WorksheetsQuality Management Worksheet
Total questions: 40
Worksheet time: 20mins
According to the transcendental approach, quality is...
difficult to define, often considered as an absolute or inherent excellence
easily measurable by standard metrics
primarily determined by customer satisfaction
only related to product durability
The dimension of service quality related to speed in addressing customer issues is...
responsiveness
reliability
empathy
assurance
Quality according to the value-based approach is...
the degree of excellence at an acceptable price and the control of variability at an acceptable cost
the strict adherence to industry standards regardless of cost
the achievement of maximum output with minimum input
the implementation of the latest technology in all processes
The definition of quality according to Crosby (1979) emphasizes that...
quality is conformance to requirements
quality is meeting customer expectations
quality is achieving zero defects
quality is continuous improvement
The era marked by the emergence of ISO 9000 and BS5750 standards is...
the standardization era
the automation era
the digital era
the globalization era
The concept of 'Zero Defect' was developed by...
Philip B. Crosby
W. Edwards Deming
Joseph Juran
Kaoru Ishikawa
The Pareto principle stating that 80% of effects come from 20% of causes was further developed by...
Joseph M. Juran
Vilfredo Pareto
Peter Drucker
W. Edwards Deming
The concept of 'Total Quality Control' was first introduced by...
Armand V. Feigenbaum
W. Edwards Deming
Joseph Juran
Philip Crosby
Juran Trilogy consists of the following components, EXCEPT...
Quality Improvement
Quality Planning
Quality Control
Quality Assurance
What is Total Quality Management (TQM)?
focuses on continuous improvement involving all employees
is a method for reducing the number of employees in an organization
is a financial strategy for maximizing profits
is a marketing technique for increasing sales
Six Sigma measures the maximum failure rate of...
3.4 defects per million opportunities
34 defects per million opportunities
340 defects per million opportunities
0.34 defects per million opportunities
A significant change in ISO 9001:2008 to ISO 9001:2015 is the addition of the clause...
risk-based thinking
documented procedures
customer satisfaction
management review
Which of the following is NOT a characteristic of TQM?
Short-term focus (TQM is characterized by long-term focus, teamwork, customer focus, etc.)
Long-term focus
Teamwork
Customer focus
The customer satisfaction formula is...
Customer Satisfaction = Perception - Expectation
Customer Satisfaction = Expectation - Perception
Customer Satisfaction = Perception + Expectation
Customer Satisfaction = Perception × Expectation
The method for measuring customer satisfaction by analyzing customers who have stopped subscribing is called...
churn analysis
sentiment analysis
market segmentation
customer profiling
A characteristic of a successful organization that makes customer focus EXCEPT...
Ignoring customer feedback (successful organizations focus on customer feedback)
Listening to customer needs
Adapting products based on customer input
Providing excellent customer service
Voice of Customer (VOC) in quality management is...
the process of capturing customers' expectations, preferences, and aversions
the process of training employees for quality improvement
the method of reducing production costs
the system for monitoring supplier performance
The principle of leadership in quality management emphasizes the importance of...
setting a clear vision and direction
delegating all responsibilities to subordinates
focusing only on short-term goals
avoiding communication with team members
Strategic components of quality management consist of...
planning, control, and improvement
design, marketing, and sales
production, distribution, and finance
recruitment, training, and compensation
SWOT analysis in strategic quality planning is used for...
identifying strengths, weaknesses, opportunities, and threats
measuring employee satisfaction
calculating financial ratios
designing marketing campaigns
Fill in the blank: ________ is the process of improving the quality of products and services.
Quality Improvement
Product Design
Market Analysis
Cost Reduction
Fill in the blank: Mutu sebagai perbandingan kinerja dengan harga yang dapat diterima means Quality as a comparison of performance with ________ that can be accepted.
price
speed
color
size
Fill in the blank: ________ is only applied in the production department.
Hanya diterapkan di departemen produksi
Hanya diterapkan di departemen pemasaran
Hanya diterapkan di departemen keuangan
Hanya diterapkan di departemen sumber daya manusia
Fill in the blank: 340 failures per ________ opportunities.
million
thousand
hundred
billion
Fill in the blank: The context of ________ is important in quality management.
The Organization
The Product
The Customer
The Supplier
Fill in the blank: Involvement of all ________ members is crucial for quality improvement.
organization
family
student
government
Fill in the blank: Result + Expectation = ________.
Value
Sum
Difference
Product
Fill in the blank: ________ analysis is used to understand why customers are lost.
Lost customer
Market share
Competitor
Product
Fill in the blank: Making it easier for customers to ________ complaints is a part of quality management.
convey
ignore
celebrate
hide
Fill in the blank: Annual ________ surveys help measure customer satisfaction.
customer satisfaction
employee engagement
market research
financial audit
Fill in the blank: Leaders are chosen based on their ________.
education
height
favorite color
hobbies
Fill in the blank: Respect or ________ is important in organizational culture.
honor
delay
conflict
ignorance
Fill in the blank: Focus only on ________ results is a limitation in some organizations.
financial
operational
technical
marketing
Fill in the blank: Continuous learning, education, and ________ are key for quality improvement.
training
competition
punishment
neglect
Fill in the blank: Only strategy ________ is not enough for quality improvement.
implementation
planning
discussion
evaluation
Fill in the blank: Using simple ________ is recommended for effective communication.
words
equations
gestures
drawings
Fill in the blank: Calculating ________ cost is important in production.
production
transportation
advertising
maintenance
Fill in the blank: Organizational ________ is a concept in management.
level
color
weather
flavor
Fill in the blank: The base of the ________ is fundamental in organizational structure.
pyramid
circle
cube
triangle
Mutu hanya tanggung jawab departemen ________.
khusus
umum
keuangan
pemasaran
