Test Bank & Instructor’s Solutions Manual
m m m m m
to accompany
m
QUALITY MANAGEMENT
m
for Organizational Excellence
m m
Seventh Editionm
David L. Goetsch Stanl
m m m
ey B. Davis
m m
UppermSaddlemRiver,mNewmJerse
ymColumbus,mOhio
,Copyrightm ©m 2013,m2010mbymPearsonmEducation,mInc.,mUppermSaddlemRiver,mNewmJerseym07458.
PearsonmPrenticemHall.mAllmrightsmreserved.mPrintedminmthemUnitedmStatesmofmAmerica.mThismpublicationmismprotectedmbym
Copyrightmandmpermissionmshouldmbemobtainedmfrommthempublishermpriormtomanymprohibitedmreproduction,mstorageminmamr
etrievalmsystem,mormtransmissionminmanymformmormbymanymmeans,melectronic,mmechanical,mphotocopying,mrecording,mormli
kewise.mForminformationmregardingmpermission(s),mwritemto:mRightsmandmPermissionsmDepartment.
PearsonmPrenticemHall™m ismamtrademarkmofmPearsonmEducation,mInc.
Pearson®mismamregisteredmtrademarkmofmPearsonmplc
PrenticemHall®mismamregisteredmtrademarkmofmPearsonmEducation,mInc.
InstructorsmofmclassesmusingmGoetschm&mDavis’,mQualitymManagementmformOrganizationalmExcellence,m7thmedition,mmaym
reproducemmaterialmfrommtheminstructor’smmanualmformclassroommuse.
10m 9m 8m 7m 6m 5m 4m 3m 2m 1
ISBN-13:m m 978-0-13-255900-3
ISBN-10: 0-13-255900-5
, TablemofmContents
TestmBank
Chapterm1.................................................................................................................................... 4
Chapterm2.................................................................................................................................... 6
Chapterm3.................................................................................................................................... 8
Chapterm4.................................................................................................................................... 10
Chapterm5.................................................................................................................................... 12
Chapterm6.................................................................................................................................... 14
Chapterm7.................................................................................................................................... 16
Chapterm8.................................................................................................................................... 18
Chapterm9.................................................................................................................................... 20
Chapterm10................................................................................................................................... 22
Chapterm11................................................................................................................................... 24
Chapterm12................................................................................................................................... 26
Chapterm13................................................................................................................................... 28
Chapterm14................................................................................................................................... 30
Chapterm15................................................................................................................................... 32
Chapterm16................................................................................................................................... 34
Chapterm17................................................................................................................................... 36
Chapterm18................................................................................................................................... 38
Chapterm19................................................................................................................................... 40
Chapterm20................................................................................................................................... 42
Chapterm21................................................................................................................................... 44
Chapterm22................................................................................................................................... 46
AnswersmtomReviewmQuestions
Chapterm1.................................................................................................................................... 48
Chapterm2.................................................................................................................................... 53
Chapterm3.................................................................................................................................... 56
Chapterm4.................................................................................................................................... 58
Chapterm5.................................................................................................................................... 61
Chapterm6.................................................................................................................................... 67
Chapterm7.................................................................................................................................... 72
Chapterm8.................................................................................................................................... 76
Chapterm9.................................................................................................................................... 80
Chapterm10.................................................................................................................................. 86
Chapterm11.................................................................................................................................. 89
Chapterm12.................................................................................................................................. 97
Chapterm13.................................................................................................................................. 104
Chapterm14.................................................................................................................................. 106
Chapterm15.................................................................................................................................. 108
Chapterm16.................................................................................................................................. 112
Chapterm17.................................................................................................................................. 118
Chapterm18.................................................................................................................................. 121
Chapterm19.................................................................................................................................. 124
Chapterm20.................................................................................................................................. 130
Chapterm21.................................................................................................................................. 134
Chapterm22.................................................................................................................................. 139
TransparencymMasters............................................................................................................. 143
, TEST BANK m
ChaptermOne
THE TOTAL QUALITY APPROACH TO QUALITY MANA
m m m m m m
GEMENT
TRUE/FALSE:mPlacemTmormFminmthemspacemprovidedmtomthemleftmofmthemstatement.
1.m Qualitymdealsmnotmonlymproductsmandmservicesmbutmalsomincludesmpeople,mprocesses,ma
ndmenvironments.
2.m JosephmM.mJuranmismbestmknownmformthemSevenmDeadlymDiseases.
3.m Today’smconsumersmdefinemqualitymasmbeingmflawlessmandmhavingmallmofmthemattributesmth
eymwantminmjustmthemwaymtheymwantmthem.
4.m AccordingmtomthemThree-
LeggedmStoolmofmTotalmQuality,mthemseatmofmthemstoolmismcustomermfocus.
5.m Qualitymmanagementmhasmomfutureminmthem21stmcentury.
6.m Peakmperformancemismessentialmtomorganizationsmthatmoperateminmamgloballymcompetiti
vemenvironment.
MULTIPLEmCHOICE:mCirclemthemlettermbeforemthemcorrectmanswerminmeachmofmthemfollowingmq
uestions.
1. Themtotalmqualitymapproachmhasmwhichmofmthemfollowingmcharacteristics?
A. Teamwork
B. Obsessionmwithmquantity
C. Confusionmandmpoormleadership
D. Onememployeeminmcharge
2. Customersmwantmanmexcellentmproductmormservicemfrommanmorganizationmthatmalsomprovides:
A. ThemDemingmCycle
B. Quickmfixes
C. Reliablemdeliverymandmaftermpurchasemsupport
D. Stamps
4
m m m m m
to accompany
m
QUALITY MANAGEMENT
m
for Organizational Excellence
m m
Seventh Editionm
David L. Goetsch Stanl
m m m
ey B. Davis
m m
UppermSaddlemRiver,mNewmJerse
ymColumbus,mOhio
,Copyrightm ©m 2013,m2010mbymPearsonmEducation,mInc.,mUppermSaddlemRiver,mNewmJerseym07458.
