Deck 8: Managing Quality

Question 1

The meaning of quality management has evolved greatly over the past century.Which of the following statements best exemplifies the current meaning of quality management?

A) Continuous improvement, competitive advantage, and meeting or exceeding customer requirements.
B) Inspection of every item produced to ensure that exact customer specifications are met.
C) Production of parts within control limits and the maintenance of process output in a state of statistical control as measured by statistical process control tools to ensure consistent meeting of customer specifications.
D) The collaboration of all functional disciplines for the purpose of designing and offering quality products and services.

Answer 1

Continuous improvement, competitive advantage, and meeting or exceeding customer requirements.

Question 2

Which of the quality gurus advocated organizations driving out employee fear?

A) Deming
B) Juran
C) Ishikawa
D) Taguchi

Answer 2

Deming

Question 3

A production center is available for 8 hours per day in a factory.It is composed of several rotary parts,and the worker operating it is required to lubricate these rotary parts once each day.It takes 2 hours to remove these parts from the equipment,lubricate them,and reassemble them.The production center is not available for production during these times.The availability of the production center

A) is 50%.
B) is 75%.
C) is 25%.
D) cannot be computed with the given information.

Answer 3

is 75%.

Question 4

Costs of inspectors,testing,testing equipment,and labs are examples of

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

Question 5

Which of the following is NOT part of Deming's 14 points?

A) Cease dependence on mass inspection.
B) Create constancy of purpose.
C) End the practice of awarding business on the basis of price tag alone.
D) Exhort the workers to improve the quality system.

Question 6

Poka-yoke is

A) designing products for multiple uses.
B) a workforce that is likely to make mistakes.
C) a service designed for the customer.
D) designing a process so that it can only be performed correctly.

Question 7

Which of the following is NOT true about the cost of quality?

A) Cost of quality is actually the cost of poor quality.
B) Increasing prevention cost increases appraisal, internal, and external failure costs.
C) Training cost is an example of prevention cost.
D) Warranty is an example of external failure cost.

Question 8

The quality cycle

A) begins with defining customer needs.
B) is stated as tolerances or minimum and maximum acceptable limits.
C) is used for services, not products.
D) produces control points and inspection techniques.

Question 9

The Baldrige Award is given in which of the following categories?

A) Manufacturing companies
B) Small businesses
C) Health care organizations
D) All of the above

Question 10

If an organization were having difficulty trying to get customers' opinions into the definition of quality,which of the following approaches would be most suitable?

A) TQM
B) ISO 9000 certification
C) Quality function deployment
D) Six sigma

Question 11

Which of the following is the most important criterion (highest number of points)of the Malcolm Baldrige National Quality Award?

A) Operations
B) Results
C) Customers
D) Leadership

Question 12

The reason for failure of quality improvement efforts is

A) managers continue to focus on short-term financial results.
B) managers instinctively blame employees when there is a quality failure.
C) managers interfere with teamwork.
D) all of the above.

Question 13

The six-step quality cycle approach includes all of the following EXCEPT

A) set quality standards.
B) define quality attributes on the basis of customer needs.
C) find and correct causes of poor quality.
D) reward employees for quality improvement.

Question 14

The four dimensions of product quality include all of the following EXCEPT

A) quality of design.
B) quality function deployment.
C) conformance quality.
D) field service.

Question 15

A product's conformance to specifications

A) is in response to customers' needs.
B) determines sales price to the customer.
C) is defined as continuity of service to the customer.
D) is independent of the quality of design.

Question 16

SERVQUAL measures which dimension of service quality?

A) Reliability, tangibles, assurance, empathy, and conformance quality.
B) Performance quality, tangibles, responsiveness, reliability, and assurance.
C) Responsiveness, tangibles, empathy, assurance, and reliability.
D) Reliability, tangibles, responsiveness, empathy, and conformance quality.

Question 17

Which of the following is correct about the philosophies advocated by Joseph Juran?

A) Juran originated the idea of the quality trilogy.
B) Juran stressed the use of statistical methods to control quality.
C) Juran believed that planning is an important part of quality improvement.
D) All of the above.

Question 18

________ is a combination of reliability and maintainability.

A) Field service
B) Availability
C) Quality of conformance
D) Mean time to repair

Question 19

Mean time between failure

A) is used to measure a product's reliability.
B) is used to measure a product's maintainability.
C) is used to measure a product's maintainability and availability.
D) is a measure of up time/(up time + down time).

Question 20

Which of the following is NOT part of the quality trilogy that Juran advocates?

A) Planning
B) Operations
C) Control
D) Improvement

Question 21

The costs of quality include all of the following EXCEPT

A) prevention costs.
B) appraisal costs.
C) supply chain failure costs.
D) All of the above are costs of quality.

Question 22

Which of the following does NOT contribute to customer expectations?

A) Advertising and promotional content.
B) Customer awareness of how to properly use the product or service.
C) Competitors' products and services.
D) All of the above contribute to customer expectations.

Question 23

Which of the following is the most complete definition of quality?

A) Quality means meeting or exceeding customer requirements now and in the future.
B) Quality means close inspection and statistical control to ensure high-quality products.
C) Quality means producing the product or delivering the service according to specifications.
D) Quality means product availability, reliability, and maintainability.

