Question 1

For a car, speed, acceleration, fuel consumption and ride quality are all aspects of which quality characteristic?

Accepted Answer

A)  Reliability 
B)  Durability 
C)  Appearance 
D)  Functionality 
A)  Reliability 
B)  Durability 
C)  Appearance 
D)  Functionality D

Question 2

Which of the following quality characteristics does NOT relate to 'durability'?

Accepted Answer

A)  Keeping up with industry trends. 
B)  Keeping to published flight times. 
C)  Useful life (with repair). 
A)  Keeping up with industry trends. 
B)  Keeping to published flight times. 
C)  Useful life (with repair). B

Question 3

For a car, the knowledge and courtesy of sales staff is what quality characteristic?

Accepted Answer

A)  Contact 
B)  Recovery 
C)  Reliability 
D)  Durability 
A)  Contact 
B)  Recovery 
C)  Reliability 
D)  Durability A

Question 4

Step 2 of quality planning and control involves:

Accepted Answer

A)  Defining quality characteristics 
B)  Deciding how to measure each quality characteristic 
C)  Controlling quality against set standards of quality 
D)  Finding and correcting poor quality 
A)  Defining quality characteristics 
B)  Deciding how to measure each quality characteristic 
C)  Controlling quality against set standards of quality 
D)  Finding and correcting poor quality

Question 5

Top-management support is vital to the success of TQM implementation. Which statement best represents the role of top management?

Accepted Answer

A)  Understand the principles and techniques of quality, participate in problem-solving processes, formulate and maintain a clear idea of what quality means. 
B)  Insist that TQM is seen as an important, but separate, activity and as a worthy end in itself. 
C)  Articulate the quality strategy and empower and exhort the workforce to implement it. 
D)  Involve themselves in quality teams and regularly meet with customers to understand quality issues. 
A)  Understand the principles and techniques of quality, participate in problem-solving processes, formulate and maintain a clear idea of what quality means. 
B)  Insist that TQM is seen as an important, but separate, activity and as a worthy end in itself. 
C)  Articulate the quality strategy and empower and exhort the workforce to implement it. 
D)  Involve themselves in quality teams and regularly meet with customers to understand quality issues.

Question 6

Statistical Process Control (SPC) gives guidelines on whether or not intervention should occur. In
The following scenario determine whether the occurrences should be seen as a sign to intervene:3 points one side of the line, followed by 2 points the other side, followed by 1 back the other side.

Accepted Answer

A)  Intervene 
B)  Do not intervene 
A)  Intervene 
B)  Do not intervene

Question 7

Which of the following is a criticism of the TQM approach?

Accepted Answer

A)  It is incompatible with more radical approaches such as business process re-engineering. 
B)  It focuses too much on external failure costs. 
C)  It results in higher costs of internal failure. 
D)  It results in the loss of jobs. 
A)  It is incompatible with more radical approaches such as business process re-engineering. 
B)  It focuses too much on external failure costs. 
C)  It results in higher costs of internal failure. 
D)  It results in the loss of jobs.

Question 8

Errors that occur when something is done, when a situation did not warrant it are called:

Accepted Answer

A)  Type II Errors 
B)  Type III Errors 
C)  Type I Errors 
D)  None of the above 
A)  Type II Errors 
B)  Type III Errors 
C)  Type I Errors 
D)  None of the above

Question 9

Why are disaggregated measures of quality not always useful in services?

Accepted Answer

A)  Because services are tangible. 
B)  Because some aspects of service can't be measured. 
C)  Because measurement is less important than customer loyalty. 
D)  Because disaggregated measures are complicated to use. 
A)  Because services are tangible. 
B)  Because some aspects of service can't be measured. 
C)  Because measurement is less important than customer loyalty. 
D)  Because disaggregated measures are complicated to use.

Question 10

Which of the following is an indirect benefit of quality improvements?

Accepted Answer

A)  Reduced service costs 
B)  Reduced processing time 
C)  Increased scale economies 
D)  Reduced inventory 
A)  Reduced service costs 
B)  Reduced processing time 
C)  Increased scale economies 
D)  Reduced inventory

Question 11

Which of the following methods focuses on assessing whether an incoming or outgoing batch of materials or customers is acceptable or not?

Accepted Answer

A)  Acceptance Sampling 
B)  Production Assessment 
C)  Statistical Process Control 
D)  All of the above 
A)  Acceptance Sampling 
B)  Production Assessment 
C)  Statistical Process Control 
D)  All of the above

Question 12

Contact refers to the nature of the person-to-person contact which might take place.

Accepted Answer

A) True 
 B)False

Question 13

What name is given to quality characteristics which can assessed by judgement and are dichotomous (e.g. looks OK / not OK)?

