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Chapter 08 - Managing Quality
Chapter 8 Managing Quality Answer Key
Multiple-Choice Questions
1. Mean time between failure
2. SERVQUAL measures which dimension of service quality?
3. The number of defects in a product measures
Chapter 08 - Managing Quality
13. The six-step quality cycle approach includes all of the following EXCEPT
14. Poka-yoke is
15. Which of the following is correct about the philosophies advocated by Joseph Juran?
Chapter 08 - Managing Quality
19. The reason for failure of quality improvement efforts is
20. If an organization were having difficulty trying to get customers' opinions into the
definition of quality, which of the following approaches would be most suitable?
21. The Baldrige Award is given in which of the following categories?
Chapter 08 - Managing Quality
22. The meaning of quality management has evolved greatly over the past century. Which of
the following statements best exemplifies the current meaning of quality management?
23. The four dimensions of product quality include all of the following EXCEPT
24. Reliability refers to
Chapter 08 - Managing Quality
25. Service quality is based on the gap between
26. Which of the following is NOT a dimension of SERVQUAL?
27. Which of the following is NOT an element of the quality cycle?
Chapter 08 - Managing Quality
8-10
28. The concept of mistake-proofing was first developed in the 1960s by Shigeo Shingo. It
was called
29. Which of the following matches between the quality pioneers and their philosophies is
INCORRECT?
30. Which of the following statements concerning ISO 9000 is FALSE?
