Question 1

A central feature of TQM ______.

Accepted Answer

A) is using statistical tools to collect and analyze data 
B) is using only PhDs on the shop floor 
C) is inspecting each unit of each product 
D) is terminating employees if they make a single defective product 
A) is using statistical tools to collect and analyze data 
B) is using only PhDs on the shop floor 
C) is inspecting each unit of each product 
D) is terminating employees if they make a single defective product A

Question 2

In the PAF Cost Model,PAF stands for ______.

Accepted Answer

A) prevention,appraisal,failure 
B) planning,action,feedback 
C) prevent,act,feedback 
D) planning,appraisal,feedback 
A) prevention,appraisal,failure 
B) planning,action,feedback 
C) prevent,act,feedback 
D) planning,appraisal,feedback A

Question 3

Which of the following can result from improving quality?

Accepted Answer

A) higher customer satisfaction 
B) higher costs 
C) reduced compliance 
D) loss of market share 
A) higher customer satisfaction 
B) higher costs 
C) reduced compliance 
D) loss of market share A

Question 4

The perception gap ______.

Accepted Answer

A) is the gap between what the customer expected and what the producer delivered 
B) is subject to each individual's interpretation 
C) is dependent on government regulations 
D) is dependent on ISO regulations 
A) is the gap between what the customer expected and what the producer delivered 
B) is subject to each individual's interpretation 
C) is dependent on government regulations 
D) is dependent on ISO regulations

Question 5

Walter A.Shewhart ______.

Accepted Answer

A) worked as a statistician in Bell Laboratories during the 1920s 
B) developed the assembly line 
C) is associated with the Deming Wheel 
D) introduced the concept of interchangeable parts 
A) worked as a statistician in Bell Laboratories during the 1920s 
B) developed the assembly line 
C) is associated with the Deming Wheel 
D) introduced the concept of interchangeable parts

Question 6

Which of the following is NOT one of the goals of the Baldrige Quality Award?

Accepted Answer

A) making quality a national priority 
B) disseminating best practices across the United States 
C) lowering production costs across the country 
D) contributing to the economy as a whole 
A) making quality a national priority 
B) disseminating best practices across the United States 
C) lowering production costs across the country 
D) contributing to the economy as a whole

Question 7

Perceived quality is ______.

Accepted Answer

A) the customer's view of quality 
B) the tangible characteristics of a product 
C) the quality actually received by the consumer 
D) the price paid by the consumer 
A) the customer's view of quality 
B) the tangible characteristics of a product 
C) the quality actually received by the consumer 
D) the price paid by the consumer

Question 8

Eli Whitney ______.

Accepted Answer

A) invented the assembly line 
B) encouraged the use of interchangeable parts 
C) developed the concept of Six Sigma 
D) introduced robust product design 
A) invented the assembly line 
B) encouraged the use of interchangeable parts 
C) developed the concept of Six Sigma 
D) introduced robust product design

Question 9

Which of the following concepts is NOT attributed to Genichi Taguchi?

Accepted Answer

A) tracking the financial loss to society as a result of poor quality 
B) robust design 
C) design of experiments 
D) interchangeable parts 
A) tracking the financial loss to society as a result of poor quality 
B) robust design 
C) design of experiments 
D) interchangeable parts

Question 10

Which of the following is NOT one of the dimensions on which customers evaluate service quality?

Accepted Answer

A) service reliability 
B) service responsiveness 
C) service assurance 
D) service durability 
A) service reliability 
B) service responsiveness 
C) service assurance 
D) service durability

Question 11

Quality may be defined as ______.

Accepted Answer

A) the product's conformance to design specifications 
B) the product's fitness for its unintended use 
C) the long term service contract associated with the product 
D) the product's usefulness for different applications 
A) the product's conformance to design specifications 
B) the product's fitness for its unintended use 
C) the long term service contract associated with the product 
D) the product's usefulness for different applications

Question 12

Prevention costs include ______.

Accepted Answer

A) costs incurred to prevent defects and errors from occurring before manufacturing the product or delivering the service 
B) costs of inspecting employees after they have manufactured a product 
C) costs of managing product returns 
D) liability resulting from product defects 
A) costs incurred to prevent defects and errors from occurring before manufacturing the product or delivering the service 
B) costs of inspecting employees after they have manufactured a product 
C) costs of managing product returns 
D) liability resulting from product defects

Question 13

The standardization of parts was encouraged by ______.

Accepted Answer

A) Eli Whitney 
B) Frederick Taylor 
C) Adam Smith 
D) Henry Ford 
A) Eli Whitney 
B) Frederick Taylor 
C) Adam Smith 
D) Henry Ford

Question 14

Which of the following statements does NOT correctly pair a quality tool with its description?

