Question 1

A control chart is quality control jargon for an ordinary run chart that plots data over time.

Accepted Answer

A) True 
 B)False  False

Question 2

Root cause analysis uses all of the following tools and approaches EXCEPT:

Accepted Answer

A)  The concept of zero defects 
B)  The Seven Quality Control (Q
C) Tools 
C)  The 5-Why Technique 
D)  The Pareto diagrams 
A)  The concept of zero defects 
B)  The Seven Quality Control (Q
C) Tools 
C)  The 5-Why Technique 
D)  The Pareto diagrams A

Question 3

List the three principles of total quality.

Accepted Answer

The principles of total quality are:
 1. a focus an customers and stakeholders,
2. a process focus supported by continuous improvement and learning and
3. participation and teanwork by everyone in the organization.

Question 4

Which of the following statements regarding the Sunshine Enterprises case study is TRUE?

Accepted Answer

A)  Sunshine restaurants average about 20 negative customer complaint per 100 customer comments. 
B)  Given the information in the case, the customer defection rate on an average is below 5 percent. 
C)  The owner, Abby Martin, studied McDonald's service-delivery system and adopted many of their standardized methods for her restaurants. 
D)  Poka-yoke (and the Seven Quality Control (Q
C)  Tools) methods could be used to prevent service upsets like the $25 tip error. 
A)  Sunshine restaurants average about 20 negative customer complaint per 100 customer comments. 
B)  Given the information in the case, the customer defection rate on an average is below 5 percent. 
C)  The owner, Abby Martin, studied McDonald's service-delivery system and adopted many of their standardized methods for her restaurants. 
D)  Poka-yoke (and the Seven Quality Control (Q
C)  Tools) methods could be used to prevent service upsets like the $25 tip error.

Question 5

The cost of quality refers to the out-of-pocket costs that customers incur if they receive a poor quality good or service.

Accepted Answer

A) True 
 B)False

Question 6

The Seven QC Tools are designed to be simple so that workers at all levels can use them.

Accepted Answer

A) True 
 B)False

Question 7

Explain the four components of the cost of quality.

Accepted Answer

Quality costs can be

Question 8

An internal audit of a hospital's medical laboratory found 108 errors in testing of patient specimens for one month or 30 days. Each day 400 patients were tested using an average of 3.2 tests per patient. What is the dpmo for this situation?

Accepted Answer

A)  Less than 500 
B)  More than or equal to 500 but less than 1,000 
C)  More than or equal to 1,000 but less than 2,000 
D)  More than or equal to 2,000 
A)  Less than 500 
B)  More than or equal to 500 but less than 1,000 
C)  More than or equal to 1,000 but less than 2,000 
D)  More than or equal to 2,000

Question 9

Because of the expense and training involved, Six Sigma is practical only in large manufacturing organizations.

Accepted Answer

A) True 
 B)False

Question 10

At a gas station, a diesel pump nozzle that will not fit into a non-diesel automobile is an example of an application of the _____ concept.

Accepted Answer

A)  poka-yoke 
B)  kaizen blitz 
C)  process simulation 
D)  reproducibility 
A)  poka-yoke 
B)  kaizen blitz 
C)  process simulation 
D)  reproducibility

Question 11

W. Edward Deming believed that productivity would improve by setting numerical quotas.

Accepted Answer

A) True 
 B)False

Question 12

GE's Six Sigma problem-solving approach employs five phases. Which of the following is NOT one of the phases?

Accepted Answer

A)  Define (
D)  
B)  Measure (M) 
C)  Analyze (
A)  
D)  Identify (I) 
A)  Define (
D)  
B)  Measure (M) 
C)  Analyze (
A)  
D)  Identify (I)

Question 13

ISO 9000:2000 principles consist of all of the following EXCEPT:

Accepted Answer

A)  involvement of people. 
B)  mutually beneficial supplier relationships. 
C)  zero defects. 
D)  system approach to management. 
A)  involvement of people. 
B)  mutually beneficial supplier relationships. 
C)  zero defects. 
D)  system approach to management.

