Lecture 1: What is Quality?

1. What is Webster’s definition of quality?

o A. Totality of features that satisfy needs
o B. Degree of excellence of a thing
o C. Conformance to design specifications
o D. Perceived value for the price
2. According to ASQ, quality is defined as:
o A. Customer satisfaction only
o B. Totality of features and characteristics that satisfy needs
o C. The absence of defects
o D. Value-based pricing
3. Used-based quality means:
o A. Products meet design specs
o B. Customers perceive good value
o C. If a customer is satisfied, the product has good quality
o D. Components have measurable attributes
4. Manufacturing-based quality focuses on:
o A. Customer perceptions
o B. Conformance to design specifications
o C. Value for price
o D. Service dimensions
5. Product-based quality locates quality in:
o A. Customer feedback
o B. Service reliability
o C. Components and attributes of a product

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o D. Price points
6. Value-based quality is judged by:
o A. Degree of excellence
o B. Conformance to specs
o C. Perceived value for the price paid
o D. Reliability metrics
7. Which is NOT a product quality dimension?
o A. Performance
o B. Empathy
o C. Durability
o D. Aesthetics
8. “Serviceability” in product quality refers to:
o A. Ease of repair
o B. Visual appeal
o C. Performance consistency
o D. Conformance to standards
9. Which is a service quality dimension?
o A. Conformance
o B. Features
o C. Tangibles
o D. Durability
10. “Responsiveness” in service quality measures:
o A. Physical facilities
o B. Willingness to help and prompt service
o C. Employee courtesy

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o D. Reliability of output

11. Appraisal costs include:

o A. Scrap and rework
o B. Warranty claims
o C. Inspection and testing
o D. Customer returns
12. Prevention costs are incurred to:
o A. Fix defects after delivery
o B. Evaluate product features
o C. Reduce potential for defects
o D. Measure customer satisfaction
13. Internal failure costs occur:
o A. After product delivery
o B. Before product delivery
o C. During design planning
o D. In supplier evaluation
14. External failure costs include:
o A. Training expenses
o B. Scrap and rework
o C. Warranty and returns after delivery
o D. Inspection equipment
15. Increasing prevention costs typically:
o A. Increases failure costs
o B. Decreases failure costs

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 o C. Has no effect on costs
o D. Raises external failure rates

16. Higher quality products can command:

o A. Lower prices
o B. Higher prices
o C. More defects
o D. Less productivity
17. Quality improvement affects productivity by:
o A. Increasing inputs
o B. Reducing inputs and defects
o C. Decreasing output
o D. Raising failure costs
18. The three spheres of quality are:
o A. Design, Production, Marketing
o B. Management, Assurance, Control
o C. Prevention, Appraisal, Failure
o D. Customer, Supplier, Regulator
19. Which sphere focuses on documenting processes?
o A. Quality Management
o B. Quality Assurance
o C. Quality Control
o D. Quality Improvement
20. Conformance to industry standards is a dimension of:
o A. Service quality

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o B. Product quality (Conformance)
o C. Value-based quality
o D. Used-based quality

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 Lecture 2: Quality Theory
1. Which era introduced Statistical Process Control?
o A. 1900s
o B. 1920s
o C. 1950s
o D. 1980s
2. Who developed control charts?
o A. Deming
o B. Juran
o C. Shewhart
o D. Crosby
3. The term “quality assurance” was first used by:
o A. Deming
o B. Shewhart
o C. Feigenbaum
o D. Ishikawa
4. Deming’s 14 Points emphasize:
o A. Mass inspection
o B. Continuous improvement and leadership
o C. Zero defects only
o D. Customer co-production
5. The PDCA cycle stands for:
o A. Plan, Do, Check, Act
o B. Prepare, Develop, Control, Analyze
o C. Plan, Design, Create, Audit

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o D. Prevent, Detect, Correct, Act
6. PDCA was popularized by:
o A. Juran
o B. Shewhart
o C. Deming
o D. Crosby
7. Juran’s Trilogy consists of:
o A. Plan, Do, Check
o B. Planning, Control, Improvement
o C. Quality, Cost, Productivity
o D. Leadership, Strategy, Results
8. Pareto’s 80/20 rule implies:
o A. 80% quality, 20% cost
o B. 80% of problems due to 20% of causes
o C. 20% prevention, 80% failure
o D. 80% inspection, 20% design
9. Who introduced Total Quality Control?
o A. Crosby
o B. Feigenbaum
o C. Ishikawa
o D. Deming
10. “Zero Defects” was defined by:
o A. Juran
o B. Crosby
o C. Shewhart

