Question 1

Security is the determinant of service quality that means freedom from danger,risk,or doubt.

Accepted Answer

A) True 
 B)False

Question 2

A group of employees that meet on a regular basis with a facilitator to solve work-related problems in their work area is a(n)________.

Accepted Answer

The answer of A group of employees that meet on...

Question 3

Identify the ten determinants of service quality.Describe two of them in a sentence or two each.

Accepted Answer

The ten are reliability,responsiveness,c

Question 4

What refers to training and empowering frontline workers to solve a problem immediately?

Accepted Answer

A) just-in-time 
B) poka-yoke 
C) benchmarking 
D) kaizen 
E) service recovery 
A) just-in-time 
B) poka-yoke 
C) benchmarking 
D) kaizen 
E) service recovery

Question 5

The quality loss function indicates that costs related to poor quality are low as long as the product is within acceptable specification limits.

Accepted Answer

A) True 
 B)False

Question 6

Describe how ISO 9000 has evolved in the past several years.

Accepted Answer

In 2009,the latest modification of the s

Question 7

Explain how just-in-time processes relate to the quality of an organization's outputs.

Accepted Answer

JIT reduces costs of quality by lowering

Question 8

The process improvement technique that sorts the vital few from the trivial many is:

Accepted Answer

A) Taguchi analysis. 
B) Pareto analysis. 
C) benchmarking. 
D) Deming analysis. 
E) Yamaguchi analysis. 
A) Taguchi analysis. 
B) Pareto analysis. 
C) benchmarking. 
D) Deming analysis. 
E) Yamaguchi analysis.

Question 9

In a sentence or two,summarize the contribution of Philip Crosby to quality management.

Accepted Answer

In his book,Quality Is Free,Crosby point

Question 10

"Quality Is Free," meaning that the costs of poor quality have been understated,is the work of:

Accepted Answer

A) W.Edwards Deming. 
B) Joseph M.Juran. 
C) Philip B.Crosby. 
D) Crosby,Stills,and Nash. 
E) Armand Feigenbaum. 
A) W.Edwards Deming. 
B) Joseph M.Juran. 
C) Philip B.Crosby. 
D) Crosby,Stills,and Nash. 
E) Armand Feigenbaum.

Question 11

A fishbone chart is also known as a:

Accepted Answer

A) cause-and-effect diagram. 
B) poka-yoke diagram. 
C) Kaizen diagram. 
D) Kanban diagram. 
E) Taguchi diagram. 
A) cause-and-effect diagram. 
B) poka-yoke diagram. 
C) Kaizen diagram. 
D) Kanban diagram. 
E) Taguchi diagram.

Question 12

Total quality management emphasizes:

Accepted Answer

A) the responsibility of the quality control staff to identify and solve all quality-related problems. 
B) a commitment to quality that goes beyond internal company issues to suppliers and customers. 
C) a system where strong managers are the only decision makers. 
D) a process where mostly statisticians get involved. 
E) ISO 14000 certification. 
A) the responsibility of the quality control staff to identify and solve all quality-related problems. 
B) a commitment to quality that goes beyond internal company issues to suppliers and customers. 
C) a system where strong managers are the only decision makers. 
D) a process where mostly statisticians get involved. 
E) ISO 14000 certification.

Question 13

The phrase Six Sigma has two meanings.One is statistical,referring to an extremely high process,product,or service capability; the other is a comprehensive system for achieving and sustaining business success.

Accepted Answer

A) True 
 B)False

Question 14

The process of identifying other organizations that are best at some facet of your operations and then modeling your organization after them is known as:

Accepted Answer

A) continuous improvement. 
B) employee empowerment. 
C) benchmarking. 
D) copycatting. 
E) patent infringement. 
A) continuous improvement. 
B) employee empowerment. 
C) benchmarking. 
D) copycatting. 
E) patent infringement.

Question 15

Identify the four costs of quality.Which one is hardest to evaluate? Explain.

Accepted Answer

The four costs are internal failure,exte

Question 16

Which of the following statements is NOT true?

