Question 1

Arnold Palmer Hospital uses all of the following quality management techniques except

Accepted Answer

A) Pareto charts. 
B) flowcharts. 
C) benchmarking. 
D) just-in-time. 
E) Gantt charts. 
A) Pareto charts. 
B) flowcharts. 
C) benchmarking. 
D) just-in-time. 
E) Gantt charts. E

Question 2

Management is concerned that workers create more product defects at the very beginning and end of a work shift than at other times of their eight-hour workday.Construct a scatter diagram with the following data,collected last week.Is management justified in its belief?

Accepted Answer

There is fairly convincing evidence that there are more defects in the first and last shift hours than at other times.

Question 3

One of the ways that just-in-time (JIT)influences quality is that by reducing inventory,bad quality is exposed.

Accepted Answer

A) True 
 B)False  True

Question 4

What steps can be taken to develop benchmarks?

Accepted Answer

The steps are: determine what

Question 5

Quality circles empower employees to improve productivity by finding solutions to work-related problems in their work area.

Accepted Answer

A) True 
 B)False

Question 6

The goal of inspection is to

Accepted Answer

A) detect a bad process immediately. 
B) add value to a product or service. 
C) correct deficiencies in products. 
D) correct system deficiencies. 
E) reduce appraisal costs. 
A) detect a bad process immediately. 
B) add value to a product or service. 
C) correct deficiencies in products. 
D) correct system deficiencies. 
E) reduce appraisal costs.

Question 7

________ 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 8

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 9

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 10

A fishbone diagram 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 11

Identify the five core elements of ISO 14000.

Accepted Answer

The five core elements of ISO

Question 12

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

Accepted Answer

The standards have become more of a qual

Question 13

The role of quality in limiting a firm's product liability is illustrated by all of the following except

Accepted Answer

A) ensuring that contaminated products such as impure foods do not reach customers. 
B) ensuring that products meet standards such as those of the Consumer Product Safety Act. 
C) designing safe products to limit possible harm to consumers. 
D) using processes that make products as safe or as durable as their design specifications call for. 
E) making it easy for customers to complain about defective products. 
A) ensuring that contaminated products such as impure foods do not reach customers. 
B) ensuring that products meet standards such as those of the Consumer Product Safety Act. 
C) designing safe products to limit possible harm to consumers. 
D) using processes that make products as safe or as durable as their design specifications call for. 
E) making it easy for customers to complain about defective products.

Question 14

The Japanese use the term poka-yoke to refer to continuous improvement.

Accepted Answer

A) True 
 B)False

Question 15

Respect for ________ is a cornerstone of continuous improvement.

Accepted Answer

The answer of Respect for ________ is a cornerstone of...

Question 16

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

Question 17

PDCA is most often applied in 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 18

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

Accepted Answer

The three categories of qualit

Question 19

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 20

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?
MWF Section Test Results Test # T/Th Test Results
75 1 82
70 2 77
65 3 73
65 4 70
70 5 76

Accepted Answer

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

Exam 6: Managing Quality

Arnold Palmer Hospital uses all of the following quality management techniques except

Management is concerned that workers create more product defects at the very beginning and end of a work shift than at other times of their eight-hour workday.Construct a scatter diagram with the following data,collected last week.Is management justified in its belief?

One of the ways that just-in-time (JIT)influences quality is that by reducing inventory,bad quality is exposed.

What steps can be taken to develop benchmarks?

Quality circles empower employees to improve productivity by finding solutions to work-related problems in their work area.

The goal of inspection is to

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

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

Which of the following is not a typical inspection point?

A fishbone diagram is also known as a

Identify the five core elements of ISO 14000.

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

The role of quality in limiting a firm's product liability is illustrated by all of the following except

The Japanese use the term poka-yoke to refer to continuous improvement.

Respect for ________ is a cornerstone of continuous improvement.

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

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

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

Operations and Productivity

Operations Strategy in a Global Environment

Project Management

Forecasting

Design of Goods and Services

Statistical Process Control

Process Strategy and Sustainability

Capacity and Constraint Management

Location Strategies

Layout Strategies

Human Resources,job Design,and Work Measurement

Supply-Chain Management

Outsourcing As a Supply-Chain Strategy

Inventory Management

Aggregate Planning

Material Requirements Planning Mrpand Erp

Short-Term Scheduling

Jit and Lean Operations

Maintenance and Reliability

Decision-Making Tools

Linear Programming

Transportation Models

Waiting-Line Models

Learning Curves

Simulation

Filters