Deck 9: Managing Quality

Question 1

Who is universally accepted as having defined quality as 'zero defects'?

A) Joseph Juran
B) Phil Crosby
C) W. Edwards Deming
D) Taiichi Ohno

Answer 1

B

Question 2

How is quality usually defined by Operations Managers?

A) The best possible
B) Fitness for Purpose
C) Average output
D) Lowest Cost

Answer 2

B

Question 3

A quality criterion which can be measured on a scale of some kind is called a _______________?

A) Quality characteristic
B) Quality attribute
C) Quality component
D) Quality variable

Answer 3

D

Question 4

Asking a customer whether their food is to their liking in a restaurant is an example of _________________?

A) A quality characteristic
B) A quality attribute
C) A quality component
D) A quality variable

Question 5

In the Quality Gap model by Parasuraman et al. (1985) which gap is explained by a difference between the organization's view of the customer need and that of the customer themselves?

A) Positioning
B) Specification
C) Delivery
D) Perception

Question 6

Which of the following four costs of quality would potentially harm an organization's future business if it were too large?

A) Prevention
B) Assurance
C) Internal Failure
D) External Failure

Question 7

Which strategy for managing quality might use mystery shoppers to check on the internal conformance of quality systems?

A) Quality Inspection
B) Quality Control
C) Quality Assurance
D) Total Quality Management

Question 8

Which strategy for managing quality relies on input from employees, suppliers and customers?

A) Quality Inspection
B) Quality Control
C) Quality Assurance
D) Total Quality Management

Question 9

The name used for a 'fail safe' device to help improve quality is ______________________?

A) A Keiretsu
B) A Poke yoke
C) A Kanban
D) A Jidoka

Question 10

Which of the following is not part of the Six Sigma quality improvement philosophy?

A) Define
B) Measure
C) Check
D) Improve