Accepted Answer

A) Self-promotion is not a substitute for quality products. 
B) Inferior products harm a firm's profitability and a nation's balance of payments. 
C) Product liability transfers from the manufacturer to the retailer once the retailer accepts delivery of the product. 
D) Quality-be it good or bad-will show up in perceptions about a firm's new products,employment practices,and supplier relations. 
E) Legislation such as the Consumer Product Safety Act sets and enforces product standards by banning products that do not reach those standards. 
A) Self-promotion is not a substitute for quality products. 
B) Inferior products harm a firm's profitability and a nation's balance of payments. 
C) Product liability transfers from the manufacturer to the retailer once the retailer accepts delivery of the product. 
D) Quality-be it good or bad-will show up in perceptions about a firm's new products,employment practices,and supplier relations. 
E) Legislation such as the Consumer Product Safety Act sets and enforces product standards by banning products that do not reach those standards.

Question 17

The focus of ISO 9000 is to enhance success through what eight quality management principles?

Accepted Answer

(1)top management leadership, (2)custome

Question 18

"Making it right the first time" is:

Accepted Answer

A) an unrealistic definition of quality. 
B) a user-based definition of quality. 
C) a manufacturing-based definition of quality. 
D) a product-based definition of quality. 
E) the definition of quality proposed by the American Society for Quality 
A) an unrealistic definition of quality. 
B) a user-based definition of quality. 
C) a manufacturing-based definition of quality. 
D) a product-based definition of quality. 
E) the definition of quality proposed by the American Society for Quality

Question 19

Which of the following statements regarding Arnold Palmer Hospital is FALSE?

Accepted Answer

A) The hospital uses a wide range of quality management techniques. 
B) The culture of quality at the hospital includes employees at all levels. 
C) The hospital scores very highly in national studies of patient satisfaction. 
D) The hospital's high quality is measured by low readmission rates,not patient satisfaction. 
E) The design of patient rooms,even wall colors,reflects the hospital's culture of quality. 
A) The hospital uses a wide range of quality management techniques. 
B) The culture of quality at the hospital includes employees at all levels. 
C) The hospital scores very highly in national studies of patient satisfaction. 
D) The hospital's high quality is measured by low readmission rates,not patient satisfaction. 
E) The design of patient rooms,even wall colors,reflects the hospital's culture of quality.

Question 20

Which of the following statements regarding "Six Sigma" is TRUE?

Accepted Answer

A) The term has two distinct meanings-one is statistical; the other is a comprehensive quality system. 
B) Six Sigma means that about 94 percent of a firm's output is free of defects. 
C) The Six Sigma program was developed by Toyota in the 1970s. 
D) The Six Sigma program is for manufacturing firms and is not applicable to services. 
E) Six Sigma certification is granted by the International Standards Organization (ISO). 
A) The term has two distinct meanings-one is statistical; the other is a comprehensive quality system. 
B) Six Sigma means that about 94 percent of a firm's output is free of defects. 
C) The Six Sigma program was developed by Toyota in the 1970s. 
D) The Six Sigma program is for manufacturing firms and is not applicable to services. 
E) Six Sigma certification is granted by the International Standards Organization (ISO).

Exam 6: Managing Quality

Security is the determinant of service quality that means freedom from danger,risk,or doubt.

A group of employees that meet on a regular basis with a facilitator to solve work-related problems in their work area is a(n)________.

Identify the ten determinants of service quality.Describe two of them in a sentence or two each.

What refers to training and empowering frontline workers to solve a problem immediately?

The quality loss function indicates that costs related to poor quality are low as long as the product is within acceptable specification limits.

Describe how ISO 9000 has evolved in the past several years.

Explain how just-in-time processes relate to the quality of an organization's outputs.

The process improvement technique that sorts the vital few from the trivial many is:

In a sentence or two,summarize the contribution of Philip Crosby to quality management.

"Quality Is Free," meaning that the costs of poor quality have been understated,is the work of:

A fishbone chart is also known as a:

Total quality management emphasizes:

The phrase Six Sigma has two meanings.One is statistical,referring to an extremely high process,product,or service capability; the other is a comprehensive system for achieving and sustaining business success.

The process of identifying other organizations that are best at some facet of your operations and then modeling your organization after them is known as:

Identify the four costs of quality.Which one is hardest to evaluate? Explain.

Which of the following statements is NOT true?

The focus of ISO 9000 is to enhance success through what eight quality management principles?

"Making it right the first time" is:

Which of the following statements regarding Arnold Palmer Hospital is FALSE?

Which of the following statements regarding "Six Sigma" is TRUE?

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