Test Bank for Managing for Quality and Performance Excellence, 12th Edition by James R. Evans
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Module
Total Quality Management
Institution
Total Quality Management
Test Bank for Managing for Quality and Performance Excellence 12e 12th Edition by James R. Evans. Full Chapters test bank are included with answers (Chapter 1 to 15)
1. Introduction to Quality.
2. Foundations of Quality Management.
3. Customer Focus.
4. Workforce Focus.
5. Process Focus.
P...
Test Bank for Managing for Quality and Performance Excellence , 12th Edition Evans
Chapter 01 12e Evans
Answers Included ✅
Indicate whether the statement is true or false.
1. Because of production variability, the use of interchangeable parts necessitates careful control of quality, both in
design and manufacturing.
a. True
b. False
2. The high quality of products is itself an important source of competitive advantage for organizations.
a. True
b. False
3. The professional certifications of Certified Quality Manager, Certified Quality Engineer, and Certified Quality
Auditor are sanctioned by the American Society for Quality (ASQ).
a. True
b. False
4. The receiving department in an organization ensures that the delivered items are of the quality specified by the
purchase contract.
a. True
b. False
5. Accounting data are useful in identifying areas of quality improvement and tracking the progress of quality
improvement programs.
a. True
b. False
6. People view quality subjectively and in relation to differing criteria based on their individual roles in the
production-marketing value chain.
a. True
b. False
7. Manufacturing is generally more labor intensive compared to services.
a. True
b. False
8. Every employee in an organization has internal customers who receive goods or services from suppliers within
the organization.
a. True
b. False
9. 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
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Chapter 01 12e Evans
10. If a competitor offers the same quality package of goods and services at a lower price, customers will generally
choose the one having the lower price.
a. True
b. False
11. The tool engineering function is responsible for designing and maintaining the tools used in manufacturing and
inspection.
a. True
b. False
12. Customers evaluate a service primarily by the quality of the human contact.
a. True
b. False
13. The output of many service systems is intangible, whereas manufacturing produces tangible, visible products.
a. True
b. False
14. Employees who embrace quality as a personal value often go beyond what they’re asked or normally expected to
do to reach a difficult goal or provide extraordinary service to a customer.
a. True
b. False
15. If quality is built into the product properly, inspection should be unnecessary except for auditing purposes and
functional testing.
a. True
b. False
16. The user perspective of quality judges a product based on how well the product performs its intended function.
a. True
b. False
17. 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
b. False
18. The production of services typically requires a lower degree of customization than does manufacturing.
a. True
b. False
19. 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
b. False
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Chapter 01 12e Evans
20. Quality-focused companies achieve better employee participation and relations, improved product and service
quality, higher productivity, greater customer satisfaction, increased market share, and improved profitability.
a. True
b. False
21. Services are produced prior to consumption.
a. True
b. False
22. The rapid increase in liability suits has made legal services an important aspect of quality assurance.
a. True
b. False
23. Service 4.0 applies digitization to services that create higher productivity, innovation, and value chain advantages
in service industries.
a. True
b. False
24. The transcendent definition of quality was first defined as the goodness of a product.
a. True
b. False
25. It is the responsibility of the organization’s quality function to “own” or guarantee quality throughout the
organization.
a. True
b. False
26. 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
27. Six Sigma focuses on outputs that are critical to customers and justifies improvements by demonstrating a clear
financial return for the organization.
a. True
b. False
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Chapter 01 12e Evans
Indicate the answer choice that best completes the statement or answers the question.
28. Which of the following statements regarding the Six Sigma approach to quality improvement is true?
a. It is primarily concerned with improving customer satisfaction through marketing strategies and improving
after-sales services.
b. It integrates many traditional quality improvement tools and techniques that have been tested and validated
over the years, with a bottom-line and strategic orientation that appeals to senior managers.
c. It becomes less effective in addressing problems related to quality and efficiency if the Six Sigma tools are
combined with lean tools from the Toyota production system.
d. It focuses entirely on the training and education of managers and not the front-line employees and the
technical staff in the organization.
29. Which aspect of quality management involves ensuring that measurement equipment is calibrated and traceable
to national standards?
a. Supplier quality management
b. Reliability engineering
c. Metrology
d. Product/service design
30. What did the survey by Rath & Strong reveal about personal initiative and customer orientation?
a. They have no significant impact on business success.
b. They are unrelated to the sales growth rate.
c. They positively influence business success and sales growth rate.
d. They only benefit certain Fortune 500 companies.
31. What is the main objective of quality control (QC) within the quality function?
a. Ensuring profitability
b. Regulating organizational processes
c. Preventing defective products or services
d. Managing customer relations
32. Which aspect of production planning and scheduling aims to maintain a smooth flow of production by ensuring the
availability of materials, tools, and equipment?
a. Long-term production requirements
b. Short-term production requirements
c. Small batch production
d. Single piece flow
33. What distinguishes the production of services from manufacturing in terms of customer interaction?
a. Services involve simultaneous production and consumption.
b. Manufacturing allows for greater customization.
c. Services are typically more capital intensive.
d. Manufacturing requires customer’s presence.
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