Chapter 1
1. In the definition Q=P/E the P stands for:
a. probability
b. percent non-conforming
c. time period
d. performance
2. Which of the following is not a dimension of Q:
a. reliability
b. performance
c. control
d. response
3. The area responsible for external customer requirements is:
a. marketing
b. sales
c. procurement
d. product service
4. The area responsible for developing processes and procedures is:
a. design engineering
b. production
c. test and inspection
d. none of the above
,5. The area that does not have direct responsibility for quality is:
a. service
b. marketing
c. packaging and storage
d. quality assurance
6. An effective CEO will utilize:
a. MBWA
b. quarterly employee meetings
c. performance measures
d. all of the above
7. Which of the following are quality control needs serviced by the computer?
a. data collection
b. process control
c. statistical analysis
d. all of the above
8. Automated process control requires
a. feedback
b. cost of poor quality
c. CAPP
d. all of the above
,Chapter 2
1. The art of managing the whole to achieve excellence is a definition of
a. leadership
b. quality
c. continuous improving organization
d. TQM
e. none of the above
2. In the past, decisions were made for the:
a. short term
b. long term
c. managers
d. none of the above
3. Leaders emphasize:
a. empowerment
b. improvement
c. customer satisfaction
d. all of the above
4. The driver for the TQM engine is the:
a. core values
b. strategic planning
c. VP for Quality
d. quality council
, 5. Which of the following is not a core value?
a. agility
b. management for innovation
c. supplier partnership
d. customer driven
6. Which of the following are three of the steps in strategic planning?
a. predict the future, authorization, gap analysis
b. customer needs, alignment, implementation
c. customer position, closing the gap, action plan
d. implementation, assignments, alignment
7. The highest priority of each individual or group of individuals is:
a. What are my customer needs?
b. What corrective action is needed?
c. How do I satisfy my customers?
d. Who are my customers?
8. One of the purposes of customer feedback is to
a. determine corrective action required
b. compare performance with the competition
c. determine quality assurance involvement
d. all of the above.
9. Which of the following is a method of customer feed back?
a. questionnaire
1. In the definition Q=P/E the P stands for:
a. probability
b. percent non-conforming
c. time period
d. performance
2. Which of the following is not a dimension of Q:
a. reliability
b. performance
c. control
d. response
3. The area responsible for external customer requirements is:
a. marketing
b. sales
c. procurement
d. product service
4. The area responsible for developing processes and procedures is:
a. design engineering
b. production
c. test and inspection
d. none of the above
,5. The area that does not have direct responsibility for quality is:
a. service
b. marketing
c. packaging and storage
d. quality assurance
6. An effective CEO will utilize:
a. MBWA
b. quarterly employee meetings
c. performance measures
d. all of the above
7. Which of the following are quality control needs serviced by the computer?
a. data collection
b. process control
c. statistical analysis
d. all of the above
8. Automated process control requires
a. feedback
b. cost of poor quality
c. CAPP
d. all of the above
,Chapter 2
1. The art of managing the whole to achieve excellence is a definition of
a. leadership
b. quality
c. continuous improving organization
d. TQM
e. none of the above
2. In the past, decisions were made for the:
a. short term
b. long term
c. managers
d. none of the above
3. Leaders emphasize:
a. empowerment
b. improvement
c. customer satisfaction
d. all of the above
4. The driver for the TQM engine is the:
a. core values
b. strategic planning
c. VP for Quality
d. quality council
, 5. Which of the following is not a core value?
a. agility
b. management for innovation
c. supplier partnership
d. customer driven
6. Which of the following are three of the steps in strategic planning?
a. predict the future, authorization, gap analysis
b. customer needs, alignment, implementation
c. customer position, closing the gap, action plan
d. implementation, assignments, alignment
7. The highest priority of each individual or group of individuals is:
a. What are my customer needs?
b. What corrective action is needed?
c. How do I satisfy my customers?
d. Who are my customers?
8. One of the purposes of customer feedback is to
a. determine corrective action required
b. compare performance with the competition
c. determine quality assurance involvement
d. all of the above.
9. Which of the following is a method of customer feed back?
a. questionnaire
