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

• 
  It is used mostly in the manufacturing industry.

• It is an ongoing process.

• It involves only upper-level managers.

• 
  It requires a short-term commitment.

Quality management is a

• 
  six-step process.

• technique

• tool

• philosophy

Which of the following is a process that weeds out defective products after they’ve been created:

• Quality improvement

• Quality command

• Quality control

• Quality assurance

Which of the following is a system that focuses on preventing defective products from being created in the first place:

• 
  Quality control

• Quality command

• 
  Quality assurance

• 
  Quality improvement

Making changes in the organization as a means of maintaining quality is an example of

• quality control

• quality command

• quality assurance

• quality improvement

One of the most important characteristics of a quality good is

• reliability

• tangibles

• responsiveness

• empathy

A good that is easy to fix and maintain is said to be

• durble

• serviceable

• empathetic

• reliable

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?

• serviceability

• reliability

• empathy

• tangibles

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

• outdated technology

• consumer pressure

• weather patterns

• currency fluctuations

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

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

• Creating quality products is usually harmful to the environment.

• 
  Organizations should regard environmental issues above customer satisfaction.

• Environmental issues have little to no impact on quality management.