Question 1

PDCA is most often applied with regard to which aspect of TQM?

Accepted Answer

A) Six Sigma 
B) employee empowerment 
C) continuous improvement 
D) benchmarking 
E) JIT 
A) Six Sigma 
B) employee empowerment 
C) continuous improvement 
D) benchmarking 
E) JIT

Question 2

A checklist is a type of:

Accepted Answer

A) poka-yoke. 
B) kaizen. 
C) kanban. 
D) Pareto chart 
E) flowchart 
A) poka-yoke. 
B) kaizen. 
C) kanban. 
D) Pareto chart 
E) flowchart

Question 3

If 1 million passengers pass through the St.Louis Airport with checked baggage each month,a successful Six Sigma program for baggage handling would result in how many passengers with misplaced luggage?

Accepted Answer

A) 3.4 
B) 6.0 
C) 34 
D) 2700 
E) 6 times the monthly standard deviation of passengers 
A) 3.4 
B) 6.0 
C) 34 
D) 2700 
E) 6 times the monthly standard deviation of passengers

Question 4

GE's recall of 3.1 million dishwashers cost the company more in repairs than the value of the actual dishwashers.This is an example of which quality principle?

Accepted Answer

A) PDCA 
B) internal failure costs 
C) appraisal costs 
D) cost of poor quality is underestimated 
E) prevention costs 
A) PDCA 
B) internal failure costs 
C) appraisal costs 
D) cost of poor quality is underestimated 
E) prevention costs

Question 5

Regarding the quality of design,production,and distribution of products,an ethical requirement for management is to:

Accepted Answer

A) determine whether any of the organization's stakeholders are being wronged by poor quality products. 
B) gain ISO 9000 certification for the organization. 
C) obtain a product safety certificate from the Consumer Product Safety Commission. 
D) have the organization's legal staff write disclaimers in the product instruction booklets. 
E) compare the cost of product liability to the external failure cost. 
A) determine whether any of the organization's stakeholders are being wronged by poor quality products. 
B) gain ISO 9000 certification for the organization. 
C) obtain a product safety certificate from the Consumer Product Safety Commission. 
D) have the organization's legal staff write disclaimers in the product instruction booklets. 
E) compare the cost of product liability to the external failure cost.

Question 6

Building high-morale organizations and building communication networks that include employees are both elements of:

Accepted Answer

A) ISO 9000 certification. 
B) Six Sigma certification. 
C) employee empowerment. 
D) Taguchi methods. 
E) the tools of TQM. 
A) ISO 9000 certification. 
B) Six Sigma certification. 
C) employee empowerment. 
D) Taguchi methods. 
E) the tools of TQM.

Question 7

Which of the following is FALSE regarding control charts?

Accepted Answer

A) Values above the upper control limits imply that the product's quality is exceeding expectations. 
B) Control charts are built so that new data can be quickly compared to past performance data. 
C) Control charts graphically present data. 
D) Control charts plot data over time. 
E) None of the above is false. 
A) Values above the upper control limits imply that the product's quality is exceeding expectations. 
B) Control charts are built so that new data can be quickly compared to past performance data. 
C) Control charts graphically present data. 
D) Control charts plot data over time. 
E) None of the above is false.

Question 8

If a sample of parts is measured and the mean of the measurements is outside the control limits,the process is:

Accepted Answer

A) in control,but not capable of producing within the established control limits. 
B) out of control and the process should be investigated for assignable variation. 
C) within the established control limits with only natural causes of variation. 
D) monitored closely to see if the next sample mean will also fall outside the control limits. 
E) none of the above. 
A) in control,but not capable of producing within the established control limits. 
B) out of control and the process should be investigated for assignable variation. 
C) within the established control limits with only natural causes of variation. 
D) monitored closely to see if the next sample mean will also fall outside the control limits. 
E) none of the above.

Question 9

Quality can improve profitability by reducing costs.Which of the following is not an aspect of reduced costs by quality improvements?

Accepted Answer

A) flexible pricing 
B) increased productivity 
C) lower rework and scrap costs 
D) lower warranty costs 
E) All of the above are aspects of reduced costs by quality improvements. 
A) flexible pricing 
B) increased productivity 
C) lower rework and scrap costs 
D) lower warranty costs 
E) All of the above are aspects of reduced costs by quality improvements.

Question 10

________ are graphical presentations of data over time that show upper and lower control limits for processes we want to control.

Accepted Answer

The answer of ________ are graphical presentations of data over...

