TQM - Quiz 1

What is the primary focus of quality management according to the text?

• Cost reduction

• Customer satisfaction

• Employee training

• Product design

Which company was one of the first to receive the Baldrige Award in 1988?

• Apple Inc.

• Xerox Corporation

• Motorola, Inc.

• Toyota Motor Company

According to the text, what is a significant factor in determining the long-term success of an organization?

• Quality of products and services

• Employee satisfaction

• Cost efficiency

• Market share

What is the main difference between service quality and manufacturing quality as described in the text?

• Service quality is easier to measure

• Manufacturing quality is more intangible

• Service quality is often customized

• Manufacturing quality is always consistent

Which of the following is a common tool used for measuring customer satisfaction?

• SWOT analysis

• Benchmarking

• Fishbone diagram

• Customer satisfaction surveys

Which of the following is a principle of total quality management (TQM)?

• Focus on short-term results

• Continuous improvement

• Top-down management

• Minimizing customer feedback

Relationship of product benefits to price

• User approach

• Trascendent approach

• Product approach

• Value approach