Question 1

Many factors lost by disaggregating quality characteristics are those embedded in the design of the
product.

Accepted Answer

A) True 
 B)False

Question 2

TQM can be seen as an extension of the traditional approach to quality - inspection-based quality
control being replaced by the concept of quality assurance which in turn has been superseded by
TQM.

Accepted Answer

A) True 
 B)False

Question 3

TQM lays particular emphasis on which one of the following areas?

Accepted Answer

A)  Business Process Re-engineering. 
B)  Getting the customer-facing part of the operation right. 
C)  Delighting the customer. 
D)  Meeting the needs of customers, covering all parts of the organisation, continuous improvement. 
A)  Business Process Re-engineering. 
B)  Getting the customer-facing part of the operation right. 
C)  Delighting the customer. 
D)  Meeting the needs of customers, covering all parts of the organisation, continuous improvement.

Question 4

In the Six Sigma approach, what is the name of those who work within improvement teams, possibly as team leaders?

Accepted Answer

A)  Master Green Belt 
B)  Master Black Belt 
C)  Black Belt 
D)  Green Belt 
A)  Master Green Belt 
B)  Master Black Belt 
C)  Black Belt 
D)  Green Belt

Question 5

Internal failure costs are costs associated with errors that are dealt with inside the operation.

Accepted Answer

A) True 
 B)False

Question 6

Step 5 of quality planning and control involves:

Accepted Answer

A)  Controlling quality against set standards 
B)  Finding and correcting causes of poor quality 
C)  Continuing to make improvements to quality 
D)  Deciding how to measure each quality characteristic 
A)  Controlling quality against set standards 
B)  Finding and correcting causes of poor quality 
C)  Continuing to make improvements to quality 
D)  Deciding how to measure each quality characteristic

Question 7

What factors appear to be influential in ensuring the success of TQM?

Accepted Answer

A)  Quality strategy, top management support, a steering group, appropriate training and recognition and reward. 
B)  Motivate the workforce through a programme of hype, slogans and exhortations. 
C)  Committed workers and supervisors, investment in training, financial benefits for staff. 
D)  Focus TQM on the areas of the operations that have the greatest impact on customers. 
A)  Quality strategy, top management support, a steering group, appropriate training and recognition and reward. 
B)  Motivate the workforce through a programme of hype, slogans and exhortations. 
C)  Committed workers and supervisors, investment in training, financial benefits for staff. 
D)  Focus TQM on the areas of the operations that have the greatest impact on customers.

Question 8

Acceptance sampling is concerned with sampling the process during the production of goods or
the delivery of service.

Accepted Answer

A) True 
 B)False

Question 9

Which of the following is a product, service, and website characteristic for an online grocery shopping service?

Accepted Answer

A)  Staff attitude 
B)  Product range 
C)  Site uptime 
D)  Shelf life 
A)  Staff attitude 
B)  Product range 
C)  Site uptime 
D)  Shelf life

Question 10

Which of the following is an example of a 'recovery' quality characteristic?

Accepted Answer

A)  Mean time between failures 
B)  Ease of repair 
C)  Courtesy of contact personnel 
D)  Knowledge of sales staff 
A)  Mean time between failures 
B)  Ease of repair 
C)  Courtesy of contact personnel 
D)  Knowledge of sales staff

Question 11

Which of the following is NOT a decision involved in Step 4 of quality planning and control?

Accepted Answer

A)  Should customers check the product or the service provider? 
B)  Should checks be made for every product or service? 
C)  Where in the operation should checks be made? 
D)  How should checks be performed? 
A)  Should customers check the product or the service provider? 
B)  Should checks be made for every product or service? 
C)  Where in the operation should checks be made? 
D)  How should checks be performed?

Question 12

If a batch of products is deemed to be unsatisfactory and withdrawn, but is in fact of an acceptable standard to sell, what type of error has occurred?

