Deck 9: Management of Quality

Question 1

The Baldrige award can only be won by manufacturing organizations.

Answer 1

False

Question 2

The degree to which a product or service satisfies its intended purpose is determined by design, conformance to design, cost, and reputation of the producer.

Answer 2

False

Question 3

An organization achieves quality by consistently meeting its competitors' standards.

Answer 3

False

Question 4

Broadly defined, quality refers to the ability of a product or service to occasionally meet or exceed customer expectations.

Question 5

Because courtesy is subjective, it cannot be considered a factor in service quality.

Question 6

Quality of conformance refers to the degree to which goods and services conform to the intent of the designers as documented in the specifications.

Question 7

User instructions and follow-up services after delivery are important elements of overall product or service quality.

Question 8

Recent changes to ISO guidelines stress continuous improvement regardless of how good you currently are.

Question 9

The dimensions of product and service quality are too abstract to be used as parameters for product or service design.

Question 10

Convenience, reliability, and assurance are dimensions of service quality.

Question 11

The dimensions of quality are important for products but are not applicable in service organizations.

Question 12

The degree to which a product or service satisfies its intended purpose is determined by service after delivery, ease of use, design, and conformance to design.

Question 13

High quality and low prices are both considered to be dimensions of quality.

Question 14

Medical malpractice claims are an example of how poor quality can affect an organization through liability.

Question 15

Quality of design refers to the degree to which goods and services achieve the intent of the designers based on marketing and other information.

Question 16

Product design choices are usually the result of inputs from accounting and human resources.

Question 17

Reducing the variations in our product or service is an important key to perceived quality.

Question 18

Business organizations that achieve good quality benefit in a variety of ways, including a positive reputation for quality, increased customer loyalty, and lower production costs.

Question 19

Regardless of superior quality, consumers will not pay premium prices.

Question 20

In market research, a group of consumers who express their opinions about a product or service is called a steering committee.

Question 21

Deming stresses that workers are primarily responsible for poor quality because very often they fail to follow instructions.

Question 22

If the majority of service customers are satisfied, it is likely that all service customers will be satisfied.

Question 23

Modern quality management emphasizes finding and correcting mistakes before they reach the customer-catching the errors before they are shipped.

Question 24

Cost of inspectors, testing, test equipment, and labs are examples of prevention costs.

Question 25

According to Deming, it is the systems that management puts into place that are primarily responsible for poor quality, not employees.

Question 26

The customer is the focal point and customer satisfaction is the driving force in quality management.

Question 27

Customer expectations tend to change over time, affecting their perception of service quality.

Question 28

Crosby's concept of "quality is free" means that it is less expensive to do it right initially than to do it over.

Question 29

Cost of inspectors, testing, test equipment, and labs are examples of appraisal costs.

Question 30

Poor quality has a positive effect on productivity because it usually takes longer to produce a good part.

Question 31

The primary difference between internal failures and external failures is time and place of discovery of the failure.

Question 32

When considering service quality, convenience often is a major factor.

Question 33

Six sigma programs have both management and technical components.

Question 34

Serviceability, conformance, and reliability are dimensions of product quality.

Question 35

Firms that wish to do business with the European Community can benefit from having a quality management system that meets ISO 9000 standards.

Question 36

Quality at the source means returning all defects to the source-our vendors.

Question 37

Juran describes quality management as a trilogy that consists of quality planning, control of quality costs, and quality improvement.

Question 38

The causes of variation in any process can be identified through the general categories of people, procedures, education, and age.

Question 39

Quality certification refers to a process of 100 percent inspection to catch all defective products before they leave the company; this allows every item to be certified defect free.

Question 40

Juran describes quality management as a trilogy that consists of quality planning, quality control, and quality improvement.

Question 41

There is a positive link between quality and productivity.

Question 42

In addition to correcting substandard work, employees have an ethical obligation to __________ whatever led to the quality problem as well.

A) prevent
B) offset
C) report
D) standardize
E) redesign

Question 43

Continuous improvement attempts to achieve major breakthroughs in product or service quality.

Question 44

TQM expands the traditional view of quality beyond looking only at the quality of the final product or service to looking at the quality of every aspect of the process.

Question 45

When an organization comes to the realization that there are quality problems in products that are already in service, ethical approaches include:
(I) divulging the information to the public at large.
(II) recalling, if possible, affected products.
(III) handling complaints on an individual rather than a systemic basis.

A) I and III
B) I and II
C) II and III
D) I, II, and III
E) Neither I, II, nor III

Question 46

Total quality management attempts to involve everyone in an organization in the effort to achieve quality.

Question 47

Suppliers are not included in quality assurance and quality improvement efforts in TQM; they should worry about their own problems.

Question 48

ISO standards aid in transferring technology to developing countries.

Question 49

Your benchmark organization must be chosen from your industry in order for its methods to be applicable to your business.

Question 50

Three key philosophies in TQM are continuous improvement, involvement of everyone in the organization, and customer satisfaction.

