Test Bank & Instructor’s Solutions Manual
to accompany
QUALITY MANAGEMENT
for Organizational Excellence
Seventh Edition
David L. Goetsch
Stanley B. Davis
__________________________________________________________________________________
1
, TEST BANK
Chapter One
THE TOTAL QUALITY APPROACH TO QUALITY
MANAGEMENT
TRUE/FALSE: Place T or F in the space provided to the left of the statement.
__T___1. Quality deals not only products and services but also includes people, processes, and
environments.
__F___2. Joseph M. Juran is best known for the Seven Deadly Diseases.
__T___3. Today’s consumers define quality as being flawless and having all of the attributes
they want in just the way they want them.
_T____4. According to the Three-Legged Stool of Total Quality, the seat of the stool is customer
focus.
__F___5. Quality management has o future in the 21st century.
__T___6. Peak performance is essential to organizations that operate in a globally competitive
environment.
MULTIPLE CHOICE: Circle the letter before the correct answer in each of the following
questions.
1. The total quality approach has which of the following characteristics?
A. ( Teamwork )
B. Obsession with quantity
C. Confusion and poor leadership
D. One employee in charge
2. Customers want an excellent product or service from an organization that also provides:
A. The Deming Cycle
B. Quick fixes
C. ( Reliable delivery and after purchase support )
D. Stamps
2
,3. Which of the following functions is part of the Juran Trilogy?
A. Pareto Principle
B. ( Quality planning )
C. Unity of purpose
D. Six Sigma Program
4. Crosby's Quality Vaccine consists of three ingredients. Which of the following is not one
of the three ingredients?
A. ( Teamwork )
B. Education
C. Determination
D. Implementation
5. Which of the following is a trend that will shape the future of quality management?
A. The Deming Cycle.
B. The Juran Trilogy.
C. Global economy.
D. ( Increasing global competition. )
6. Which of the following certifications is for managers who lead and champion continual-
process improvement initiatives?
A. Calibration technician
B. Six Sigma Green Belt
C. ( Manager of Quality/Organizational Excellence )
D. Quality Process Analyst
Chapter Two
QUALITY AND GLOBAL COMPETITIVENESS
TRUE OR FALSE: Place T or F in the space provided to the left of the statement.
__F___1. U.S companies, mistakenly seeing quality as the issue, learned that quantity was the
key to success in the global marketplace.
__T___2. The need to improve an organization’s financial condition correlated directly with the
process of making and measuring quality improvements.
__T___3. A nation's ability to compete in the global marketplace has a direct bearing on the
quality of life of its citizens.
__F___4. The only way the U.S. can overcome business-related inhibitors is for the government
to enact policies that will reduce non-value-added costs to a minimum.
3
, __T___5. In order to be an exporter, a manufacturer must be able to outperform foreign
competitors in terms of both quality and productivity.
___T__6. Management-by-accounting encourages short-term cost cutting instead of long-term
improvement.
MULTIPLE CHOICE: Circle the letter before the correct answer in each of the following
questions.
1. Of the trends listed below, which one increases the level of globalization in business?
A. Growing irrelevance of distance.
B. Shifts in the interest rates.
C. ( Quality of the product. )
D. Rise of small towns.
2. Which of the following statements are considered true concerning the affects of global
integration?
A. It has helped fuel economic growth throughout the industrialized world.
B. It can be the Achilles heel of economic growth.
C. Downturns in one country can now have a ripple effect that quickly spreads to other
countries.
D. ( All of the above )
4
to accompany
QUALITY MANAGEMENT
for Organizational Excellence
Seventh Edition
David L. Goetsch
Stanley B. Davis
__________________________________________________________________________________
1
, TEST BANK
Chapter One
THE TOTAL QUALITY APPROACH TO QUALITY
MANAGEMENT
TRUE/FALSE: Place T or F in the space provided to the left of the statement.
__T___1. Quality deals not only products and services but also includes people, processes, and
environments.
__F___2. Joseph M. Juran is best known for the Seven Deadly Diseases.
__T___3. Today’s consumers define quality as being flawless and having all of the attributes
they want in just the way they want them.
_T____4. According to the Three-Legged Stool of Total Quality, the seat of the stool is customer
focus.
__F___5. Quality management has o future in the 21st century.
__T___6. Peak performance is essential to organizations that operate in a globally competitive
environment.
MULTIPLE CHOICE: Circle the letter before the correct answer in each of the following
questions.
1. The total quality approach has which of the following characteristics?
A. ( Teamwork )
B. Obsession with quantity
C. Confusion and poor leadership
D. One employee in charge
2. Customers want an excellent product or service from an organization that also provides:
A. The Deming Cycle
B. Quick fixes
C. ( Reliable delivery and after purchase support )
D. Stamps
2
,3. Which of the following functions is part of the Juran Trilogy?
A. Pareto Principle
B. ( Quality planning )
C. Unity of purpose
D. Six Sigma Program
4. Crosby's Quality Vaccine consists of three ingredients. Which of the following is not one
of the three ingredients?
A. ( Teamwork )
B. Education
C. Determination
D. Implementation
5. Which of the following is a trend that will shape the future of quality management?
A. The Deming Cycle.
B. The Juran Trilogy.
C. Global economy.
D. ( Increasing global competition. )
6. Which of the following certifications is for managers who lead and champion continual-
process improvement initiatives?
A. Calibration technician
B. Six Sigma Green Belt
C. ( Manager of Quality/Organizational Excellence )
D. Quality Process Analyst
Chapter Two
QUALITY AND GLOBAL COMPETITIVENESS
TRUE OR FALSE: Place T or F in the space provided to the left of the statement.
__F___1. U.S companies, mistakenly seeing quality as the issue, learned that quantity was the
key to success in the global marketplace.
__T___2. The need to improve an organization’s financial condition correlated directly with the
process of making and measuring quality improvements.
__T___3. A nation's ability to compete in the global marketplace has a direct bearing on the
quality of life of its citizens.
__F___4. The only way the U.S. can overcome business-related inhibitors is for the government
to enact policies that will reduce non-value-added costs to a minimum.
3
, __T___5. In order to be an exporter, a manufacturer must be able to outperform foreign
competitors in terms of both quality and productivity.
___T__6. Management-by-accounting encourages short-term cost cutting instead of long-term
improvement.
MULTIPLE CHOICE: Circle the letter before the correct answer in each of the following
questions.
1. Of the trends listed below, which one increases the level of globalization in business?
A. Growing irrelevance of distance.
B. Shifts in the interest rates.
C. ( Quality of the product. )
D. Rise of small towns.
2. Which of the following statements are considered true concerning the affects of global
integration?
A. It has helped fuel economic growth throughout the industrialized world.
B. It can be the Achilles heel of economic growth.
C. Downturns in one country can now have a ripple effect that quickly spreads to other
countries.
D. ( All of the above )
4
