Prework/test 13: Quality Culture and Standards

What is the impact of a quality system?

• Improves business practices for stakeholders

• Generates paper-work overload

• Creates bureaucracy

• Controls employees completely

What are the two aspects of quality defined by ISO?

• Quality control (QC) and quality assurance (QA)

• Quality management and quality improvement

• Quality assessment and quality evaluation

• Quality planning and quality control

What does quality control involve according to ISO?

• Operational means to fulfill quality requirements

• Providing confidence in quality fulfillment

• Anticipating risks and deciding on contingencies

• Monitoring and reviewing operations for effectiveness

What does quality assurance aim to provide?

• Confidence in quality fulfillment

• Operational means to fulfill quality requirements

• Anticipation of risks and contingencies

• Monitoring and reviewing operations for effectiveness

What does a quality framework cover?

• All aspects of business operations

• Only financial operations

• Only recruitment and selection

• Only instructions for every operation

What factors determine the tailoring of a quality framework?

• Type of business and location

• Type of business and size

• Type of business and industry

• Type of business and customer base

What is staff buy-in?

• Employees not resisting change, willing and committed to business objectives

• Employees resisting change, unwilling and uncommitted to business objectives

• Employees not involved in decision-making, indifferent to business objectives

• Employees involved in decision-making, supportive of business objectives

What are quality circles?

• Groups of employees who meet regularly to consider problem-solving and improving production

• Groups of employees who meet regularly to discuss business objectives

• Groups of employees who meet regularly to evaluate customer satisfaction

• Groups of employees who meet regularly to review financial operations

What are some benefits of partnership working with suppliers and customers?

• Feeling listened to, learning from mistakes, gaining trust, gaining competitiveness

• Feeling ignored, repeating mistakes, losing trust, losing competitiveness

• Feeling listened to, repeating mistakes, gaining trust, losing competitiveness

• Feeling ignored, learning from mistakes, losing trust, gaining competitiveness

What does transparent and open communication involve?

• Encouraging staff to own up to mistakes and avoid blame and deceit

• Encouraging staff to hide mistakes and promote blame and deceit

• Encouraging staff to ignore mistakes and promote blame and deceit

• Encouraging staff to own up to mistakes and promote blame and deceit