Deck 6: Quality: Meeting Customer Expectations

Question 1

High quality always means high value.

Answer 1

False

Question 2

Deming developed the use of statistical process control charts, which provide an opportunity to control the variability of processes.

Answer 2

False

Question 3

Crosby's quality philosophies are built around "four absolutes."

Answer 3

True

Question 4

Like other capabilities that add value, capabilities that contribute to internal and external value should be outsourced to provide the best possible outcomes.

Question 5

Quality dimensions that are shared between products and services include reliability, responsiveness, assurance and empathy.

Question 6

The PDCA cycle creates a structure for the continuous improvement process that reinforces the use of data in making decisions.

Question 7

Process-focused benchmarking is used when a business wants to identify a best practice for a process that is industry specific.

Question 8

ISO9000 clearly specifies a level of product or service quality that needs to be achieved.

Question 9

The framework of quality that consisted of three elements was created by:

A) Walter Shewhart
B) W. Edwards Deming
C) Joseph Juran
D) Philip Crosby
E) K. Ishikawa

Question 10

Which of the following statement is not true about the components of TQM?

A) The TQM framework is based on three principles.
B) The internal customer is the ultimate recipient of quality.
C) Improvement of service- and product-oriented production processes focus on the elimination of variability.
D) A culture that embraces the customer's view of quality in all aspects of the business is required.
E) Meeting customer expectations requires that the outcome of the processes be same every time.

Question 11

One of the ways product quality and service quality differ is that

A) Service quality is difficult to measure before the customer receives it.
B) Services are generally higher quality than products.
C) Customers have higher expectations for service quality than product quality.
D) Service quality cannot be measured

Question 12

Which of the following statements is true about dimensions of quality for product and services?

A) The dimensions of quality combine to provide an overall level of satisfaction with quality, which . contributes to the overall perception of value.
B) Customers view the quality dimensions of product and service separately.
C) Assurance and empathy are quality dimensions that are shared between product and services.
D) Quality dimensions for products are much more difficult to achieve than those of services.

Question 13

An example of external failure costs would be:

A) The cost of inspecting a product right before it is shipped.
B) The cost of replacing a product returned by a customer.
C) The cost of returning defective products sent by a supplier.
D) The cost of products destroyed during testing.

Question 14

As prevention costs increase:

A) Internal failure costs will increase.
B) Appraisal costs increase, but internal failure costs decline.
C) There will probably be no change in failure costs.
D) Appraisal, external failure costs, and internal failure costs should decline

Question 15

The stage of the PDCA cycle where the improvement becomes enterprise-wide is referred to as:

A) Plan
B) Do
C) Check
D) Act
E) None of the above

Question 16

Which of the following statements is true about the PDCA cycle?

A) The most commonly used framework for guiding improvement is Shewhart's PDCA cycle.
B) The PDCA cycle creates a structure for incremental improvement processes that do not require . quantitative data in making decisions.
C) The CHECK stage is where the improvement becomes enterprise-wide.
D) The PDCA cycle describes the cycle products go through as their quality improves and then declines.

Question 17

The quality improvement story can best be described as:

A) The increase in the prominence of quality in the U.S. that took place in the 1980's.
B) The dramatic improvement of Japanese product quality that took place after WWII.
C) A set of seven tools used for quality improvement.
D) A more detailed approach used to implement the PDCA cycle.

Question 18

Which of the following statements is true of industry-focused benchmarking?

A) A difficult aspect of industry-focused benchmarking is identifying compatible partners.
B) It provides a way for companies to identify best practices that are world class, even if no competitor has a good system in place.
C) It is usually easier to get access to benchmarking partners for industry-focused benchmarking than for . process-focused benchmarking.
D) It is used to identify the best practices among competitors.

Question 19

Which of the following is not true about the new ISO 9000 2000 standards?

A) They are more customer-oriented.
B) They mandate communication with customers and measurement of customer satisfaction.
C) They implicitly emphasize continuous improvement.
D) They require evaluation of the effectiveness of the quality management system
E) The terminology is changed to make standards more understandable

Question 20

Which of the following statement is not true about quality certification programs?

A) For many companies, particularly those that interact globally, quality certification has become a. mandatory way of doing business.
B) The ISO 9000 standards specify a level of product or service quality that needs to be achieved.
C) In 2000, ISO 9002 and 9003 were discontinued, and ISO 9001 was replaced with one standard ISO 9000 2000.
D) The new ISO standards are much more customer-oriented and address customer satisfaction in greater detail.

Question 21

Six sigma

A) Refers to both 3.4 defects per million opportunities and a methodology for obtaining a high level of control of quality.
B) Implies three standard deviations above and three standard deviations below the process mean.
C) Refers to a portion of the ISO 9000 2000 standards that dictate quality level.
D) Means that customer specifications must be 6 standard deviations above the mean.

Question 22

In six sigma, DMADV differs from DMAIC in that

A) DMADV is used for suppliers, but not internally
B) DMAIC is used for services, but not products
C) DMADV is used for new products and services, but not for improving existing products and services.
D) DMAIC is used to obtain six sigma quality, while DMADV is used to achieve three sigma quality

Question 23

Which of the following statements is not a Baldrige award criteria?

A) Strategic planning
B) Information and analysis
C) Business results
D) Continuous improvement
E) Leadership

Question 24

Product or service quality is an end to be measured and achieved, but TQM is a _______.

Question 25

Deming stressed that significant quality _______ only comes from changing the organization, and the responsibility rests with ______ ______.

