Chapter One

(Quality & TQM)

1- ……………………………………… has been associated with precision,

perfection, and adherence to specific standards
a) Productivity
b) Effectiveness
c) Quality
d) Efficiency
e) Profitability

2- ……………………………………… may gauge quality based on

predetermined specifications.
a) Carpenters
b) Bankers
c) Healthcare professionals
d) Industrialists
e) None of the above

3- According to ………………………………………, quality can be defined as

the degree to which a product or service conforms to specified requirements,
while emphasizing the importance of cost reduction.
a) Juran
b) Deming
c) Crosby
d) Evans
e) Taylor

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4- ……………………………………… defines quality as the ability of a product
or service to meet the needs and expectations of its intended users.
a) Juran
b) Deming
c) Crosby
d) Evans
e) Taylor

5- According to ………………………………………, quality entails the

adherence to specified requirements and the production of error-free goods and
services.
a) Taylor
b) Crosby
c) Evans
d) Deming
e) Juran

6- The ……………………………………… of quality focuses on measuring and

ensuring adherence to established standards.
a) Procedural Meaning
b) Transformative aspect
c) Comprehensive view
d) Theoretical viewpoint
e) None of the above

7- ……………………………………… of quality involves determining whether a

product has been manufactured or a service has been provided according to
expected criteria.
a) Procedural Meaning
b) Transformative aspect

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c) Comprehensive view
d) Theoretical viewpoint
e) None of the above

8- ……………………………………… of quality is recognized as centered

around manufacturing.
a) Procedural Meaning
b) Transformative aspect
c) Comprehensive view
d) Theoretical viewpoint
e) None of the above

9- The ……………………………………… of quality emphasizes ongoing

improvement and organizational adaptation.
a) Procedural Meaning
b) Transformative aspect
c) Comprehensive view
d) Theoretical viewpoint
e) None of the above

10- The ……………………………………… places emphasis on the intangible

elements of quality to attain customer satisfaction and loyalty.
a) Procedural Meaning
b) Transformative aspect
c) Comprehensive view
d) Theoretical viewpoint
e) None of the above

11- ……………………………………… refers the set of specifications that are

considered when developing a product.

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a) Production quality
b) Design quality
c) Quality of performance
d) Quality of customer service
e) None of the above

12- ……………………………………… is evident to the consumer during the

actual utilization of the product.
a) Production quality
b) Design quality
c) Quality of performance
d) Quality of customer service
e) None of the above

13- ……………………………………… refers to the level of service provided to

customers during the delivery of a product or service.
a) Production quality
b) Design quality
c) Quality of performance
d) Quality of customer service
e) None of the above

14- From the manufacturer's perspective, the notions of quality are

……………………………………………………….
a) design quality and quality of performance
b) production quality and quality of customer service
c) design quality and production quality
d) quality of performance and quality of customer service
e) Only production quality.

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15- From the customer's perspective, the notions of quality are
……………………………………………………….
a) design quality and quality of performance
b) production quality and quality of customer service
c) design quality and production quality
d) quality of performance and quality of customer service
e) Only production quality.

16- ……………………………………… includes prevention costs and appraisal

costs.
a) The cost of nonconformance.
b) The internal failure cost
c) The external failure cost
d) The cost of conformance
e) None of the above

17- There are two main categories of costs associated with quality. They are
……………………………………………
a) the internal failure costs and the external costs
b) the prevention costs and the appraisal costs
c) the cost of conformance and the cost of nonconformance
d) the prevention costs and the failure costs
e) None of the above

18- …………………………………………… are incurred to eliminate defects

from occurring in the first place, and involve activities such as staff training,
quality planning, and process improvement initiatives.
a) the internal failure costs
b) the external failure costs
c) the prevention costs

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d) the appraisal costs
e) None of the above

19- …………………………………………… are incurred to evaluate whether a

product or service meets the required quality standards and involve
inspections, testing and audits.
a) the internal failure costs
b) the external failure costs
c) the prevention costs
d) the appraisal costs
e) None of the above

20- …………………………………………… are incurred when defects are

identified before the product or service is delivered to the customer. They
include rework, scrap, and downtime.
a) the internal failure costs
b) the external failure costs
c) the prevention costs
d) the appraisal costs
e) None of the above

21- …………………………………………… are occurred when defects are

identified after the product or service is delivered to the customer. They
include warranty claims, product returns, and legal obligations.
a) the internal failure costs
b) the external failure costs
c) the prevention costs
d) the appraisal costs
e) None of the above