Question 1

Which of the following is NOT a category of quality costs?

Accepted Answer

A) performance costs 
B) prevention costs 
C) appraisal costs 
D) internal failure costs 
A) performance costs 
B) prevention costs 
C) appraisal costs 
D) internal failure costs

Question 2

Which one of the following actions should a company take IMMEDIATELY when it finds that its product is defective?

Accepted Answer

A) inform buyers about it 
B) take corrective action in a timely manner 
C) stop producing the product 
D) lower the price 
A) inform buyers about it 
B) take corrective action in a timely manner 
C) stop producing the product 
D) lower the price

Question 3

Quality management systems and standards ______.

Accepted Answer

A) are standards made global through the International Organization for Standards 
B) have the same technology or infrastructure requirements in different countries 
C) can be readily applied,without modification,across different countries 
D) can be challenging to transplant from one country to another because different cultures place different emphasis on quality 
A) are standards made global through the International Organization for Standards 
B) have the same technology or infrastructure requirements in different countries 
C) can be readily applied,without modification,across different countries 
D) can be challenging to transplant from one country to another because different cultures place different emphasis on quality

Question 4

The knowledge gap refers to the difference between ______.

Accepted Answer

A) what consumers actually expect from a service compared with what the provider thinks the consumers expect 
B) what consumers actually expect from a service compared with what consumers actually receive from the provider 
C) what consumers paid for a service compared with the value the consumers receive 
D) what it cost producers to provide a service compared with the value the consumers receive 
A) what consumers actually expect from a service compared with what the provider thinks the consumers expect 
B) what consumers actually expect from a service compared with what consumers actually receive from the provider 
C) what consumers paid for a service compared with the value the consumers receive 
D) what it cost producers to provide a service compared with the value the consumers receive

Question 5

To be ISO certified,______.

Accepted Answer

A) a company must be audited by an external governing group 
B) a company must be checked out by a government agency 
C) a company must submit a report from an accounting firm that conducts audits 
D) a company must be audited by its internal audit department 
A) a company must be audited by an external governing group 
B) a company must be checked out by a government agency 
C) a company must submit a report from an accounting firm that conducts audits 
D) a company must be audited by its internal audit department

Question 6

Design for logistics is ______.

Accepted Answer

A) the process of designing a product so that it can be transported easily by the customer to its place of use 
B) the process of designing a product so that it can be transported easily through the supply chain 
C) the process of designing a product so that it matches up well with the capabilities of a firm's supply chain members 
D) the process of designing the supply chain so that it is capable of producing inputs to the primary firm 
A) the process of designing a product so that it can be transported easily by the customer to its place of use 
B) the process of designing a product so that it can be transported easily through the supply chain 
C) the process of designing a product so that it matches up well with the capabilities of a firm's supply chain members 
D) the process of designing the supply chain so that it is capable of producing inputs to the primary firm

Question 7

The tool that monitors outputs from a process to determine if the process is operating within established limits is ______.

Accepted Answer

A) a control chart 
B) a Pareto chart 
C) a histogram 
D) a scatter plot 
A) a control chart 
B) a Pareto chart 
C) a histogram 
D) a scatter plot

Question 8

The dimension most useful for understanding the cost of quality is ______.

Accepted Answer

A) conformance quality 
B) service quality 
C) duration quality 
D) performance quality 
A) conformance quality 
B) service quality 
C) duration quality 
D) performance quality

Question 9

Benefits of using third-party quality assurance services in international trade include ______.

Accepted Answer

A) maximizing HYPERLINK "E:\DATA\BookReview\Package\Venkataraman_Chapters_and_Supplements\C5 MCQ C5.xlsm" \l "RANGE!_edn1" language differences between a company and its suppliers 
B) eliminating or reducing the substantial travel expenses associated with sending a company representative abroad 
C) maximizing HYPERLINK "E:\DATA\BookReview\Package\Venkataraman_Chapters_and_Supplements\C5 MCQ C5.xlsm" \l "RANGE!_edn1" cultural differences between a company and its suppliers 
D) eliminating the need for offshoring 
A) maximizing HYPERLINK "E:\DATA\BookReview\Package\Venkataraman_Chapters_and_Supplements\C5 MCQ C5.xlsm" \l "RANGE!_edn1" language differences between a company and its suppliers 
B) eliminating or reducing the substantial travel expenses associated with sending a company representative abroad 
C) maximizing HYPERLINK "E:\DATA\BookReview\Package\Venkataraman_Chapters_and_Supplements\C5 MCQ C5.xlsm" \l "RANGE!_edn1" cultural differences between a company and its suppliers 
D) eliminating the need for offshoring

Question 10

CTQ stands for ______.

