Question 1

Which of the following is a structured and documented management system describing the policy,responsibilities,and implementation plan for ensuring quality?

Accepted Answer

A) Continuous improvement 
B) Quality assurance 
C) Quality at the source 
D) Quality management system 
E) ISO 9001 
A) Continuous improvement 
B) Quality assurance 
C) Quality at the source 
D) Quality management system 
E) ISO 9001

Question 2

The PDSA cycle forms the problem solving methodology for continuous improvement.

Accepted Answer

A) True 
 B)False

Question 3

A control chart is a visual representation of the key steps in a process.

Accepted Answer

A) True 
 B)False

Question 4

Juran describes quality management as a trilogy that consists of quality planning,quality control,and quality improvement.

Accepted Answer

A) True 
 B)False

Question 5

In sum,Crosby's concept of "quality is free" means any level of defects is too high so there should always be an effort towards improving quality.

Accepted Answer

A) True 
 B)False

Question 6

Which of the following is not an example of an external failure cost?

Accepted Answer

A) Warranty claims 
B) Handling complaints 
C) Loss of customer goodwill 
D) Scrap and rework during production 
E) Price discounts to offset inferior quality 
A) Warranty claims 
B) Handling complaints 
C) Loss of customer goodwill 
D) Scrap and rework during production 
E) Price discounts to offset inferior quality

Question 7

Quality planning and administration,quality training,and quality control procedures 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 8

According to Deming,it is management's system that is primarily responsible for poor quality,not employees.

Accepted Answer

A) True 
 B)False

Question 9

Which of the following are dimensions of service quality?

Accepted Answer

A) performance 
B) conformance 
C) timeliness 
D) durability 
E) perceived quality 
A) performance 
B) conformance 
C) timeliness 
D) durability 
E) perceived quality

Question 10

Focusing attention on the most important problem areas is referred to as:

Accepted Answer

A) 5W2H approach. 
B) quality assurance. 
C) benchmarking. 
D) Pareto analysis. 
E) cause-and-effect analysis. 
A) 5W2H approach. 
B) quality assurance. 
C) benchmarking. 
D) Pareto analysis. 
E) cause-and-effect analysis.

Question 11

Which of the following are key elements of Deming's beliefs?

Accepted Answer

A) The need to reduce variation in output. 
B) Implementing mass inspection whereby all output is checked for quality problems 
C) Motivate workers using numerical quotas based on work standards. 
D) Retain barriers between departments. 
E) Managers should manage and workers should be only responsible to produce. 
A) The need to reduce variation in output. 
B) Implementing mass inspection whereby all output is checked for quality problems 
C) Motivate workers using numerical quotas based on work standards. 
D) Retain barriers between departments. 
E) Managers should manage and workers should be only responsible to produce.

Question 12

Deming stresses that workers are primarily responsible for poor quality because they fail to follow instructions.

Accepted Answer

A) True 
 B)False

Question 13

Typically a key distinction between quality circles and continuous improvement teams is the amount of authority given to each group.

Accepted Answer

A) True 
 B)False

Question 14

ISO 9001 certification requires an ongoing series of audits and the need to be re-registered every three years.

Accepted Answer

A) True 
 B)False

Question 15

Juran describes quality management as a trilogy that consists of quality planning,control of quality costs,and quality improvement.

Accepted Answer

A) True 
 B)False

Question 16

Which of the following is not one of Deming's 14 points of quality?

Accepted Answer

A) Create constancy of purpose toward improvement of goods and services. 
B) Institute modern methods of training. 
C) Cease dependence on mass inspection. 
D) Break down barriers between departments. 
E) Award supply contracts primarily on the basis of price. 
A) Create constancy of purpose toward improvement of goods and services. 
B) Institute modern methods of training. 
C) Cease dependence on mass inspection. 
D) Break down barriers between departments. 
E) Award supply contracts primarily on the basis of price.

Question 17

Step 4 in the basic steps used in problem solving is Generate Potential Solutions.What is this step intended to identify?

Accepted Answer

A) Root cause 
B) The problem 
C) The solution to the problem 
D) The appropriate measurement tool 
E) Possible problems 
A) Root cause 
B) The problem 
C) The solution to the problem 
D) The appropriate measurement tool 
E) Possible problems

Question 18

According to the text,the typical difference between "quality circles" and "continuous improvement teams" is that:

Accepted Answer

A) quality circles are more structured and formal. 
B) continuous improvement teams only work on product design whereas quality circles focus on both product and process design. 
C) continuous improvement teams use only engineers while quality circles use just the workers doing the work 
D) quality circles tend to have less authority. 
E) there is no difference-they are the same. 
A) quality circles are more structured and formal. 
B) continuous improvement teams only work on product design whereas quality circles focus on both product and process design. 
C) continuous improvement teams use only engineers while quality circles use just the workers doing the work 
D) quality circles tend to have less authority. 
E) there is no difference-they are the same.

Question 19

Six Sigma quality refers to having a very capable and precise processes that make only _____ or _____ defects per million parts produced.

Accepted Answer

A) 1 or 2 
B) 3 or 4 
C) 9 or 10 
D) 99 or 100 
E) 199 or 200 
A) 1 or 2 
B) 3 or 4 
C) 9 or 10 
D) 99 or 100 
E) 199 or 200

Question 20

The purpose of benchmarking is to establish a standard against which the organization's performance can be judged,and to identify a model for possible improvement.

Accepted Answer

A) True 
 B)False

Exam 14: Management of Quality

Which of the following is a structured and documented management system describing the policy,responsibilities,and implementation plan for ensuring quality?

The PDSA cycle forms the problem solving methodology for continuous improvement.

A control chart is a visual representation of the key steps in a process.

Juran describes quality management as a trilogy that consists of quality planning,quality control,and quality improvement.

In sum,Crosby's concept of "quality is free" means any level of defects is too high so there should always be an effort towards improving quality.

Which of the following is not an example of an external failure cost?

Quality planning and administration,quality training,and quality control procedures are examples of:

According to Deming,it is management's system that is primarily responsible for poor quality,not employees.

Which of the following are dimensions of service quality?

Focusing attention on the most important problem areas is referred to as:

Which of the following are key elements of Deming's beliefs?

Deming stresses that workers are primarily responsible for poor quality because they fail to follow instructions.

Typically a key distinction between quality circles and continuous improvement teams is the amount of authority given to each group.

ISO 9001 certification requires an ongoing series of audits and the need to be re-registered every three years.

Juran describes quality management as a trilogy that consists of quality planning,control of quality costs,and quality improvement.

Which of the following is not one of Deming's 14 points of quality?

Step 4 in the basic steps used in problem solving is Generate Potential Solutions.What is this step intended to identify?

According to the text,the typical difference between "quality circles" and "continuous improvement teams" is that:

Six Sigma quality refers to having a very capable and precise processes that make only _____ or _____ defects per million parts produced.

The purpose of benchmarking is to establish a standard against which the organization's performance can be judged,and to identify a model for possible improvement.

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

Six Sigma quality refers to having a very capable and precise processes that make only _ or _ defects per million parts produced.