1) Crosbys Quality Vaccine consists of three ingredients. Which of the following is NOT one of the three ingredients? A. B. C. D.

Implementation Teamwork Education Determination

2) Which of the following functions is part of the Juran Trilogy? A. B. C. D. Six Sigma Program Pareto Principle Quality planning Unity of purpose

3) The total quality approach has which of the following characteristics? A. B. C. D. One employee in charge Teamwork Obsession with quantity Confusion and poor leadership

4) Which of the following statements are considered true concerning the affects of global integration? A. B. C. D. The United States is ill-equipped for global competition. Downturns in one country rarely affect other countries. Global integration reduces competition. Downturns in one country have a ripple effect that quickly spreads to other countries.

5) The most important key in maximizing competitiveness is: A. B. C. D. Government Education Human resources Teamwork

6) When making comparisons among internationally competing

countries, the following indicators are used: A. B. C. D. Ability to compete. Standard of living and investment. Quality is the key to success. Government infrastructure.

7) Advocates of change: A. B. C. D. Are patient with the concerns of resisters. Are often unaware of how a proposed change will be perceived by potential resisters. Fear a loss of control. Sometimes fear the unknown.

8) Strategic management is A. B. C. D. Management that bases decisions within an ethical framework. Creative thinkers who look at their business environment from a different perspective. Expansive and wasteful. Constantly seeking gaps in the marketplace that their companies can fill.

9) Which of the following statements best describe the acronym SWOT? A. B. C. D. Strategic, Weaknesses, Objectives, and Tactics. Specific, Witness, Opportunities, and Time. Single, Weaknesses, Occasion, and Tactics. Strengths, Weaknesses, Opportunities, and Threats.

10) In a total quality setting, quality is defined by: A. B. C. D. The The The The organization employee customer management

11) The customer loyalty model consists of which of the

following components? A. B. C. D. All are components of the customer loyalty model Business performance Global perceptions Loyalty behaviors

12) Total quality is best defined as: A. B. C. D. Reduces documentation and lag time between system process. A scientific approach to problem solving and decision making and unity of purposeall employees, all levels Concern for quality management procedures and effective people management Achieving continual improvement and organizational growth within the company

13) Appropriate motives for adopting ISO 9000 include which of the following? A. B. C. D. To To To To increase market share. create a quality management system increase process analysis time conform to the requirements of the company

14) The manufacturing, engineering, purchasing, and other labor charged to specific contract programs is defined as: A. B. C. D. Indirect expense Concurrent engineering Direct labor Direct engineering

15) The purpose of the Pareto Chart is: A. B. C. D. To show where to apply resources by revealing the significant few from the trivial many To collect variables data To determine the correlation between two characteristics To identify and isolate the causes of a problem

16) The most common inhibitor of Statistical Process Control is: A. B. C. D. Lack of resources Failure to have processes under control Low production rates Inadequate training

17) The first step in the Statistical Process Control (SPC) execution phase is: A. B. C. D. Flow charting or characterization of the process to which SPC will be applied Eliminate the special causes of variation Collect and plot SPC data To develop control charts

18) The rationale for western automobile manufacturers to embrace Statistical Process Control is: A. B. C. D. To be able to compete better with domestic markets Improve their corporate image. Improve customer service. Improve product quality and simultaneously reduce costs

19) There are two ways to evaluate decisions. One way is to: A. B. C. D. Evaluate the process used in making the decision Create a decision tree Evaluate the timeline used to make the decision Examine the input that is used in decision making

20) Pareto Charts: A. B. C. D. Separate causes from symptoms and force the issue of data collection Help sort out what problems or causes of problems to pursue first Identify trends by charting data over a specified period of time Focus a group, thereby reducing irrelevant discussion

21) In order for an organization to make continual improvement it must: A. B. C. D. Develop a statement of responsibilities Establish the necessary infrastructure All of these Establish a quality council

22) In total quality implementation: A. B. C. D. You You You You should should should should put all your employees in teams right away delegate the implementation not implement before you are prepared train all your employees at once