Accepted Answer

A)  Type III Error 
B)  Type I Error 
C)  Type II Error 
D)  Determination Error 
A)  Type III Error 
B)  Type I Error 
C)  Type II Error 
D)  Determination Error

Question 13

Reliability is the consistency of the product's or service's performance over time.

Accepted Answer

A) True 
 B)False

Question 14

UTL stands for:

Accepted Answer

A)  Upper Component Target 
B)  Unnecessary Control Target 
C)  Upper Control Tolerance 
D)  Unique Component Tolerance 
A)  Upper Component Target 
B)  Unnecessary Control Target 
C)  Upper Control Tolerance 
D)  Unique Component Tolerance

Question 15

TQM puts the customer at the forefront of quality decision making. Customer's needs and
expectations are always considered first in measuring achieved quality.

Accepted Answer

A) True 
 B)False

Question 16

Which one of the following would normally be considered as one of the 'costs of quality'?

Accepted Answer

A)  Research and development costs 
B)  Stockholding costs 
C)  Internal failure costs 
D)  Marketing costs 
E)  Distribution costs 
A)  Research and development costs 
B)  Stockholding costs 
C)  Internal failure costs 
D)  Marketing costs 
E)  Distribution costs

Question 17

Which one of the following would normally be considered as one of the 'costs of quality'?

Accepted Answer

A)  Performance-related pay 
B)  The Economic Order Quantity 
C)  Appraisal costs 
D)  Relocation costs 
E)  Purchase order discounts 
A)  Performance-related pay 
B)  The Economic Order Quantity 
C)  Appraisal costs 
D)  Relocation costs 
E)  Purchase order discounts

Question 18

If road conditions are unsafe to cross, but an individual decides to cross, what type of error has occurred?

Accepted Answer

A)  Positive Distortion Error 
B)  Type II Error 
C)  Negative Distortion Error 
D)  Type I Error 
A)  Positive Distortion Error 
B)  Type II Error 
C)  Negative Distortion Error 
D)  Type I Error

Question 19

The TQM approach suggests that each individual has an impact on quality.

Accepted Answer

A) True 
 B)False

Question 20

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

Accepted Answer

A)  Reduced scrap 
B)  Reduced inventory 
C)  Improved image 
D)  Reduced cost of inspection 
A)  Reduced scrap 
B)  Reduced inventory 
C)  Improved image 
D)  Reduced cost of inspection

Exam 17: Project Management

Many factors lost by disaggregating quality characteristics are those embedded in the design of the product.

TQM can be seen as an extension of the traditional approach to quality - inspection-based quality control being replaced by the concept of quality assurance which in turn has been superseded by TQM.

TQM lays particular emphasis on which one of the following areas?

In the Six Sigma approach, what is the name of those who work within improvement teams, possibly as team leaders?

Internal failure costs are costs associated with errors that are dealt with inside the operation.

Step 5 of quality planning and control involves:

What factors appear to be influential in ensuring the success of TQM?

Acceptance sampling is concerned with sampling the process during the production of goods or the delivery of service.

Which of the following is a product, service, and website characteristic for an online grocery shopping service?

Which of the following is an example of a 'recovery' quality characteristic?

Which of the following is NOT a decision involved in Step 4 of quality planning and control?

If a batch of products is deemed to be unsatisfactory and withdrawn, but is in fact of an acceptable standard to sell, what type of error has occurred?

Reliability is the consistency of the product's or service's performance over time.

UTL stands for:

TQM puts the customer at the forefront of quality decision making. Customer's needs and expectations are always considered first in measuring achieved quality.

Which one of the following would normally be considered as one of the 'costs of quality'?

Which one of the following would normally be considered as one of the 'costs of quality'?

If road conditions are unsafe to cross, but an individual decides to cross, what type of error has occurred?

The TQM approach suggests that each individual has an impact on quality.

Which of the following is an indirect benefit of improved 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