PearsonmPrenticemHall.mAllmrightsmreserved.mPrintedminmthemUnitedmStatesmofmAmerica.mThismpublicationmismprotectedmbym
Copyrightmandmpermissionmshouldmbemobtainedmfrommthempublishermpriormtomanymprohibitedmreproduction,mstorageminmamr
etrievalmsystem,mormtransmissionminmanymformmormbymanymmeans,melectronic,mmechanical,mphotocopying,mrecording,mormli
kewise.mForminformationmregardingmpermission(s),mwritemto:mRightsmandmPermissionsmDepartment.
PearsonmPrenticemHall™m ismamtrademarkmofmPearsonmEducation,mInc.
Pearson®mismamregisteredmtrademarkmofmPearsonmplc
PrenticemHall®mismamregisteredmtrademarkmofmPearsonmEducation,mInc.
InstructorsmofmclassesmusingmGoetschm&mDavis’,mQualitymManagementmformOrganizationalmExcellence,m7thmedition,mmaym
reproducemmaterialmfrommtheminstructor’smmanualmformclassroommuse.
10m 9m 8m 7m 6m 5m 4m 3m 2m 1
ISBN-13:m m 978-0-13-255900-3
ISBN-10: 0-13-255900-5
, TablemofmContents
TestmBank
Chapterm1.................................................................................................................................... 4
Chapterm2.................................................................................................................................... 6
Chapterm3.................................................................................................................................... 8
Chapterm4.................................................................................................................................... 10
Chapterm5.................................................................................................................................... 12
Chapterm6.................................................................................................................................... 14
Chapterm7.................................................................................................................................... 16
Chapterm8.................................................................................................................................... 18
Chapterm9.................................................................................................................................... 20
Chapterm10................................................................................................................................... 22
Chapterm11................................................................................................................................... 24
Chapterm12................................................................................................................................... 26
Chapterm13................................................................................................................................... 28
Chapterm14................................................................................................................................... 30
Chapterm15................................................................................................................................... 32
Chapterm16................................................................................................................................... 34
Chapterm17................................................................................................................................... 36
Chapterm18................................................................................................................................... 38
Chapterm19................................................................................................................................... 40
Chapterm20................................................................................................................................... 42
Chapterm21................................................................................................................................... 44
Chapterm22................................................................................................................................... 46
AnswersmtomReviewmQuestions
Chapterm1.................................................................................................................................... 48
Chapterm2.................................................................................................................................... 53
Chapterm3.................................................................................................................................... 56
Chapterm4.................................................................................................................................... 58
Chapterm5.................................................................................................................................... 61
Chapterm6.................................................................................................................................... 67
Chapterm7.................................................................................................................................... 72
Chapterm8.................................................................................................................................... 76
Chapterm9.................................................................................................................................... 80
Chapterm10.................................................................................................................................. 86
Chapterm11.................................................................................................................................. 89
Chapterm12.................................................................................................................................. 97
Chapterm13.................................................................................................................................. 104
Chapterm14.................................................................................................................................. 106
Chapterm15.................................................................................................................................. 108
Chapterm16.................................................................................................................................. 112
Chapterm17.................................................................................................................................. 118
Chapterm18.................................................................................................................................. 121
Chapterm19.................................................................................................................................. 124
Chapterm20.................................................................................................................................. 130
Chapterm21.................................................................................................................................. 134
Chapterm22.................................................................................................................................. 139
TransparencymMasters............................................................................................................. 143
, TEST BANK m
ChaptermOne
THE TOTAL QUALITY APPROACH TO QUALITY MANA
m m m m m m
GEMENT
TRUE/FALSE:mPlacemTmormFminmthemspacemprovidedmtomthemleftmofmthemstatement.
1.m Qualitymdealsmnotmonlymproductsmandmservicesmbutmalsomincludesmpeople,mprocesses,ma
ndmenvironments.
2.m JosephmM.mJuranmismbestmknownmformthemSevenmDeadlymDiseases.
3.m Today’smconsumersmdefinemqualitymasmbeingmflawlessmandmhavingmallmofmthemattributesmth
eymwantminmjustmthemwaymtheymwantmthem.
4.m AccordingmtomthemThree-
LeggedmStoolmofmTotalmQuality,mthemseatmofmthemstoolmismcustomermfocus.
5.m Qualitymmanagementmhasmomfutureminmthem21stmcentury.
6.m Peakmperformancemismessentialmtomorganizationsmthatmoperateminmamgloballymcompetiti
vemenvironment.
MULTIPLEmCHOICE:mCirclemthemlettermbeforemthemcorrectmanswerminmeachmofmthemfollowingmq
uestions.
1. Themtotalmqualitymapproachmhasmwhichmofmthemfollowingmcharacteristics?
A. Teamwork
B. Obsessionmwithmquantity
C. Confusionmandmpoormleadership
D. Onememployeeminmcharge
2. Customersmwantmanmexcellentmproductmormservicemfrommanmorganizationmthatmalsomprovides:
A. ThemDemingmCycle
B. Quickmfixes
C. Reliablemdeliverymandmaftermpurchasemsupport
D. Stamps
4
