Deck 5: Total Quality Management

Question 1

Quality planning, employee training in quality measurement, and cost of maintaining records of information and data related to quality are __________ costs.

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

Answer 1

D

Question 2

In six-sigma the level of defects is reduced to approximately

A) 0
B) 1.4 parts per million
C) 2.4 parts per million
D) 3.4 parts per million
E) 4.4 parts per million

Answer 2

D

Question 3

A quality circle is

A) An approach for the use of control charts
B) An award for quality improvements
C) An inspection stamp found on meat
D) A team of volunteer production employees and their supervisors who meet regularly to solve quality problems
E) A symbol used on flow charts

Answer 3

D

Question 4

The Japanese term for continuous improvement is

A) Poka-yoke
B) Kaizen
C) Kanban
D) Muda
E) Automation

Question 5

Which of the following specifically relates to Service Organization dimensions of quality?

A) conformance to specifications
B) atmosphere
C) durability
D) features
E) serviceability

Question 6

One common definition of quality is __________, which focuses on measuring how well the product or service meets targets and tolerances determined by its designers.

A) Fitness for use
B) Value for price paid
C) Technical perception
D) Judgmental evaluation
E) Conformance to specifications

Question 7

During World War II, quality

A) Meant inspecting products to ensure that they met specifications
B) Encompassed the entire organization
C) Was defined as it had been for more than 100 years
D) Became customer driven
E) Became more statistical in nature

Question 8

The expected operational life of a product is called its __________________________.

A) conformance
B) reliability
C) performance
D) durability
E) serviceability

Question 9

TQM is __________, designed to build quality into the product and process design.

A) Reactive
B) Proactive
C) Strategic
D) Competitive
E) Standardized

Question 10

TQM team meetings take place

A) After work
B) During lunch breaks
C) When the boss calls them
D) When all the other work is finished
E) During time in the workday set aside for them

Question 11

When using SPC if you plot the variable of interest against a timeline you are using

A) scatter diagrams
B) control charts
C) fishbone diagrams
D) pareto charts
E) flow charts

Question 12

Quality has gained such prominence because organizations

A) are following the latest management fad
B) have found a low cost process to keep some employees busy
C) have identified an employee perk, membership in quality circles
D) understand it is minimal cost and something to do
E) have gained an understanding of the high cost of poor quality

Question 13

Not only does TQM encompass the entire organization but it

A) stresses quality is supplier driven
B) stresses quality is vendor driven
C) stresses quality is customer driven
D) stresses the need for ISO 9000 compliance
E) stressed the need to be 'green'

Question 14

Which of the following is not an important cost of poor quality?

A) Product recalls
B) Litigation resulting from product liability issues
C) Loss of business
D) Overhead
E) Dissatisfied customers

Question 15

Which of the following is not characteristic of TQM?

A) Inspecting products after they have been made
B) Identifying and correcting the root causes of quality problems
C) Encompasses the entire organization
D) Attempts to embed quality in every aspect of the organization
E) Concerned with technical aspects of quality

Question 16

Employees of the organization who receive goods or services from others in the company are

A) Internal customers
B) Ultimate customers
C) Downstream customers
D) Operators
E) External customers

Question 17

Giving workers responsibility for seeking out quality problems and correcting them is

A) Continuous improvement
B) Passing the buck
C) Brainstorming
D) Employee empowerment
E) Employee involvement

Question 18

Proper training of employees in the understanding of quality tools includes all of the following except

A) How to correct problems
B) How to assess quality
C) How to develop new quality tools
D) How to use quality control tools
E) How to interpret findings

Question 19

Studying business practices of companies considered "best in class" is called

A) Pairwise comparison
B) Benchmarking
C) Competition
D) Dreamscaping
E) Discouraging

Question 20

The definition of quality that involves the product functioning as expected without failure is

A) Performance
B) Conformance
C) Reliability
D) Standardization
E) Endurance

Question 21

What is a schematic diagram of the sequence of steps involved in an operation or process?

