HRM141 - Quiz no. 1

Quality is defined as the ability of a product or service to consistently meet or exceed customer expectations.

• True

• False

businesses should only focus on earning profit and not on the quality of products and services they offer.

• True

• False

customer expectations can be broken down into several categories or dimensions that customers use to judge the quality of a product or service.

• True

• False

Successful management of quality does not require managers to understand the costs and benefits of quality.

• True

• False

businesses with good or excellent quality typically benefit from enhanced reputation, increased market share, and higher profits.

• True

• False

Total Quality Management (TQM) refers to a quest for quality in an organization.

• True

• False

One of the obstacles to implementing TQM is the lack of a company-wide definition of quality.

• True

• False

The PDSA Cycle stands for Plan-Do-Study-Act and is used for continuous improvement.

• True

• False

Quality should be viewed as a "quick fix" to achieve short-term financial results.

• True

• False

Problem-solving in TQM should focus on eliminating the cause so that the problem does not recur.

• True

• False