Question 1

Construct a cause-and-effect diagram for why students arrive to class late.Include at least three reasons for each of the Ms.

Accepted Answer

Student responses should look like the above,with the 4 Ms of Manpower,Machinery,Method,and Material listed.Possible responses include: Manpower- not conditioned to waking up early,I can't wake up at the same time every day,I stay up late the night before sometimes.Machinery- Car failure,Alarm clock reset from power outage,alarm clock turned off by roommate.Method- forgot to set alarm clock,incorrect alarm clock setting (AM vs PM),I could not find the classroom.Material- (these responses can be overlapped with machine answers to some degree)I wore flip flops so I could not walk fast,I could not find a sweater and did not want to go out in the cold,I lacked the proper materials for walking in the snow/ice.

Question 2

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 D

Question 3

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. A

Question 4

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

Question 5

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 6

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

Question 7

How is source inspection related to employee empowerment?

Accepted Answer

Source inspection involves the operator

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

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 10

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 11

One of Britain's largest children's hospitals working with a Ferrari racing team 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

"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 13

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 14

A manager tells her production employees,"It's no longer good enough that your work falls anywhere within the specification limits.I need your work to be as close to the target value as possible." Her thinking is reflective of:

Accepted Answer

A) internal benchmarking. 
B) Six Sigma. 
C) ISO 9000. 
D) Taguchi concepts. 
E) process control charts. 
A) internal benchmarking. 
B) Six Sigma. 
C) ISO 9000. 
D) Taguchi concepts. 
E) process control charts.

Question 15

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

Accepted Answer

(1)top management leadership, (2)custome

Question 16

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 17

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 18

A successful TQM program incorporates all EXCEPT which of the following?

Accepted Answer

A) continuous improvement 
B) employee involvement 
C) benchmarking 
D) centralized decision-making authority 
E) JIT 
A) continuous improvement 
B) employee involvement 
C) benchmarking 
D) centralized decision-making authority 
E) JIT

Question 19

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 20

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

Accepted Answer

A) True 
 B)False

Exam 6: Managing Quality

Construct a cause-and-effect diagram for why students arrive to class late.Include at least three reasons for each of the Ms.

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

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

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?

A Six Sigma program has how many defects per million?

How is source inspection related to employee empowerment?

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

A checklist is a type of:

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

One of Britain's largest children's hospitals working with a Ferrari racing team is an example of:

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

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)________.

A manager tells her production employees,"It's no longer good enough that your work falls anywhere within the specification limits.I need your work to be as close to the target value as possible." Her thinking is reflective of:

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

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

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

A successful TQM program incorporates all EXCEPT which of the following?

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

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

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Process Strategy

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Human Resources,job Design,and Work Measurement

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Material Requirements Planning Mrpand ERP

Short-Term Scheduling

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Sustainability in the Supply Chain

Statistical Process Control

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Supply Chain Management Analytics

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