Question 1

_____ is/are simply representation(s)of facts that come from some type of measurement process.

Accepted Answer

A) Data 
B) Measures 
C) Indicators 
D) Information 
A) Data 
B) Measures 
C) Indicators 
D) Information

Question 2

A fundamental problem with all the indexes is that a change in the denominator can appear to be a change in the level of quality or productivity alone.

Accepted Answer

A) True 
 B)False

Question 3

Which of the following is NOT an external failure cost?

Accepted Answer

A) Scrap and rework costs 
B) Costs due to customer complaints 
C) Product recall costs 
D) Product liability costs 
A) Scrap and rework costs 
B) Costs due to customer complaints 
C) Product recall costs 
D) Product liability costs

Question 4

In the classification of defects,a "critical defect" is one that will result in a customer complaint.

Accepted Answer

A) True 
 B)False

Question 5

At the _____ level,operational performance data such as yields,cycle times,and productivity measures help middle managers determine accomplishment of their objectives,whether they are using resources effectively,and where improvement might be necessary.

Accepted Answer

A) individual 
B) process 
C) organization 
D) industry 
A) individual 
B) process 
C) organization 
D) industry

Question 6

Which of the following is NOT one of the four main principles on which return on quality is based?

Accepted Answer

A) Quality is an investment. 
B) It is not possible to spend too much on quality. 
C) Quality efforts must be made financially accountable. 
D) Not all quality expenditures are equally valid. 
A) Quality is an investment. 
B) It is not possible to spend too much on quality. 
C) Quality efforts must be made financially accountable. 
D) Not all quality expenditures are equally valid.

Question 7

To reduce the inconsistency in calculating quality issues in products and processes,Six Sigma uses the measure of:

Accepted Answer

A) defects per million units (dpmu). 
B) errors per million opportunities (epmo). 
C) defects per million opportunities (dpmo). 
D) errors per six million opportunities (epsmu) 
A) defects per million units (dpmu). 
B) errors per million opportunities (epmo). 
C) defects per million opportunities (dpmo). 
D) errors per six million opportunities (epsmu)

Question 8

Activity-based costing organizes cost information around profit centers.

Accepted Answer

A) True 
 B)False

Question 9

To obtain this index,different product lines are weighted to approximate a standard or "average" product that is used as a common base.The reference is to the _____ base index.

Accepted Answer

A) labor 
B) cost 
C) sales 
D) unit 
A) labor 
B) cost 
C) sales 
D) unit

Question 10

When a(n)_____ is not corrected before it reaches the customer,the error becomes a(n)_____.

Accepted Answer

A) internal failure; external failure 
B) process error; product error 
C) design failure; service failure 
D) micro error; macro error 
A) internal failure; external failure 
B) process error; product error 
C) design failure; service failure 
D) micro error; macro error

Question 11

If a company finds that the level of employee satisfaction appears to predict turnover,then employee satisfaction represents ______ measure while turnover represents ______ measure.

Accepted Answer

A) a leading, a lagging 
B) a prescriptive, a predictive 
C) a dependent, an independent 
D) a prevention, an appraisal 
A) a leading, a lagging 
B) a prescriptive, a predictive 
C) a dependent, an independent 
D) a prevention, an appraisal

Question 12

A good balanced scorecard should contain:

Accepted Answer

A) lagging measure only. 
B) leading measures only. 
C) both lagging and leading measures. 
D) neither lagging nor leading measures. 
A) lagging measure only. 
B) leading measures only. 
C) both lagging and leading measures. 
D) neither lagging nor leading measures.

Question 13

The notion that each customer contact provides the potential for the occurrence of problems can be operationalized by a measure of:

Accepted Answer

A) key success factors. 
B) nonconformities per unit. 
C) activity-based costing. 
D) errors per opportunity. 
A) key success factors. 
B) nonconformities per unit. 
C) activity-based costing. 
D) errors per opportunity.

Question 14

Explain the following statement: "Quality cost programs translate quality problems into the language of top management."

Accepted Answer

Juran emphasized that the language of se

Question 15

Data mining is a type of interlinking.

Accepted Answer

A) True 
 B)False

Question 16

A "leading measure" predicts what will happen.

Accepted Answer

A) True 
 B)False

Question 17

Which of the following is NOT TRUE regarding effective performance measures?

Accepted Answer

A) They should be driven by internal and external factors that shape an organization's operating environment. 
B) They should logically be tied to key business drivers. 
C) They should be aligned with strategies and action plans. 
D) They should follow the guidelines in the Baldrige Criteria. 
A) They should be driven by internal and external factors that shape an organization's operating environment. 
B) They should logically be tied to key business drivers. 
C) They should be aligned with strategies and action plans. 
D) They should follow the guidelines in the Baldrige Criteria.

