4.03 Quality Management Quiz

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