Question 1

With regard to Six Sigma training,which of the following statements is true?

Accepted Answer

A) Black Belt,Green Belt,and Master Black Belt represent the training level in increasing order of expertise. 
B) Green Belts represent the highest level of Six Sigma training. 
C) Green Belts have the most statistical trainings. 
D) Master Black Belts check that Six Sigma efforts are applied consistently across an organization. 
A) Black Belt,Green Belt,and Master Black Belt represent the training level in increasing order of expertise. 
B) Green Belts represent the highest level of Six Sigma training. 
C) Green Belts have the most statistical trainings. 
D) Master Black Belts check that Six Sigma efforts are applied consistently across an organization.

Question 2

Reliability,in the context of a service industry,refers to ______.

Accepted Answer

A) promptness 
B) price 
C) packaging 
D) compliance 
A) promptness 
B) price 
C) packaging 
D) compliance

Question 3

Prior to the 1700s,______.

Accepted Answer

A) there was no way to check quality 
B) the only way to check the quality of a product was by consuming the product 
C) quality was not an important consideration in manufacturing 
D) quality was checked by physically inspecting the product 
A) there was no way to check quality 
B) the only way to check the quality of a product was by consuming the product 
C) quality was not an important consideration in manufacturing 
D) quality was checked by physically inspecting the product

Question 4

One step that a company can take to improve procurement is to ______.

Accepted Answer

A) monitor the costs of poor supplier quality 
B) periodically change suppliers 
C) frequently change the team in charge of procurement 
D) inspect each unit of each product procured 
A) monitor the costs of poor supplier quality 
B) periodically change suppliers 
C) frequently change the team in charge of procurement 
D) inspect each unit of each product procured

Question 5

Which of the following statements is true with regard to costs of quality?

Accepted Answer

A) Internal failure costs are costs that result from defects or quality problems discovered inside the factory. 
B) External failure costs are costs resulting for defects in distribution or warehousing of products (i.e.,outside the manufacturing facility). 
C) An example of internal failure costs is the cost of managing product returns by unsatisfied customers. 
D) An example of external failure costs is the cost of handling product warranties. 
A) Internal failure costs are costs that result from defects or quality problems discovered inside the factory. 
B) External failure costs are costs resulting for defects in distribution or warehousing of products (i.e.,outside the manufacturing facility). 
C) An example of internal failure costs is the cost of managing product returns by unsatisfied customers. 
D) An example of external failure costs is the cost of handling product warranties.

Question 6

In identifying a process against which to benchmark a particular process,a company should ______.

Accepted Answer

A) choose a process only from an ISO-certified firm 
B) choose a process in a firm in any industry 
C) choose a process in its own company 
D) choose a process in the same department 
A) choose a process only from an ISO-certified firm 
B) choose a process in a firm in any industry 
C) choose a process in its own company 
D) choose a process in the same department

Question 7

The DMADV methodology is applied ______.

Accepted Answer

A) when we have a process with a lot of waste or non-value added steps 
B) when we are introducing a new process 
C) when we have an existing process that is highly defective 
D) when we need to revamp a very old process 
A) when we have a process with a lot of waste or non-value added steps 
B) when we are introducing a new process 
C) when we have an existing process that is highly defective 
D) when we need to revamp a very old process

Question 8

For a firm,competing on all eight dimensions of quality ______.

Accepted Answer

A) is not likely to be feasible 
B) is always required by a consumer 
C) is required to be compliant with government regulations 
D) is required to be compliant with ISO requirements 
A) is not likely to be feasible 
B) is always required by a consumer 
C) is required to be compliant with government regulations 
D) is required to be compliant with ISO requirements

Question 9

The Coca-Cola Company uses the same formula and basic bottle shape for Coke worldwide,but the labels on the bottles and their sizes vary depending upon the market.This illustrates ______.

Accepted Answer

A) thinking globally but acting locally 
B) manufacturing locally but designing globally 
C) thinking locally but acting globally 
D) manufacturing globally but designing locally 
A) thinking globally but acting locally 
B) manufacturing locally but designing globally 
C) thinking locally but acting globally 
D) manufacturing globally but designing locally

Question 10

SERVQUAL analysis ______.

Accepted Answer

A) uses defect rates in the production process to identify gaps between services customers expected to receive and what they actually receive 
B) is a method for doing gap analysis 
C) uses employee absenteeism rates to identify production defects 
D) is a predictive model applied to how target markets can be serviced 
A) uses defect rates in the production process to identify gaps between services customers expected to receive and what they actually receive 
B) is a method for doing gap analysis 
C) uses employee absenteeism rates to identify production defects 
D) is a predictive model applied to how target markets can be serviced

Question 11

Which of the following is true with regard to poka yoke?

Accepted Answer

A) It refers to mistake-proofing. 
B) It was introduced by W.Edward Deming. 
C) It was introduced in 2014. 
D) It is applicable only in service industries. 
A) It refers to mistake-proofing. 
B) It was introduced by W.Edward Deming. 
C) It was introduced in 2014. 
D) It is applicable only in service industries.

