Question 1

When suppliers become committed to Six Sigma,______.

Accepted Answer

A) the improvement in the quality of the inputs they provide will flow downstream to a firm's own operations 
B) the improvement in the quality of the inputs they provide will flow upstream to a firm's own operations 
C) the end consumers will have to pay higher prices 
D) ISO certification requirements can be easily met 
A) the improvement in the quality of the inputs they provide will flow downstream to a firm's own operations 
B) the improvement in the quality of the inputs they provide will flow upstream to a firm's own operations 
C) the end consumers will have to pay higher prices 
D) ISO certification requirements can be easily met

Question 2

Which of the following is NOT a consequence of the poor management of the quality of a company's supply chain?

Accepted Answer

A) damage to a company's reputation 
B) financial losses 
C) legal liability issues 
D) increase in customer satisfaction 
A) damage to a company's reputation 
B) financial losses 
C) legal liability issues 
D) increase in customer satisfaction

Question 3

Which of the following is NOT a consequence of a high sigma level of quality?

Accepted Answer

A) Product reliability and customer satisfaction are higher. 
B) The need for testing and inspection is lower. 
C) Cycle times and costs decrease. 
D) Product returns are higher. 
A) Product reliability and customer satisfaction are higher. 
B) The need for testing and inspection is lower. 
C) Cycle times and costs decrease. 
D) Product returns are higher.

Question 4

TQM ______.

Accepted Answer

A) is a quick fix 
B) is costless because quality is free 
C) may take several years to implement fully 
D) is required to meet ISO certification standards 
A) is a quick fix 
B) is costless because quality is free 
C) may take several years to implement fully 
D) is required to meet ISO certification standards

Question 5

Two models that firms can use to measure perception gap are ______.

Accepted Answer

A) the RATER model and the GAP model 
B) the Du Pont model and the Monsanto model 
C) the Consumer model and the Producer model 
D) the Government model and the ISO model 
A) the RATER model and the GAP model 
B) the Du Pont model and the Monsanto model 
C) the Consumer model and the Producer model 
D) the Government model and the ISO model

Question 6

Which of the following is NOT one of the five dimensions that the RATER model focuses on?

Accepted Answer

A) reliability 
B) responsiveness 
C) empathy 
D) durability 
A) reliability 
B) responsiveness 
C) empathy 
D) durability

Question 7

Which of the following is NOT true of the Seal of Geneva?

Accepted Answer

A) It is a rigorous set of quality and aesthetic standards. 
B) It is over 100 years old. 
C) It represents The Official Seal of the City of Geneva. 
D) It is a set of aesthetic standards. 
A) It is a rigorous set of quality and aesthetic standards. 
B) It is over 100 years old. 
C) It represents The Official Seal of the City of Geneva. 
D) It is a set of aesthetic standards.

Question 8

Which of the following is NOT true regarding Six Sigma?

Accepted Answer

A) In it,the six refers to the total number of standard deviations from the mean (3 to the left of the mean,3 to the right of the mean). 
B) It represents a 99.9997% defect-free rate. 
C) It represents 3.4 defect per million. 
D) It was introduced by Motorola. 
A) In it,the six refers to the total number of standard deviations from the mean (3 to the left of the mean,3 to the right of the mean). 
B) It represents a 99.9997% defect-free rate. 
C) It represents 3.4 defect per million. 
D) It was introduced by Motorola.

Question 9

Which of the following statements is true with regard to Edward Deming?

Accepted Answer

A) He taught statistical quality control methods to the Germans during World War II. 
B) He taught statistical quality control methods to the Japanese after World War II. 
C) He taught statistical quality control methods to the Russians before World War II. 
D) He taught statistical quality control methods to the Japanese before World War I. 
A) He taught statistical quality control methods to the Germans during World War II. 
B) He taught statistical quality control methods to the Japanese after World War II. 
C) He taught statistical quality control methods to the Russians before World War II. 
D) He taught statistical quality control methods to the Japanese before World War I.

Question 10

The Malcolm Baldrige National Quality Award ______.

Accepted Answer

A) was named after the U.S.Senator for Quality 
B) honors organizations that produce quality products and services 
C) is restricted to European companies 
D) applies only to service industries 
A) was named after the U.S.Senator for Quality 
B) honors organizations that produce quality products and services 
C) is restricted to European companies 
D) applies only to service industries

Question 11

The term total quality control was introduced by ______.

Accepted Answer

A) Armand Feigenbaum in 1969 
B) Joseph Juran in 1954 
C) Eli Whitney in 1895 
D) Adam Smith in 1776 
A) Armand Feigenbaum in 1969 
B) Joseph Juran in 1954 
C) Eli Whitney in 1895 
D) Adam Smith in 1776

Question 12

Which of the following is NOT an element in a project charter?