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 o D. Feigenbaum

11. Quality circles and fishbone diagrams are credited to:

o A. Deming
o B. Juran
o C. Ishikawa
o D. Crosby
12. A contingency perspective suggests quality theory should:
o A. Be the same for all organizations
o B. Fit the organization’s specific variables
o C. Focus only on cost reduction
o D. Ignore customer role
13. Which is NOT a core variable in contingency theory?
o A. Leadership
o B. Information Analysis
o C. Market Price
o D. Employee Improvement
14. The 1960s saw the introduction of:
o A. Lean
o B. Taguchi methods
o C. Six Sigma
o D. Baldrige Award
15. Six Sigma became popular in which decade?
o A. 1960s
o B. 1970s

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 o C. 1980s
o D. 1990s

16. Reengineering emerged in the:

o A. 1940s
o B. 1950s
o C. 1970s
o D. 1990s
17. Supply Chain Quality Management gained traction in the:
o A. 1970s
o B. 1980s
o C. 1990s
o D. 2010s
18. Which contributor focused on strategic quality planning?
o A. Shewhart
o B. Deming
o C. Juran
o D. Crosby
19. Continuous quality improvement and TQM were popularized in:
o A. Japan
o B. USA
o C. Europe
o D. Australia
20. Statistical quality-control techniques were first taught to military suppliers
by:
o A. Shewhart

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o B. Deming
o C. Juran
o D. Ishikawa

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 Lecture 3: International Quality Standards
1. The Baldrige Award originated in which country?
o A. Japan
o B. USA
o C. Germany
o D. UK
2. How many categories are in the Baldrige Award?
o A. 5
o B. 6
o C. 7
o D. 8
3. “Measurement, Analysis & Knowledge Management” is a Baldrige category.
True or False?
o A. True
o B. False
4. The Deming Prize focuses on:
o A. Price competitiveness
o B. Policy deployment and continuous improvement
o C. Customer surveys
o D. Environmental management
5. Which is NOT a Deming Prize category?
o A. Policy
o B. Control
o C. Customer Results
o D. Education & Training

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6. EFQM stands for:
o A. European Foundation for Quality Management
o B. European Forum for Quality Metrics
o C. European Federation of Quality Manufacturers
o D. European Framework for Quality Measurement
7. How many criteria are in the EFQM Model?
o A. 7
o B. 8
o C. 9
o D. 10
8. Which is an EFQM criterion?
o A. Process Management
o B. Society Results
o C. Product Quality
o D. Inspection Reliability
9. ISO 9000 was first adopted in:
o A. 1977
o B. 1987
o C. 1997
o D. 2007
10. ISO 9000 requires companies to:
o A. Use only domestic suppliers
o B. Document all processes affecting quality
o C. Achieve zero defects
o D. Conduct weekly audits

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11. ISO 14000 focuses on:
o A. Quality management
o B. Environmental performance
o C. Customer satisfaction
o D. Supply chain integration
12. Which standard is critical to international business?
o A. ISO 9000
o B. ISO 22000
o C. ISO 50001
o D. ISO 31000
13. Baldrige’s “Human Resource Focus” includes:
o A. Employee Learning & Motivation
o B. Service Reliability
o C. Control Charts
o D. Fishbone Diagrams
14. Deming Prize requires documentation of:
o A. Only policy statements
o B. Processes, education, and results of quality initiatives
o C. Customer opinions only
o D. Supplier costs
15. Which award emphasizes statistical quality control?
o A. Baldrige
o B. Deming
o C. EFQM

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 o D. ISO 9000

16. EFQM’s “Partnerships & Resources” covers:

o A. Customer focus
o B. Supplier and stakeholder relationships
o C. Quality circles
o D. Failure costs
17. ISO 9000 is part of a family that includes:
o A. ISO 14000
o B. ISO 45001
o C. ISO 27001
o D. All of the above
18. Baldrige Award first given in:
o A. 1977
o B. 1987
o C. 1997
o D. 2007
19. EFQM originated in which decade?
o A. 1970s
o B. 1980s
o C. 1990s
o D. 2000s
20. Which standard requires a factual approach to decision making?
o A. ISO 9000
o B. ISO 14000

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o C. Baldrige
o D. EFQM

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 Lecture 4: Strategic Quality Planning
1. SQP stands for:
o A. Standard Quality Procedure
o B. Strategic Quality Planning
o C. Supplier Quality Program
o D. Service Quality Process
2. The two essential parts of SQP are:
o A. Content and Cost
o B. Content and Process
o C. Process and People
o D. Cost and Schedule
3. Time to see results in SQP is typically:
o A. 6 months
o B. 1 year
o C. 2–4 years
o D. 10 years
4. Toyota required approximately how many years for significant improvement?
o A. 5
o B. 10
o C. 15
o D. 25
5. Which is NOT a leadership role in quality?
o A. Plan
o B. Delegate
o C. Inspect

