Chapter 09 – Management of Quality
83. TQM stands for:
84. Which of the following is an element of TQM?
Chapter 09 – Management of Quality
85. Management behaviors supporting an organizational culture that encourages continuous
improvement include which of the following?
(I) develop a vision statement for the organization
(II) develop a reward system that promotes the philosophy
(III) institute continuous training programs
(IV) make decisions that adhere to the philosophy
86. The tool that is useful in documenting the current process is:
Chapter 09 – Management of Quality
87. The tool that is useful in the collection and organization of data is:
88. A quality improvement technique that involves the sharing of thoughts and ideas in a way
that encourages unrestrained collective thinking is:
Chapter 09 – Management of Quality
89. In order for TQM to be successful, it is essential that most of the organization be
_________.
90. Which of the following raises quality risks?
Chapter 09 – Management of Quality
91. Focusing attention on the most important problem areas is referred to as:
92. A chart showing the number of occurrences by category would be used in:
Chapter 09 – Management of Quality
93. Cause-and-effect diagrams are sometimes called:
94. The process of identifying other organizations that are best at some facet of your
operations, and then modeling your organization after them is known as:
Chapter 09 – Management of Quality
95. Giving workers responsibility for quality improvements and authority to make changes is
known as:
96. The typical difference between “quality circles” and “continuous improvement teams” is
________.
Chapter 09 – Management of Quality
97. Which of the following is not a goal of process improvement?
98. Managers have obligations to a wide variety of stakeholders such as shareholders,
employees and customers. When considering outsourcing production to offshore suppliers,
managers have to weigh __.
I) Cost benefits that might make shareholders wealthier
II) Quality issues that might make firms less productive and/or products riskier
III) The investments already tied up in relationships with existing suppliers
Chapter 09 – Management of Quality
99. Focusing a supply chain on ________________ is a modern way of ensuring high quality
inputs and a ready supply of process-improvement ideas.
100. As regards quality risks, which of the following would be least likely to involve
outsourcing to less-developed countries?
Chapter 09 – Management of Quality
101. If customer satisfaction doesn’t always lead to customer loyalty, firms may need to focus
additional effort on __________ strategies.
102. Before a dimension of quality can be made operationally useful, it must be restated in
some ___________ form.