A) Checklist
B) Control chart
C) Scatter diagram
D) Flow chart
E) Process chart

Question 22

The important thing in Quality Function Deployment competitive evaluation is

A) To evaluate the financial strength of competitors
B) To identify customer requirements that should be pursued and how we fare relative to our competitors
C) Speed of introduction
D) The number of competitors
E) Knowing our product well

Question 23

One common name for TQM based team work is:

A) quality department
B) quality support group
C) quality circle
D) quality team
E) team one

Question 24

Checklists can also be used to focus on?

A) replacement costs
B) design documentation
C) time dimension
D) upper control limits
E) histogram

Question 25

The last step in constructing the house of quality includes

A) Determining how to advertise
B) Setting targets for our own product
C) Determining how to attack our competitors' products
D) Designing the product
E) Comparing results with past sales

Question 26

Warranty claims, customer complaints, and costs of litigation are examples of __________ costs.

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

Question 27

What quality control tool resembles a "fishbone?"

A) Checklists
B) Scatter diagrams
C) Pareto analysis
D) Cause-and-effect diagrams
E) Flowcharts

Question 28

Machine downtime due to failures in the process, scrap, and rework are examples of __________ costs.

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

Question 29

The plan-do-study-act cycle is often called the

A) TQM activity approach
B) Deming wheel
C) Continuous improvement cycle
D) Quality circle
E) Action wheel

Question 30

For a cause-and-effect diagram, causes could be related to all of the following except

A) Analysis
B) Materials
C) Measurements
D) Machines
E) Workers

Question 31

External failure costs include

A) Scrap
B) Litigation costs resulting from product liability issues
C) Rework
D) Quality inspections
E) Employee training

Question 32

Costs of quality inspections, testing, test equipment, and labs are examples of __________ costs.

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

Question 33

In using Quality Function Deployment, __________ is one way to find out precisely what features customers want in the product.

A) Interviewing the company sales force
B) Analyzing the changes in features historically
C) Asking top management
D) Talking to process engineers
E) Conducting focus groups

Question 34

What tool is useful in helping everyone develop a clear picture of how an operation or process works?

A) Control chart
B) Pareto analysis
C) Checklist
D) Flowchart
E) Scatter diagram

Question 35

In the plan-do-study-act cycle, what is studied?

A) The plans made in the plan step
B) The previous action plan
C) The data collected in the do step
D) The evaluation of the current process
E) Procedure documentation

Question 36

Quality Function Deployment begins by

A) Translating scores into specific product characteristics
B) Evaluating how the product compares with its major competitors
C) Setting specific goals to address the specified problems
D) Identifying important customer requirements
E) Numerically scoring customer requirements based on their importance

Question 37

A useful tool for translating customers' everyday language into specific technical requirements is

A) Quality Function Deployment
B) Quality circles
C) Quality of design
D) Scatter diagrams
E) Cause-and-effect diagrams

Question 38

A checklist is a list of common defects and __________ of these defects.

A) Number of occurrences
B) Relative importance
C) Attributes
D) Costs
E) Visibility

Question 39

The strength of the relationship between customer requirements and product characteristics is shown in the __________ matrix.

A) Trade-off
B) Product
C) Relationship
D) Strength
E) Inverse

Question 40

Cause-and-effect diagrams are often called

A) Checklists
B) Scatter diagrams
C) Pareto analysis
D) Fishbone diagrams
E) Histograms

Question 41

A chart showing the number of defects that result from different causes would be used in:

A) Pareto analysis
B) Flowcharts
C) Cause-and-effect diagrams
D) Benchmarking
E) Control charts

Question 42

The Malcolm Baldrige Award criteria category that includes the use of tools such as market surveys and focus groups is

A) Leadership
B) Strategic planning
C) Customer and market focus
D) Business results
E) Information and analysis

Question 43

The Malcolm Baldrige Award criteria category that includes continuous improvement programs, employee training, and functioning of teams is

A) Leadership
B) Strategic planning
C) Information and analysis
D) Human resource development and management
E) Business results

Question 44

For control charts, which of the following situations means that the process is not in control?

