Question 1

Identify the five core elements of ISO 14000.

Accepted Answer

The five core elements of ISO 14000 are environmental management, auditing, performance evaluation, labeling, and life cycle assessment.

Question 2

If 1 million passengers pass through the St. Louis Airport with checked baggage each month, a successful Six Sigma program for baggage handling would result in how many passengers with misplaced luggage?

Accepted Answer

A)  3.4 
B)  6.0 
C)  34 
D)  2700 
E)  6 times the monthly standard deviation of passengers 
A)  3.4 
B)  6.0 
C)  34 
D)  2700 
E)  6 times the monthly standard deviation of passengers A

Question 3

Techniques for building employee empowerment include

Accepted Answer

A)  building communication networks that include employees 
B)  developing open, supportive supervisors 
C)  moving responsibility from both managers and staff to production employees 
D)  building high-morale organizations 
E)  All of the above are techniques for employee empowerment. 
A)  building communication networks that include employees 
B)  developing open, supportive supervisors 
C)  moving responsibility from both managers and staff to production employees 
D)  building high-morale organizations 
E)  All of the above are techniques for employee empowerment. E

Question 4

If a sample of parts is measured and the mean of the measurements is outside the control limits, the process is

Accepted Answer

A)  in control, but not capable of producing within the established control limits 
B)  out of control and the process should be investigated for assignable variation 
C)  within the established control limits with only natural causes of variation 
D)  monitored closely to see if the next sample mean will also fall outside the control limits 
E)  none of the above 
A)  in control, but not capable of producing within the established control limits 
B)  out of control and the process should be investigated for assignable variation 
C)  within the established control limits with only natural causes of variation 
D)  monitored closely to see if the next sample mean will also fall outside the control limits 
E)  none of the above

Question 5

Quality can improve profitability by reducing costs. Which of the following is not an aspect of reduced costs by quality improvements?

Accepted Answer

A)  flexible pricing 
B)  increased productivity 
C)  lower rework and scrap costs 
D)  lower warranty costs 
E)  All of the above are aspects of reduced costs by quality improvements. 
A)  flexible pricing 
B)  increased productivity 
C)  lower rework and scrap costs 
D)  lower warranty costs 
E)  All of the above are aspects of reduced costs by quality improvements.

Question 6

Which of the following is not one of the major categories of costs associated with quality?

Accepted Answer

A)  prevention costs 
B)  appraisal costs 
C)  internal failures 
D)  external failures 
E)  None of the above; they are all major categories of costs associated with quality. 
A)  prevention costs 
B)  appraisal costs 
C)  internal failures 
D)  external failures 
E)  None of the above; they are all major categories of costs associated with quality.

Question 7

Arnold Palmer Hospital uses which of the following quality management techniques?

Accepted Answer

A)  Pareto charts 
B)  flowcharts 
C)  benchmarking 
D)  Just-in-Time 
E)  The hospital uses all of the above techniques. 
A)  Pareto charts 
B)  flowcharts 
C)  benchmarking 
D)  Just-in-Time 
E)  The hospital uses all of the above techniques.

Question 8

When a sample measurement falls inside the control limits, it means that

Accepted Answer

A)  each unit manufactured is good enough to sell 
B)  the process limits cannot be determined statistically 
C)  the process output exceeds the requirements 
D)  if there is no other pattern in the samples, the process is in control 
E)  the process output does not fulfill the requirements 
A)  each unit manufactured is good enough to sell 
B)  the process limits cannot be determined statistically 
C)  the process output exceeds the requirements 
D)  if there is no other pattern in the samples, the process is in control 
E)  the process output does not fulfill the requirements

Question 9

A group of employees that meet on a regular basis with a facilitator to solve work-related problems in their work area is a(n) __________.

Accepted Answer

The answer of A group of employees that meet on...

Question 10

A customer service manager at a retail clothing store has collected numerous customer complaints from the forms they fill out on merchandise returns. To analyze trends or patterns in these returns, she has organized these complaints into a small number of sources or factors. This is most closely related to the __________ tool of TQM.

Accepted Answer

A)  Taguchi loss function 
B)  cause-and-effect diagram 
C)  scatter diagram 
D)  histogram 
E)  process control chart 
A)  Taguchi loss function 
B)  cause-and-effect diagram 
C)  scatter diagram 
D)  histogram 
E)  process control chart

Question 11

A Six Sigma program has how many defects per million?

Accepted Answer

A)  3.4 
B)  34 
C)  1000 
D)  6 times the standard deviation 
E)  none of the above 
A)  3.4 
B)  34 
C)  1000 
D)  6 times the standard deviation 
E)  none of the above

Question 12

A good description of "source inspection" is inspecting

Accepted Answer

A)  materials upon delivery by the supplier 
B)  the goods at the production facility before they reach the customer 
C)  the design specifications 
D)  goods at the supplier's plant 
E)  one's own work 
A)  materials upon delivery by the supplier 
B)  the goods at the production facility before they reach the customer 
C)  the design specifications 
D)  goods at the supplier's plant 
E)  one's own work

Question 13

The definition of quality adopted by The American Society for Quality is a customer-oriented definition.

