Question 1

________ argued that 85% of quality problems can be attributed to managers or the systems they put in place.

Accepted Answer

The answer of ________ argued that 85% of quality problems...

Question 2

Improving quality seems to be a strategic weapon in gaining market share.However,improving quality entails allocation of resources and effort.Which one of the following costs increases to improve quality?

Accepted Answer

A)  prevention costs 
B)  appraisal costs 
C)  internal failure costs 
D)  external failure costs 
A)  prevention costs 
B)  appraisal costs 
C)  internal failure costs 
D)  external failure costs

Question 3

Customers typically define quality as conformance to specifications.

Accepted Answer

A) True 
 B)False

Question 4

Which of the following statements about total quality management is FALSE?

Accepted Answer

A)  Total quality management involves all employees in an organization. 
B)  The quality control department, not workers, has primary responsibility for quality reliability. 
C)  Workers have the authority to stop a production line if they see quality problems. 
D)  Quality reliability has a higher priority than does the level of output. 
A)  Total quality management involves all employees in an organization. 
B)  The quality control department, not workers, has primary responsibility for quality reliability. 
C)  Workers have the authority to stop a production line if they see quality problems. 
D)  Quality reliability has a higher priority than does the level of output.

Question 5

Which one of the following statements is TRUE?

Accepted Answer

A)  The buyer can increase the amount of defect-free raw materials by working with the supplier. 
B)  The buyer should emphasize the need to inspect quality into the product when evaluating the quality of a supplier's products. 
C)  The buyer should act independently of the engineering and quality control departments. 
D)  The buyer should always use the supplier that offers the lowest prices. 
A)  The buyer can increase the amount of defect-free raw materials by working with the supplier. 
B)  The buyer should emphasize the need to inspect quality into the product when evaluating the quality of a supplier's products. 
C)  The buyer should act independently of the engineering and quality control departments. 
D)  The buyer should always use the supplier that offers the lowest prices.

Question 6

Which one of the following statements regarding customers' definition of quality is FALSE?

Accepted Answer

A)  Conformance to specifications is not a concern for a service provider because no tangible product is produced. 
B)  Customers consider how well a product serves its intended purpose at a price they are willing to buy. 
C)  Consumers consider various aspects of quality such as value, service support, and psychological impressions. 
D)  Consumers may change their perception of quality. 
A)  Conformance to specifications is not a concern for a service provider because no tangible product is produced. 
B)  Customers consider how well a product serves its intended purpose at a price they are willing to buy. 
C)  Consumers consider various aspects of quality such as value, service support, and psychological impressions. 
D)  Consumers may change their perception of quality.

Question 7

Stable product and service designs help to reduce internal quality problems.

Accepted Answer

A) True 
 B)False

Question 8

Quality function development (QFD)is a key to improving quality through TQM because

Accepted Answer

A)  it is a method to optimally locate inspections stations in a manufacturing plant. 
B)  it strategically positions the quality function in an organization chart. 
C)  it advocates functional silos for greater efficiency. 
D)  the core of the approach is a conceptual map for interfunctional planning and communications that links customer requirements and product/service designs. 
A)  it is a method to optimally locate inspections stations in a manufacturing plant. 
B)  it strategically positions the quality function in an organization chart. 
C)  it advocates functional silos for greater efficiency. 
D)  the core of the approach is a conceptual map for interfunctional planning and communications that links customer requirements and product/service designs.

Question 9

Describe the distinction between common and assignable causes of variation in statistical process control.

Accepted Answer

Common causes of variation are the purel

Question 10

A bank randomly looks at loan applications and checks them for errors.Ten applications and the number of errors identified on the applications are found in the following table.When the process is working correctly,the average number of errors found is 2.Construct a c-chart to determine if the process is in control.
 $$\begin{array} { | c | c | } 
\hline \begin{array} { c } 
\text { Application } \
\text { Number }
\end{array} & \begin{array} { c } 
\text { Number } \
\text { of Errors }
\end{array} \
\hline 1 & 3 \
2 & 0 \
3 & 1 \
4 & 0 \
5 & 3 \
6 & 2 \
7 & 4 \
8 & 4 \
9 & 1 \
10 & 1 \
\hline
\end{array}$$

Accepted Answer

Solution:
 \[\begin{array} { l } 
U C L

Question 11

One of the quality "gurus" defined quality using the term fitness for use to reflect the importance of understanding quality from the perspective of the customer.Who was this?

