Q1. Managers who practice total quality management do which of the following?

a. Invest resources in inspecting and repairing products once they are produced.

b. Invest at the front end of the value chain in research and development and design to produce a superior product.

c. Both of the above are correct

d. None of the above are correct

Q2. Which of the following statements about product quality is not true?

a. In almost all cases detecting and fixing quality problems before delivering to customers are far less expensive than dealing with quality failures in the field after delivery has been made to the customers.

b. In general, designing quality into products is far less expensive than trying to detect quality problems during production

c. Quality failure costs should include the possible opportunity cost of lost future sales

d. The most expensive cost to the firm for a quality failure in the field is the cost of emergency service to fix the problem or replace the product

e. The cost of fixing quality problems after delivery to the customer is likely to exceed both the cost of designing quality into the product and the cost of detecting quality defects during production

Q3.Typically, as prevention and appraisal costs increase, other costs of quality

a. Are not affected

b. Change, but the direction cannot be predicted

c. Decrease

d. Increase

Q4. The term performance quality refers to

a. The difference between customer expectations (for attributes, services, functionality, etc.) and product design.

b. Customer satisfaction with the total experience of a product or service

c. The gap between actual performance of a product and customer expectations

d. Costs related to meeting customer demands and expectations

e. The gap between product design specifications and actual performance of the product