Question 1. ISO requirements include all of the following, except

• monitoring customer satisfaction.
• establishing measuring methods to assure product requirements are attained.
• continuous improvement is optional.
• establishing planning activities.

Question 2. According to your text, the Baldrige Criteria, and Deming's 14 points, strategy development requires a mission and vision. Commitment to aims and purposes by senior leaders is specifically addressed in the Leadership category discussed under

• teach and institute leadership.
• improve constantly.
• learn the new philosophy.
• statement of purpose.

Question 3. Which of the following is true regarding production of services?

• Compared to manufacturing, it is easier for service organizations to identify and measure customers’ needs and performance standards as they involve human contact.
• The production of services typically requires a lower degree of customization than does manufacturing.
• Compared to manufacturing, production of services is typically less labor intensive.
• Services are produced and consumed simultaneously.

Question 4. The _____ represent the underlying philosophy of the Baldrige criteria.

• core values and concepts
• basic elements of improvement
• principles of quality management
• quincunx

Question 5. Question : Of the four levels of awards given in Australia, the _____ recipients will demonstrate approach and deployment that are well defined, planned, subject to review, and show evidence of improvement over time.

• Foundation in Business Excellence Level
• Bronze Award Level
• Silver Award Level
• Gold Award Level

Question 6. In Juran’s quality trilogy, the process of preparing to meet quality goals is called

• quality leadership.
• quality control.
• quality improvement.
• quality planning.

Question 7.  Ishikawa is best known for developing a popular quality improvement tool called the

• u-chart.
• process capability index.
• histogram.
• cause-and-effect diagram.

Question 8. According to Deming, a product or service possesses quality if

• the production process engages more workforce.
• the cost of the product or service exceeds its benefit.
• it enjoys a sustainable market.
• it shows variations in its production process.

Question 9.  According to Point 1 of Deming’s 14 points for quality improvement, the responsibility of improving a firm’s competitive position lies with

• top management.
• suppliers.
• middle management.
• employees.

Question 10.  With regard to quality management systems, a _____ serves as a permanent reference for implementing and maintaining the system.

• quality minute book
• quality manual
• quality policy
• quality trilogy