MGT162 CHAPTER 9

Who of the following introduced the Fishbone Diagram?

• Philip B. Crosby

• Kaoru Ishikawa

From En Ali perspective as consumer, the degree to which the product or service meets his expectation is called ________________.

• Property

• Quality

How a product looks, feels, tastes and smells is known as (a)   .

Supplements to a product’s basic functioning characteristics, such as push start button on a car is called _____________________.

• Reliability

• Performance

___________ benchmarking relates to the studying products, processes, or business performance of competitors in the same industry in the aspects of pricing, quality, and technical features.

• Process

• Product

Only benchmarking is being used as tools of TQM?

• False

• True

To be successful in TQM, all employees must be committed, achieved teamwork excellence and practice the process of continuous improvement.

• True

• False

To be successful in TQM, all employees must be committed, achieved teamwork excellence and practice the process of continuous improvement.

• True

• False

Benchmarking is the process of learning how other firms do things in an exceptionally high-quality manner.

• True

• False

One of the importance of quality is to increase the cost.

• True

• False