Question 1

Warranty service,handling complaints,and costs of litigation are examples of:

Accepted Answer

A) internal failure costs. 
B) external failure costs. 
C) appraisal costs. 
D) prevention costs. 
E) replacement costs. 
A) internal failure costs. 
B) external failure costs. 
C) appraisal costs. 
D) prevention costs. 
E) replacement costs.

Question 2

Product serviceability is the primary dimension of fitness for use.

Accepted Answer

A) True 
 B)False

Question 3

Groups of workers who meet informally to discuss ways to improve products or processes are called:

Accepted Answer

A) brainstorming teams. 
B) quality circles. 
C) benchmarking teams. 
D) continuous improvement teams. 
E) quality teams. 
A) brainstorming teams. 
B) quality circles. 
C) benchmarking teams. 
D) continuous improvement teams. 
E) quality teams.

Question 4

Organizations committed to six-sigma programs have very capable and precise processes.

Accepted Answer

A) True 
 B)False

Question 5

Suppliers are not included in quality assurance and quality improvement efforts in TQM.

Accepted Answer

A) True 
 B)False

Question 6

The quality control improvement tool which resembles a "fishbone" is:

Accepted Answer

A) run charts. 
B) check sheets. 
C) a Pareto analysis. 
D) cause-and-effect diagrams. 
E) scatter diagrams. 
A) run charts. 
B) check sheets. 
C) a Pareto analysis. 
D) cause-and-effect diagrams. 
E) scatter diagrams.

Question 7

Broadly defined,quality refers to the ability of a product or service to consistently meet or exceed customer expectations.

Accepted Answer

A) True 
 B)False

Question 8

Defective material from suppliers and lost production time are examples of:

Accepted Answer

A) internal failure costs. 
B) external failure costs. 
C) appraisal costs. 
D) prevention costs. 
E) replacement costs. 
A) internal failure costs. 
B) external failure costs. 
C) appraisal costs. 
D) prevention costs. 
E) replacement costs.

Question 9

The cost of quality includes appraisal costs,failure costs,and prevention costs.

Accepted Answer

A) True 
 B)False

Question 10

The "5W2H approach" involves problem solving based on:

Accepted Answer

A) quantifying problems based on "weight" (impact)and "how" (solutions). 
B) using teams of 5 keyworkers,and 2 helpers. 
C) a five step problem solving process followed by a two stage implementation. 
D) examining 5 "wants" and 2 "haves." 
E) asking questions about a problem. 
A) quantifying problems based on "weight" (impact)and "how" (solutions). 
B) using teams of 5 keyworkers,and 2 helpers. 
C) a five step problem solving process followed by a two stage implementation. 
D) examining 5 "wants" and 2 "haves." 
E) asking questions about a problem.

Question 11

A company that commits to TQM adopts a process-oriented focus rather than the product-oriented focus which traditional organizations typically have.

Accepted Answer

A) True 
 B)False

Question 12

Which of the following is not an accurate statement concerning the ISO 9001 quality system?

Accepted Answer

A) Certification typically takes 12 - 18 months. 
B) Extensive documentation of processes and procedures. 
C) Certified companies are registered in a directory. 
D) The review process is primarily conducted by external consultants. 
A) Certification typically takes 12 - 18 months. 
B) Extensive documentation of processes and procedures. 
C) Certified companies are registered in a directory. 
D) The review process is primarily conducted by external consultants.

Question 13

Cost of inspectors,testing,test equipment,and labs are examples of prevention costs.

Accepted Answer

A) True 
 B)False

Question 14

Various dimensions of quality are required to reflect various connotations of quality that customers value in products and services.

Accepted Answer

A) True 
 B)False

Question 15

Costs related to inspections,testing,test equipment,and labs are examples of:

Accepted Answer

A) internal failure costs. 
B) external failure costs. 
C) appraisal costs. 
D) prevention costs. 
E) replacement costs. 
A) internal failure costs. 
B) external failure costs. 
C) appraisal costs. 
D) prevention costs. 
E) replacement costs.

Question 16

Responsiveness is a dimension of quality that only applies to services,not products.

Accepted Answer

A) True 
 B)False

Question 17

Quality control tends to be a proactive approach to quality management.

Accepted Answer

A) True 
 B)False

Question 18

As a dimension of service quality,tangibles refers to the availability and accessibility of the service.

Accepted Answer

A) True 
 B)False

Question 19

Which of the following is not associated with the HACCP quality control system?

Accepted Answer

A) Identifying potential hazards 
B) Enforced by the Canadian Food Inspection Agency 
C) Designed for companies in the food processing industry 
D) Identifying all regulatory action points 
E) Feedback of food quality based on customer surveys 
A) Identifying potential hazards 
B) Enforced by the Canadian Food Inspection Agency 
C) Designed for companies in the food processing industry 
D) Identifying all regulatory action points 
E) Feedback of food quality based on customer surveys

Question 20

Armand Feigenbaum was General Electric's top expert on quality.

Accepted Answer

A) True 
 B)False

Exam 14: Management of Quality

Warranty service,handling complaints,and costs of litigation are examples of:

Product serviceability is the primary dimension of fitness for use.

Groups of workers who meet informally to discuss ways to improve products or processes are called:

Organizations committed to six-sigma programs have very capable and precise processes.

Suppliers are not included in quality assurance and quality improvement efforts in TQM.

The quality control improvement tool which resembles a "fishbone" is:

Broadly defined,quality refers to the ability of a product or service to consistently meet or exceed customer expectations.

Defective material from suppliers and lost production time are examples of:

The cost of quality includes appraisal costs,failure costs,and prevention costs.

The "5W2H approach" involves problem solving based on:

A company that commits to TQM adopts a process-oriented focus rather than the product-oriented focus which traditional organizations typically have.

Which of the following is not an accurate statement concerning the ISO 9001 quality system?

Cost of inspectors,testing,test equipment,and labs are examples of prevention costs.

Various dimensions of quality are required to reflect various connotations of quality that customers value in products and services.

Costs related to inspections,testing,test equipment,and labs are examples of:

Responsiveness is a dimension of quality that only applies to services,not products.

Quality control tends to be a proactive approach to quality management.

As a dimension of service quality,tangibles refers to the availability and accessibility of the service.

Which of the following is not associated with the HACCP quality control system?

Armand Feigenbaum was General Electric's top expert on quality.

Introduction to Operations Management

Competitiveness, strategic Planning, and Productivity

Demand Forecasting

Product Design

Reliability

Strategic Capacity Planning

Decision Analysis

Process Design and Facility Layout

Linear Programming

Workjob Design

Learning Curves

Location Planning and Analysis

the Transportation Model

Statistical Quality Control

Acceptance Sampling

Supply Chain Management

Inventory Management

Aggregate Operations Planning and Master Scheduling

Material Requirements Planning and Enterprise Resource Planning

Just-In-Time and Lean Production

Maintenance

Job and Staff Scheduling

Project Management

Waiting-Line Analysis

Simulation

Filters