A) A measured observation is above the LCL
B) A measured observation is below the UCL
C) A measured observation is above the center line
D) A measured observation is below the center line
E) A measured observation is above the UCL

Question 45

If the derived scatter diagram shows a non-linear but scattered relationship it indicates that

A) there is a direct correlation between the two variables.
B) the two variables' data was gathered at different times
C) a third variable needs to be added to the evaluation
D) there is no direct correlation between the two variables
E) you are using the wrong SPC chart

Question 46

The Malcolm Baldrige Award criteria include categories for all of the following except

A) Leadership
B) Process management
C) Product design
D) Customer and market focus
E) Business results

Question 47

Where is the Deming prize awarded?

A) U.S.
B) Japan
C) England
D) Germany
E) Canada

Question 48

The Baldrige Award is intended to

A) Demonstrate that American companies are better than their foreign competitors
B) Certify suppliers
C) Reward and stimulate quality initiatives
D) Focus national attention on manufacturing
E) Add structure to TQM

Question 49

If suppliers meet preset quality standards, materials

A) will need minimal arrival inspections
B) will still require full arrival inspections
C) will be package in special approved containers
D) do not have to be inspection upon arrival
E) will be paid for at a premium cost

Question 50

The purpose of the International Organization for Standardization is to

A) Certify all suppliers worldwide
B) Establish international quality standards
C) Spread European standards worldwide
D) Certify products
E) Streamline documentation

Question 51

The Union of Japanese Scientists and Engineers named its quality award after ___________________.

A) Genichi Taguchi
B) Kaoru Ishikawa
C) Joe Juran
D) Phillip Crosby
E) W. Edwards Deming

Question 52

A __________ shows the frequency distribution of observed values of a variable.

A) Scatter diagram
B) Control chart
C) Histogram
D) Flow chart
E) Process chart

Question 53

To compete for the Baldrige Award, companies must

A) Be nominated by their senator
B) Submit a lengthy application
C) Use e-mail regularly
D) Use statistical process control
E) Be a Fortune-500 company

Question 54

What was the first US company to receive the Deming Prize?

A) IBM
B) Microsoft
C) Wal-Mart
D) AT&T
E) Florida Power & Light

Question 55

The Malcolm Baldrige Award criteria category that includes commitment by top management is

A) Leadership
B) Strategic planning
C) Process management
D) Business results
E) Information and analysis

Question 56

__________ analysis is a technique used to identify quality problems based on their degree of importance.

A) Deming
B) Pareto
C) Davis
D) Crosby
E) Juran

Question 57

Scatter diagrams are particularly useful in detecting the amount of __________, or the degree of linear relationship, between two variables.

A) Correlation
B) Heteroscedasticity
C) Agreement
D) Disagreement
E) Causality

Question 58

Which of the Malcolm Baldrige Award criteria is allocated the most points?

A) leadership
B) information and analysis
C) human resource focus
D) process management
E) business results

Question 59

Quality at the source is the belief that it is far better to _______ quality problems and _____ them than to discard defective items after production.

A) uncover the person generating, fire
B) uncover the source of, correct
C) discover new methods of, implement
D) discover new processes of, implement
E) allow returns of, fix

Question 60

The Malcolm Baldrige Award criteria category of business results does not include

A) Percentage of defective items
B) Progressive improvement over time
C) Financial measures
D) Marketing measures
E) One-time only improvements

Question 61

Which of the following is a valid formula to compute the reliability of two components in parallel?

A) (Reliability of 1^st component) +[ (Reliability of 2^nd Component) (1 - Reliability of 1^st Component)]
B) 1 - (1 - Reliability of 1^st Component) (1 - Reliability of 2^nd Component)
C) (1 - Reliability of 1^st Component) (1 - Reliability of 2^nd Component)
D) (Reliability of 1^st component) + (Reliability of 1^st Component) (1 - Reliability of 2^nd Component)
E) (Reliability of 1^st component) (Reliability of 2^nd Component) + (Reliability of 1^st Component) (1 -Reliability of 1^st Component)

Question 62

Who is best known for the development of cause-and-effect diagrams?