Question 18

A _____ is any mistake or error that is passed on to the customer.

Accepted Answer

A) dysfunction 
B) nonconformance 
C) return 
D) defect 
A) dysfunction 
B) nonconformance 
C) return 
D) defect

Question 19

Operational improvement is an example of a:

Accepted Answer

A) customer-focused outcome. 
B) process effectiveness outcome. 
C) leadership outcome. 
D) financial and market outcome. 
A) customer-focused outcome. 
B) process effectiveness outcome. 
C) leadership outcome. 
D) financial and market outcome.

Question 20

A measure is ______ if it provides the basis for decisions at the level at which it is applied.

Accepted Answer

A) understandable 
B) actionable 
C) observable 
D) analyzable 
A) understandable 
B) actionable 
C) observable 
D) analyzable

_____ is/are simply representation(s)of facts that come from some type of measurement process.

A fundamental problem with all the indexes is that a change in the denominator can appear to be a change in the level of quality or productivity alone.

Which of the following is NOT an external failure cost?

In the classification of defects,a "critical defect" is one that will result in a customer complaint.

At the _____ level,operational performance data such as yields,cycle times,and productivity measures help middle managers determine accomplishment of their objectives,whether they are using resources effectively,and where improvement might be necessary.

Which of the following is NOT one of the four main principles on which return on quality is based?

To reduce the inconsistency in calculating quality issues in products and processes,Six Sigma uses the measure of:

Activity-based costing organizes cost information around profit centers.

To obtain this index,different product lines are weighted to approximate a standard or "average" product that is used as a common base.The reference is to the _____ base index.

When a(n)_ is not corrected before it reaches the customer,the error becomes a(n)_.

If a company finds that the level of employee satisfaction appears to predict turnover,then employee satisfaction represents measure while turnover represents measure.

A good balanced scorecard should contain:

The notion that each customer contact provides the potential for the occurrence of problems can be operationalized by a measure of:

Explain the following statement: "Quality cost programs translate quality problems into the language of top management."

Data mining is a type of interlinking.

A "leading measure" predicts what will happen.

Which of the following is NOT TRUE regarding effective performance measures?

A _____ is any mistake or error that is passed on to the customer.

Operational improvement is an example of a:

A measure is ______ if it provides the basis for decisions at the level at which it is applied.

Introduction

Total Quality In Organizations

Philosophies And Frameworks

Strategic Focus For Performance Excellence

Focusing On Customers

High Performance Workforce Management

Process Management

Leading, building, and Sustaining Performance Excellence

Statistical Thinking And Applications

Six Sigma And Process Improvement

Design For Quality And Product Excellence

Statistical Process Control

Filters

Exam 8: Performance Measurement And Information Management

_____ is/are simply representation(s)of facts that come from some type of measurement process.

A fundamental problem with all the indexes is that a change in the denominator can appear to be a change in the level of quality or productivity alone.

Which of the following is NOT an external failure cost?

In the classification of defects,a "critical defect" is one that will result in a customer complaint.

At the _____ level,operational performance data such as yields,cycle times,and productivity measures help middle managers determine accomplishment of their objectives,whether they are using resources effectively,and where improvement might be necessary.

Which of the following is NOT one of the four main principles on which return on quality is based?

To reduce the inconsistency in calculating quality issues in products and processes,Six Sigma uses the measure of:

Activity-based costing organizes cost information around profit centers.

To obtain this index,different product lines are weighted to approximate a standard or "average" product that is used as a common base.The reference is to the _____ base index.

When a(n)_____ is not corrected before it reaches the customer,the error becomes a(n)_____.

If a company finds that the level of employee satisfaction appears to predict turnover,then employee satisfaction represents ______ measure while turnover represents ______ measure.

A good balanced scorecard should contain:

The notion that each customer contact provides the potential for the occurrence of problems can be operationalized by a measure of:

Explain the following statement: "Quality cost programs translate quality problems into the language of top management."

Data mining is a type of interlinking.

A "leading measure" predicts what will happen.

Which of the following is NOT TRUE regarding effective performance measures?

A _____ is any mistake or error that is passed on to the customer.

Operational improvement is an example of a:

A measure is ______ if it provides the basis for decisions at the level at which it is applied.

Introduction

Total Quality In Organizations

Philosophies And Frameworks

Strategic Focus For Performance Excellence

Focusing On Customers

High Performance Workforce Management

Process Management

Leading, building, and Sustaining Performance Excellence

Statistical Thinking And Applications

Six Sigma And Process Improvement

Design For Quality And Product Excellence

Statistical Process Control

Filters

When a(n)_ is not corrected before it reaches the customer,the error becomes a(n)_.

If a company finds that the level of employee satisfaction appears to predict turnover,then employee satisfaction represents measure while turnover represents measure.