Deck 16: Quality Management

Question 1

Isa is head of housekeeping services at the Ashworth Hotel,a luxury hotel and resort.Last week,she received 29 customer complaints.A total of 428 guests had stayed in the hotel that week.Given this information,find out the errors per million opportunities.

A) 400 errors per million opportunities
B) 23,456 errors per million opportunities
C) 67,757 errors per million opportunities
D) 14,758,620 errors per million opportunities

Answer 1

67,757 errors per million opportunities

Question 2

The Deming cycle is composed of four stages: prepare,deliver,simplify,and achieve (PDSA).

Answer 2

False

Question 3

The GAP model helps managers analyze goods and services and the processes that make and deliver them to identify and close the largest gaps and improve performance.

Answer 3

True

Question 4

Checksheets are special types of data-collection forms in which the results need additional processing in order to be interpreted.

Question 5

In the context of SERVQUAL,_____ is the caring,individual attention a firm provides to its customers.

A) responsiveness
B) reliability
C) assurance
D) empathy

Question 6

_____ costs are costs incurred as a result of unsatisfactory quality that is found before the delivery of a good or service to the customer.

A) Prevention
B) Appraisal
C) Internal failure
D) External failure

Question 7

Which of the following definitions of quality is proposed by Joseph M.Juran?

A) Quality means conformance to requirements.
B) Quality is fitness for use.
C) A product or a service possesses quality if it helps somebody and enjoys a good and sustainable market.
D) A product or a service possesses quality if it consistently exceeds customer expectations.

Question 8

Identify a true statement about Joseph M.Juran's philosophy of quality management.

A) He advocated the use of quality cost measurement to focus attention on quality problems.
B) He argued that employees at different levels of an organization speak one common language.
C) He proposed a major cultural change in the organization.
D) He stated that there is no such thing as a quality problem.

Question 9

_____ costs are costs expended to keep nonconforming goods and services from being made and reaching the customer.

A) Prevention
B) Appraisal
C) Internal failure
D) External failure

Question 10

_____ in the GAP model is the discrepancy between actual manufacturing and service-delivery system performance and external communications to the customers.

A) Gap 1
B) Gap 2
C) Gap 3
D) Gap 4

Question 11

A kaizen event is an approach for mistake-proofing processes,using automatic devices or methods to avoid simple human error.

Question 12

Marin is the manufacturing coordinator of a food and beverage company.Recently,some of the products were rejected by the quality control department because they failed to meet the quality standards.Upon inspection,a number of defects were found at multiple stages of production.Marin wants to identify the defects that have the most impact on the whole production process.In this case,which of the following quality control (QC)tools should she use?

A) A flowchart
B) A histogram
C) A cause-and-effect diagram
D) A Pareto diagram

Question 13

The _____ concept characterizes quality performance by defects per million opportunities.

A) Deming cycle
B) ISO 9000
C) Gap model
D) Six Sigma

Question 14

Service quality is consistently meeting or exceeding customer expectations (external focus)and service-delivery system performance criteria (internal focus)during all service encounters.

Question 15

Six Sigma cannot be applied to service processes.

Question 16

Identify a true statement about International Organization for Standardization (ISO)9000.

A) It states that generic management practices can never be standardized.
B) Its standards do not apply to services such as health care,banking,and transportation.
C) It is the first version of the ISO family of standards.
D) Its standards apply to all types of businesses,including electronics and chemicals.

Question 17

A _____ is a basic statistical tool that graphically shows the frequency or number of observations of a particular value or within a specified group.

A) flowchart
B) histogram
C) cause-and-effect diagram
D) scatter diagram

Question 18

The International Organization for Standardization (ISO)is a specialized agency for standardization.The term,ISO,is a scientific term that means equal.

Question 19

Identify a true statement about the GAP model.

A) It defines quality system standards based on the premise that certain generic characteristics of management practices can be standardized.
B) Minimizing gaps 4 and 5 will result in low customer satisfaction.
C) Failure to understand and minimize gaps presents the risk of losing customer loyalty.
D) It eliminates causes of defects and errors in manufacturing and service processes by focusing on outputs that are critical to customers.

Question 20

The cost of quality refers specifically to the costs associated with avoiding poor quality or those incurred as a result of poor quality.

Question 21

Which of the following statements is true of Gap 3 in the GAP model?

A) It can be minimized by making senior managers work in frontline jobs a few days every year so that they keep in contact with customers and frontline employees.
B) It is where the customer judges quality and makes future purchase decisions.
C) It can be minimized by advertising.
D) It recognizes that manufacturing and service delivery systems must execute quality specifications well.

