Question 1

ISO certification differs substantially from the Baldrige Award in that it:

Accepted Answer

A)  focuses primarily on quality teams. 
B)  emphasizes self-appraisal. 
C)  is an ongoing process. 
D)  is customer-driven. 
E)  is national rather than international. 
A)  focuses primarily on quality teams. 
B)  emphasizes self-appraisal. 
C)  is an ongoing process. 
D)  is customer-driven. 
E)  is national rather than international. C

Question 2

Loss of business, increased liability, decreased productivity, and higher costs are all likely consequences of:

Accepted Answer

A)  labor unions. 
B)  globalization. 
C)  poor quality. 
D)  robotics. 
E)  micro-factories. 
A)  labor unions. 
B)  globalization. 
C)  poor quality. 
D)  robotics. 
E)  micro-factories. C

Question 3

Broadly defined, quality refers to the ability of a product or service to occasionally meet or exceed customer expectations.

Accepted Answer

A) True 
 B)False  False

Question 4

A technique for focusing attention on the most important problem areas is:

Accepted Answer

A)  quality circles. 
B)  quality assurance. 
C)  brainstorming. 
D)  Pareto analysis. 
E)  cause-and-effect analysis. 
A)  quality circles. 
B)  quality assurance. 
C)  brainstorming. 
D)  Pareto analysis. 
E)  cause-and-effect analysis.

Question 5

A chart showing the number of occurrences by category would be used in:

Accepted Answer

A)  Pareto analysis. 
B)  interviewing. 
C)  cause-and-effect diagrams. 
D)  benchmarking. 
E)  quality function deployment. 
A)  Pareto analysis. 
B)  interviewing. 
C)  cause-and-effect diagrams. 
D)  benchmarking. 
E)  quality function deployment.

Question 6

Juran describes quality management as a trilogy that consists of quality planning, control of quality costs, and quality improvement.

Accepted Answer

A) True 
 B)False

Question 7

Six Sigma programs have both management and technical components.

Accepted Answer

A) True 
 B)False

Question 8

Quality certification refers to a process of 100 percent inspection to catch all defective products before they leave the company; this allows every item to be certified defect free.

Accepted Answer

A) True 
 B)False

Question 9

High performance and low prices are both considered to be dimensions of quality.

Accepted Answer

A) True 
 B)False

Question 10

Poor quality has a positive effect on productivity because it usually takes longer to produce a good part.

Accepted Answer

A) True 
 B)False

Question 11

Six sigma programs involve both __________ and __________ components.

Accepted Answer

A)  probabilistic; deterministic 
B)  logistical; managerial 
C)  statistical; probabilistic 
D)  managerial; technical 
E)  local; global 
A)  probabilistic; deterministic 
B)  logistical; managerial 
C)  statistical; probabilistic 
D)  managerial; technical 
E)  local; global

Question 12

If the majority of service customers are satisfied, it is likely that all service customers will be satisfied.

Accepted Answer

A) True 
 B)False

Question 13

The Baldrige Award aims to:
(I) publicize successful quality programs.
(II) recognize quality achievements of U.S. companies.
(III) stimulate efforts to improve quality.
(IV) distribute the grant money available for improved quality.

Accepted Answer

A)  I and IV only 
B)  I and II only 
C)  II and III only 
D)  I, II, III, and IV 
E)  I, II, and III only 
A)  I and IV only 
B)  I and II only 
C)  II and III only 
D)  I, II, III, and IV 
E)  I, II, and III only

Question 14

Regardless of superior quality, consumers will not pay premium prices.

Accepted Answer

A) True 
 B)False

Question 15

The quality tool which helps focus on the most important problem areas based on the 80-20 rule is:

Accepted Answer

A)  brainstorming. 
B)  check sheets. 
C)  Pareto analysis. 
D)  cause-and-effect diagrams. 
E)  fail-safe methods. 
A)  brainstorming. 
B)  check sheets. 
C)  Pareto analysis. 
D)  cause-and-effect diagrams. 
E)  fail-safe methods.

