Question 1

To meet stockholder expectations of returns on their investment,a company finding a serious defect in its product should ______.

Accepted Answer

A) balance the cost of fixing the problem with the cost of potential liability from injuries to consumers 
B) offer to buy back stock and boost share prices 
C) inform its customers and take corrective action in a timely manner 
D) declare bankruptcy 
A) balance the cost of fixing the problem with the cost of potential liability from injuries to consumers 
B) offer to buy back stock and boost share prices 
C) inform its customers and take corrective action in a timely manner 
D) declare bankruptcy

Question 2

Design for supply chain is ______.

Accepted Answer

A) the process of designing a product so that it matches up well with the capabilities of a firm's supply chain members 
B) the process of designing the supply chain so that it is capable of producing inputs to the primary firm 
C) the process of designing the product so that it can be easily transported through the supply chain 
D) the process of locating the firm so that suppliers are located close to the firm 
A) the process of designing a product so that it matches up well with the capabilities of a firm's supply chain members 
B) the process of designing the supply chain so that it is capable of producing inputs to the primary firm 
C) the process of designing the product so that it can be easily transported through the supply chain 
D) the process of locating the firm so that suppliers are located close to the firm

Question 3

The fitness for use aspect of quality ______.

Accepted Answer

A) is specific for each user 
B) means the same thing to different users 
C) refers to the price of the product 
D) refers to compliance with government regulations 
A) is specific for each user 
B) means the same thing to different users 
C) refers to the price of the product 
D) refers to compliance with government regulations

Question 4

Sigma represents ______.

Accepted Answer

A) a student fraternity at The University of Texas at Dallas 
B) the standard deviation of outcomes in a process 
C) the mean of outcomes in a process 
D) the mode of outcomes in a process 
A) a student fraternity at The University of Texas at Dallas 
B) the standard deviation of outcomes in a process 
C) the mean of outcomes in a process 
D) the mode of outcomes in a process

Question 5

Which of the following is NOT a recommended approach for companies to use in closing service gaps?

Accepted Answer

A) They involve their customers in the service-design process. 
B) They make service improvements to respond to changes in the market. 
C) They use teamwork to foster service excellence and continuously improve it. 
D) They lower prices. 
A) They involve their customers in the service-design process. 
B) They make service improvements to respond to changes in the market. 
C) They use teamwork to foster service excellence and continuously improve it. 
D) They lower prices.

Question 6

During the analyze phase of Six Sigma,the project team ______.

Accepted Answer

A) uses statistical tools to determine the relationship between the suspected causes and their effects 
B) makes improvements to the process 
C) ensures the problem is well defined 
D) ensures the improvements are sustained 
A) uses statistical tools to determine the relationship between the suspected causes and their effects 
B) makes improvements to the process 
C) ensures the problem is well defined 
D) ensures the improvements are sustained

Question 7

Which of the following is NOT a quality organization?

Accepted Answer

A) the International Organization for Standardization (ISO) 
B) the American National Standards Institute (ANSI) 
C) the American Society for Quality (ASQ) 
D) the United Nations 
A) the International Organization for Standardization (ISO) 
B) the American National Standards Institute (ANSI) 
C) the American Society for Quality (ASQ) 
D) the United Nations

Question 8

Dimensions of tangible product quality can include ______.

Accepted Answer

A) packaging 
B) empathy 
C) reliability 
D) price 
A) packaging 
B) empathy 
C) reliability 
D) price

Question 9

Which of the following is NOT true about "specific,measurable characteristics of a product or service that customers say are necessary for their satisfaction"?

Accepted Answer

A) They are derived by the company. 
B) They are given by the customer. 
C) They are called CTQ requirements. 
D) They are referred to as critical-to-quality. 
A) They are derived by the company. 
B) They are given by the customer. 
C) They are called CTQ requirements. 
D) They are referred to as critical-to-quality.

Question 10

Benchmarking ______.

Accepted Answer

A) is the process of comparing the quality of your company's products or services and its processes with those companies considered to be world leaders in quality 
B) is one of the essential elements of the strategic marketing process 
C) is required to be compliant with government regulations 
D) is required by the ISO 
A) is the process of comparing the quality of your company's products or services and its processes with those companies considered to be world leaders in quality 
B) is one of the essential elements of the strategic marketing process 
C) is required to be compliant with government regulations 
D) is required by the ISO

Question 11

ISO certification ______.

Accepted Answer

A) is a one-time activity; that is,if the firm does not get certified,it cannot reapply. 
B) may take many assessments while the firm identifies its problems,improves,and reapplies for submission 
C) is welcomed by a company's employees but not its management 
D) is welcomed by a company's management but not its employees 
A) is a one-time activity; that is,if the firm does not get certified,it cannot reapply. 
B) may take many assessments while the firm identifies its problems,improves,and reapplies for submission 
C) is welcomed by a company's employees but not its management 
D) is welcomed by a company's management but not its employees

Question 12

Total quality management focuses on ______.