Question 11

One of Britain's largest children's hospitals working with Ferrari Racing is an example of:

Accepted Answer

A) internal benchmarking. 
B) external benchmarking. 
C) Taguchi concepts. 
D) employee empowerment. 
E) corporate responsibility. 
A) internal benchmarking. 
B) external benchmarking. 
C) Taguchi concepts. 
D) employee empowerment. 
E) corporate responsibility.

Question 12

How is source inspection related to employee empowerment?

Accepted Answer

Source inspection involves the operator

Question 13

________ is doing the job properly with the operator ensuring that this is so.

Accepted Answer

The answer of ________ is doing the job properly with...

Question 14

The philosophy of zero defects is:

Accepted Answer

A) the result of Deming's research. 
B) unrealistic. 
C) prohibitively costly. 
D) an ultimate goal; in practice,1 to 2% defects is acceptable. 
E) consistent with the commitment to continuous improvement. 
A) the result of Deming's research. 
B) unrealistic. 
C) prohibitively costly. 
D) an ultimate goal; in practice,1 to 2% defects is acceptable. 
E) consistent with the commitment to continuous improvement.

Question 15

Techniques for building employee empowerment include:

Accepted Answer

A) building communication networks that include employees. 
B) developing open,supportive supervisors. 
C) moving responsibility from both managers and staff to production employees. 
D) building high-morale organizations. 
E) All of the above are techniques for employee empowerment. 
A) building communication networks that include employees. 
B) developing open,supportive supervisors. 
C) moving responsibility from both managers and staff to production employees. 
D) building high-morale organizations. 
E) All of the above are techniques for employee empowerment.

Question 16

"Quality lies in the eyes of the beholder" 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 17

A quality circle holds a brainstorming session and attempts to identify the factors responsible for flaws in a product.Which tool do you suggest they use to organize their findings?

Accepted Answer

A) Ishikawa diagram 
B) Pareto chart 
C) flowchart 
D) control charts 
E) activity chart 
A) Ishikawa diagram 
B) Pareto chart 
C) flowchart 
D) control charts 
E) activity chart

Question 18

________ costs result from production of defective parts or services before delivery to the customer.

Accepted Answer

The answer of ________ costs result from production of defective...

Question 19

Among the tools of TQM,the tool ordinarily used to aid in understanding the sequence of events through which a product travels is a:

Accepted Answer

A) Pareto chart. 
B) flowchart. 
C) check sheet. 
D) Taguchi map. 
E) poka-yoke. 
A) Pareto chart. 
B) flowchart. 
C) check sheet. 
D) Taguchi map. 
E) poka-yoke.

Question 20

A customer service manager at a retail clothing store has collected numerous customer complaints from the forms they fill out on merchandise returns.To analyze trends or patterns in these returns,she has organized these complaints into a small number of sources or factors.This is most closely related to the ________ tool of TQM.

Accepted Answer

A) quality loss function 
B) cause-and-effect diagram 
C) scatter diagram 
D) histogram 
E) process control chart 
A) quality loss function 
B) cause-and-effect diagram 
C) scatter diagram 
D) histogram 
E) process control chart

Exam 6: Managing Quality

PDCA is most often applied with regard to which aspect of TQM?

A checklist is a type of:

If 1 million passengers pass through the St.Louis Airport with checked baggage each month,a successful Six Sigma program for baggage handling would result in how many passengers with misplaced luggage?

GE's recall of 3.1 million dishwashers cost the company more in repairs than the value of the actual dishwashers.This is an example of which quality principle?

Regarding the quality of design,production,and distribution of products,an ethical requirement for management is to:

Building high-morale organizations and building communication networks that include employees are both elements of:

Which of the following is FALSE regarding control charts?

If a sample of parts is measured and the mean of the measurements is outside the control limits,the process is:

Quality can improve profitability by reducing costs.Which of the following is not an aspect of reduced costs by quality improvements?

________ are graphical presentations of data over time that show upper and lower control limits for processes we want to control.

One of Britain's largest children's hospitals working with Ferrari Racing is an example of:

How is source inspection related to employee empowerment?

________ is doing the job properly with the operator ensuring that this is so.

The philosophy of zero defects is:

Techniques for building employee empowerment include:

"Quality lies in the eyes of the beholder" is:

A quality circle holds a brainstorming session and attempts to identify the factors responsible for flaws in a product.Which tool do you suggest they use to organize their findings?

________ costs result from production of defective parts or services before delivery to the customer.

Among the tools of TQM,the tool ordinarily used to aid in understanding the sequence of events through which a product travels is a:

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

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