Answer the following statements true (T) or false (F)

Question

1. The total ability of a product or service to meet customer needs is known as functionality.
2. Quality control focuses on the performance of workers, urging employees to strive for "zero defects." 
3. Deming and Juran were part of the quality-management movement. 
4. An important source of information about quality in total quality management is competitors. 

Answer 1

1. FALSE
Quality refers to the total ability of a product or service to meet customer needs.
2. FALSE
Quality control is a strategy for minimizing errors by managing each state of production. Quality assurance focuses on the performance of workers, urging employees to strive for "zero defects."
3. TRUE
In the years after World War II, the imprint "Made in Japan" on a product almost guaranteed that it was cheap and flimsy. That began to change with the arrival in Japan of two Americans, W. Edwards Deming and Joseph M. Juran, pioneers of the quality management movement.
4. FALSE
One component of TQM is to listen to and learn from customers and employees. TQM companies pay attention to their customers, the people who use their products or services. In addition, employees within the companies listen and learn from other employees, those outside their own work areas.