount of quality

effort to be applied in any situation, which minimises the total
costs of quality

A)
B)

True
False

38

The TQM approach suggests that each individual has an impact on

quality.

A)
B)

True
False

39

A criticism of the traditional TQM approach is that it assumes that

costs are known and measurable

A)
B)

True
False

40

Total quality management represents a set of management

principles that focus on quality improvement as a driving force in
all functional areas and at all levels in a company

A)
B)

True
False

41

One principle of total quality management is that middle

management is solely responsible for providing the leadership for
quality

A)
B)

True
False

Page 6 of 7

305932224.doc

42

The process of identifying other organisations that are best at

some facet of your operations and then modelling your
organisation after them is known as:

A)
B)
C)
D)

Continuous improvement
Employee empowerment
Benchmarking
Patent infringement

43

Kaizen is a Japanese term meaning:

A)
B)
C)
D)

A foolproof mechanism
A fishbone diagram
Setting standards
Continuous improvement

44

A quality circle is a small group of people who meet in a regular

basis to solve quality problems

A)
B)

True
False

Page 7 of 7