1.

ISO 9000 certification

a. aims to promote top management’s commitment to TQM

b. certifies products and their manufacturing processes
c. does not apply to service industries
d. is seen as a customer requirement

2. The philosophy of zero defects is

a. consistent with the commitment to continuous improvement

b. prohibitively costly
c. unrealistic
d. impossible

3. To be effective, a company’s strategic quality plan must be

a. developed by representatives from all levels of the company

b. free of cost and profit considerations
c. an integral part of the overall company business plan
d. the foundation of the company’s quality manual

4. Attributes and variables data are best described as which of the following? Attributes
Variables

a. Counted values Measured values

b. Counted values Visual features
c. Measured values Counted values
d. Visual features Counted values

5. Which of the following should happen first when implementing a total quality
management (TQM) process?

a. Assigning team goals

b. Developing strategies
c. Constructing a mission statement
d. Making organizational changes that support TQM