Question 1 1. Organizations can ensure that the quality is rooted in their culture by: encouraging employees to do more than what they are expected to do through reward programs. internalizing quality at the personal level and encouraging employees to practice quality in all activities in life. ensuring that the company follows all the laws and regulations regarding product labeling, packaging, and other marketing requirements. allotting sufficient budget for equipment, training, and other means of assuring quality. 4 points   Question 2 1. The value perspective of quality is most important at the _________stage in the creation and delivery of goods and services. manufacturing design marketing distribution 4 points   Question 3 1. Which of the following is true of the “customer perceived value” measurement used by organizations to measure customer satisfaction? It takes into consideration only existing customers and not potential buyers. It focuses more on customer satisfaction than on customer loyalty. It measures customer satisfaction based on the likelihood of customers recommending the product to other customers. It measures how customers assess benefits of the product against costs in making purchase decisions. 4 points   Question 4 1. Customer-focused organizations consider complaints as opportunities for improvement as: it allows them to test the aptitude and efficiency of their employees in handling customer complaints. it allows them to reduce the cost of research and development because they come to know about potential features through customers. effectively resolving complaints increases customer loyalty and retention. it helps employees understand what it feels like to be a customer. 4 points   Question 5 1. The process of subjectively evaluating the quality of an employee’s work is known as ______. employee involvement performance appraisal empowerment workforce engagement 4 points   Question 6 1. __________ is the function performed in organizations that facilitates the most effective use of people to achieve organization and individual goals. Workforce management Marketing management Product management Brand Management 4 points   Question 7 1. To apply the techniques of process management, processes must be _______. costly and time consuming repeatable and measurable centrally controlled and random simple and lengthy 4 points   Question 8 1. In the case of a manufacturing company, which of the following is an example of a value-creation process? Product designing Human resource services Public relations Legal services 4 points   Question 9 1. A __________ is a subset of objects taken from the ___________. population; sample cluster, strata sample; population sample space; experiment 4 points   Question 10 1. _____________ is the process of designing a product for efficient production at the highest level of quality. Design for envir ...

1. Question 1
1. Organizations can ensure that the quality is rooted in their
culture by:
encouraging employees to do more than what they are expected
to do through reward programs.
internalizing quality at the personal level and encouraging
employees to practice quality in all activities in life.
ensuring that the company follows all the laws and regulations
regarding product labeling, packaging, and other marketing
requirements.
allotting sufficient budget for equipment, training, and other
means of assuring quality.
4 points
Question 2
1. The value perspective of quality is most important at the
_________stage in the creation and delivery of goods and
services.
manufacturing
design

2. marketing
distribution
4 points
Question 3
1. Which of the following is true of the “customer perceived
value” measurement used by organizations to measure customer
satisfaction?
It takes into consideration only existing customers and not
potential buyers.
It focuses more on customer satisfaction than on customer
loyalty.
It measures customer satisfaction based on the likelihood of
customers recommending the product to other customers.
It measures how customers assess benefits of the product
against costs in making purchase decisions.
4 points
Question 4
1. Customer-focused organizations consider complaints as
opportunities for improvement as:
it allows them to test the aptitude and efficiency of their
employees in handling customer complaints.

3. it allows them to reduce the cost of research and development
because they come to know about potential features through
customers.
effectively resolving complaints increases customer loyalty and
retention.
it helps employees understand what it feels like to be a
customer.
4 points
Question 5
1. The process of subjectively evaluating the quality of an
employee’s work is known as ______.
employee involvement
performance appraisal
empowerment
workforce engagement
4 points
Question 6
1. __________ is the function performed in organizations that
facilitates the most effective use of people to achieve
organization and individual goals.
Workforce management

4. Marketing management
Product management
Brand Management
4 points
Question 7
1. To apply the techniques of process management, processes
must be _______.
costly and time consuming
repeatable and measurable
centrally controlled and random
simple and lengthy
4 points
Question 8
1. In the case of a manufacturing company, which of the
following is an example of a value-creation process?
Product designing
Human resource services

5. Public relations
Legal services
4 points
Question 9
1. A __________ is a subset of objects taken from the
___________.
population; sample
cluster, strata
sample; population
sample space; experiment
4 points
Question 10
1. _____________ is the process of designing a product for
efficient production at the highest level of quality.
Design for environment
Design for manufacturability
Design for environment

6. Concurrent engineering
4 points
Question 11
1. The predicted reliability determined by the design of the
product or process is called the _____reliability.
achieved
perceived
inherent
nominal
4 points
Question 12
1. Short repeated patterns in a control chart, with alternating
high peaks and low valleys, are known as:
trends
cycles
shifts
runs
4 points
Question 13

7. 1. Defects per million opportunities (dpmo) =
_______________.
(number of defects discovered/opportunities for error) x
100,000
opportunities for error x number of defects discovered
/1,000,000
(number of defects discovered/opportunities for error) x
1,000,000
opportunities for error / number of defects discovered x
10,000,000
4 points
Question 14
1. In service applications, the term _________ is generally used
to describe a nonconformance.
error
unit
cycle
trend
4 points
Question 15

8. 1. The concept of total quality is defined as a(n):
people-focused management system that aims at continual
increase in customer satisfaction at continually lower real cost.
structured approach to organization management that is used to
prioritize and select projects that have high benefits relative to
the effort involved in accomplishing them.
customer-focused, results-oriented approach to business
improvement that integrates many traditional quality
improvement tools and techniques with a bottom-line and
strategic orientation.
integrated approach to organizational management that results
in lower consumption of resources.
4 points
Question 16
1. Which of the following principles supports statistical
thinking, a philosophy of learning and action?
Understanding and increasing variation are keys to success.
All work occurs in a system of independent processes.
Variation exists in all processes.
Variations make it easy to understand root causes in a

9. production process issue.
4 points
Question 17
1. According to point one of Deming’s 14 points for quality
improvement, the responsibility of improving a firm’s
competitive position lies with ___________.
top management
employees
suppliers
middle management
4 points
Question 18
1. A ___________ is a set of functions or activities within an
organization that work together for the aim of the organization.
schema
hidden factory
quincunx
system
4 points
Question 19

10. 1. According to Hackman and Oldham work design model, a job
is said to have high _____ if it permits workers freedom,
independence, and authority to exercise personal control over
the work.
autonomy
task identity
task significance
skill variety
4 points
Question 20
1. The management team at Kyra Electronics, is looking for
ways to achieve higher levels of performance. It is trying to
obtain higher yields and reduce cycle times. In the context of
the three major activities involved in process management, the
management team at Kyra, is engaged in the ____________
activity of process management.
mapping
improvement
design
control

11. 4 points
Question 21
1. Which of the following is NOT a tool for descriptive
statistics?
Frequency distribution
Regression analysis
Proportion
Histogram
4 points
Question 22
1. ____________ is a method to describe combinations of
conditions or events that can lead to a failure.
Axiomatic design
Quality function deployment
Fault tree analysis
Total quality management
4 points
Question 23
1. Control limits are often confused with ________.

12. specification limits
center lines
pre-control lines
three sigma limits
4 points
Question 24
1. A __________ is the result of some cause that gradually
affects the quality characteristics of the product and causes the
points on a control chart to gradually move up or down from
the center line.
defect
process shift
cycle
trend
4 points
Question 25
1. While designing a customer satisfaction survey, organizations
should use:
compound questions.

13. questions with double negatives.
leading questions.
questions that address only one issue or idea.