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 o D. Communicate
6. Referent power is based on:
o A. Position authority
o B. Charisma or personal appeal
o C. Reward capability
o D. Punishment capability
7. Which skill is essential for quality leadership?
o A. Painting
o B. Communication
o C. Carpentry
o D. Coding
8. Step 1 of SQP is to:
o A. Implement action plan
o B. Develop a quality strategy
o C. Identify quality initiatives
o D. Establish goals
9. Step 2 of SQP involves:
o A. Planning improvements
o B. Establishing goals and objectives
o C. Conducting audits
o D. Documenting processes
10. Hoshin Kanri is also called:
o A. Catchball
o B. Policy Deployment
o C. Action Planning

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 o D. Quality Assurance

11. “Catchball” refers to:

o A. A quality game
o B. Interactive feedback up and down the organization
o C. Supplier evaluation
o D. Defect prevention
12. Which is a SQP step?
o A. Fishbone analysis
o B. Identify specific quality initiatives
o C. ISO registration
o D. Warranty claims
13. Quality strategy content includes:
o A. Pricing models
o B. Potential areas for improvement and project plans
o C. Marketing slogans
o D. Organizational chart
14. SQP action plans define:
o A. Who, how, and when to implement initiatives
o B. Only budgets
o C. Only training schedules
o D. Only design specs
15. Improved quality leads to:
o A. Lower market share
o B. Increased sales and market share

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 o C. Higher failure costs
o D. More defects

16. Quality’s impact on profitability is:

o A. Negative
o B. Neutral
o C. Positive
o D. Unrelated
17. Which is NOT part of SQP process?
o A. Develop strategy
o B. Establish goals
o C. Build fishbone diagram
o D. Implement action plan
18. Leadership for quality requires sharing:
o A. Power
o B. Costs
o C. Defects
o D. Equipment
19. Vision as a leadership skill means:
o A. Physical eyesight
o B. Identifying future opportunities
o C. Setting inspection standards
o D. Conducting audits
20. SQP helps achieve:
o A. Short-term profits only

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o B. Competitive advantage and quality leadership
o C. Zero documentation
o D. Mass inspection

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 Lecture 5: Designing Quality Services
1. Which attribute is unique to services vs manufacturing?
o A. Durability
o B. Intangibility
o C. Conformance
o D. Aesthetics
2. SERVQUAL stands for:
o A. Service Quality Questionnaire
o B. Service Quality
o C. Service Quality Model
o D. Service Quality Framework
3. How many dimensions in SERVQUAL?
o A. 4
o B. 5
o C. 6
o D. 7
4. Which is NOT a SERVQUAL dimension?
o A. Tangibles
o B. Reliability
o C. Features
o D. Empathy
5. SERVQUAL surveys measure:
o A. Only customer expectations
o B. Only customer perceptions
o C. Both expectations and perceptions

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 o D. Only service reliability
6. Gap analysis in SERVQUAL uses:
o A. Perception minus Expectation
o B. Expectation minus Perception
o C. Performance minus Cost
o D. Quality minus Price
7. Service Blueprinting does NOT involve:
o A. Identifying processes
o B. Isolating fail points
o C. Establishing time frames
o D. Setting ISO standards
8. Moments-of-Truth are:
o A. Quality costs
o B. Key customer touchpoints
o C. Inspection points
o D. Supplier audits
9. Poka-yoke devices are used for:
o A. Marketing
o B. Fail-safe error prevention
o C. Pricing strategies
o D. Fishbone diagrams
10. Which is a type of Poka-yoke method?
o A. Warning methods
o B. Statistical methods
o C. Value-based methods

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 o D. Inspection methods

11. Customer Benefits Package combines:

o A. Only tangible elements
o B. Only intangible elements
o C. Tangibles and intangibles
o D. Price and cost
12. CBP design process has how many stages?
o A. 2
o B. 3
o C. 4
o D. 5
13. One objective of CBP is to:
o A. Duplicate attributes
o B. Maximize customer satisfaction and profits
o C. Delay time to market
o D. Increase failure costs
14. Service Transaction Analysis evaluates:
o A. Financial performance only
o B. Each service transaction from customer perspective
o C. ISO compliance
o D. Supplier quality
15. A bi-directional service supply chain means:
o A. Only supplier to customer flow
o B. Both customer and supplier flows

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 o C. Only internal service flow
o D. Only external service flow

16. Unified Services Theory includes a proposition on:

o A. Quality costs
o B. Unreliable supplier dilemma
o C. ISO registration
o D. Fishbone causes
17. Capricious labor refers to:
o A. Stable workforce
o B. Unpredictable employee behavior
o C. Automated processes
o D. Supplier reliability
18. “Everyone presumes to be an expert” highlights:
o A. Customer co-production challenges
o B. Statistical methods
o C. ISO standards
o D. Fishbone diagrams
19. Which is NOT part of service vs manufacturing differences?
o A. Customer contact
o B. Heterogeneous output
o C. Conformance to specs
o D. Voluntary vs involuntary services
20. Improving service delivery process can enhance:
o A. Only product quality

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o B. Customer perceptions of quality
o C. Inspection costs
o D. ISO compliance

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