Accepted Answer

A) process flow chart: visually displays a process 
B) histogram: identifies the pattern and frequency of data distribution 
C) Pareto chart: identifies those problems that occur with the highest frequency 
D) scatter diagram: shows the extent and direction of the relationship between two variables 
A) process flow chart: visually displays a process 
B) histogram: identifies the pattern and frequency of data distribution 
C) Pareto chart: identifies those problems that occur with the highest frequency 
D) scatter diagram: shows the extent and direction of the relationship between two variables

Question 15

The success of Six Sigma efforts depends on ______.

Accepted Answer

A) the support of a firm's management 
B) the number of PhDs among the firm's employees 
C) whether the firm is ISO certified 
D) whether the firm is in a manufacturing or in a service industry 
A) the support of a firm's management 
B) the number of PhDs among the firm's employees 
C) whether the firm is ISO certified 
D) whether the firm is in a manufacturing or in a service industry

Question 16

Which of the following is NOT true regarding Six Sigma?

Accepted Answer

A) It seeks to improve quality by removing defects. 
B) It seeks to improve quality by minimizing process variations. 
C) It is a data-driven quality management method. 
D) It seeks to improve quality by eliminating waste. 
A) It seeks to improve quality by removing defects. 
B) It seeks to improve quality by minimizing process variations. 
C) It is a data-driven quality management method. 
D) It seeks to improve quality by eliminating waste.

Question 17

In measuring service quality,the perception gap is the difference between what customers ______.

Accepted Answer

A) expect to receive from a service and what they actually receive 
B) expect to pay for a service and what they actually pay 
C) are paid for a service and what it cost the supplier to provide that service 
D) receive from a service and what the government requirements stipulate they should receive 
A) expect to receive from a service and what they actually receive 
B) expect to pay for a service and what they actually pay 
C) are paid for a service and what it cost the supplier to provide that service 
D) receive from a service and what the government requirements stipulate they should receive

Question 18

Employees can be encouraged to contribute to quality by ______.

Accepted Answer

A) giving production workers more authority and responsibility 
B) discouraging them from forming quality circles 
C) firing them if they do not perform better 
D) requiring each unit of each product to be inspected 
A) giving production workers more authority and responsibility 
B) discouraging them from forming quality circles 
C) firing them if they do not perform better 
D) requiring each unit of each product to be inspected

Question 19

Which of the following is NOT included in calculating the cost of quality?

Accepted Answer

A) activities to prevent poor quality 
B) activities to measure quality 
C) activities to fix poor quality 
D) activities to fix price 
A) activities to prevent poor quality 
B) activities to measure quality 
C) activities to fix poor quality 
D) activities to fix price

Question 20

Which of the following terms is NOT correctly paired with its description?

Accepted Answer

A) performance: the extent to which a product's design and operating features meet the specifications the producer of the product has established for it 
B) conformance: a product's primary attributes or operational features 
C) durability: the average life of a product until it deteriorates and needs replacement 
D) empathy: the price of a product relative to the service associated with it 
A) performance: the extent to which a product's design and operating features meet the specifications the producer of the product has established for it 
B) conformance: a product's primary attributes or operational features 
C) durability: the average life of a product until it deteriorates and needs replacement 
D) empathy: the price of a product relative to the service associated with it

Exam 7: Managing for Quality

A central feature of TQM ______.

In the PAF Cost Model,PAF stands for ______.

Which of the following can result from improving quality?

The perception gap ______.

Walter A.Shewhart ______.

Which of the following is NOT one of the goals of the Baldrige Quality Award?

Perceived quality is ______.

Eli Whitney ______.

Which of the following concepts is NOT attributed to Genichi Taguchi?

Which of the following is NOT one of the dimensions on which customers evaluate service quality?

Quality may be defined as ______.

Prevention costs include ______.

The standardization of parts was encouraged by ______.

Which of the following statements does NOT correctly pair a quality tool with its description?

The success of Six Sigma efforts depends on ______.

Which of the following is NOT true regarding Six Sigma?

In measuring service quality,the perception gap is the difference between what customers ______.

Employees can be encouraged to contribute to quality by ______.

Which of the following is NOT included in calculating the cost of quality?

Which of the following terms is NOT correctly paired with its description?

Introduction to Managing Global Operations and Supply Chains

Operations and Supply Chain Strategies

Project Management

Supplement: Project Management

Product and Service Innovations

Supplement: Reliability

Quality Improvement and Control Tools

Capacity Planning

Supply Chain Design and Location Planning

Process Design and Layout Planning

Supplement: Tools for Analyzing, Designing, and Selecting Processes and Layouts

Supplier Management

Logistics Management

Demand Management and Customer Service

Demand Forecasting Methods

Lean Operations and Supply Chains

Inventory Management

Inventory Control Models

Sales and Operations Planning

Master Scheduling and Material Requirements Planning

Supplement: Capacity Requirements Planning, MRP II, ERP, and DRP

Detailed Scheduling

Linear Programming

The Transportation Models

Waiting Line Models

Simulation

Learning Curves

Decision-Making Tools

Filters