Question 1

Arnold Palmer Hospital uses ________ to seek new ways to reduce readmission rates.

Accepted Answer

continuous improvement

Question 2

A Six Sigma program has how many defects per million?

Accepted Answer

A) 3.4 
B) 34 
C) 1000 
D) 6 times the standard deviation 
E) 2700 
A) 3.4 
B) 34 
C) 1000 
D) 6 times the standard deviation 
E) 2700 A

Question 3

Pareto charts are used to:

Accepted Answer

A) identify inspection points in a process. 
B) outline production schedules. 
C) organize errors,problems,or defects. 
D) show material flow. 
E) show the range of values of a measurement and the frequency with which each value occurs. 
A) identify inspection points in a process. 
B) outline production schedules. 
C) organize errors,problems,or defects. 
D) show material flow. 
E) show the range of values of a measurement and the frequency with which each value occurs. C

Question 4

Benchmarking requires the comparison of your firm to other organizations; it is not appropriate to benchmark by comparing one of your divisions to another of your divisions.

Accepted Answer

A) True 
 B)False

Question 5

A pizza delivery company wants to improve its response time to gain a competitive advantage.Create a flowchart with 8 unique events from the time the customer calls in to the time the pizza is delivered.

Accepted Answer

Student responses will vary but should f

Question 6

Enlarging employee jobs so that the added responsibility and authority is moved to the lowest level possible in the organization is called ________.

Accepted Answer

employee e

Question 7

In his book,Safe Patients,Smart Hospitals,Dr.Peter Pronovost emphasizes the use of what tool to reduce catheter infections?

Accepted Answer

A) a Pareto chart 
B) a flowchart 
C) a cause-and-effect diagram 
D) a checklist 
E) a statistical process control chart 
A) a Pareto chart 
B) a flowchart 
C) a cause-and-effect diagram 
D) a checklist 
E) a statistical process control chart

Question 8

An improvement in quality must necessarily increase costs.

Accepted Answer

A) True 
 B)False

Question 9

Quality is mostly the business of the quality control staff,not ordinary employees.

Accepted Answer

A) True 
 B)False

Question 10

A professor teaches two sections of a class,one on MWF for 50 minutes per day and another on T/TH for 75 minutes per day.Use the following information to construct a scatter diagram with test # on the x-axis and score on the y-axis.Should the professor argue for a change in the university's scheduling?

Accepted Answer

@#IMG-DLM& It appears that the T/TH sect

Question 11

Companies with the highest levels of quality are how many times more productive than their competitors with the lowest quality levels?

Accepted Answer

A) 2 
B) 3 
C) 4 
D) 5 
E) None of the above because quality has no impact on productivity (units/labor hr.). 
A) 2 
B) 3 
C) 4 
D) 5 
E) None of the above because quality has no impact on productivity (units/labor hr.).

Question 12

Which of the following is not a typical inspection point?

Accepted Answer

A) upon receipt of goods from your supplier 
B) when production or service is complete 
C) before the product is shipped to the customer 
D) at the supplier's plant while the supplier is producing 
E) after a costly process 
A) upon receipt of goods from your supplier 
B) when production or service is complete 
C) before the product is shipped to the customer 
D) at the supplier's plant while the supplier is producing 
E) after a costly process

Question 13

A(n)________ is a type of poka-yoke that lists the steps needed to ensure consistency and completeness in a task.

Accepted Answer

The answer of A(n)________ is a type of poka-yoke that...

Question 14

________ selects a demonstrated standard of performance that represents the very best performance for a process or an activity.

Accepted Answer

The answer of ________ selects a demonstrated standard of performance...

Question 15

Which of the four major categories of quality costs is particularly hard to quantify?

Accepted Answer

A) prevention costs 
B) appraisal costs 
C) internal failure costs 
D) external failure costs 
E) None is hard to quantify. 
A) prevention costs 
B) appraisal costs 
C) internal failure costs 
D) external failure costs 
E) None is hard to quantify.

Question 16

Which of the following is NOT one of the major categories of costs associated with quality?

Accepted Answer

A) prevention costs 
B) appraisal costs 
C) internal failure costs 
D) external failure costs 
E) None of the above; they are all major categories of costs associated with quality. 
A) prevention costs 
B) appraisal costs 
C) internal failure costs 
D) external failure costs 
E) None of the above; they are all major categories of costs associated with quality.

Question 17

Which of the determinants of service quality involves performing the service right the first time?

Accepted Answer

A) access 
B) courtesy 
C) credibility 
D) reliability 
E) responsiveness 
A) access 
B) courtesy 
C) credibility 
D) reliability 
E) responsiveness

Question 18

A good description of source inspection is inspecting:

Accepted Answer

A) materials upon delivery by the supplier. 
B) the goods at the production facility before they reach the customer. 
C) the design specifications. 
D) goods at the supplier's plant. 
E) one's own work. 
A) materials upon delivery by the supplier. 
B) the goods at the production facility before they reach the customer. 
C) the design specifications. 
D) goods at the supplier's plant. 
E) one's own work.

Question 19

Identify the seven major concepts of TQM.

Accepted Answer

The major concepts of total quality mana

Question 20

Deming's writings on quality tend to focus on the customer and on fitness for use,unlike Juran's work that is oriented toward meeting specifications.

Accepted Answer

A) True 
 B)False

Exam 6: Managing Quality

Arnold Palmer Hospital uses ________ to seek new ways to reduce readmission rates.

A Six Sigma program has how many defects per million?

Pareto charts are used to:

Benchmarking requires the comparison of your firm to other organizations; it is not appropriate to benchmark by comparing one of your divisions to another of your divisions.

A pizza delivery company wants to improve its response time to gain a competitive advantage.Create a flowchart with 8 unique events from the time the customer calls in to the time the pizza is delivered.

Enlarging employee jobs so that the added responsibility and authority is moved to the lowest level possible in the organization is called ________.

In his book,Safe Patients,Smart Hospitals,Dr.Peter Pronovost emphasizes the use of what tool to reduce catheter infections?

An improvement in quality must necessarily increase costs.

Quality is mostly the business of the quality control staff,not ordinary employees.

Companies with the highest levels of quality are how many times more productive than their competitors with the lowest quality levels?

Which of the following is not a typical inspection point?

A(n)________ is a type of poka-yoke that lists the steps needed to ensure consistency and completeness in a task.

________ selects a demonstrated standard of performance that represents the very best performance for a process or an activity.

Which of the four major categories of quality costs is particularly hard to quantify?

Which of the following is NOT one of the major categories of costs associated with quality?

Which of the determinants of service quality involves performing the service right the first time?

A good description of source inspection is inspecting:

Identify the seven major concepts of TQM.

Deming's writings on quality tend to focus on the customer and on fitness for use,unlike Juran's work that is oriented toward meeting specifications.

Operations and Productivity

Operations Strategy in a Global Environment

Project Management

Forecasting

Design of Goods and Services

Process Strategy

Capacity and Constraint Management

Location Strategies

Layout Strategies

Human Resources, job Design, and Work Measurement

Supply Chain Management

Inventory Management

Aggregate Planning and Sop

Material Requirements Planning Mrpand Erp

Short-Term Scheduling

Jit, tps, and Lean Operations

Maintenance and Reliability

Sustainability in the Supply Chain

Statistical Process Control

Supply Chain Management Analytics

Decision-Making Tools

Linear Programming

Transportation Models

Waiting-Line Models

Learning Curves

Simulation

Filters