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WorksheetsModule 11: Keep It Quality
Total questions: 23
Worksheet time: 12mins
A product that is useful and performs its job well demonstrates which of the following components of quality:
Excellence
Value
Conformance to specifications
Customer satisfaction
When a customer considers a product to be worth the money s/he spent on it, the product demonstrates which of the following components of quality:
Excellence
Value
Conformance to specifications
Customer satisfaction
Which of the following is a true statement regarding quality management:
It involves only upper-level managers.
It requires a short-term commitment.
It is used mostly in the manufacturing industry.
It is an ongoing process.
Quality management is a
tool.
technique.
six-step process.
philosophy.
Which of the following is a process that weeds out defective products after they’ve been created:
Quality control
Quality assurance
Quality improvement
Quality command
Which of the following is a system that focuses on preventing defective products from being created in the first place:
Quality control
Quality assurance
Quality improvement
Quality command
Making changes in the organization as a means of maintaining quality is an example of
quality control.
quality assurance.
quality improvement.
quality command.
One of the most important characteristics of a quality good is
tangibles.
empathy.
reliability.
responsiveness.
A good that is easy to fix and maintain is said to be
durable.
empathetic.
serviceable.
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?
Empathy
Reliability
Tangibles
Serviceability
Which of the following is a factor that keeps quality at the forefront of the modern business world:
Weather patterns
Consumer pressure
Outdated technology
Currency fluctuations
Which of the following is a true statement regarding quality management and the environment:
Organizations should regard environmental issues above customer satisfaction.
Quality-management plans should create environmentally sustainable processes and products.
Environmental issues have little to no impact on quality management.
Creating quality products is usually harmful to the environment.
Which of the following is a potential benefit of implementing quality management:
Unchanging organizational vision
Lower taxes
Increased costs
Increased consistency
Quality management must begin at which level of a company?
Leadership
Contractors
Individual/Job
Departmental
A proofreader making sure every word in a document is spelled correctly is an example of quality management at which of the following levels:
Executive
Managerial
Job/Performance
Departmental
Which of the following is a potential challenge when implementing quality management:
Too-specific goals and plans
A budget surplus
Difficult laws/regulations
Lack of integration
The cost of employing product inspectors is a(n) ________ cost.
prevention
appraisal
internal failure
external failure
The cost associated with throwing out defective products as they come off the production line is a(n) ________ cost.
prevention
appraisal
internal failure
external failure
When a customer returns a defective product for a refund, it’s a(n) ________ cost.
prevention
appraisal
internal failure
external failure
Six Sigma is a popular quality-management
questionnaire.
methodology.
requirement.
technique.
What is the primary goal of quality control processes in business operations?
To increase production speed
To ensure products meet specified standards
To reduce employee workload
To maximise profit margins
In quality control, what is a "defect"?
A new product feature
A mistake or flaw in a product
A type of customer feedback
A financial term
What is the primary focus of Six Sigma in business process improvement?
Increasing the number of products
Reducing defects and improving quality
Expanding the business globally
Increasing employee salaries
