Question 1

A fishbone chart is also known as a:

Accepted Answer

A) cause-and-effect diagram. 
B) poka-yoke diagram. 
C) Kaizen diagram. 
D) Kanban diagram. 
E) Taguchi diagram. 
A) cause-and-effect diagram. 
B) poka-yoke diagram. 
C) Kaizen diagram. 
D) Kanban diagram. 
E) Taguchi diagram. A

Question 2

"Making it right the first time" is:

Accepted Answer

A) an unrealistic definition of quality. 
B) a user-based definition of quality. 
C) a manufacturing-based definition of quality. 
D) a product-based definition of quality. 
E) the definition of quality proposed by the American Society for Quality 
A) an unrealistic definition of quality. 
B) a user-based definition of quality. 
C) a manufacturing-based definition of quality. 
D) a product-based definition of quality. 
E) the definition of quality proposed by the American Society for Quality C

Question 3

Managers at Arnold Palmer Hospital take quality so seriously that the hospital typically is a national leader in several quality areas-so that continuous improvement is no longer necessary.

Accepted Answer

A) True 
 B)False  False

Question 4

Which of the following is not a typical inspection point?

Accepted Answer

A) upon receipt of goods from your supplier 
B) when production or service is complete 
C) before the product is shipped to the customer 
D) at the supplier's plant while the supplier is producing 
E) after a costly process 
A) upon receipt of goods from your supplier 
B) when production or service is complete 
C) before the product is shipped to the customer 
D) at the supplier's plant while the supplier is producing 
E) after a costly process

Question 5

Kaizen is similar to TQM in that both are focused on continuous improvement.

Accepted Answer

A) True 
 B)False

Question 6

Benchmarking requires the comparison of your firm to other organizations;it is not appropriate to benchmark by comparing one of your divisions to another of your divisions.

Accepted Answer

A) True 
 B)False

Question 7

Which of the following statements regarding Arnold Palmer Hospital is FALSE?

Accepted Answer

A) The hospital uses a wide range of quality management techniques. 
B) The culture of quality at the hospital includes employees at all levels. 
C) The hospital scores very highly in national studies of patient satisfaction. 
D) The hospital's high quality is measured by low readmission rates,not patient satisfaction. 
E) The design of patient rooms,even wall colors,reflects the hospital's culture of quality. 
A) The hospital uses a wide range of quality management techniques. 
B) The culture of quality at the hospital includes employees at all levels. 
C) The hospital scores very highly in national studies of patient satisfaction. 
D) The hospital's high quality is measured by low readmission rates,not patient satisfaction. 
E) The design of patient rooms,even wall colors,reflects the hospital's culture of quality.

Question 8

The work by ________ regarding how people learn from each other's successes led to the field of cross-functional teamwork.

Accepted Answer

The answer of The work by ________ regarding how people...

Question 9

Perform a Pareto analysis on the following information:

Accepted Answer

The answer of Perform a Pareto analysis on the following...

Question 10

A Three Sigma program has how many defects per million?

Accepted Answer

A) 34 
B) 3 
C) 3 times the standard deviation 
D) 2700 
E) 1500 
A) 34 
B) 3 
C) 3 times the standard deviation 
D) 2700 
E) 1500

Question 11

Quality has at least three categories of definitions;identify them.Provide a brief explanation of each.

Accepted Answer

The three categories of qualit

Question 12

The goal of inspection is to:

Accepted Answer

A) detect a bad process immediately. 
B) add value to a product or service. 
C) correct deficiencies in products. 
D) correct system deficiencies. 
E) all of the above 
A) detect a bad process immediately. 
B) add value to a product or service. 
C) correct deficiencies in products. 
D) correct system deficiencies. 
E) all of the above

Question 13

A recent consumer survey conducted for a car dealership indicates that,when buying a car,customers are primarily concerned with the salesperson's ability to explain the car's features,the salesperson's friendliness,and the dealer's honesty.The dealership should be ESPECIALLY concerned with which determinants of service quality?

Accepted Answer

A) communication,courtesy,and credibility 
B) competence,courtesy,and security 
C) competence,responsiveness,and reliability 
D) communication,responsiveness,and reliability 
E) understanding/knowing customer,responsiveness,and reliability 
A) communication,courtesy,and credibility 
B) competence,courtesy,and security 
C) competence,responsiveness,and reliability 
D) communication,responsiveness,and reliability 
E) understanding/knowing customer,responsiveness,and reliability

Question 14

The focus of ISO 9000 is to enhance success through what eight quality management principles?

