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Which of the following is not an element of a Quality Improvement Program?


A) Emphasizing subjective data over difficult-to-analyze objective data
B) Maintaining SOPs for routine and crisis situations
C) Assuming employees are self-motivated and innovative
D) Focusing on customer satisfaction

E) None of the above
F) B) and C)

Correct Answer

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The Malcolm Baldrige Quality Award measures the quality of products manufactured or services delivered.

A) True
B) False

Correct Answer

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Because customers participate directly in the service process, the success of technological innovation is dependent upon:


A) the user-friendliness of the innovation.
B) the ability of customers to pay for the service.
C) customer acceptance.
D) market research.

E) A) and C)
F) B) and C)

Correct Answer

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Which of the following categories carries the highest point value on the examination paper for the Malcolm Baldrige National Quality Award?


A) Leadership
B) Strategic quality planning
C) Management of process quality
D) Customer focus and satisfaction

E) B) and C)
F) B) and D)

Correct Answer

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Benchmarking measures a firm's quality performance by comparing it to the performance of other companies that are known for being "best in class."

A) True
B) False

Correct Answer

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A process capability index of two centered on the mean just meets Six Sigma standards.

A) True
B) False

Correct Answer

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ISO 9002 does not apply to organizations that perform design and service activities.

A) True
B) False

Correct Answer

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