Accepted Answer

A)  Philip Crosby 
B)  Joseph M. Juran 
C)  W. Edwards Deming 
D)  Walter Shewart 
A)  Philip Crosby 
B)  Joseph M. Juran 
C)  W. Edwards Deming 
D)  Walter Shewart

Question 12

A hotel tracks the number of complaints per month.When the process is in control,there is an average of 35 complaints per month.Assume that a 2-sigma control limit is used.What is the upper control limit?

Accepted Answer

A)  less than or equal to 35 
B)  more than 35 but less than or equal to 45 
C)  more than 45 but less than or equal to 55 
D)  more than 55 
A)  less than or equal to 35 
B)  more than 35 but less than or equal to 45 
C)  more than 45 but less than or equal to 55 
D)  more than 55

Question 13

Psychological impressions are considered one aspect of quality because customers can get upset with

Accepted Answer

A)  misleading advertising. 
B)  poor craftsmanship. 
C)  discourteous employees. 
D)  slow responses to warranty claims. 
A)  misleading advertising. 
B)  poor craftsmanship. 
C)  discourteous employees. 
D)  slow responses to warranty claims.

Question 14

Functional benchmarking is based on comparisons with a direct industry competitor.

Accepted Answer

A) True 
 B)False

Question 15

Fitness for use refers to how well the product or service performs its intended purpose.

Accepted Answer

A) True 
 B)False

Question 16

Which one of the following is NOT a characteristic of a process distribution?

Accepted Answer

A)  mean 
B)  spread 
C)  shape 
D)  size 
A)  mean 
B)  spread 
C)  shape 
D)  size

Question 17

At which of the following levels will the cost of detecting product defects be the highest?

Accepted Answer

A)  customer 
B)  process 
C)  final testing 
D)  raw material 
A)  customer 
B)  process 
C)  final testing 
D)  raw material

Question 18

Describe the three standards of ISO that are being adopted by may leading firms.

Accepted Answer

The first,ISO 14000,focused on environme

Question 19

Which of the following can be used to eliminate "common" causes of variation?

Accepted Answer

A)  statistical process control 
B)  acceptance sampling 
C)  traditional statistical techniques 
D)  they cannot be eliminated 
A)  statistical process control 
B)  acceptance sampling 
C)  traditional statistical techniques 
D)  they cannot be eliminated

Question 20

Deming's philosophy was that quality was the responsibility of the worker.

Accepted Answer

A) True 
 B)False

Exam 6: Quality and Process Improvement

________ argued that 85% of quality problems can be attributed to managers or the systems they put in place.

Improving quality seems to be a strategic weapon in gaining market share.However,improving quality entails allocation of resources and effort.Which one of the following costs increases to improve quality?

Customers typically define quality as conformance to specifications.

Which of the following statements about total quality management is FALSE?

Which one of the following statements is TRUE?

Which one of the following statements regarding customers' definition of quality is FALSE?

Stable product and service designs help to reduce internal quality problems.

Quality function development (QFD)is a key to improving quality through TQM because

Describe the distinction between common and assignable causes of variation in statistical process control.

One of the quality "gurus" defined quality using the term fitness for use to reflect the importance of understanding quality from the perspective of the customer.Who was this?

A hotel tracks the number of complaints per month.When the process is in control,there is an average of 35 complaints per month.Assume that a 2-sigma control limit is used.What is the upper control limit?

Psychological impressions are considered one aspect of quality because customers can get upset with

Functional benchmarking is based on comparisons with a direct industry competitor.

Fitness for use refers to how well the product or service performs its intended purpose.

Which one of the following is NOT a characteristic of a process distribution?

At which of the following levels will the cost of detecting product defects be the highest?

Describe the three standards of ISO that are being adopted by may leading firms.

Which of the following can be used to eliminate "common" causes of variation?

Deming's philosophy was that quality was the responsibility of the worker.

Creating Customer Value through Operations

Supply Chain Management

Process Configuration

Capacity

Inventory Management

Lean Systems

Managing Projects

Location and Layout

Managing Demand and Forecasting

Operations Planning and Scheduling

Resource Planning

Decision Making

Financial Analysis

Work Measurement

Learning Curve Analysis

Computer-Integrated Manufacturing

Acceptance Sampling Plans

Simulation

Special Inventory Models

Linear Programming

Waiting Lines

Filters