A) Walter Shewhart
B) W. Edwards Deming
C) Joseph Juran
D) Kaoru Ishikawa
E) Genichi Taguchi

Question 63

What are the most widely used ISO standards?

A) ISO 9000, ISO 9001, and ISO 9004
B) ISO 9000, ISO 9001, and ISO 9002
C) ISO 9000, ISO 9010, and ISO 9100
D) ISO 9001, ISO 9002, and ISO 9003
E) ISO 9000, ISO 9002, and ISO 9004

Question 64

Increases in international trade during the 1980s created a need for the development of ____________ standards of quality.

A) universal
B) country-specific
C) lower
D) metric
E) bilingual

Question 65

Juran stressed that quality improvement should be continuous as well as

A) Unique
B) Novel
C) Retroactive
D) Breakthrough
E) Ongoing

Question 66

Deming pointed out that 85% of quality problems are caused by

A) Worker error
B) Numerical quotas
C) Processes and systems
D) Carelessness
E) Suppliers

Question 67

Who developed quality control charts?

A) Walter Shewhart
B) W. Edwards Deming
C) Joseph Juran
D) Phillip Crosby
E) Genichi Taguchi

Question 68

One TQM mistake companies make is believing that the responsibility for quality and elimination of waste lies

A) with the supplier
B) with the return and repair shop
C) with the supply chain
D) with all employees but top management
E) with top management alone.

Question 69

__________ is often referred to as the father of quality control.

A) W. Edwards Deming
B) Joseph Juran
C) Philip Crosby
D) Martin Marietta
E) Count Pareto

Question 70

ISO 14000 is for evaluating

A) Automotive suppliers
B) Minority suppliers
C) Raw materials
D) A company's environmental responsibility
E) Service suppliers

Question 71

For Juran's quality trilogy, which part stresses that processes should be set up to ensure that the quality standards can be met?

A) Quality planning
B) Quality control
C) Quality improvement
D) Quality certification
E) Quality awards

Question 72

Who is the "grandfather of quality control?"

A) Walter Shewhart
B) W. Edwards Deming
C) Joseph Juran
D) Phillip Crosby
E) Genichi Taguchi

Question 73

Who developed a formula for determining the cost of poor quality?

A) Walter Shewhart
B) W. Edwards Deming
C) Joseph Juran
D) Kaoru Ishikawa
E) Genichi Taguchi

Question 74

SPC is

A) a direct substitute for continuous improvement
B) a replacement of the teamwork concept
C) a substitute for middle management
D) a fully subjective process
E) is not a substitute for continuous improvement

Question 75

Which of the following is not necessary for receiving ISO 9000 certification?

A) Products meet customer requirements
B) Documentation of methods used to monitor quality
C) Documentation of methods and frequency of worker training
D) Documentation of statistical process control tools used
E) An audit by an ISO 9000 examiner

Question 76

The most important factor in the success or failure of TQM efforts is

A) Getting started quickly
B) The use of statistical process control
C) The genuineness of the organization's commitment
D) The use of cause-and-effect diagrams
E) Employee training

Question 77

Which of the following is not attributed to Philip Crosby?

A) The concept of the quality trilogy
B) The phrase "Do it right the first time."
C) Stressed the idea of prevention of defects
D) The notion of zero defects
E) The phrase "Quality is free."

Question 78

Who is famous for his "14 Points?"

A) Walter Shewhart
B) W. Edwards Deming
C) Joseph Juran
D) Armand Feigenbaum
E) Genichi Taguchi

Question 79

Deming believed that __________ is the key to improving quality.

A) Employee training
B) Process design
C) Properly functioning equipment
D) Having good suppliers
E) Improving the system

Question 80

ISO 9000 is

A) An award for quality given annually by the U.S. Government
B) An approach to quality management that was developed in Japan by Deming
C) A set of international quality standards and a certification process for companies
D) An approach for managing self-directed teams
E) An approach for product design