Business Management II 1.03 Review

A product that is useful and performs its job well demonstrates which of the following components of quality:

• Value

• Excellence.

• Conformance to specifications

• Customer satisfaction

Dan likes his eye doctor because she is caring and shows concern for him as an individual patient. This illustrates which important characteristic of quality service providers?

• Empathy.

• Reliability

• Tangibles

• Serviceability

Which of the following is a factor that keeps quality at the forefront of the modern business world:

• Weather patterns

• Consumer pressure.

• Outdated technology

• Currency fluctuations

Which of the following is a true statement regarding quality management and the environment:

• Organizations should regard environmental issues above customer satisfaction

• Creating quality products is usually harmful to the environment

• Environmental issues have little to no impact on quality management

• Quality-management plans should create environmentally sustainable processes and products.

Which of the following is a potential benefit of implementing quality management:

• Unchanging organizational vision

• Increased costs

• Increased consistency.

• Lower taxes

Quality management must begin at which level of a company?

• Leadership.

• Contractors

• Individual/Job

• Departmental

A proofreader making sure every word in a document is spelled correctly is an example of quality management at which of the following levels:

• Executive

• Managerial

• Job/Performance.

• Departmental

Which of the following is a potential challenge when implementing quality management:

• Too-specific goals and plans

• A budget surplus

• Difficult laws/regulations

• Lack of integration.

The cost of employing product inspectors is a(n) __________ cost.

• prevention

• appraisal.

• internal failure

• external failure

The cost associated with throwing out defective products as they come off the production line is a(n) __________ cost.

• prevention

• appraisal

• internal failure.

• external failure