Question 1

Medical malpractice claims are an example of how poor quality can affect an organization through liability.

Accepted Answer

A) True 
 B)False

Question 2

Quality of design refers to the degree to which goods and services achieve the intent of the designers.

Accepted Answer

A) True 
 B)False

Question 3

If the majority of service customers are satisfied, it is likely that all service customers will be satisfied.

Accepted Answer

A) True 
 B)False

Question 4

The tool that is useful in documenting the current process is:

Accepted Answer

A) a control chart 
B) a Pareto chart 
C) a check sheet 
D) a flow chart 
E) a simo chart 
A) a control chart 
B) a Pareto chart 
C) a check sheet 
D) a flow chart 
E) a simo chart

Question 5

The Baldrige award is based on seven categories.Which is not one of those?

Accepted Answer

A) Relative profitability 
B) Strategic planning 
C) Human resource focus 
D) Information and Analysis 
E) Leadership 
A) Relative profitability 
B) Strategic planning 
C) Human resource focus 
D) Information and Analysis 
E) Leadership

Question 6

Juran describes quality management as a trilogy that consists of quality planning, control of quality costs, and quality improvement.

Accepted Answer

A) True 
 B)False

Question 7

TQM expands the traditional view of quality beyond looking only at the quality of the final product or service to looking at the quality of every aspect of the process.

Accepted Answer

A) True 
 B)False

Question 8

The tool that is useful in the collection and organization of data is:

Accepted Answer

A) a control chart 
B) a Pareto chart 
C) a check sheet 
D) a flow chart 
E) none of the above 
A) a control chart 
B) a Pareto chart 
C) a check sheet 
D) a flow chart 
E) none of the above

Question 9

When problems arise in a total quality managed organization, it is important to assign blame and punish the worker responsible for causing the problem.

Accepted Answer

A) True 
 B)False

Question 10

The four dimensions of quality that are sometimes used to determine fitness for use of a product are ______.

Accepted Answer

A) performance, special features, durability, and service after sale 
B) performance, special features, conformance, and reliability 
C) special features, conformance, reliability, and durability 
D) performance, conformance, reliability, and durability 
E) special features, conformance, durability, and service after sale 
A) performance, special features, durability, and service after sale 
B) performance, special features, conformance, and reliability 
C) special features, conformance, reliability, and durability 
D) performance, conformance, reliability, and durability 
E) special features, conformance, durability, and service after sale

Question 11

User instructions and follow-up services after delivery are important elements of overall product or service quality.

Accepted Answer

A) True 
 B)False

Question 12

Which of the following raises quality risks?

Accepted Answer

A) currency fluctuations 
B) outsourcing to less-developed countries 
C) empowering employees 
D) benchmarking 
E) streamlining the supplier base 
A) currency fluctuations 
B) outsourcing to less-developed countries 
C) empowering employees 
D) benchmarking 
E) streamlining the supplier base

Question 13

Cost of inspectors, testing, test equipment, and labs are examples of prevention costs.

Accepted Answer

A) True 
 B)False

Question 14

A tool that is not used for quality management is ________.

Accepted Answer

A) Flowchart 
B) Histogram 
C) Perato Analysis 
D) Redesign 
E) Check sheets 
A) Flowchart 
B) Histogram 
C) Perato Analysis 
D) Redesign 
E) Check sheets

Question 15

Poor quality has a positive effect on productivity because it usually takes longer to produce a good part.

Accepted Answer

A) True 
 B)False

Question 16

If customer satisfaction doesn't always lead to customer loyalty, firms may need to focus additional effort on __________ strategies.

Accepted Answer

A) remediation 
B) retention 
C) rework 
D) repatriation 
E) reprocessing 
A) remediation 
B) retention 
C) rework 
D) repatriation 
E) reprocessing

Question 17

Convenience, Reliability and Assurance are dimensions of service quality.

Accepted Answer

A) True 
 B)False

Question 18

A quality circle is ________.

Accepted Answer

A) responsible for quality 
B) total quality control 
C) an inspection stamp found on meat 
D) a voluntary group of employees 
E) none of the above 
A) responsible for quality 
B) total quality control 
C) an inspection stamp found on meat 
D) a voluntary group of employees 
E) none of the above

Question 19

The quality control improvement tool which distinguishes between the "important few" and the "trivial many" 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 20

Cause-and-effect diagrams are sometimes called:

Accepted Answer

A) Pareto diagrams 
B) fishbone (Ishikawa) diagrams 
C) run charts 
D) control charts 
E) none of the above 
A) Pareto diagrams 
B) fishbone (Ishikawa) diagrams 
C) run charts 
D) control charts 
E) none of the above

Exam 9: Management of Quality

Medical malpractice claims are an example of how poor quality can affect an organization through liability.

Quality of design refers to the degree to which goods and services achieve the intent of the designers.

If the majority of service customers are satisfied, it is likely that all service customers will be satisfied.

The tool that is useful in documenting the current process is:

The Baldrige award is based on seven categories.Which is not one of those?

Juran describes quality management as a trilogy that consists of quality planning, control of quality costs, and quality improvement.

TQM expands the traditional view of quality beyond looking only at the quality of the final product or service to looking at the quality of every aspect of the process.

The tool that is useful in the collection and organization of data is:

When problems arise in a total quality managed organization, it is important to assign blame and punish the worker responsible for causing the problem.

The four dimensions of quality that are sometimes used to determine fitness for use of a product are ______.

User instructions and follow-up services after delivery are important elements of overall product or service quality.

Which of the following raises quality risks?

Cost of inspectors, testing, test equipment, and labs are examples of prevention costs.

A tool that is not used for quality management is ________.

Poor quality has a positive effect on productivity because it usually takes longer to produce a good part.

If customer satisfaction doesn't always lead to customer loyalty, firms may need to focus additional effort on __________ strategies.

Convenience, Reliability and Assurance are dimensions of service quality.

A quality circle is ________.

The quality control improvement tool which distinguishes between the "important few" and the "trivial many" is __________.

Cause-and-effect diagrams are sometimes called:

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