Accepted Answer

A) the project's objective 
B) expected timeline 
C) budget and scope 
D) actual hours spent on a project 
A) the project's objective 
B) expected timeline 
C) budget and scope 
D) actual hours spent on a project

Question 13

Which of the following is NOT a good measure of electronic service quality for a company that has a website for marketing its products or services?

Accepted Answer

A) the quantity of the information on the site 
B) how well it's personalized for the shopper 
C) the site's safety or security 
D) the site's usability,reliability,and responsiveness 
A) the quantity of the information on the site 
B) how well it's personalized for the shopper 
C) the site's safety or security 
D) the site's usability,reliability,and responsiveness

Question 14

Which of the following is NOT true regarding the Malcolm Baldrige National Quality Award?

Accepted Answer

A) is now known as the Baldrige Performance Excellence Program 
B) recognizes companies (e.g.,Apple)for producing excellent products (e.g.,iPhone) 
C) can be awarded to hospitals (i.e.,it does not apply only to manufacturing organizations) 
D) was named after the U.S.Senator for Quality 
A) is now known as the Baldrige Performance Excellence Program 
B) recognizes companies (e.g.,Apple)for producing excellent products (e.g.,iPhone) 
C) can be awarded to hospitals (i.e.,it does not apply only to manufacturing organizations) 
D) was named after the U.S.Senator for Quality

Question 15

Which of the following is FALSE regarding the International Organization for Standardization?

Accepted Answer

A) It is represented by the letters ISO. 
B) It was created in 1966. 
C) It is based in Geneva,Switzerland. 
D) It has representatives from various national standards organizations. 
A) It is represented by the letters ISO. 
B) It was created in 1966. 
C) It is based in Geneva,Switzerland. 
D) It has representatives from various national standards organizations.

Question 16

Companies can set more stringent quality requirements for their suppliers by ______.

Accepted Answer

A) implementing a comprehensive supplier certification program 
B) requiring vendors to obtain ISO certification 
C) terminating suppliers if they supply certain percentage of defective input 
D) not outsourcing any raw material purchases 
A) implementing a comprehensive supplier certification program 
B) requiring vendors to obtain ISO certification 
C) terminating suppliers if they supply certain percentage of defective input 
D) not outsourcing any raw material purchases

Question 17

Which of the following is true with regard to the Deming Prize?

Accepted Answer

A) It was introduced by the U.S.government in 1950. 
B) Today,its award is restricted to Japanese companies. 
C) Its introduction was met with a lot of resistance from the ISO. 
D) The Union of Japanese Scientists and Engineers instituted the Deming Prize. 
A) It was introduced by the U.S.government in 1950. 
B) Today,its award is restricted to Japanese companies. 
C) Its introduction was met with a lot of resistance from the ISO. 
D) The Union of Japanese Scientists and Engineers instituted the Deming Prize.

Question 18

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

Accepted Answer

A) gathers data 
B) makes improvements to the process 
C) ensures the problem is well defined 
D) ensures the improvements are sustained 
A) gathers data 
B) makes improvements to the process 
C) ensures the problem is well defined 
D) ensures the improvements are sustained

Question 19

W.Edward Deming suggested that slogans and targets for the work force ______.

Accepted Answer

A) create collaborative relationships 
B) are not likely to be productive 
C) will increase worker morale 
D) will increase worker motivation 
A) create collaborative relationships 
B) are not likely to be productive 
C) will increase worker morale 
D) will increase worker motivation

Question 20

In which two of the five phases of Six Sigma are data collected?

Accepted Answer

A) analyze and improve 
B) define and measure 
C) measure and improve 
D) improve and control 
A) analyze and improve 
B) define and measure 
C) measure and improve 
D) improve and control

Exam 7: Managing for Quality

When suppliers become committed to Six Sigma,______.

Which of the following is NOT a consequence of the poor management of the quality of a company's supply chain?

Which of the following is NOT a consequence of a high sigma level of quality?

TQM ______.

Two models that firms can use to measure perception gap are ______.

Which of the following is NOT one of the five dimensions that the RATER model focuses on?

Which of the following is NOT true of the Seal of Geneva?

Which of the following is NOT true regarding Six Sigma?

Which of the following statements is true with regard to Edward Deming?

The Malcolm Baldrige National Quality Award ______.

The term total quality control was introduced by ______.

Which of the following is NOT an element in a project charter?

Which of the following is NOT a good measure of electronic service quality for a company that has a website for marketing its products or services?

Which of the following is NOT true regarding the Malcolm Baldrige National Quality Award?

Which of the following is FALSE regarding the International Organization for Standardization?

Companies can set more stringent quality requirements for their suppliers by ______.

Which of the following is true with regard to the Deming Prize?

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

W.Edward Deming suggested that slogans and targets for the work force ______.

In which two of the five phases of Six Sigma are data collected?

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