1) Ability of a product or service to consistently meet and exceed customer expectations a) Management b) Reliability c) Availability d) Quality 2) He is the "Father of Statistical Quality Control" a) W. Edwards Deming b) Joseph Juran c) Walter Shewart d) Philip Crosby 3) It is one of the dimension of product quality that maintain the appearance, feel , smell, taste of the product. a) Durability b) Aesthetics c) Convenience d) Reliability 4) Costs of quality that incurred by defective parts/products or faulty services a) Internal failure costs b) External Failure costs c) Failure costs d) Service failure costs 5) The following are listed as the Substandard Work under Ethics and Quality, which of the following is not one of them? a) Total Quality Management b) Defective products c) substandard service d) Poor Design 6) ISO stands for? a) International Standard Organization b) International System of Organization c) International Substandard in Organization d) International Organization for Standardization 7) Pertains to the quality and performance of office equipment that contains reused components. a) ISO 24700 b) ISO 9000 c) ISO 14000 d) ISO 9000:2000 8) Everyone in an organization in a continual effort to improve quality and achieve customer satisfaction. a) Quality Management b) Total Quality Management c) Continuous Improvement d) Management of Quality 9) Below are the TQM elements except to? a) Competitive Benchmarking b) Employee empowerment c) Six Sigma d) Champion 10) A business process for improving quality,reducing costs, and increasing customer satisfaction. a) Statistically b) Lean Six Sigma c) Process Improvement d) Six Sigma 11) There should be a provisions to ensure that the mistake are not made. a) TRUE b) FALSE 12) Total Quality Management looks at an organization as a collection of processes. a) TRUE b) FALSE 13)  There should be a system to detect errors efficiently. a) FALSE b) TRUE 14) Customer sentiments and feedbacks seldomly monitored. a) TRUE b) FALSE 15) Different department of an organization should be focus on what they are doing to avoid sharing of information. a) FALSE b) TRUE

QUALITY MANAGEMENT

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