Question 51

The PDSA cycle forms the conceptual basis for continuous improvement.

Question 52

The quality certification that deals primarily with conformance to customer requirements is ISO __________; ISO __________ is concerned primarily with the organization's effect on the environment.

A) 9000; 14000
B) 24700; 9000
C) 14000; 9000
D) 9000; 24700
E) 14000; 24700

Question 53

A quality circle is a cross-functional team focused on quality.

Question 54

A control chart is a visual representation of the various states in a process.

Question 55

Zero defects requires 100 percent inspection of the final product.

Question 56

So long as quality input resources are used to make a product, we can expect quality output from the process.

Question 57

ISO certification differs substantially from the Baldrige Award in that it:

A) focuses primarily on quality teams.
B) emphasizes self-appraisal.
C) is an ongoing process.
D) is customer-driven.
E) is national rather than international.

Question 58

The purpose of benchmarking is to establish a standard against which the organization's performance can be judged and to identify a model for possible improvement.

Question 59

The expression "quality at the source" refers primarily to the practice of requiring each of our vendors to provide quality parts and materials.

Question 60

ISO certification is similar to the Baldrige Award in its emphasis on:

A) statistical tools.
B) self-appraisal.
C) teamwork.
D) outsourcing.
E) services.

Question 61

Deciding how much to invest in the prevention of defects can be analyzed using:

A) EVPI.
B) net present value.
C) weighted factor analysis.
D) return on quality.
E) break-even analysis.

Question 62

The Malcolm Baldrige National Quality Award aims to:
(I) publicize successful quality programs.
(II) recognize quality achievements of U.S. companies.
(III) stimulate efforts to improve quality.
(IV) distribute the grant money available for improved quality.

A) I and IV only
B) I and II only
C) II and III only
D) I, II, III, and IV
E) I, II, and III only

Question 63

Six sigma programs involve both __________ and __________ components.

A) probabilistic; deterministic
B) logistical; managerial
C) statistical; probabilistic
D) managerial; technical
E) local; global

Question 64

Among the guiding principles of six sigma are:
(I) Reduction of variation is an important goal.
(II) Valid measurement is critical.
(III) Outputs determine inputs.
(IV) We should focus on those critical few influences on our quality.

A) I, II, and IV only
B) II and IV only
C) I and III only
D) I, II, III, and IV
E) III only

Question 65

The four dimensions of quality that are sometimes used to determine fitness for use of a product are:

A) performance, special features, durability, and service after sale.
B) performance, special features, conformance, and reliability.
C) special features, conformance, reliability, and durability.
D) performance, conformance, reliability, and durability.
E) special features, conformance, durability, and service after sale.

Question 66

Which is not a cost of quality?

A) prevention cost
B) external failure
C) extended service contracts
D) internal failure
E) appraisal costs

Question 67

ISO 9000 standards do not have a requirement for:

A) resource.
B) remedial.
C) systems.
D) training.
E) management.

Question 68

A tool that depicts process variation graphically is a(n):

A) affinity diagram.
B) checklist.
C) control chart.
D) flowchart.
E) relationship diagram.

Question 69

A quality circle is:

A) responsible for quality.
B) total quality control.
C) an inspection stamp found on meat.
D) a voluntary group of employees.
E) a team of customers and their contacts within the company.

Question 70

Warranty service, processing of complaints, and costs of litigation are examples of:

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

Question 71

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

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

Question 72

The "Control" phase of DMAIC is intended to ensure that:

A) the proper subset of process inputs are monitored.
B) variability reduction is pursued.
C) data analysis is overseen.
D) inputs are closely monitored.
E) improvements are sustained.

Question 73

ISO 9000 currently requires _____ of a certified organization.

A) quarterly reporting
B) product diversity
C) annual audits
D) a minimum of four supervisory levels
E) continuous improvement

Question 74

Quality planning and administration, quality training, and quality control procedures are examples of:

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

Question 75

Loss of business, liability, productivity, and costs are consequences of:

A) labor unions.
B) globalization.
C) poor quality.
D) robotics.
E) micro-factories.

Question 76

A tool that is not used for quality management is a:

A) flowchart.
B) histogram.
C) Pareto analysis.
D) redesign.
E) check sheet.

Question 77

The Deming Prize was established by the:

A) American Statistical Association.
B) Japanese.
C) North American Free Trade Association.
D) American Quality Society.
E) World Trade Organization.

Question 78

Fixing a problem will often cost money; to minimize these costs it is best to find and fix the problem:

A) just before shipping our product to the customer.
B) immediately after we complete the last operation.
C) during the design phase.
D) just before we begin the first production operation.
E) Regardless of when you fix the problem, costs are about the same.

Question 79

The Baldrige Award is based on seven categories. Which is not one of those?

A) relative profitability
B) strategic planning
C) human resource focus
D) information and analysis
E) leadership

Question 80

Lost production time, scrap, and rework are examples of:

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