Question 1

Philip Crosby is credited with both of these quality catch-phrases: "quality is free" and "zero defects."

Accepted Answer

A) True 
 B)False

Question 2

Stakeholders who are affected by the production and marketing of poor quality products include:

Accepted Answer

A) stockholders,employees,and customers. 
B) suppliers and creditors,but not distributors. 
C) only stockholders,creditors,and owners. 
D) suppliers and distributors,but not customers. 
E) only stockholders and organizational executives and managers. 
A) stockholders,employees,and customers. 
B) suppliers and creditors,but not distributors. 
C) only stockholders,creditors,and owners. 
D) suppliers and distributors,but not customers. 
E) only stockholders and organizational executives and managers.

Question 3

Construct a cause-and-effect chart for a missed field goal late in a football game with at least three aspects for each M.

Accepted Answer

Responses should include the 4 Ms of Man

Question 4

What is the quality loss function (QLF)?

Accepted Answer

The quality loss function iden

Question 5

Perform a Pareto analysis on the following information:

Accepted Answer

The answer of Perform a Pareto analysis on the following...

Question 6

The definition of quality adopted by The American Society for Quality is a customer-oriented (i.e.,user based)definition.

Accepted Answer

A) True 
 B)False

Question 7

Quality has at least three categories of definitions; identify them.Provide a brief explanation of each.

Accepted Answer

The three categories of qualit

Question 8

The "four Ms" of cause-and-effect diagrams are:

Accepted Answer

A) material,machinery/equipment,manpower,and methods. 
B) material,methods,men,and mental attitude. 
C) named after four quality experts. 
D) material,management,manpower,and motivation. 
E) mentality,motivation,management,and manpower. 
A) material,machinery/equipment,manpower,and methods. 
B) material,methods,men,and mental attitude. 
C) named after four quality experts. 
D) material,management,manpower,and motivation. 
E) mentality,motivation,management,and manpower.

Question 9

Arnold Palmer Hospital uses which of the following quality management techniques?

Accepted Answer

A) Pareto charts 
B) flowcharts 
C) benchmarking 
D) just-in-time 
E) The hospital uses all of the above techniques. 
A) Pareto charts 
B) flowcharts 
C) benchmarking 
D) just-in-time 
E) The hospital uses all of the above techniques.

Question 10

Which of the determinants of service quality involves having the customer's best interests at heart?

Accepted Answer

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

Question 11

To become ISO 9000 certified,organizations must:

Accepted Answer

A) document quality procedures. 
B) have an onsite assessment. 
C) have an ongoing series of audits of their products or service. 
D) all of the above 
E) none of the above 
A) document quality procedures. 
B) have an onsite assessment. 
C) have an ongoing series of audits of their products or service. 
D) all of the above 
E) none of the above

Question 12

A cause-and-effect diagram helps identify the sources of a problem.

Accepted Answer

A) True 
 B)False

Question 13

The work by ________ regarding how people learn from each other's successes led to the field of cross-functional teamwork.

Accepted Answer

The answer of The work by ________ regarding how people...

Question 14

Create a Pareto chart for the following mistakes made in grading an exam.

Accepted Answer

The answer of Create a Pareto chart for the following...

Question 15

A hospital benchmarked against Ferrari Racing in an effort to:

Accepted Answer

A) improve patient handoff quality. 
B) increase surgery prep time. 
C) lengthen surgery duration. 
D) reduce the number of doctors. 
E) all of the above 
A) improve patient handoff quality. 
B) increase surgery prep time. 
C) lengthen surgery duration. 
D) reduce the number of doctors. 
E) all of the above

Question 16

Pareto charts are a graphical way of identifying the few critical items from the many less important ones.

Accepted Answer

A) True 
 B)False

Question 17

A recent consumer survey conducted for a car dealership indicates that,when buying a car,customers are primarily concerned with the salesperson's ability to explain the car's features,the salesperson's friendliness,and the dealer's honesty.The dealership should be ESPECIALLY concerned with which determinants of service quality?

Accepted Answer

A) communication,courtesy,and credibility 
B) competence,courtesy,and security 
C) competence,responsiveness,and reliability 
D) communication,responsiveness,and reliability 
E) understanding/knowing customer,responsiveness,and reliability 
A) communication,courtesy,and credibility 
B) competence,courtesy,and security 
C) competence,responsiveness,and reliability 
D) communication,responsiveness,and reliability 
E) understanding/knowing customer,responsiveness,and reliability

Question 18

Managers at Arnold Palmer Hospital take quality so seriously that the hospital typically is a national leader in several quality areas-so that continuous improvement is no longer necessary.

Accepted Answer

A) True 
 B)False

Question 19

A Three Sigma program has how many defects per million?

Accepted Answer

A) 34 
B) 3 
C) 3 times the standard deviation 
D) 2700 
E) 1500 
A) 34 
B) 3 
C) 3 times the standard deviation 
D) 2700 
E) 1500

Question 20

What steps can be taken to develop benchmarks?

Accepted Answer

The steps are: (1)determine what to benc

Exam 6: Managing Quality

Philip Crosby is credited with both of these quality catch-phrases: "quality is free" and "zero defects."

Stakeholders who are affected by the production and marketing of poor quality products include:

Construct a cause-and-effect chart for a missed field goal late in a football game with at least three aspects for each M.

What is the quality loss function (QLF)?

Perform a Pareto analysis on the following information:

The definition of quality adopted by The American Society for Quality is a customer-oriented (i.e.,user based)definition.

Quality has at least three categories of definitions; identify them.Provide a brief explanation of each.

The "four Ms" of cause-and-effect diagrams are:

Arnold Palmer Hospital uses which of the following quality management techniques?

Which of the determinants of service quality involves having the customer's best interests at heart?

To become ISO 9000 certified,organizations must:

A cause-and-effect diagram helps identify the sources of a problem.

The work by ________ regarding how people learn from each other's successes led to the field of cross-functional teamwork.

Create a Pareto chart for the following mistakes made in grading an exam.

A hospital benchmarked against Ferrari Racing in an effort to:

Pareto charts are a graphical way of identifying the few critical items from the many less important ones.

Managers at Arnold Palmer Hospital take quality so seriously that the hospital typically is a national leader in several quality areas-so that continuous improvement is no longer necessary.

A Three Sigma program has how many defects per million?

What steps can be taken to develop benchmarks?

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