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1. Question : (TCO 2) Which of the following perspectives of quality judges quality of a product on the basis of conforming to product specifications?

Manufacturing perspective

User perspective

Value perspective

Transcendent perspective

Question 2. Question : (TCO 2) The quality assurance function helps to achieve quality by

ensuring that the firm provides adequate training to its salespeople so that they can appropriately answer all customer queries.

ensuring that the firm complies with laws and regulations regarding such things as product labeling, packaging, safety, and transportation.

providing special statistical studies and analyses to the manufacturing or business support functions.

authorizing sufficient budgeting for equipment, training, and other means of assuring quality.

Question 3. Question : (TCO 1) Which of the following is a negative impact of information technology on the customer service provided by service organizations?

It has increased the labor intensity involved in the production of services.

It has resulted in lesser personal interaction between consumers and service providers leading to decreased customer satisfaction among some consumers.

It has decreased the speed of service.

It has restricted the ability of the customers to compare products with competitor brands before making a purchase.

Question 4. Question : (TCO 1) Kosher’s, a supermarket in Surbury, employs various strategies to provide good quality products to consumers at lower prices compared to other competing stores. This marketing strategy is most likely to influence the _____ perspective of quality.





Question 5. Question : (TCO 1) The inspection and testing function in a manufacturing system contributes to the quality of the product by

gathering information that can be used to improve the quality of the products.

selecting quality-conscious suppliers and ensuring that purchase orders clearly define the quality requirements specified by product design and engineering.

designing and maintaining the tools used in manufacturing of products.

selecting appropriate technologies, equipment, and work methods for producing quality products.

Question 6. Question : (TCO 2) According to Peter Scholtes, a noted consultant, when people don’t understand systems

they try to resist the process of change.

they are less likely to distinguish between fact and opinion.

they don’t see events as individual incidents but assume it to be the combined result of several independent forces.

they don’t understand the ancient African saying, “It takes a whole village to raise a child.”

Question 7. Question : (TCO 2) The maintenance of a quality management system is accomplished by

daily inspections.

weekly staff meetings.

internal audits.

external audits.

Question 8. Question : (TCO 2) A _____ is a set of functions or activities within an organization that work together for the aim of the organization.



hidden factory


Question 9. Question : (TCO 1) Which of the following terms best represents a firm’s ability to achieve market superiority?



Quality assurance

Competitive advantage

Question 10. Question : (TCO 1) Which of the following perspectives of quality provides the basis for coordinating the entire value chain?

Customer perspective

User perspective

Transcendent perspective

Value perspective

1. Question : (TCO 1) Deming preached the importance of top management leadership, customer-supplier partnerships, and what else that is important to a company?

Deming recognised the importance of viewing management processes statistically. He preached the importance of top management leadership, customer-supplier partnerships, and continuous improvement in product development and manufacturing processes.

He never defined Quality precisely, but variation is the chief culprit of poor quality. He claimed that higher quality leads to higher productivity and long-term competitiveness.

His theory is that improvements in quality lead to lower cost because they result in less rework, fewer mistakes, fewer delays and better use of time and resources.

Question 2. Question : (TCO 2) Systems thinking goes beyond just processes. It also includes what else?



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