??
ED
OV
PR
AP
?_
IA
UV
ST
, TABLE OF CONTENTS
Test Bank: Managing for Quality and Performance Excellence, 11th
Edition
Authors: James Evans, William Lindsay
ST
Part 1. Principles of Quality
UV
Chapter 1. Introduction to Quality
Chapter 2. Foundations of Quality Management
Chapter 3. Customer Focus
IA
Chapter 4. Workforce Focus
Chapter 5. Process Focus
?_
Part 2. Tools and Techniques for Quality
Chapter 6. Statistical Methods in Quality Management
AP
Chapter 7. Design for Quality and Product Excellence
Chapter 8. Measuring and Controlling Quality
Chapter 9. Process Improvement and Six Sigma
PR
Part 3. Beyond Quality Management: Managing for Performance Excellence
Chapter 10. The Baldrige Framework for Performance Excellence
Chapter 11. Strategy and Performance Excellence
OV
Chapter 12. Measurement and Knowledge Management for Performance Excellence
Chapter 13. Leadership for Performance Excellence
Chapter 14. Building and Sustaining Quality and Performance Excellence
ED
? ?
,Name: Class: Date:
Chapter 01: Introduction to Quality
Indicate whether the statement is true or false.
1. People view quality subjectively and in relation to differing criteria based on their individual roles in the production-
marketing value chain.
a. True
ST
b. False
2. The transcendent definition of quality was first defined as the goodness of a product.
a. True
UV
b. False
3. According to the product perspective of quality, smaller numbers of product attributes are equivalent to higher quality.
a. True
b. False
IA
4. The user perspective of quality judges a product based on how well the product performs its intended function.
a. True
?_
b. False
5. According to the manufacturing perspective of quality, quality is based on consistency in goods and services.
a. True
AP
b. False
6. Inspection was the primary means of quality control during the first half of the twentieth century.
a. True
b. False
PR
7. During the 1940s and 1950s, after World War II, the quality of products was the most important priority of top
managers as it was recognized as the key to worldwide success.
a. True
OV
b. False
8. Although quality can drive business success, it cannot guarantee it, and one must not infer that business failures or
stock price drops are the result of poor quality.
a. True
ED
b. False
9. The Six Sigma approach for quality improvement requires increased levels of training and education for managers, but
not for front-line employees.
a. True
??
b. False
10. It is the responsibility of marketing and sales employees to learn about the products and product features that
consumers want and know the prices that consumers are willing to pay for them.
a. True
b. False
Powered by Cognero Page 1
, Name: Class: Date:
Chapter 01: Introduction to Quality
11. The receiving department in an organization ensures that the delivered items are of the quality specified by the
purchase contract.
a. True
b. False
ST
12. The function of tool engineers in manufacturing industries is to work with product design engineers to develop
realistic specifications.
a. True
b. False
UV
13. Inspection should be used as a means of gathering information that can be used to improve quality, not simply to
remove defective items.
a. True
b. False
IA
14. If quality is built into the product properly, inspection should be unnecessary except for auditing purposes and
functional testing.
a. True
?_
b. False
15. The production of services typically requires a lower degree of customization than does manufacturing.
a. True
AP
b. False
16. Services cannot be stored, inventoried, or inspected prior to delivery as manufactured goods are.
a. True
PR
b. False
17. Manufacturing is generally more labor intensive compared to services.
a. True
OV
b. False
18. Services are produced prior to consumption.
a. True
b. False
ED
19. Customers evaluate a service primarily by the quality of the human contact.
a. True
b. False
??
20. The rapid increase in liability suits has made legal services an important aspect of quality assurance.
a. True
b. False
21. Accounting data are useful in identifying areas of quality improvement and tracking the progress of quality
improvement programs.
Powered by Cognero Page 2
ED
OV
PR
AP
?_
IA
UV
ST
, TABLE OF CONTENTS
Test Bank: Managing for Quality and Performance Excellence, 11th
Edition
Authors: James Evans, William Lindsay
ST
Part 1. Principles of Quality
UV
Chapter 1. Introduction to Quality
Chapter 2. Foundations of Quality Management
Chapter 3. Customer Focus
IA
Chapter 4. Workforce Focus
Chapter 5. Process Focus
?_
Part 2. Tools and Techniques for Quality
Chapter 6. Statistical Methods in Quality Management
AP
Chapter 7. Design for Quality and Product Excellence
Chapter 8. Measuring and Controlling Quality
Chapter 9. Process Improvement and Six Sigma
PR
Part 3. Beyond Quality Management: Managing for Performance Excellence
Chapter 10. The Baldrige Framework for Performance Excellence
Chapter 11. Strategy and Performance Excellence
OV
Chapter 12. Measurement and Knowledge Management for Performance Excellence
Chapter 13. Leadership for Performance Excellence
Chapter 14. Building and Sustaining Quality and Performance Excellence
ED
? ?
,Name: Class: Date:
Chapter 01: Introduction to Quality
Indicate whether the statement is true or false.
1. People view quality subjectively and in relation to differing criteria based on their individual roles in the production-
marketing value chain.
a. True
ST
b. False
2. The transcendent definition of quality was first defined as the goodness of a product.
a. True
UV
b. False
3. According to the product perspective of quality, smaller numbers of product attributes are equivalent to higher quality.
a. True
b. False
IA
4. The user perspective of quality judges a product based on how well the product performs its intended function.
a. True
?_
b. False
5. According to the manufacturing perspective of quality, quality is based on consistency in goods and services.
a. True
AP
b. False
6. Inspection was the primary means of quality control during the first half of the twentieth century.
a. True
b. False
PR
7. During the 1940s and 1950s, after World War II, the quality of products was the most important priority of top
managers as it was recognized as the key to worldwide success.
a. True
OV
b. False
8. Although quality can drive business success, it cannot guarantee it, and one must not infer that business failures or
stock price drops are the result of poor quality.
a. True
ED
b. False
9. The Six Sigma approach for quality improvement requires increased levels of training and education for managers, but
not for front-line employees.
a. True
??
b. False
10. It is the responsibility of marketing and sales employees to learn about the products and product features that
consumers want and know the prices that consumers are willing to pay for them.
a. True
b. False
Powered by Cognero Page 1
, Name: Class: Date:
Chapter 01: Introduction to Quality
11. The receiving department in an organization ensures that the delivered items are of the quality specified by the
purchase contract.
a. True
b. False
ST
12. The function of tool engineers in manufacturing industries is to work with product design engineers to develop
realistic specifications.
a. True
b. False
UV
13. Inspection should be used as a means of gathering information that can be used to improve quality, not simply to
remove defective items.
a. True
b. False
IA
14. If quality is built into the product properly, inspection should be unnecessary except for auditing purposes and
functional testing.
a. True
?_
b. False
15. The production of services typically requires a lower degree of customization than does manufacturing.
a. True
AP
b. False
16. Services cannot be stored, inventoried, or inspected prior to delivery as manufactured goods are.
a. True
PR
b. False
17. Manufacturing is generally more labor intensive compared to services.
a. True
OV
b. False
18. Services are produced prior to consumption.
a. True
b. False
ED
19. Customers evaluate a service primarily by the quality of the human contact.
a. True
b. False
??
20. The rapid increase in liability suits has made legal services an important aspect of quality assurance.
a. True
b. False
21. Accounting data are useful in identifying areas of quality improvement and tracking the progress of quality
improvement programs.
Powered by Cognero Page 2