Accepted Answer

A) crucial to quality 
B) critical to quality 
C) consumer targeted quality 
D) consumer tried quality 
A) crucial to quality 
B) critical to quality 
C) consumer targeted quality 
D) consumer tried quality

Question 11

Cost of quality training is a component of ______.

Accepted Answer

A) internal failure costs 
B) external failure costs 
C) appraisal costs 
D) prevention costs 
A) internal failure costs 
B) external failure costs 
C) appraisal costs 
D) prevention costs

Question 12

Value analysis and engineering to improve the quality and safety of products______.

Accepted Answer

A) is used by local governments to make the voting process in elections more efficient 
B) has been used by the packaging industry 
C) is required for ISO certification 
D) is applicable only to the service industry 
A) is used by local governments to make the voting process in elections more efficient 
B) has been used by the packaging industry 
C) is required for ISO certification 
D) is applicable only to the service industry

Question 13

Which of the following is NOT an advantage of ISO 9000 certification?

Accepted Answer

A) It is a worldwide indicator of quality. 
B) It can increase a firm's credibility. 
C) It can lower the cost of manufacturing. 
D) It improves marketability of a firm's products. 
A) It is a worldwide indicator of quality. 
B) It can increase a firm's credibility. 
C) It can lower the cost of manufacturing. 
D) It improves marketability of a firm's products.

Question 14

Process capability is the extent to which ______.

Accepted Answer

A) a process meets a set of specification limits 
B) a process falls within control limits 
C) a process does not show a run or pattern 
D) a process shows stability 
A) a process meets a set of specification limits 
B) a process falls within control limits 
C) a process does not show a run or pattern 
D) a process shows stability

Question 15

Which of the following quality gurus introduced both the quality circle and the cause-and-effect diagram?

Accepted Answer

A) Joseph Juran 
B) Armand Feigenbaum 
C) Kaoru Ishikawa 
D) W.Edward Deming 
A) Joseph Juran 
B) Armand Feigenbaum 
C) Kaoru Ishikawa 
D) W.Edward Deming

Question 16

Which of the following is NOT true regarding the phrase quality is free?

Accepted Answer

A) It is attributed to Philip Crosby. 
B) It is the title of a book. 
C) It suggests that a quality program pays for itself. 
D) Quality inspectors work for free. 
A) It is attributed to Philip Crosby. 
B) It is the title of a book. 
C) It suggests that a quality program pays for itself. 
D) Quality inspectors work for free.

Question 17

Safety and security are particularly important aspects of electronic service quality for ______.

Accepted Answer

A) a company that offers financial services 
B) a company that offers online education 
C) a company that sells shares online 
D) a company that sells garments online 
A) a company that offers financial services 
B) a company that offers online education 
C) a company that sells shares online 
D) a company that sells garments online

Question 18

The goal of managing quality in the service sector ______.

Accepted Answer

A) is no different from that of the manufacturing sector 
B) differs at different times 
C) differs for different customers 
D) is less important than quality in the manufacturing sector 
A) is no different from that of the manufacturing sector 
B) differs at different times 
C) differs for different customers 
D) is less important than quality in the manufacturing sector

Question 19

The Four Seasons Hotel and Toyota are cited as examples for which quality characteristic?

Accepted Answer

A) durability 
B) reliability 
C) performance 
D) timeliness 
A) durability 
B) reliability 
C) performance 
D) timeliness

Question 20

Appraisal costs are ______.

Accepted Answer

A) the costs of measuring and inspecting products and services 
B) the costs of managing product returns 
C) the liability costs of product defects 
D) the costs of training employees in quality 
A) the costs of measuring and inspecting products and services 
B) the costs of managing product returns 
C) the liability costs of product defects 
D) the costs of training employees in quality

Exam 7: Managing for Quality

Which of the following is NOT a category of quality costs?

Which one of the following actions should a company take IMMEDIATELY when it finds that its product is defective?

Quality management systems and standards ______.

The knowledge gap refers to the difference between ______.

To be ISO certified,______.

Design for logistics is ______.

The tool that monitors outputs from a process to determine if the process is operating within established limits is ______.

The dimension most useful for understanding the cost of quality is ______.

Benefits of using third-party quality assurance services in international trade include ______.

CTQ stands for ______.

Cost of quality training is a component of ______.

Value analysis and engineering to improve the quality and safety of products______.

Which of the following is NOT an advantage of ISO 9000 certification?

Process capability is the extent to which ______.

Which of the following quality gurus introduced both the quality circle and the cause-and-effect diagram?

Which of the following is NOT true regarding the phrase quality is free?

Safety and security are particularly important aspects of electronic service quality for ______.

The goal of managing quality in the service sector ______.

The Four Seasons Hotel and Toyota are cited as examples for which quality characteristic?

Appraisal costs are ______.

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