Question 22

Josephine's T-Shirts faced a lot of complaints from customers when its recent batch of long-sleeved shirts was dispatched.The employees at Josephine's T-Shirts,hence,had to rework on the returned items,and in some cases,the company had to even replace the faulty goods.In this case,the costs incurred by Josephine's T-Shirts are an example of _____ costs.

A) prevention
B) appraisal
C) internal failure
D) external failure

Question 23

Which of the following statements is true of SERVQUAL?

A) Quality is simply ensuring that goods and services consistently conform to specifications.
B) It is designed to apply to all service industries.
C) It uses 15 dimensions of service quality performance.
D) Empathy is the ability to provide what was promised,dependably and accurately.

Question 24

_____ is a business improvement approach that seeks to find and eliminate causes of defects and errors in manufacturing and service processes by focusing on outputs that are critical to customers,resulting in a clear financial return for the organization.

A) Six Sigma
B) The GAP model
C) Poka-yoke
D) A kaizen event

Question 25

According to Philip B.Crosby's Absolutes of Quality Management philosophy,_____.

A) quality means conformance to elegance
B) there is no such thing as a quality problem
C) there is no such thing as zero defects
D) the only performance measurement is the economics of quality

Question 26

A run chart is a line graph in which _____.

A) data are plotted over time
B) data are constantly moving forward
C) data charted is from a long time period
D) data is considered dynamic

Question 27

Gap 3 in the GAP model is the discrepancy between:

A) the customer's expectations and perceptions.
B) management's perceptions of what features constitute a target level of quality and the task of translating these perceptions into executable specifications.
C) quality specifications documented in operating and training manuals and plans and their implementation.
D) customer expectations and management perceptions of those expectations.

Question 28

The management of Breedlove Communications,a wireless headphone manufacturing company,wants all employees in the organization to contribute to the quality of the firm by setting a long-term goal to make small,gradual,and frequent improvements without a large financial investment.Given this information,Breedlove Communications embraces an approach known as _____.

A) the Gap model
B) kaizen
C) Six Sigma
D) the 5-Why Technique

Question 29

The principles of customer focus,leadership,engagement,process approach,improvement,evidence-based decision making,and relationship management support the _____.

A) Gap model
B) Deming philosophy
C) Crosby's Absolutes of Quality Management
D) ISO

Question 30

Identify a true statement about kaizen.

A) It is based on the concept of continuous improvement.
B) It focuses on short-term impact.
C) It is performed on a part-time basis.
D) It involves a huge financial investment.

Question 31

At Bueller Tractors,a few machines in the assembly section were faulty and had to be shut down till they were repaired.This reduced the output of tractors for the quarter.In this case,the costs incurred by Bueller Tractors for repairing the machines are an example of _____ costs.

A) prevention
B) appraisal
C) internal failure
D) external failure

Question 32

Which of the following is a core philosophy of Six Sigma?

A) Achieving cycle time reduction
B) Increasing non-value-added activities
C) Avoiding errors per million opportunities as a standard metric
D) Increasing variation in cash flow

Question 33

Luca,the operations manager a company that produces ground coffee beans,wants to know the sequence of the production process in the company to determine if any process can be combined or eliminated.In this case,a _____ will suit Luca's requirement.

A) run chart
B) flow chart
C) checksheet
D) histogram

Question 34

Huran Co.,a food manufacturer,encountered a blown fuse during manufacturing.Although they were able to fix it and resume operations,they used the 5-Why Technique to determine the _____ of the problem.

A) poka-yoke
B) root cause
C) long-term effect
D) symptom

Question 35

Which of the following statements is true of the Deming cycle?

A) It institutes a top-down management style,in which the leadership comes from the executives,and all other levels of employees must follow their commands.
B) It refers to the repetition required in order to create a perfect process that leads to zero defective products and 100% customer satisfaction.
C) It involves a series of trials,after which the best process is selected.
D) It guides teams to develop an improvement plan,try it out,examine the results,and institute changes,then repeat the cycle.

Question 36

_____ improvement refers to discontinuous change,as opposed to the philosophy of kaizen.

A) Dynamic
B) Procedural
C) Benchmarking
D) Breakthrough

Question 37

_____ are targets and tolerances determined by designers of goods and services.

A) Defects
B) Specifications
C) Units of work
D) Costs of quality

Question 38

The board of directors at Blaine Glassworks want their company's products to be of higher quality than the products of other companies in the market,and think that they are hitting this target.However,a recent survey found that customers rate the company's products as below average due to the inferior process design specifications in the company.This is an example of _____ in the GAP model.

A) Gap 2
B) Gap 3
C) Gap 4
D) Gap 5