Question 24

A product assembled of 10 purchased components,where the defective rate of each component is 0.5%,will result in finished product quality of

A) 90%.
B) 95.11%.
C) 99.5%.
D) none of the above.

Question 25

Which of the following is NOT a dimension of SERVQUAL?

A) Tangibles
B) Responsiveness
C) Empathy
D) Conformance

Question 26

The cost of developing and conducting a training program for employees to help them manage the quality of their work best fits with

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

Question 27

Which of the following would NOT be considered a failure cost of quality?

A) Cost of inspection and testing-after rework has been performed.
B) Cost of final product testing that occurs at a distribution center.
C) Cost of reworking a product so that it conforms to specifications.
D) Costs associated with selling blemished products or factory seconds.

Question 28

Which of the following represents a current perspective on quality?

A) Move from being product-oriented to being process-oriented.
B) Quality is important, but meeting the production schedule is critical.
C) Meeting quality expectations is worth it, even though overall production costs will increase.
D) All of the above.

Question 29

A supplier that guarantees 100% conforming parts to customers even though production yield at its plant is only 60% is a good candidate for supplier certification.

Question 30

Advantage Air Conditioning guarantees that any spare part for repairing air conditioners will be supplied within 24 hours.This policy best matches with

A) availability.
B) reliability.
C) maintainability.
D) none of the above.

Question 31

Service quality is based on the gap between

A) customer expectation and actual service delivered.
B) customer expectation and performance quality.
C) customer expectation and conformance quality.
D) actual service delivered and the potential service that can be delivered.

Question 32

Which of the following is NOT a requirement for a successful quality improvement effort?

A) Suppliers are certified as having a functioning quality system.
B) The organization pursues a systemic approach to managing quality.
C) The organization addresses its culture, philosophies, and values.
D) The organization must select the right approach (e.g., ISO 9000, Malcolm Baldrige).

Question 33

Which of the following statements concerning ISO 9000 is FALSE?

A) ISO 9000 standards are meant to describe how a company should go about ensuring quality.
B) ISO 9000 standards specify that a company must have a quality system in place that documents procedures, policies, and training.
C) A quality manual and careful record keeping are integral elements of ISO 9000 documentation.
D) An ISO 9000 registered company signifies the company produces products of the highest quality.

Question 34

Which of the following is NOT correct concerning modern views of quality management?

A) There is an increasing emphasis on continuous improvement over and above conformance quality.
B) It is the quality control department's responsibility to deal with the challenges of quality management.
C) Quality, or the lack of quality, is largely determined by managerial action (or inaction).
D) All of the above represent modern views of quality management.

Question 35

Which of the following statements concerning the Malcolm Baldrige award is true?

A) A disadvantage of the award process is its lack of flexibility, requiring each participating organization to follow the same standardized approach.
B) The Baldrige criteria are based upon 1,000 points, allocated among four categories: strategy, information systems, business results, and conformance to documented procedures, policies, and training.
C) The award was established in 1987 to promote better quality management practices and improved quality results by global competitors.
D) For many companies the objective is not to win the award but to diagnose strengths and weaknesses of their management system.

Question 36

For a health care clinic,complaints concerning the poor condition of the rest rooms fall under which dimension of service quality?

A) Reliability
B) Assurance
C) Empathy
D) None of the above

Question 37

The concept of mistake-proofing was first developed in the 1960s by Shigeo Shingo.It was called

A) kaizen.
B) jidoka.
C) gemba-walk.
D) poka-yoke.

Question 38

Which of the following statements regarding suppliers is true?

A) Supplier quality is not a concern for most companies because most companies make what they need as opposed to sourcing raw materials or components externally.
B) Suppliers should be included in the cross-functional product design team.
C) Supplier management is essentially careful selection and then measurement of quality compliance.
D) Supplier certification means their products are of highest quality.

Question 39

Which of the following is NOT an element of the quality cycle?

A) Interpretation of customer needs.
B) Specification of quality attributes.
C) Production of product as specified.
D) Benchmarking product quality against best in class.

Question 40

Which of the following matches between the quality pioneers and their philosophies is INCORRECT?

A) Deming emphasized a philosophy of verifying the quality of every finished product to ensure customer satisfaction.
B) Juran emphasized the need for both performance breakthroughs and continuous improvement of processes.
C) Both of the above are correct.
D) Both of the above are incorrect.

Question 41

Describe the concept of rolled yield and how it is related to managing quality in a supply chain.

Question 42

ISO 9000 standards guarantee that a product or service has no defects.

Question 43

Scrap and rework are examples of internal failure costs.

Question 44

Describe the relationship between control costs,failure costs,and overall levels of quality.

Question 45

If a company uses three parts in a product,each with a yield of 50%,the overall rolled yield will equal 50%.

Question 46

It is important to determine the quality of design before producing the product.

Question 47

The total cost of quality in an organization is the sum of control costs and failure costs.

Question 48

The definition of quality management has evolved from "quality by inspection" toward "delivering competitive advantage to the firm." Briefly discuss the various definitions of quality management described in this chapter.

Question 49

The Baldrige Award is only given in the United States.

Question 50

Availability refers to the length of time a product can be used before it fails.