Accepted Answer

A)  Variables 
B)  Vectors 
C)  Components 
D)  Attributes 
A)  Variables 
B)  Vectors 
C)  Components 
D)  Attributes

Question 14

Which function is mainly responsible for ensuring that the actual product or service conforms to its internally specified quality level?

Accepted Answer

A)  Operations 
B)  Finance 
C)  Human Resources 
D)  Marketing 
A)  Operations 
B)  Finance 
C)  Human Resources 
D)  Marketing

Question 15

If the process average is offset from the specification range, this is termed:

Accepted Answer

A)  Incapability 
B)  One-sided capability 
C)  Deterministic capability 
D)  Lop-sided capability 
A)  Incapability 
B)  One-sided capability 
C)  Deterministic capability 
D)  Lop-sided capability

Question 16

Which of the following is a criticism of the Six Sigma approach?

Accepted Answer

A)  It results in the reduction of workforce. 
B)  It can be too hierarchical. 
C)  It is too technology-focused. 
D)  It increases costs of external failure. 
A)  It results in the reduction of workforce. 
B)  It can be too hierarchical. 
C)  It is too technology-focused. 
D)  It increases costs of external failure.

Question 17

The range of weights that can be tolerated by the operation is called the:

Accepted Answer

A)  Acceptable mean 
B)  Specification range 
C)  Variable control limit 
D)  Range of tolerance 
A)  Acceptable mean 
B)  Specification range 
C)  Variable control limit 
D)  Range of tolerance

Question 18

Total quality management (TQM) programmes are more likely to remain effective if a number of prescriptions are followed. Which of the following prescriptions should NOT be followed?

Accepted Answer

A)  Slogans and exhortations about TQM's effectiveness are avoided. 
B)  TQM should become a substitute for normal managerial leadership. 
C)  TQM does not become a separate 'bolt-on' set of activities. 
D)  Quality improvement relates to the operation's performance objectives. 
A)  Slogans and exhortations about TQM's effectiveness are avoided. 
B)  TQM should become a substitute for normal managerial leadership. 
C)  TQM does not become a separate 'bolt-on' set of activities. 
D)  Quality improvement relates to the operation's performance objectives.

Question 19

Statistical Process Control (SPC) gives guidelines on whether or not intervention should occur. In
The following scenario determine whether the occurrences should be seen as a sign to intervene:1 point over the control limit.

Accepted Answer

A)  Intervene 
B)  Do not intervene 
A)  Intervene 
B)  Do not intervene

Question 20

The implied cost models of TQM are quite similar to those used in the traditional approach to
quality

Accepted Answer

A) True 
 B)False

Exam 17: Project Management

For a car, speed, acceleration, fuel consumption and ride quality are all aspects of which quality characteristic?

Which of the following quality characteristics does NOT relate to 'durability'?

For a car, the knowledge and courtesy of sales staff is what quality characteristic?

Step 2 of quality planning and control involves:

Top-management support is vital to the success of TQM implementation. Which statement best represents the role of top management?

Statistical Process Control (SPC) gives guidelines on whether or not intervention should occur. In The following scenario determine whether the occurrences should be seen as a sign to intervene:3 points one side of the line, followed by 2 points the other side, followed by 1 back the other side.

Which of the following is a criticism of the TQM approach?

Errors that occur when something is done, when a situation did not warrant it are called:

Why are disaggregated measures of quality not always useful in services?

Which of the following is an indirect benefit of quality improvements?

Which of the following methods focuses on assessing whether an incoming or outgoing batch of materials or customers is acceptable or not?

Contact refers to the nature of the person-to-person contact which might take place.

What name is given to quality characteristics which can assessed by judgement and are dichotomous (e.g. looks OK / not OK)?

Which function is mainly responsible for ensuring that the actual product or service conforms to its internally specified quality level?

If the process average is offset from the specification range, this is termed:

Which of the following is a criticism of the Six Sigma approach?

The range of weights that can be tolerated by the operation is called the:

Total quality management (TQM) programmes are more likely to remain effective if a number of prescriptions are followed. Which of the following prescriptions should NOT be followed?

Statistical Process Control (SPC) gives guidelines on whether or not intervention should occur. In The following scenario determine whether the occurrences should be seen as a sign to intervene:1 point over the control limit.

The implied cost models of TQM are quite similar to those used in the traditional approach to quality

Introduction to Operations Management

Competitiveness, Strategic Planning, and Productivity

Demand Forecasting

Product Design

Strategic Capacity Planning

Process Design and Facility Layout

Workjob Design

Location Planning and Analysis

Management of Quality

Statistical Quality Control

Supply Chain Management

Inventory Management

Aggregate Operations Planning and Master Scheduling

Material Requirements Planning and Enterprise Resource Planning

Just-In-Time and Lean Production

Job and Staff Scheduling

Waiting-Line Analysis

Answers to Selected Problems

Tables

Working With the Normal Distribution

Filters