Question 14

A tool used to help determine how a process works and what it is supposed to do is a _____.

Accepted Answer

A)  run chart 
B)  cause-and-effect diagram 
C)  scatter diagram 
D)  flowchart 
A)  run chart 
B)  cause-and-effect diagram 
C)  scatter diagram 
D)  flowchart

Question 15

ISO 9000:2000 is best used by firms with formal quality systems as a means of refining their quality practices.

Accepted Answer

A) True 
 B)False

Question 16

A _____ graphically displays the relationships between different variables.

Accepted Answer

A)  Pareto diagram 
B)  cause-and-effect diagram 
C)  scatter diagram 
D)  control chart 
A)  Pareto diagram 
B)  cause-and-effect diagram 
C)  scatter diagram 
D)  control chart

Question 17

Summarize the philosophies of Deming, Juran, and Crosby, highlighting the key points on which they agree and on which they differ.

Accepted Answer

Deming never defined or described qualit

Question 18

Using a cause-and-effect diagram helps identify the most likely causes of a problem so that further data collection can be carried out.

Accepted Answer

A) True 
 B)False

Question 19

In SERVQUAL, the instrument for measuring service quality, the concept of assurance is associated with _____.

Accepted Answer

A)  the ability to convey trust and confidence 
B)  individualized (customized) attention 
C)  providing consistent service 
D)  performing a service fast 
A)  the ability to convey trust and confidence 
B)  individualized (customized) attention 
C)  providing consistent service 
D)  performing a service fast

Question 20

Discuss different ways of defining quality and how these differ for goods and services.

Accepted Answer

Many organizations use a simple definiti

Exam 15: Quality Management

A control chart is quality control jargon for an ordinary run chart that plots data over time.

Root cause analysis uses all of the following tools and approaches EXCEPT:

List the three principles of total quality.

Which of the following statements regarding the Sunshine Enterprises case study is TRUE?

The cost of quality refers to the out-of-pocket costs that customers incur if they receive a poor quality good or service.

The Seven QC Tools are designed to be simple so that workers at all levels can use them.

Explain the four components of the cost of quality.

An internal audit of a hospital's medical laboratory found 108 errors in testing of patient specimens for one month or 30 days. Each day 400 patients were tested using an average of 3.2 tests per patient. What is the dpmo for this situation?

Because of the expense and training involved, Six Sigma is practical only in large manufacturing organizations.

At a gas station, a diesel pump nozzle that will not fit into a non-diesel automobile is an example of an application of the _____ concept.

W. Edward Deming believed that productivity would improve by setting numerical quotas.

GE's Six Sigma problem-solving approach employs five phases. Which of the following is NOT one of the phases?

ISO 9000:2000 principles consist of all of the following EXCEPT:

A tool used to help determine how a process works and what it is supposed to do is a _____.

ISO 9000:2000 is best used by firms with formal quality systems as a means of refining their quality practices.

A _____ graphically displays the relationships between different variables.

Summarize the philosophies of Deming, Juran, and Crosby, highlighting the key points on which they agree and on which they differ.

Using a cause-and-effect diagram helps identify the most likely causes of a problem so that further data collection can be carried out.

In SERVQUAL, the instrument for measuring service quality, the concept of assurance is associated with _____.

Discuss different ways of defining quality and how these differ for goods and services.

Goods, Services, and Operations Management

Value Chains

Measuring Performance in Operations

Operations Strategy

Technology and Operations Management

Goods and Service Design

Process Selection, Design, and Analysis

Facility and Work Designs

Supply Chain Design

Capacity Management

Forecasting and Demand Planning

Managing Inventories

Resource Management

Operations Scheduling and Sequencing

Appendix: Quality Management

Quality Control and Spc

Appendix: Queuing Analysis

Appendix: Modeling Using Linear Programming

Lean Operating Systems

Appendix: Simulation

Project Management

Appendix: Decision Analysis

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