Accepted Answer

A) True 
 B)False

Question 14

Identify the major concepts of TQM.

Accepted Answer

The major concepts of total qu

Question 15

Not only customers, but stockholders, suppliers, and others, are among the __________ whose values must be protected in making ethical decisions concerning the quality of products.

Accepted Answer

The answer of Not only customers, but stockholders, suppliers, and...

Question 16

Management is concerned that workers create more product defects at the very beginning and end of a work shift than at other times of their eight hour workday. Construct a scatter diagram with the following data, collected last week. Is management justified in its belief?
 $$\begin{array} { | l | l | l | l | l | l | } 
\hline &  { \text { Number of Defects } } \
\hline & \text { Monday } & \text { Tuesday } & \text { Wednesday } & \text { Thursday } & \text { Friday } \
\hline \text { First hour at work } & 12 & 9 & 6 & 8 & 7 \
\hline \text { Second hour at work } & 6 & 5 & 3 & 4 & 5 \
\hline \text { Third hour at work } & 5 & 2 & 4 & 3 & 3 \
\hline \text { Fourth hour at work } & 4 & 0 & 5 & 2 & 3 \
\hline \text { Fifth hour at work } & 1 & 6 & 2 & 4 & 5 \
\hline \text { Sixth hour at work } & 4 & 3 & 3 & 2 & 1 \
\hline \text { Seventh hour at work } & 7 & 4 & 4 & 6 & 3 \
\hline \text { Eighth hour at work } & 5 & 7 & 8 & 5 & 9 \
\hline
\end{array}$$

Accepted Answer

@#IMG-DLM& There is fairly convincing ev

Question 17

Pareto charts are used to

Accepted Answer

A)  identify inspection points in a process 
B)  outline production schedules 
C)  organize errors, problems, or defects 
D)  show material flow 
E)  all of the above 
A)  identify inspection points in a process 
B)  outline production schedules 
C)  organize errors, problems, or defects 
D)  show material flow 
E)  all of the above

Question 18

Which of the determinants of service quality involves performing the service right the first time?

Accepted Answer

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

Question 19

In a sentence or two, summarize the contribution of Philip Crosby to quality management.

Accepted Answer

In his book "Quality Is Free," Crosby po

Question 20

To become ISO 9000 certified, organizations must

Accepted Answer

A)  document quality procedures 
B)  have an onsite assessment 
C)  have an ongoing series of audits of their products or service 
D)  all of the above 
E)  none of the above 
A)  document quality procedures 
B)  have an onsite assessment 
C)  have an ongoing series of audits of their products or service 
D)  all of the above 
E)  none of the above

Exam 6: Managing Quality

Identify the five core elements of ISO 14000.

If 1 million passengers pass through the St. Louis Airport with checked baggage each month, a successful Six Sigma program for baggage handling would result in how many passengers with misplaced luggage?

Techniques for building employee empowerment include

If a sample of parts is measured and the mean of the measurements is outside the control limits, the process is

Quality can improve profitability by reducing costs. Which of the following is not an aspect of reduced costs by quality improvements?

Which of the following is not one of the major categories of costs associated with quality?

Arnold Palmer Hospital uses which of the following quality management techniques?

When a sample measurement falls inside the control limits, it means that

A group of employees that meet on a regular basis with a facilitator to solve work-related problems in their work area is a(n) __________.

A Six Sigma program has how many defects per million?

A good description of "source inspection" is inspecting

The definition of quality adopted by The American Society for Quality is a customer-oriented definition.

Identify the major concepts of TQM.

Not only customers, but stockholders, suppliers, and others, are among the __________ whose values must be protected in making ethical decisions concerning the quality of products.

Pareto charts are used to

Which of the determinants of service quality involves performing the service right the first time?

In a sentence or two, summarize the contribution of Philip Crosby to quality management.

To become ISO 9000 certified, organizations must

Operations and Productivity

Operations Strategy in a Global Environment

Project Management

Forecasting

Design of Goods and Services

Statistical Process Control

Process Strategy

Capacity and Constraint Management

Location Strategies

Layout Strategies

Human Resources, Job Design, and Work Measurement

Supply-Chain Management

Outsourcing as a Supply-Chain Strategy

Inventory Management

Aggregate Planning

Material Requirements Planning MRP and ERP

Short-Term Scheduling

Just-In-Time and Lean Options

Maintenance and Reliability

Decision-Making Tools

Linear Programming

Transportation Models

Waiting-Line Models

Learning Curves

Simulation

Filters