Question 12

ISO certification ______.

Accepted Answer

A) takes time but not much effort 
B) takes a lot of effort but not much time 
C) takes both time and effort 
D) takes neither time nor effort 
A) takes time but not much effort 
B) takes a lot of effort but not much time 
C) takes both time and effort 
D) takes neither time nor effort

Question 13

Which of the following is true with regard to what a sigma quality level indicates?

Accepted Answer

A) It indicates how frequently a process can be expected to deliver products of good quality. 
B) Lower sigma levels of quality mean that product reliability and customer satisfaction are higher. 
C) A low sigma level suggests there is a high defect rate in the process. 
D) A sigma quality level of 8 or higher is acceptable by ISO standards. 
A) It indicates how frequently a process can be expected to deliver products of good quality. 
B) Lower sigma levels of quality mean that product reliability and customer satisfaction are higher. 
C) A low sigma level suggests there is a high defect rate in the process. 
D) A sigma quality level of 8 or higher is acceptable by ISO standards.

Question 14

An important requirement of many laws and regulations governing products and services is ______.

Accepted Answer

A) that companies deliver value for the consumer 
B) that companies meet certain quality standards 
C) that companies deliver products and services at low prices 
D) that companies deliver products and services within a short time of being ordered 
A) that companies deliver value for the consumer 
B) that companies meet certain quality standards 
C) that companies deliver products and services at low prices 
D) that companies deliver products and services within a short time of being ordered

Question 15

Tangibles in the service sector include ______.

Accepted Answer

A) the physical features of the service facility 
B) the price of the service 
C) the packaging 
D) the speed of delivery 
A) the physical features of the service facility 
B) the price of the service 
C) the packaging 
D) the speed of delivery

Question 16

In which stage of the DMADV methodology do we check the design performance of a product and its ability to meet customer needs?

Accepted Answer

A) the Verify stage 
B) the Measure stage 
C) the Analyze stage 
D) the Design stage 
A) the Verify stage 
B) the Measure stage 
C) the Analyze stage 
D) the Design stage

Question 17

Six Sigma projects have ______.

Accepted Answer

A) specific operational targets 
B) specific hiring levels 
C) government-specified achievement levels 
D) ISO-specified achievement levels 
A) specific operational targets 
B) specific hiring levels 
C) government-specified achievement levels 
D) ISO-specified achievement levels

Question 18

In a typical health care organization,the medical error rates range ______.

Accepted Answer

A) from 67 to 309 per trillion opportunities 
B) between two sigma and three sigma 
C) to one error per second per hospital 
D) to one error per physician per procedure per day 
A) from 67 to 309 per trillion opportunities 
B) between two sigma and three sigma 
C) to one error per second per hospital 
D) to one error per physician per procedure per day

Question 19

Flexibility in the production process suggests that ______.

Accepted Answer

A) the production process should allow for low volumes of production,high product variety,and low cost 
B) the production process should allow for high volumes of production,low product variety,and high cost 
C) the production process should allow for high volumes of production,high product variety,and high cost 
D) the production process should allow for low volumes of production,low product variety,and high cost 
A) the production process should allow for low volumes of production,high product variety,and low cost 
B) the production process should allow for high volumes of production,low product variety,and high cost 
C) the production process should allow for high volumes of production,high product variety,and high cost 
D) the production process should allow for low volumes of production,low product variety,and high cost

Question 20

Which of the following is FALSE with regard to PDSA?

Accepted Answer

A) It stands for Plan,Do,Study,Act. 
B) It represents kaizen. 
C) It is known as the Juran Cycle. 
D) It is often represented in a circle. 
A) It stands for Plan,Do,Study,Act. 
B) It represents kaizen. 
C) It is known as the Juran Cycle. 
D) It is often represented in a circle.

Exam 7: Managing for Quality

With regard to Six Sigma training,which of the following statements is true?

Reliability,in the context of a service industry,refers to ______.

Prior to the 1700s,______.

One step that a company can take to improve procurement is to ______.

Which of the following statements is true with regard to costs of quality?

In identifying a process against which to benchmark a particular process,a company should ______.

The DMADV methodology is applied ______.

For a firm,competing on all eight dimensions of quality ______.

The Coca-Cola Company uses the same formula and basic bottle shape for Coke worldwide,but the labels on the bottles and their sizes vary depending upon the market.This illustrates ______.

SERVQUAL analysis ______.

Which of the following is true with regard to poka yoke?

ISO certification ______.

Which of the following is true with regard to what a sigma quality level indicates?

An important requirement of many laws and regulations governing products and services is ______.

Tangibles in the service sector include ______.

In which stage of the DMADV methodology do we check the design performance of a product and its ability to meet customer needs?

Six Sigma projects have ______.

In a typical health care organization,the medical error rates range ______.

Flexibility in the production process suggests that ______.

Which of the following is FALSE with regard to PDSA?

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