Question 16

In order for TQM to be successful, it is essential that most of the organization be:

Accepted Answer

A)  members of quality circles. 
B)  under contract. 
C)  ISO certified. 
D)  trained in error detection techniques. 
E)  in agreement with the philosophy and its goals. 
A)  members of quality circles. 
B)  under contract. 
C)  ISO certified. 
D)  trained in error detection techniques. 
E)  in agreement with the philosophy and its goals.

Question 17

Among the guiding principles of six sigma are:
(I) Reduction of variation is an important goal.
(II) Valid measurement is critical.
(III) Outputs determine inputs.
(IV) We should focus on those critical few influences on our quality.

Accepted Answer

A)  I, II, and IV only 
B)  II and IV only 
C)  I and III only 
D)  I, II, III, and IV 
E)  III only 
A)  I, II, and IV only 
B)  II and IV only 
C)  I and III only 
D)  I, II, III, and IV 
E)  III only

Question 18

The customer is the focal point and customer satisfaction is the driving force in quality management.

Accepted Answer

A) True 
 B)False

Question 19

The quality tool that resembles a "fishbone" is:

Accepted Answer

A)  brainstorming. 
B)  check sheets. 
C)  Pareto analysis. 
D)  cause-and-effect diagrams. 
E)  fail-safe methods. 
A)  brainstorming. 
B)  check sheets. 
C)  Pareto analysis. 
D)  cause-and-effect diagrams. 
E)  fail-safe methods.

Question 20

ISO 9000 currently stresses _____ of a certified organization.

Accepted Answer

A)  minimizing harmful environmental effects 
B)  product diversity 
C)  inclusion of reused components in the office equipment 
D)  a minimum of four supervisory levels 
E)  continual improvement 
A)  minimizing harmful environmental effects 
B)  product diversity 
C)  inclusion of reused components in the office equipment 
D)  a minimum of four supervisory levels 
E)  continual improvement

Exam 13: Management of Quality

ISO certification differs substantially from the Baldrige Award in that it:

Loss of business, increased liability, decreased productivity, and higher costs are all likely consequences of:

Broadly defined, quality refers to the ability of a product or service to occasionally meet or exceed customer expectations.

A technique for focusing attention on the most important problem areas is:

A chart showing the number of occurrences by category would be used in:

Juran describes quality management as a trilogy that consists of quality planning, control of quality costs, and quality improvement.

Six Sigma programs have both management and technical components.

Quality certification refers to a process of 100 percent inspection to catch all defective products before they leave the company; this allows every item to be certified defect free.

High performance and low prices are both considered to be dimensions of quality.

Poor quality has a positive effect on productivity because it usually takes longer to produce a good part.

Six sigma programs involve both __________ and __________ components.

If the majority of service customers are satisfied, it is likely that all service customers will be satisfied.

The Baldrige Award aims to: (I) publicize successful quality programs. (II) recognize quality achievements of U.S. companies. (III) stimulate efforts to improve quality. (IV) distribute the grant money available for improved quality.

Regardless of superior quality, consumers will not pay premium prices.

The quality tool which helps focus on the most important problem areas based on the 80-20 rule is:

In order for TQM to be successful, it is essential that most of the organization be:

Among the guiding principles of six sigma are: (I) Reduction of variation is an important goal. (II) Valid measurement is critical. (III) Outputs determine inputs. (IV) We should focus on those critical few influences on our quality.

The customer is the focal point and customer satisfaction is the driving force in quality management.

The quality tool that resembles a "fishbone" is:

ISO 9000 currently stresses _____ of a certified organization.

Introduction to Operations Management

Competitiveness

Forecasting

Product and Service Design

RELIABILITY – Static

Strategic Capacity Planning for Products and Services

Decision Theory– Static

Process Selection and Facility Layout

Work Design and Measurement

learning curve– Static

Location Planning and Analysis

The Transportation Model– Static

Quality Control

Acceptance Sampling– Static

Aggregate Planning and Master Scheduling

MRP and ERP

Inventory Management

JIT and Lean Operations

Maintenance– Static

Supply Chain Management

Scheduling

Project Management

Management of Waiting Lines

Linear Programming

Filters

Six sigma programs involve both and components.