Question 1

Costs of inspectors, testing, test equipment, and labs are examples of ________.

Accepted Answer

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

Question 2

Deciding how much to invest in the prevention of defects can be analyzed using ________.

Accepted Answer

A) EVPI 
B) Net Present Value 
C) Weighted Factor Analysis 
D) Return on Quality 
E) Breakeven Analysis 
A) EVPI 
B) Net Present Value 
C) Weighted Factor Analysis 
D) Return on Quality 
E) Breakeven Analysis D

Question 3

Customer expectations tend to change over time affecting their perception of service quality.

Accepted Answer

A) True 
 B)False  True

Question 4

TQM is not just a collection of techniques.It is rather a whole new attitude toward quality.

Accepted Answer

A) True 
 B)False

Question 5

The purpose of the Malcolm Baldrige National Quality Award is to _______.

Accepted Answer

A) stimulate efforts to improve quality 
B) recognize quality achievements of U.S.companies 
C) publicize successful quality programs 
D) all of the above 
E) distribute the grant money available for improved quality 
A) stimulate efforts to improve quality 
B) recognize quality achievements of U.S.companies 
C) publicize successful quality programs 
D) all of the above 
E) distribute the grant money available for improved quality

Question 6

Suppliers are not included in quality assurance and quality improvement efforts in TQM; they should worry about their own problems.

Accepted Answer

A) True 
 B)False

Question 7

Focusing attention on the most important problem areas is referred to as:

Accepted Answer

A) quality circles 
B) quality assurance 
C) brainstorming 
D) Pareto analysis 
E) cause-and-effect analysis 
A) quality circles 
B) quality assurance 
C) brainstorming 
D) Pareto analysis 
E) cause-and-effect analysis

Question 8

An organization achieves quality by consistently meeting their competitor's standards.

Accepted Answer

A) True 
 B)False

Question 9

Management behaviors supporting an organizational culture that encourages continuous improvement include which of the following? (I) develop a vision statement for the organization
(II) develop a reward system that promotes the philosophy
(III) institute continuous training programs
(IV) make decisions that adhere to the philosophy

Accepted Answer

A) I, II, and IV 
B) I, II, III, and IV 
C) I and III 
D) II, III, and IV 
E) II and IV 
A) I, II, and IV 
B) I, II, III, and IV 
C) I and III 
D) II, III, and IV 
E) II and IV

Question 10

The PDSA cycles is also referred to as the Baldrige Wheel.

Accepted Answer

A) True 
 B)False

Question 11

A chart showing the number of occurrences by category would be used in:

Accepted Answer

A) Pareto analysis 
B) interviewing 
C) cause-and-effect diagrams 
D) benchmarking 
E) none of the above 
A) Pareto analysis 
B) interviewing 
C) cause-and-effect diagrams 
D) benchmarking 
E) none of the above

Question 12

The Baldrige award can only be won by manufacturing organizations.

Accepted Answer

A) True 
 B)False

Question 13

Six sigma programs have both management and technical components.

Accepted Answer

A) True 
 B)False

Question 14

Modern quality management emphasizes finding and correcting mistakes before they reach the customer - catching the errors before they are shipped.

Accepted Answer

A) True 
 B)False

Question 15

The quality control improvement tool that resembles a "fishbone" is ________.

Accepted Answer

A) brainstorming 
B) check sheets 
C) Pareto analysis 
D) cause-and-effect diagrams 
E) fail-safe methods 
A) brainstorming 
B) check sheets 
C) Pareto analysis 
D) cause-and-effect diagrams 
E) fail-safe methods

Question 16

Broadly defined, quality refers to the ability of a product or service to occasionally meet or exceed customer expectations.

Accepted Answer

A) True 
 B)False

Question 17

Reducing the variations in our product or service is an important key to perceived quality.

Accepted Answer

A) True 
 B)False

Question 18

ISO 9000 standards do not have a requirement for ________.

Accepted Answer

A) resource 
B) remedial 
C) systems 
D) training 
E) management 
A) resource 
B) remedial 
C) systems 
D) training 
E) management

Question 19

Recent changes to ISO guidelines stress continuous improvement regardless of how good you currently are.

Accepted Answer

A) True 
 B)False

Question 20

Which isn't a cost of quality?

Accepted Answer

A) Prevention cost 
B) External failure 
C) Extended Service Contracts 
D) Internal failure 
E) Appraisal costs 
A) Prevention cost 
B) External failure 
C) Extended Service Contracts 
D) Internal failure 
E) Appraisal costs

Exam 9: Management of Quality

Costs of inspectors, testing, test equipment, and labs are examples of ________.

Deciding how much to invest in the prevention of defects can be analyzed using ________.

Customer expectations tend to change over time affecting their perception of service quality.

TQM is not just a collection of techniques.It is rather a whole new attitude toward quality.

The purpose of the Malcolm Baldrige National Quality Award is to _______.

Suppliers are not included in quality assurance and quality improvement efforts in TQM; they should worry about their own problems.

Focusing attention on the most important problem areas is referred to as:

An organization achieves quality by consistently meeting their competitor's standards.

The PDSA cycles is also referred to as the Baldrige Wheel.

A chart showing the number of occurrences by category would be used in:

The Baldrige award can only be won by manufacturing organizations.

Six sigma programs have both management and technical components.

Modern quality management emphasizes finding and correcting mistakes before they reach the customer - catching the errors before they are shipped.

The quality control improvement tool that resembles a "fishbone" is ________.

Broadly defined, quality refers to the ability of a product or service to occasionally meet or exceed customer expectations.

Reducing the variations in our product or service is an important key to perceived quality.

ISO 9000 standards do not have a requirement for ________.

Recent changes to ISO guidelines stress continuous improvement regardless of how good you currently are.

Which isn't a cost of quality?

Introduction to Operations Management

Competitiveness, Strategy, and Productivity

Forecasting

Product and Service Design

Strategic Capacity Planning for Products and Services

Process Selection and Facility Layout

Work Design and Measurement

Location Planning and Analysis

Quality Control

Aggregate Planning and Master Scheduling

MRP and ERP

Inventory Management

Jit and Lean Operations

Supply Chain Management

Scheduling

Project Management

Management of Waiting Lines

Linear Programming

Extension 4: Reliability

Extension 5: Decision Theory

Extension 7: Learning Curves

Extension 8: The Transportation Model

Extension 10: Acceptance Sampling

Extension 14: Maintenance

Filters