Accepted Answer

A) continuous inspection 
B) kaizen 
C) frequent inspection 
D) instant rework 
A) continuous inspection 
B) kaizen 
C) frequent inspection 
D) instant rework

Question 13

Six Sigma was developed by ______.

Accepted Answer

A) General Electric 
B) Toyota 
C) Motorola 
D) Nissan 
A) General Electric 
B) Toyota 
C) Motorola 
D) Nissan

Question 14

Which of the following statements is correct?

Accepted Answer

A) From the perspective of a consumer,quality refers to the value gained by buying a product or service at the lowest possible price. 
B) From the perspective of a producer,quality refers to the value gained by arranging for the transportation and warehousing of a product at the lowest possible price. 
C) From the perspective of a producer,quality refers to the compliance of the product with applicable government regulations. 
D) From the perspective of a consumer,quality refers to the compliance of the product with applicable ISO requirements. 
A) From the perspective of a consumer,quality refers to the value gained by buying a product or service at the lowest possible price. 
B) From the perspective of a producer,quality refers to the value gained by arranging for the transportation and warehousing of a product at the lowest possible price. 
C) From the perspective of a producer,quality refers to the compliance of the product with applicable government regulations. 
D) From the perspective of a consumer,quality refers to the compliance of the product with applicable ISO requirements.

Question 15

When the service provided does not measure up to the firm's or to the industry's standards,it is known as ______.

Accepted Answer

A) the service design and standards gap 
B) the service delivery performance gap 
C) the communication gap 
D) the service planning gap 
A) the service design and standards gap 
B) the service delivery performance gap 
C) the communication gap 
D) the service planning gap

Question 16

In the past decade,countries that offshored their production to emerging economies have ______.

Accepted Answer

A) faced serious quality problems 
B) been challenged for such practices in the World Trade Organization 
C) lost market share due to their high prices as a consequence of offshoring 
D) met with resistance from customers interested in purchasing locally produced products 
A) faced serious quality problems 
B) been challenged for such practices in the World Trade Organization 
C) lost market share due to their high prices as a consequence of offshoring 
D) met with resistance from customers interested in purchasing locally produced products

Question 17

A quality problem can originate in which stage of the supply chain?

Accepted Answer

A) acquisition of raw materials 
B) product advertising 
C) product marketing 
D) product pricing 
A) acquisition of raw materials 
B) product advertising 
C) product marketing 
D) product pricing

Question 18

Which of the following is NOT a benefit to suppliers of adopting quality practices?

Accepted Answer

A) fewer defects and returned items 
B) fewer customers 
C) less scrap and rework 
D) faster delivery and inventory replenishment times 
A) fewer defects and returned items 
B) fewer customers 
C) less scrap and rework 
D) faster delivery and inventory replenishment times

Question 19

Which of the following is true of a 99.9% defect rate?

Accepted Answer

A) one incorrect surgical procedure every 10 years 
B) two landing errors at major airports every day 
C) one aircraft landing in a cornfield each week 
D) one correct surgical procedure every year 
A) one incorrect surgical procedure every 10 years 
B) two landing errors at major airports every day 
C) one aircraft landing in a cornfield each week 
D) one correct surgical procedure every year

Question 20

In the control phase of a Six Sigma project,______.

Accepted Answer

A) the senior management checks to see if the project manager is well in control of the project 
B) the project team checks to see if quality improvements are sustained 
C) the firm makes improvements to the process 
D) the manager ensures the problem is well defined 
A) the senior management checks to see if the project manager is well in control of the project 
B) the project team checks to see if quality improvements are sustained 
C) the firm makes improvements to the process 
D) the manager ensures the problem is well defined

Exam 7: Managing for Quality

To meet stockholder expectations of returns on their investment,a company finding a serious defect in its product should ______.

Design for supply chain is ______.

The fitness for use aspect of quality ______.

Sigma represents ______.

Which of the following is NOT a recommended approach for companies to use in closing service gaps?

During the analyze phase of Six Sigma,the project team ______.

Which of the following is NOT a quality organization?

Dimensions of tangible product quality can include ______.

Which of the following is NOT true about "specific,measurable characteristics of a product or service that customers say are necessary for their satisfaction"?

Benchmarking ______.

ISO certification ______.

Total quality management focuses on ______.

Six Sigma was developed by ______.

Which of the following statements is correct?

When the service provided does not measure up to the firm's or to the industry's standards,it is known as ______.

In the past decade,countries that offshored their production to emerging economies have ______.

A quality problem can originate in which stage of the supply chain?

Which of the following is NOT a benefit to suppliers of adopting quality practices?

Which of the following is true of a 99.9% defect rate?

In the control phase of a Six Sigma project,______.

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