Module 2

Question 1

This is the driving force behind the production of goods and services.

Answer 1

Customer

Question 2

This means that quality is beyond definition.

Answer 2

Transcendent

Question 3

This means that the goods and service attributes meet customers’ requirements, though sometimes without the organization really trying to.

Answer 3

Product-based quality

Question 4

What is the role of marketing?

Answer 4

To determine customer needs

Question 5

They must balance performance and cost to meet marketing objectives.

Answer 5

Product designers

Question 6

This is responsible for guaranteeing that design specifications are adhered to during production and that the final product performs as intended.

Answer 6

Manufacturing Function

Question 7

This quality perspective is when the goods and services produced should meet customers’ needs, based on marketing’s understanding of them.

Answer 7

User-based quality

Question 8

This quality perspective is which product and process design specifications must result in a
balance between product performance and the cost of manufacturing it.

Answer 8

Value-based quality

Question 9

This kind of quality means that the product must conform to design specifications.

Answer 9

Manufacturing-based quality

Question 10

This is a philosophy that involves everyone in an organization in a continual effort to improve customer satisfaction.

Answer 10

Total Quality Management

Question 11

He is the principal judge of quality.

Answer 11

Customer

Question 12

This is a sequence of activities that is intended to achieve some result.

Answer 12

Process

Question 13

He proposed the 14 points of Quality Management.

Answer 13

W. Edwards Deming

Question 14

According to Deming, the cause of inefficiency and poor quality is the ___________.

Answer 14

System

Question 15

This states that quality improvement reduces cost, increases productivity, increases market share, and allows firms to stay in business and provide jobs.

Answer 15

Deming Chain Reaction

Question 16

According to Joseph M. Juran, quality is _________ for use.

Answer 16

fitness

Question 17

What consists the quality trilogy?

Answer 17

Quality Planning
Quality Control
Quality improvement

Question 18

This is necessary to establish processes that are capable of consistently meeting quality standards.

Answer 18

Quality Planning

Question 19

This is necessary to know when corrective action is needed.

Answer 19

Quality Control

Question 20

This will help to find better ways of doing things.

Answer 20

Quality improvement

Question 21

According to him, commitment of management is a key to continual improvement.

Answer 21

Joseph M. Juran

Question 22

He proposed the 10 steps for quality improvement.

Answer 22

Joseph M. Juran

Question 23

He developed the concept of zero defects and popularized the phrase: “Do it
right the first time.”

Answer 23

Philip Crosby

Question 24

This concept emphasized that the costs of poor quality are so great that rather than viewing quality efforts as costs, organizations should view them as a way to reduce costs, because the improvements generated by quality efforts will more than pay for themselves.

Answer 24

Quality-free concept

Question 25

According to him, the customer defines quality.

Answer 25

Armand V. Feigenbaum

Question 25

This is a system for integrating quality development, maintenance, and improvement in an organization.

Answer 25

Total quality control