Exam 14: Management of Quality

Which of the following is not a dimension of service quality?

Studying and documenting the current problem is an important step in continuous improvement.

As a dimension of service quality,assurance refers to the knowledge exhibited by personnel working in service organizations and their ability to convey trust and confidence.

Total quality management explicitly recognizes that management is primarily responsible for quality,not the workers with direct responsibility for completing work tasks.

A quality improvement technique that involves the sharing of thoughts and ideas in a way that encourages unrestrained collective thinking is:

Tangibles is the dimension of service quality that reflects the customers' expectations of the services to be bundled with product purchases.

Juran,like Deming,believes that a large majority of quality defects are management's responsibility.

Which of the following is not an accurate match of quality gurus and their contribution?

The tool that is useful to investigate the relationship between two variables is:

To truly reap the benefits of TQM,the culture of an organization must change.

Asking questions about the current process in the hope that it will lead to important insights about why the current process isn't working as well as it could is called:

Quality is primarily determined by product design,while process design and conformance to design specifications are secondary,less significant determinants of quality.

Implementing the HACCP quality management system is mandatory for all food processing companies in Canada.

Crosby advocates "zero defects",which requires massive inspection efforts to ensure detection of defective products prior to delivery to a customer.

Taguchi quality loss function is a graphical representation of how an increase in deviation from the target value leads to a faster rate of increase in customer dissatisfaction.

With the HACCP quality management system,the point at which processed food is sealed in packaging is considered a critical control point.

Which of the following is not one of the specific tools for solving quality problems?

The dimensions of product quality don't adequately describe service quality.

A benchmark organization must be chosen from the same industry in order for its methods to be applicable.

Which of the following does not match well between quality gurus and their contribution?