Question 26

The three principles of the TQM framework are _______, _______, and ______.

Question 27

The quality dimension, shared between product and services, that covers aspects like the look, sound, or way it feels is referred to as _________ dimension.

Question 28

______ _______ is a prerequisite to making decisions related to improvement.

Question 29

The Act stage of the PDCA cycle is where the improvement becomes ________.

Question 30

______ is used when a business wants to identify a best practice for a process that is not industry specific.

Question 31

ISO 9000 specifies a set of _______ ______ _____ that must be in place.

Question 32

The new ISO 9000 2000 standards are much more _______ and also emphasizes _____ ______.

Question 33

In 1998, _____ and _______ organizations became eligible for the Baldrige Award.

Question 34

Match these items.

-Shewhart

A) Provides an excellent structure for developing a quality-driven organization
B) 14 principles of quality management
C) Applies to environmental aspects
D) Identifies 'best practices"
E) Set of quality assurance systems that must be in place
F) Quality planning, control, and improvement
G) Developed the PDCA cycle
H) For accomplishment of teams
I) Includes total involvement
J) Coined "Quality is free"

Question 35

Match these items.

-Quality Cup

A) Provides an excellent structure for developing a quality-driven organization
B) 14 principles of quality management
C) Applies to environmental aspects
D) Identifies 'best practices"
E) Set of quality assurance systems that must be in place
F) Quality planning, control, and improvement
G) Developed the PDCA cycle
H) For accomplishment of teams
I) Includes total involvement
J) Coined "Quality is free"

Question 36

Match these items.

-Benchmarking

A) Provides an excellent structure for developing a quality-driven organization
B) 14 principles of quality management
C) Applies to environmental aspects
D) Identifies 'best practices"
E) Set of quality assurance systems that must be in place
F) Quality planning, control, and improvement
G) Developed the PDCA cycle
H) For accomplishment of teams
I) Includes total involvement
J) Coined "Quality is free"

Question 37

Match these items.

-Crosby

A) Provides an excellent structure for developing a quality-driven organization
B) 14 principles of quality management
C) Applies to environmental aspects
D) Identifies 'best practices"
E) Set of quality assurance systems that must be in place
F) Quality planning, control, and improvement
G) Developed the PDCA cycle
H) For accomplishment of teams
I) Includes total involvement
J) Coined "Quality is free"

Question 38

Match these items.

-TQM framework

A) Provides an excellent structure for developing a quality-driven organization
B) 14 principles of quality management
C) Applies to environmental aspects
D) Identifies 'best practices"
E) Set of quality assurance systems that must be in place
F) Quality planning, control, and improvement
G) Developed the PDCA cycle
H) For accomplishment of teams
I) Includes total involvement
J) Coined "Quality is free"

Question 39

Match these items.

-Baldrige Awards

A) Provides an excellent structure for developing a quality-driven organization
B) 14 principles of quality management
C) Applies to environmental aspects
D) Identifies 'best practices"
E) Set of quality assurance systems that must be in place
F) Quality planning, control, and improvement
G) Developed the PDCA cycle
H) For accomplishment of teams
I) Includes total involvement
J) Coined "Quality is free"

Question 40

Match these items.

-ISO 14000

A) Provides an excellent structure for developing a quality-driven organization
B) 14 principles of quality management
C) Applies to environmental aspects
D) Identifies 'best practices"
E) Set of quality assurance systems that must be in place
F) Quality planning, control, and improvement
G) Developed the PDCA cycle
H) For accomplishment of teams
I) Includes total involvement
J) Coined "Quality is free"

Question 41

Match these items.

-Juran

A) Provides an excellent structure for developing a quality-driven organization
B) 14 principles of quality management
C) Applies to environmental aspects
D) Identifies 'best practices"
E) Set of quality assurance systems that must be in place
F) Quality planning, control, and improvement
G) Developed the PDCA cycle
H) For accomplishment of teams
I) Includes total involvement
J) Coined "Quality is free"

Question 42

Match these items.

-ISO 9000

A) Provides an excellent structure for developing a quality-driven organization
B) 14 principles of quality management
C) Applies to environmental aspects
D) Identifies 'best practices"
E) Set of quality assurance systems that must be in place
F) Quality planning, control, and improvement
G) Developed the PDCA cycle
H) For accomplishment of teams
I) Includes total involvement
J) Coined "Quality is free"

Question 43

Match these items.

-Deming

A) Provides an excellent structure for developing a quality-driven organization
B) 14 principles of quality management
C) Applies to environmental aspects
D) Identifies 'best practices"
E) Set of quality assurance systems that must be in place
F) Quality planning, control, and improvement
G) Developed the PDCA cycle
H) For accomplishment of teams
I) Includes total involvement
J) Coined "Quality is free"

Question 44

U.S. companies have poured millions of dollars into quality programs in the past decade. Unfortunately, the programs do not always achieve the results the companies expect. In spite of the above, your company is considering entering the competition for a Baldrige Award. Prepare a memo outlining the pros and cons of applying for the Baldrige Award. Also, list some ways your company could judge whether its Baldrige initiative is working.

Question 45

An automobile supplier has been encountering some problems with the quality of one its most profitable parts. Since the past year, the quality ratings received by its customers for this particular part have been unacceptable and dropping. To make matters worse, the company is encountering high turnover and absenteeism. The supplier is worried that unless some drastic measures are taken to improve quality and productivity, the major customers may take their business elsewhere. How could TQM be used to improve and build a quality part, and instill quality into the workforce?