Accepted Answer

(1)top management leadership, (2)custome

Question 15

Marketing issues such as advertising,image,and promotion are important to quality because:

Accepted Answer

A) they define for consumers the tangible elements of a service. 
B) the intangible attributes of a product (including any accompanying service)may not be defined by the consumer. 
C) they educate consumers on how to use the product. 
D) they make the product seem more valuable than it really is. 
E) they raise expenses and therefore decrease profitability. 
A) they define for consumers the tangible elements of a service. 
B) the intangible attributes of a product (including any accompanying service)may not be defined by the consumer. 
C) they educate consumers on how to use the product. 
D) they make the product seem more valuable than it really is. 
E) they raise expenses and therefore decrease profitability.

Question 16

Stakeholders who are affected by the production and marketing of poor quality products include:

Accepted Answer

A) stockholders,employees,and customers. 
B) suppliers and creditors,but not distributors. 
C) only stockholders,creditors,and owners. 
D) suppliers and distributors,but not customers. 
E) only stockholders and organizational executives and managers. 
A) stockholders,employees,and customers. 
B) suppliers and creditors,but not distributors. 
C) only stockholders,creditors,and owners. 
D) suppliers and distributors,but not customers. 
E) only stockholders and organizational executives and managers.

Question 17

A checklist is a type of poka-yoke to help ensure consistency and completeness in carrying out a task.

Accepted Answer

A) True 
 B)False

Question 18

Which of the determinants of service quality involves having the customer's best interests at heart?

Accepted Answer

A) access 
B) courtesy 
C) credibility 
D) responsiveness 
E) tangibles 
A) access 
B) courtesy 
C) credibility 
D) responsiveness 
E) tangibles

Question 19

The Japanese use the term poka-yoke to refer to continuous improvement.

Accepted Answer

A) True 
 B)False

Question 20

The "four Ms" of cause-and-effect diagrams are:

Accepted Answer

A) material,machinery/equipment,manpower,and methods. 
B) material,methods,men,and mental attitude. 
C) named after four quality experts. 
D) material,management,manpower,and motivation. 
E) mentality,motivation,management,and manpower. 
A) material,machinery/equipment,manpower,and methods. 
B) material,methods,men,and mental attitude. 
C) named after four quality experts. 
D) material,management,manpower,and motivation. 
E) mentality,motivation,management,and manpower.

Exam 6: Managing Quality

A fishbone chart is also known as a:

"Making it right the first time" is:

Managers at Arnold Palmer Hospital take quality so seriously that the hospital typically is a national leader in several quality areas-so that continuous improvement is no longer necessary.

Which of the following is not a typical inspection point?

Kaizen is similar to TQM in that both are focused on continuous improvement.

Benchmarking requires the comparison of your firm to other organizations;it is not appropriate to benchmark by comparing one of your divisions to another of your divisions.

Which of the following statements regarding Arnold Palmer Hospital is FALSE?

The work by ________ regarding how people learn from each other's successes led to the field of cross-functional teamwork.

Perform a Pareto analysis on the following information:

A Three Sigma program has how many defects per million?

Quality has at least three categories of definitions;identify them.Provide a brief explanation of each.

The goal of inspection is to:

The focus of ISO 9000 is to enhance success through what eight quality management principles?

Marketing issues such as advertising,image,and promotion are important to quality because:

Stakeholders who are affected by the production and marketing of poor quality products include:

A checklist is a type of poka-yoke to help ensure consistency and completeness in carrying out a task.

Which of the determinants of service quality involves having the customer's best interests at heart?

The Japanese use the term poka-yoke to refer to continuous improvement.

The "four Ms" of cause-and-effect diagrams are:

Operations and Productivity

Operations Strategy in a Global Environment

Project Management

Forecasting

Design of Goods and Services

Process Strategy

Location Strategies

Layout Strategies

Human Resources,job Design,and Work Measurement

Supply Chain Management

Inventory Management

Aggregate Planning and Sop

Material Requirements Planning Mrpand Erp

Short-Term Scheduling

Jit,tps,and Lean Operations

Maintenance and Reliability

Sustainability in the Supply Chain

Statistical Process Control

Capacity and Constraint Management

Supply Chain Management Analytics

Decision-Making Tools

Linear Programming

Transportation Models

Waiting-Line Models

Learning Curves

Simulation

Filters